6.1.D ERMUSR 06-09-2020UTILITIES COMMISSION MEETING
TO:FROM:
ERMU Commission Jennie Nelson – Customer Service Manager
MEETING DATE: AGENDA ITEM NUMBER:
June 9, 2020 6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
The entire customer service department isback in the office and the phones are no
longer rolled to Cooperative Response Center.
Due to COVID-19, we worked with National Information Solutions Cooperative (NISC) to
create new reminder notices to send to past due customersreferencing energy
assistance resources. The first batch of notices went out this week.
Our bill redesign project is still underway. NISC just notified us that the programming
team is finished, and bills are ready to be reviewed. We will spend one month testing
the new format before sending them out to customers.
Staff is spending a significant amount of time working through AppSuite processes to
determine best practices now that we are more familiar with how the system works.
We are working through the customer service department’s 2020 initiatives to
determine which can be completed in a safe manner.
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