Language Access Guide for Energy Utilities
Introduction
The Current State of Energy Utilities
The energy utility sector is constantly evolving—structurally, environmentally, and demographically.
In the United States, approximately 3,000 electric utility companies deliver power to over 140 million customers each year.
There’s no question that utility providers value their customers’ safety and satisfaction. That said, there are times not everything goes according to plan.
What if a community loses power, or the heat goes out in the middle of winter? What happens in the event of a natural disaster—for instance, a flood, tornado, or fire? In these situations, most consumers would contact their utility’s customer service department—or visit the provider’s website—for guidance.
Yet not all providers serve customers equally. When resources and information are unavailable in a person’s spoken language, and the customer struggles to read the provider’s website or communicate with a call center agent, problems ensue.
This is why energy utilities would do well to develop a robust language access plan. The process begins by understanding the importance of a multilingual approach, and then by evaluating how to develop and implement a language access plan of your own.
Navigating Different Energy Utility Structures
Let’s review the different types of utility structures that serve U.S. consumers.
Investor-owned utilities (IOUs)
Investor-owned utilities (IOUs) are for-profit corporations with shareholders.
In 2022, 67.7% of utility customers sourced their electricity from IOUs like Pacific Gas & Electric Company, Florida Power & Light Company, and Southern California Edison. In total, 179 IOUs served a total of 108.9 million energy utility customers. IOUs are more common on the coasts.
Why should IOUs care about language access programs?
IOUs value safety and equity just like other energy utilities. By catering to diverse linguistic communities, these entities can tap into new markets and expand their customer base. Brand reputation plays a critical role here as well. Customers are more likely to trust and support companies that embrace language access and inclusivity.
Publicly-owned utilities (POUs)
Publicly-owned utilities (POUs) operate at the federal, state, or municipal (“Muni”) level. In 2022, 2,002 POUs served a total of about 22.8 million electricity customers, or 14.1% of the total customer base. The Puerto Rico Electric Power Authority (PREPA) and the Los Angeles Department of Water and Power (LADWP) are two of the nation’s largest POUs.
Why should POUs care about language access programs?
As publicly-owned entities, POUs are accountable to the communities they serve. In developing a comprehensive language access program, they ensure all residents have equal access to information and services—regardless of any language barriers.
Cooperative utilities (Co-ops)
Cooperative utilities (Co-ops) are sometimes known as rural electrical associations. Not-for-profit and member-owned, they serve rural areas and are usually governed by a designated board of directors. There were 896 Co-ops in the U.S. in 2022, serving a total of about 20.9 million customers, or 13.0% of the total customer makeup. , Co-ops are more common in the Midwest and the Southeast.
Why should Co-ops care about language access programs?
Co-ops are deeply rooted in their communities—and many rural areas are experiencing unprecedented growth in populations with limited English proficiency (LEP). A commitment to language access will strengthen member relations and foster trust in the utility’s ability to serve people from diverse linguistic backgrounds.
Additional utility structures that cumulatively serve the remaining 5.2% of customers include Power Marketers, Federal Power Agencies, and Behind the Meter providers. Power Marketers represent 4.6% of this customer base and almost exclusively operate in Texas.
Language access programs may vary depending on the utility structure. A POU, for example, may already have a state or municipal language access plan in place.
Often, utilities are legally required to provide language access services to non-English-speaking customers.
Meanwhile, Public Utilities Commissions (PUCs) may require IOUs to offer interpretation and translation solutions for essential documents like service notices and bills.
Regardless of your organization’s size and structure, language access programs matter. This guide will enable you to create a tailored program in the energy utilities space.
Chapter 1: The Importance of Language Access Programs for Energy Utilities
Demographic Changes in the US
According to the United States Census, the nation’s population exceeded 336 million in 2024. The number of U.S. residents with LEP has similarly increased significantly in recent decades—in line with the growth of the country’s foreign-born population.
This makes communication, translation, and interpretation essential priorities throughout the United States.
- Data from October 2023, released in partnership with the American Community Survey (ACS), found that over 68 million U.S. residents speak a language other than English at home. The same report revealed that 29.6 million of these people have limited English proficiency.
- According to census data, over 350 languages are spoken in the U.S.
- The main LEP communities in the United States speak Spanish, Russian, Chinese, Korean, Vietnamese, Tagalog, and Arabic at home. However, specific populations may vary based on the state or municipality. Utilities should note which languages are most commonly spoken in their area (and tailor their language access plan accordingly).
