6.1d ERMUSR 08-09-2022______________________________________________________________________________
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UTILITIES COMMISSION MEETING
TO:
ERMU Commission
FROM:
Sara Youngs – Customer Service Manager
MEETING DATE:
August 9, 2022
AGENDA ITEM NUMBER:
6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
• Office walk-in traffic for July consisted of 75 customers, averaging 19 customers per
week over the 4-week period.
• ERMU disconnects for July-as of August 3-consisted of:
o Cycle 2 – disconnected in June
o Cycle 3 – 12 disconnects
o Cycle 4 – 12 disconnects
o Cycle 1 – 23 disconnects
• One apartment building is still disconnected from June.
• The customer service manager and a customer service representative met with Zendesk
to demo their website chat feature for potential implementation on ERMU’s site.
• The customer service manager visited Austin Utilities on August 8 to meet with their
customer service manager to gain additional knowledge on chat features, text features,
online applications, and the position in general.
• Backflow prevention testing program update:
o 143 of the 199 testable residential devices have been assessed, a 71.8%
completion percentage.
o Our contractor who is assisting with this program, HydroCorp, has sent letters to
the 56 remaining residents.
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