City of San Antonio - Department of Human Services Launches Digital Utility Credit Application.


SAN ANTONIO (Dec. 14, 2018) – The City of San Antonio’s Department of Human Services (DHS) announced the general availability of a new, Emergency Utility Bill Assistance online application, available at during the last week of November. The online application simplifies the previous paper-based process by eliminating the need for residents to print and photocopy supporting documentation (photo ID, proof of income, CPS Energy or SAWS bill), and mail documents or visit the Willie Velasquez Center to obtain assistance. Instead, residents can now complete the application online and upload required documents using their smartphone or tablet’s built-in camera.

“We have found that most of our clients today have a smartphone, even if they don’t have a computer,” Human Services Director Melody Woosley said. “We wanted to make it easy for residents to use that phone to apply for the assistance they need.”

The majority of population growth over the next fifty years will occur in urban areas. Cities must invest in infrastructure and digital services to address this growth in a sustainable way.


Kinetech, a custom software-as-a-service provider, was selected to develop the solution because of their expertise in agile development, digital transformation, and cloud architecture.

The emergency utility assistance program helps the city’s most vulnerable residents during times of need to avoid power and water service shut-offs whenever possible. The average annual income of applicants for assistance is approximately $14,000. The program processes over 10,000 applications annually, administering approximately $2.4 million in City Public Service (CPS) Energy bill assistance and $400,000 in San Antonio Water Systems (SAWS) credits. Human Services works closely with CPS Energy and SAWS to apply the assistance credits to the bills of eligible residents in need.

“The new online application system allows our staff to provide real-time updates to clients.  When a family faces utility disconnection, time is of the essence. This application allows for faster communication with clients, to help complete their application and keep utilities connected,” Woosley said.

Additional benefits of the application include a self-service portal where applicants can check the status of their application, view the average processing time for the past thirty days, and receive automated notifications each time the status of their application changes. 

“Virtually every industry is being impacted by technology and local government is no different,” said Michael Guido, CEO of Kinetech. “The majority of population growth over the next fifty years will occur in urban areas. Cities must invest in infrastructure and digital services to address this growth in a sustainable way.”

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The DHS solution aligns with San Antonio’s Smart City Initiative – to have San Antonio be connected, inclusive, and resilient. Interested citizens can find out more at


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