Though utility providers value the consumer experience, far too many overlook their non-English-speaking clientele. This results in problems surrounding loyalty, engagement, and safety.
Ultimately, language access plans are integral to serving LEP communities—allowing utility companies to support their members, prioritize consumer welfare, and adequately communicate with all of their customers.
Legal Requirements
Individuals and households with limited English proficiency should have access to vital information in their language of origin.
In the United States, the right to language access is founded in civil rights legislation such as:
Title VI of the Civil Rights Act of 1964
Title VI of the Civil Rights Act of 1964: Prohibits discrimination on the basis of national origin. Under Title VI, any organization or program that receives federal financial assistance must meaningfully embrace language access, with an emphasis on translation and interpretation.
Executive Order 13166
Executive Order 13166: Demands that all federal agencies ensure those with LEP have access to their programs and activities. The order requires all public entities receiving federal assistance to implement and maintain language access plans—noting the availability of language services in public places, and ensuring all those providing language services are properly trained.
The American with Disabilities Act (ADA)
The American with Disabilities Act (ADA): Protects those with disabilities (including communication disabilities). The ADA also asks that all public entities post notices about the availability of language access services, including how to access written translations or contact an interpreter.
Many states and municipalities have their own language access requirements. At the state level, PUCs may have specific language access requirements for utility companies.
The California Public Utilities Commission (CPUC), for example, has a detailed Bilingual Services Policy. This policy ensures LEP customers have access to qualified translators and interpreters, and that they know of their right to language access services.
Nevada’s Senate Bill 318 (SB318) agrees that language should not be a barrier to accessing government programs. The Public Utilities Commission of Nevada (PUCN) proudly complies with SB318 and has published its own language access plan.
Environmental Justice Trends
Now more than ever, stakeholders are embracing environmental justice initiatives.
To understand these sustainable energy initiatives, consumers require comprehensive language access programs founded in translation, interpretation, and localization.
That way all energy utility customers can understand and navigate the changes taking place.
New programs that reflect these trends include:
The Inflation Reduction Act
The Inflation Reduction Act was signed into law in August 2022. The idea is to prioritize clean energy in an effort to mitigate climate change—and celebrate innovation in lowering utility costs and bolstering the clean energy economy.
The Justice40 Initiative
The Justice40 Initiative was launched by the Biden Administration in 2021 to invest in disadvantaged communities. The goal is to connect U.S. residents to jobs, fight climate change, and improve access to resources nationwide.
Demand flexibility is another important factor. In 2024, the Association of Energy Services Professionals (AESP) reported that 93% of utilities consider demand flexibility a medium-to-high strategic priority over the next three years. This concept uses communication and technology to shift consumers’ electricity use, while delivering services at the same or a higher level—for a lower cost.
This process isn’t without its challenges. Consumers need to understand carbon emissions savings opportunities, including:
- Smart thermostats
- Intelligent advanced heat pumps
- Smart heat pump water heaters
- Grid interactive water heaters
- Whole home intelligent energy systems
Without a robust language access program, LEP households might not understand these innovations.
However, language access programs are especially important in emergent situations.
Here’s an example: Experts from the American Council for an Energy-Efficient Economy (ACEEE) estimate that heat could be fully electrified by 2054—yet the grid isn’t yet equipped to handle this growing demand.
In 2017, when a polar vortex swept through the Midwest and the Northeast, power demand peaked at 275 gigawatts. Had these regions been fully electrified at the time, that figure would have climbed to 690 gigawatts. A massive blackout would have been deadly in this scenario. Utilities should note that it would have been all the more deadly for non-English-speaking consumers.
Accordingly, providers must prepare for higher loads and be cognizant of changing patterns of energy use. Here again, language access programs can help keep consumers in the loop.
Business Benefits
Just as language access programs benefit utility customers, they also serve energy utility providers.
Here are the three main ways utility companies can benefit from implementing a comprehensive language access plan:
Faster Business Growth
Utility companies are more likely to reach new customers by offering translation, interpretation, and similar language access services.
Customers with limited English proficiency, for example, are more likely to pay their bills when they have access to invoices in their spoken language.
Energy programs like Justice40 are also more successful when constituents can ask questions and learn more in a language that they understand.
Greater Customer Satisfaction
According to J.D. Power’s Electric Utility Residential Customer Satisfaction Study, consumers want to see utilities involved in their local communities.
