6.1d ERMUSR 05-11-2021______________________________________________________________________________
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UTILITIES COMMISSION MEETING
TO:
ERMU Commission
FROM:
Jennie Nelson – Customer Service Manager
MEETING DATE:
May 11, 2021
AGENDA ITEM NUMBER:
6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
• Sewer averages reset for all May billings, so we are busy combing through questionable
increases/decreases to determine if an adjustment is needed. Thankfully, our Billing
Specialist consistently notifies customers of potential leaks/running toilets/running
softeners so we have great information documented on the account to assist us in the
process.
• The new residential developments have continued to be steady! Our Customer Service
Representatives have done a great job communicating with builders and facilitating
electric installs/water meter deliveries. They quickly adapt to change as we have
improved our processes and I appreciate their willingness to provide feedback on what
we can improve upon.
• The Cold Weather Rule has come to an end and our Credit & Collections Specialist is
continuing to comb through accounts to ensure customers are held accountable while
being considerate to their financial circumstances. Energy assistance payments are
steady and the Credit & Collections Specialist, as well as our Customer Service
Representatives, do a great job making sure payments are applied accurately.
• The Customer Service Representatives assisted the Conservation department with
stuffing and mailing the Clean Energy Choice certificates.
• We have implemented a new process to manage AppSuite upgrades, which is our
mobile work management system. Upgrades are released multiple times per month,
and it can be challenging to capture everything that changed and/or enhancements that
we would like to take advantage of that may need additional setup. I have several
enhancements to investigate further and hopefully they will provide additional
efficiencies.
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