6.1d ERMUSR 12-13-2022�i
Elk River --�-
Municipal Utilities UTILITIES COMMISSION MEETING
TO:
FROM:
ERMU Commission
Sara Youngs —Customer Service Manager
MEETING DATE:
AGENDA ITEM NUMBER:
December 13, 2022
6.1d
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
• Office walk-in traffic for November consisted of 86 customers, averaging 19 customers
per week over the 4.5-week period.
• ERMU red tag notification count for November under the Cold Weather Rule.
o Cycle 2 —11 red tag notifications and 1 disconnection
o Cycle 3 —16 red tag notifications and 2 disconnections
o Cycle 4 —17 red tag notifications
o Cycle 1— 39 red tag notifications
o Cycle 2 — 28 red tag notifications and 2 disconnections
• The customer service manager and billing specialist have started the year end training
with our software provider National Information Solutions Cooperative.
• The customer service team participated in a training session for the language line
provided by Cooperative Response Center (CRC). This line provides translation services
to staff experiencing a language barrier with a customer. CRC is our after-hours call
center; part of our contract allows us to utilize their language line.
• During the month of November 2022, the customer service team entered 104 payment
arrangements with customers. During November 2021 there were 50 payment
arrangements.
• Customer service staff will be working with the communications department on the
upcoming SmartHub redesign launch. This online tool allows for our customers to view
their bills, sign up for automatic payments, make a onetime payment, view their usage,
and contact ERMU.
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