Companies that identify consumers’ needs and preferred languages tend to rank better in customer retention and overall satisfaction.
This is evident in a 2023 Zendesk report, which found that over 70% of customers are happier when they receive a personalized experience. This means that call centers will very likely experience higher customer retention and loyalty rates as a result of offering language interpretation services.
Higher First-Call Resolution (FCR) Rates
The benefits of integrating language access services into utility call centers are expansive.
In emergency or otherwise stressful situations, time is of the essence. Call centers that offer language interpretation services experienced 35.67% higher FCR rates.
It’s worth noting that 70.2% of respondents experienced an increased FCR overall, while 72% of respondents reported quicker response times.
Customer loyalty and overall business growth are simply an added bonus. Language access services deliver a significant return on investment in the energy utilities space.
Use Case for Language Access
Translation and interpretation services let consumers ask questions about their bills and service. They ensure transparency and give all consumers equal access to the grid.
Common use cases for language access in the utilities sector include:
- Call center support
- Safety (in terms of drilling, digging, and planting)
- Outage management
Language access programs also offer critical guidance in an emergency or extreme weather event. Research shows that hearing emergency warnings in a person’s non-native language can make it more challenging to understand what’s happening. In 2017, the Thomas Fire burned through Southern California’s Ventura and Santa Barbara counties—places where one in three residents speak a language other than English at home. Though local governments tried to keep these communities informed of evacuation notices, road closures, and shelters, they were unprepared for the task.
At first, key information and updates were only available in English. Eventually, Ventura County used Google Translate to reach Spanish-speaking residents—but the automated service was flawed. For instance, instead of translating “brush fire” into incendio forestal, Google offered the Spanish word for “hairbrush.”
Local groups tried to fill the gaps—but they were no substitute for a streamlined, government-sanctioned language access plan. A state audit later found that Ventura County had failed to send evacuation notices in languages other than English. This put LEP residents at even greater risk.
To prevent these problems from occurring in the future, Ventura and Santa Barbara counties have hired full-time Spanish-speaking public information officers. One meteorologist, and his researcher colleagues, went so far as to create neutral terms that all Spanish speakers—regardless of their dialect or country of origin—could understand in a climate emergency.
Energy utility providers would do well to follow suit. In 2018, Texas state regulators informed IOUs that if they didn’t offer their Spanish-speaking customers the same electricity plans as their English-speaking clientele, the state’s PUC would remove them from the state-managed “Power to Choose” website (where millions of Texas shop for electric plans).
In 2023, the Electric Reliability Council of Texas (ERCOT) created a Spanish language version of the Texas Advisory and Notification System (TXANS), which shares grid notifications leading up to severe weather conditions.
Clearly, the best time to promote multilingual communications and develop a language access program is before an emergency outage or weather event takes place. Utilities should create, or finetune, their strategy as soon as possible to preserve LEP customer safety.
Chapter 2: The Pillars of a Language Access Plan in the Energy Sector
Language Access Plans for Utility Providers
Language access plans aren’t new to the energy sector, but they have certainly become more common. Many utilities have integrated interpretation, translation, and localization into their operations.
This chapter will explore key components of energy utility language access plans and describe why they matter.
Interpretation
Interpretation: Utilities must provide interpretation services at no cost for consumers who do not speak English (or who have limited English proficiency). Energy utilities should have multilingual staff available—or outsource interpretation services as needed.
Interpretation plays a critical role in utility call center support (specifically, when non-English-speaking consumers call the customer support line about billing, energy plans, and outages or emergencies).
Over-the-Phone Interpreting (OPI) can answer any questions—or address concerns—LEP consumers may have.
On-Site (OSI) and Video Remote Interpreting (VRI) solutions allow consumers with low English proficiency to understand energy trends, navigate provider decision-making, and voice their thoughts as needed.
The San Francisco Public Utilities Commission (SFPUC), for example, provides free interpreter services for public hearings, presentations, and meetings.
The PGLS interpretation platform provides on-demand interpreters as well as real-time usage reporting. Our device-agnostic solution uses industry-leading routing capabilities to guarantee access from any smart device.
Translation
Translation: Utilities must provide key documents and materials—including invoices, service notices, and safety insights listing what number to call before drilling or digging—in languages spoken by LEP communities within their service territory.
These translated materials must be free and readily available. Specifically, emails, marketing collateral, websites, and SMS notifications should all be translated (and localized when possible) in order to reach key demographics.
