6.1b ERMUSR 01-10-2023�i
Elk River --�-
Municipal Utilities UTILITIES COMMISSION MEETING
TO:
FROM:
ERMU Commission
Sara Youngs —Administrations Director
MEETING DATE:
AGENDA ITEM NUMBER:
January 10, 2023
6.1b
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
• Office walk-in traffic for December consisted of 62 customers, averaging 16 customers
per week over the 4.5-week period.
• ERMU red tag notification count for December under the Cold Weather Rule.
o Cycle 3 — 24 red tag notifications
o Cycle 4 — 13 red tag notifications and 4 disconnections
o Cycle 1— 38 red tag notifications
o Cycle 2 — 18 red tag notifications and 1 disconnection
• During the month of December 2022, the customer service team entered 76 payment
arrangements with customers. During December 2021 there were 42 payment
arrangements.
• The year-end process within National Information Solutions Cooperative's iVUE
software was a success. All fees have been updated for 2023. Rates for 2023 will be
updated for the February billing cycle.
• The hiring process for the vacant customer service representative position will begin the
week of January 9, 2023.
• The customer service team is seeing an increase in trash and recycling phone calls due
to residents failing to set out carts on their designated days of the week during the
holiday season. There have also been calls about missed service due to recent winter
weather.
• The customer service team is working with Republic Services and the city regarding the
new contract language for missed service and the associated return fee.
• As I begin the year in my new role as administrations director I look forward to learning
from some of the best in the business to continue making ERMU a best -in -class utility.
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