6.1d ERMUSR 11-09-2021UTILITIES COMMISSION MEETING
TO:FROM:
ERMU CommissionJennie Nelson – Customer Service Manager
MEETING DATE: AGENDA ITEM NUMBER:
November 9, 20216.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
I met with the City’s environmental coordinator, as well as representatives from Randy’s
Sanitation & Republic Services, to discuss pain points with the merger of Randy’s and
Republic. The lack of communication about upcoming changes has been very frustrating
for the customer servicedepartment.They listened to my feedback and assured us it
will improve. A few representatives from the customer service department will also be
meeting with the environmental coordinator to discuss contract extension language.
Our billing specialist and I met with staff from Austin Utilities (AU) and National
Information Solutions Cooperative (NISC) to discuss one of our service order processes.
This process has been a struggle for the customer service department as well as the
meter department for quite some time, and AU has similar issues. We discovered that
the process ERMU has been following is quite a bit smoother than what they do at AU,
so we compiled all of our process documents for them to review and potentially adopt.
Additionally, NISC is looking into a better process all together.
Our credit & collections specialist ran the processes to remove the assessable amounts
from all applicable accounts. Our accounting department prepares the final
spreadsheets to be included in the commission packet as well as sent to the City. This
process really is a collaborative effort every year!
Our customer service department is gearing up for the free LED bulb applications to
start rolling in again! This is a very popular program where customers receive four free
LEDs when they sign up for ERMU’s conservation e-newsletter. We expect many
responses again this year. Staff also assists in preparing the bags/bulbs and sorting the
addresses into a logical route for delivery.
I have submitted my resignation. My last day at Elk River Municipal Utilities will be
Monday, November 29.
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