Outage management is a core focus here. Extreme weather events are moments of high volatility and high vulnerability—and they should be utility providers’ top priority from a language access standpoint.
In Minnesota, emergency preparedness infographics are available online via the state’s Department of Public Safety in common languages such as Hmong, Somali, and Spanish.
Localization
Localization: Business localization involves adapting a product, service or offering to meet the needs of a specific demographic. Energy utilities should localize all of their digital content, including their website, software, and user documentation.
Localization is important because it helps energy utilities build stronger customer relationships and grow in new markets with LEP audiences. Website localization is especially important. The process typically involves accessing the provider’s current content management system and making improvements over time.
Why does this matter? A 2020 CSA Research survey found that 76% of shoppers preferred to buy from websites available in their native language. Shopping for an energy utility company is no different.
And while some providers prefer to localize content using artificial intelligence (AI), this isn’t ideal from a search engine optimization (SEO) standpoint. AI content is less likely to resonate with consumers—and more likely to negatively impact search engine rankings.
When content is professionally translated and localized, the source site goes through a proxy server. This server removes the English content, replaces it with the translated content, and then delivers it back to the visitor’s web browser—essentially in real time.
This process will ensure site visitors with LEP can understand your content in any language you support. This will deliver a far more cohesive, comfortable, trustworthy experience.
The right provider—and a well-thought-out approach to language access—can help energy utilities not only comply with the latest regulations, but also meet their business objectives. From cost savings to customer satisfaction and safety, all parties can benefit.
At PGLS, we tailor our multilingual communications approach to the diverse needs of each client. Our organization has the tools, resources, and experience to help energy utilities achieve their language access goals.
Chapter 3: Steps Utilities Can Take to Create a Language Access Plan
Implementing a Language Access Plan
This chapter will outline what developing a language access plan might look like. From there, we’ll talk about how to put your strategy into action—with help from a trusted provider like PGLS. Consider the following strategies for effective rollout, monitoring, and continuous improvement.
How to Develop Your Language Access Plan
Designing a language access plan requires careful coordination. Utilities should take the following steps in order to build their own:
1. Plan carefully
Start by evaluating your current language access capabilities. An expert language access consultant can help evaluate your needs.
If you don’t currently have a program or plan in place, identify the need based on the language requirements of the people within your service territory.
Think about the size of your energy utility, the market you serve, and the events you experience in your region. (For example, providers in Florida, Mississippi, Louisiana, the Carolinas, and Georgia will need to integrate hurricane season into their language access plans.)
Providers always have the option to survey their community to assess demand.
2. Develop localized translation and interpretation services
Consider the language needs of your primary market. The City of Minneapolis, for example, identified Spanish, Somali, Hmong, Vietnamese, Amharic, Lao, and Oromo as core languages in its 2015 Language Access Plan.
3. Train staff to support consumers with LEP
Energy utilities have the option to incentivize bilingual staff to work for their organization.
To elevate your training, and support consumers with low English proficiency, you may also choose to work with a designated language service provider (LSP).
Piedmont Academy is an excellent training resource. The non-profit supports linguists in their effort to become certified professional interpreters.
4. Roll out your multilingual communication strategy
Now it’s time to finalize and implement your language access plan.
Carefully consider the timeframes, milestones, and stakeholders involved in this process. Make sure you prioritize targeted outreach to connect with the LEP customers who will benefit most from multilingual language access. Localized SMS notifications, and partnerships with government agencies, are equally effective marketing techniques.
Note that it’s better to roll out a thorough, effective program than it is to rush the process—particularly where consumer safety, transparency, and access to the energy grid are concerned.
5. Focus on continuous improvement
Utilities should plan to monitor and evaluate the effectiveness of their language access programs.
To do this, you may choose to collect feedback (from consumers and stakeholders), examine customer multilingual usage data, and conduct annual surveys to pinpoint areas for improvement.
You will also want to stay up-to-date on any demographic changes in your service territory. That way you can adjust your language services to meet the needs of the exact LEP populations you serve.
By following these strategies and continuously improving your language access plan, you can ensure everyone in your market has the resources—and linguistic supports—they need to effectively use your service. A language access plan will help consumers with low English proficiency communicate with customer support, confidently ask questions, and safely navigate outages and emergencies.
