Illinois American Water Launches Pilot Program to Connect Eligible Customers with Bill Discounts

New text message outreach helps customers access available assistance program

Apr. 6, 2026 at 7:30pm

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A photorealistic studio still life featuring a water meter, a water bill, and a smartphone displaying the Promise app interface, arranged elegantly on a clean, monochromatic background to conceptually represent utility bill assistance and customer outreach.A new text-based outreach program aims to simplify the process for Illinois American Water customers to access available bill discounts and financial assistance.Belleville Today

Illinois American Water is launching a pilot program to proactively identify and assist customers who may qualify for monthly water and/or wastewater bill discounts ranging between 10-80 percent. Beginning in April, some customers may receive text messages from Promise, a trusted technology partner, to help eligible households begin the process of applying for Illinois American Water's Income-Based Discount Program.

Why it matters

Many customers who qualify for bill assistance may not realize support is available or find the application process challenging. This pilot program aims to increase awareness of existing assistance programs and simplify the path to enrollment, helping more eligible households access much-needed financial relief.

The details

The text message outreach from Promise will include a quick eligibility screening questionnaire. Eligible households will then be directed to Dollar Energy Fund, the nonprofit administering Illinois American Water's Income-Based Discount Program, to complete their application. The discounts can reduce a customer's average total water and/or wastewater bill by more than half, depending on household income.

  • The pilot program will launch in April 2026.

The players

Illinois American Water

The largest regulated water utility in Illinois, serving approximately 1.3 million people.

Promise

A technology company that partners with utilities to connect customers with bill assistance programs.

Dollar Energy Fund

A nonprofit organization that administers Illinois American Water's Income-Based Discount Program.

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What they’re saying

“Many customers who qualify for help may not realize support is available or may find the application process challenging. This text messaging pilot in partnership with Promise offers a direct, convenient way for customers to quickly check their eligibility and access bill assistance.”

— Rebecca Losli, President, Illinois American Water

What’s next

Illinois American Water plans to evaluate the success of the pilot program and consider expanding the text message outreach to more customers in the future.

The takeaway

This program demonstrates Illinois American Water's commitment to proactively connecting eligible customers with available bill assistance, making it easier for those in need to access critical financial support and reduce the burden of their water and wastewater bills.