6.1d ERMUSR 04-13-2021UTILITIES COMMISSION MEETING
TO:FROM:
ERMU CommissionJennie Nelson – Customer Service Manager
MEETING DATE: AGENDA ITEM NUMBER:
April 13, 20216.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
Representatives from the customer service and water departments met to discuss the
residential backflow preventor program. Two water operators will become certified
testersin April and HydroCorp will beginsending annual testing reminder letters to
residents shortly after that. Our mapping technician, Angela, had some great
suggestions for scheduling appointments, workflow amongst departments, etc. More
detailed plans will be developed following the tester certification.
Staff met with the City of Elk River building department to discuss the water meter
delivery/seal process. Previously, the plumber was not required to be at the property
when the meter was delivered, and the meter seal happened at a later date. The
process has been changed to require the plumber to be on site for the delivery and
install the meter while our operator is there, with the meter being sealed immediately
following installation. Staff worked with the building department to create an email
notification to plumbers informing them of the change. Our “New Water Service”
service order workflow was adjusted as well.
A new process was formed to require irrigation contractors to submit information to
the customer service department when they install or remove an irrigation meter. A
new email address was created, and the contractor will be required to email the date of
installation/removal and initial/final reading. Our billing specialist will manage that
communication and enter those readings for billing.
The Cold Weather Rule is coming to an end on April 15. We will continue not charging
penalties and our collection processes will largely operate the same as it has the last
several months despite the rule ending. However, it is likely that the number of
disconnections will increase. We also received word this week that the Department of
Commerce is requesting that utilities notify their assistance agencies of anticipated
disconnections so they can be prepared to work with customers. Our credit and
collections specialist has been incredibly diligent in making sure our customers are
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made aware of the assistance available to themas well as making reasonable
arrangements thathelp protect allour customers. The incredible staff we have is really
the driver behind our great collection statistics.
The City of Otsego has reached out again to restart the franchise fee conversation. It
appears they are looking to implement a fee sometime this year.
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