Chapter 4: How to Choose the Right Language Service Provider (LSP)
Selecting a Language Service Provider
Utilities must balance safety, cost effectiveness, and energy efficiency in their everyday operations. When choosing a language service provider, you probably want to connect with a partner who shares a similar outlook. When possible, the provider should also prioritize job creation, scholarships, and data security.
How Utilities Can Identify and Select the Right LSP
1. Evaluate the LSP’s background and experience in the utilities sector
Consider the provider’s industry knowledge, understanding of state and federal energy regulations, and commitment to environmentally-friendly initiatives.
PGLS has robust experience providing language solutions to utility companies such as Washington Gas, Dominion Energy, and Northern Virginia Electric Cooperative (NOVEC); government agencies; and other commercial clients. We also recognize the value of sustainability in the sector.
2. Consider the LSP’s ability to accommodate the languages spoken in your territory
Inquire about the provider’s cultural competence in working inclusively and sensitively with LEP communities.
PGLS often hires linguists who are local to the communities we serve. As a full-service LSP, we offer diverse, customizable solutions in more than 200 languages and dialects. Our experts are trained in the nuances of the utilities sector—and embedded in different service territories.
3. Review the LSP’s quality assurance (QA) and quality control (QC) processes
These processes may involve everything from vetting and training staff, to proofreading multilingual content and ensuring accuracy and timeliness.
PGLS has a robust ISO 9001:2015 Certified Quality Management System (QMS) that exceeds both ISO and ASTM International standards for the provision of language services. Our pool of 5,000+ language professionals are trained in this and continually honor these standards.
4. Assess the LSP’s commitment to data security
From translation requests to document management services, compliance, security, and efficiency are essential.
PGLS takes customer privacy and data security seriously. We proudly offer NIST 800-171-compliant network infrastructure, distribute non-disclosure agreements (NDAs) to all personnel, and facilitate annual security refresher trainings.
5. Consider how the LSP gives back to local communities
Energy utilities value partners who make a difference the same way they do. When searching for a language service provider, look for partners who celebrate the humanity in those they serve.
PGLS strives to make a difference in not only the cities where we operate, but in rural communities. A percentage of the linguists we hire are embedded directly in the customer’s service area, meaning they truly understand the needs of your target audience. And the PGLS Cares Foundation complements our corporation’s role by deploying resources toward systemic challenges in the communities we serve.
Key Considerations
→ Multilingual communications must be immediate (especially in emergency or extreme weather situations).
PGLS can accommodate fast turnarounds and offer solutions in real time. We work as efficiently as possible—and leverage technology as needed—to serve clients.
→ Multilingual communications must be cost-effective, with a measurable ROI (even for smaller utilities with tighter operating budgets).
PGLS offers a high return on investment, with translation and interpretation work that can save lives—and reduce the need for emergency services—in the energy sector.
→ Multilingual communications must be tailored to the energy utilities industry.
PGLS has a deep understanding of the sector’s evolution and core variances, from regional differences to the operational nuances of different utility providers.
→ Multilingual communications must be clear, accurate, and personalized.
PGLS offers client-centric project management and delivery, with a dedicated project manager assigned to each energy utility client. This promotes a customized approach.
PGLS Puts the Client First
Our team of linguists share an unwavering commitment to our core business philosophy. At PGLS, we promise to always stand behind our work and do everything in our power to meet our energy utility clients’ unique requirements. This promise is a key driver of the customer service model that guides everything we do.
Partner with PGLS to Empower Your Multilingual Communities
How Language Access Empowers Energy Utilities
We hope that by implementing the principles in this guide, energy utilities of all sizes—from across the United States—can better accommodate everyone in their service territory, regardless of their customers’ English speaking abilities. This will ensure language barriers never compromise a person’s safety, understanding, or access to the grid.
Comprehensive language access delivers positive outcomes for utility providers and customers alike. By investing in your multilingual communications program, you can invest in your organizational growth, better serve consumers, and embrace the latest energy trends with unprecedented transparency. Your customer satisfaction rate, revenues, and competitive edge will be better for it.
Exceeding Your Language Access Objectives
Your utility’s language access plan should create an environment where all consumers feel valued, seen, and appreciated—regardless of their language background or English proficiency.
By sharing this guide with energy utilities across the United States, we hope to support your organization in creating and implementing a language access plan in your service territory. We’re confident that by following these insights, you can foster an inclusive, sustainable community that empowers all parties to reach their fullest potential.
Contact PGLS today to learn more about our language solutions for energy utilities.