Loading...
4.9 SR 02-21-2023�, Elk s �- River Request for Action To Item Number Ma Tor and CinT Council 4.9 Agenda Section Meeting Date Prepared by Consent A enda FebYuar�r 21, 2023 Suzanne FischeY, Env Services�S ecial PYo�ects DirectoY Item Description Reviewed by Memorandum of Understanding with Elk River Jared Shepherd, Cit�r Attorne�r Municipal Utilities for Billing and Customer Services Mark Hanson, ERIVIU General Mana er Reviewed by Action Requested Approve, byT motion, a Memorandum of Understanding (MOU), �uith the Elk River Municipal Utilities (ERMU) for customer service and billing services associated with the garbage & recyTcling programs. Background/Discussion Staff Yecognized there was not an agreement in place foY the customer service and billing services provided by ERMU. rllthough this aYYangement has been in place foY many yreaYs, both paYties undeYstand a foYmal agreement should be in place. Financial Impact N/A Mission/Policy/Goal Responsible for everyT dollar — good stewards. Attachments ■ MOU — Customer Service & Billing Services between the City of Elk River & ERMU. The Elk River Vision A 2a�elcolning co�nlnunity 2a�ith T evolutiona� y and spizzted T esou� cefulness, exceptional se�vice, and coln�nunity engagelnent that encou�ages and ins�iz•es pTo�pe�zty. rowEREo ar �I'1 ���� Update�l• January 2023 MEMORANDUM OF UNDERSTANDING REGARDING CUSTOMER SERVICE & BILLING SERVICES BETWEEN THE CITY OF ELK RIVER AND ELK RIVER MUNICIPAL UTILITIES FEBRUARY 21, 2023 This Memorandum of Understanding (MOU) is entered into this 215` dayT of FebruaryT 2023, byT and between the CityT of Elk River ("Cit�'), and the Elk River Municipal Utilities ("ERMU"). WHEREAS, the CityT recognizes ERMU possesses the capabilityT to provide customer service and billing services as specified below; and, WHEREAS, the Cit�T desires to obtain said services as specified herein; and, WHEREAS, the ERIVIU has agreed to perform said services for the Cit�T in accordance �vith this MOU. NOW, THEREFORE, in consideration of the above and of the mutual promises and other good and valuable considerations set forth below, the Cit�T and the ERMU enter this MOU and agree as follo`vs: ARTICLE I - SERVICES ERIVIU agrees to undertake and complete customer service and billing services as provided in Exhibit A ("Ser�rices"). ARTICLE II - COMPENSATION AND METHOD OF PAYMENT In consideYation of the satisfactoryr performance and deliveryr of the Services, the Cityr shall pay ERMU at the rate specified in the Exhibit A. All invoices shall be submitted monthly for the prior month's activit�r and within 30 calendar da�Ts after the completion and acceptance of the Services provided by the ERIVIU. Invoices shall include the following information: 1. Invoice date 2. Line item of customer service/billing charges provided for the follo`ving accounts: a. Garbage & RecyTcling Billing Charges b. SeweY Billing ChaYges c. Stormwater Billing Charges d. Penalties Collected e. LaboY Office Billable £ Garbage Office Billable g. Stormwater Office Billable h. Total Amount Due Pa�Tments to ERIVIU for each deliverable shall be made as soon as possible after the acceptance of the deliverable and after receipt of a proper invoice. There will be no charges for past due pa�Tment of invoices. COER — ERMU. Customer Service and Billing Services MOU 2023-2026 1 � I� � �. ARTICLE III — TERM 4.9at1 The initial term shall begin on FebruaryT 21, 2023, and expire on December 31, 2023. The MOU shall be Yenewed automatically foY succeeding teYms of one (1) yeaY each foY up to three (3) yeaYs unless either partyT gives written notice to the other at least sixtyT (60) days prior to the renewal date of their intent to discontinue the MOU. During any renewal term, the terms, conditions, and provisions set forth in this MOU shall remain in effect unless modified in accordance with Section IV. ARTICLE IV — MODIFICATIONS Any modifications to this MOU must be in writing and signed byr authorized Yepresentatives of both parties. ARTICLE V- REPRESENTATIVES The following individuals are designated as representatives for their respective parries: For the City: CityT Administrator For ERMU: GeneYal ManageY ARTICLE VI - KEY PERSONNEL, if a�plicable ER1�N agrees that the follo`ving positions are essential to the `vork being performed hereunder, and are designated as KeyT Positions who shall be made available to the full extent required to conduct the work under this MOU: Customer Service Representative, Billing Specialist, Collections, Administrative Director, and anyT seasonal or operational personnel. Should these positions become unavailable during the term of this MOU, personnel of at least equivalent capabilit�T shall be assigned to the project. ARTICLE VII — ENTIRE AGREEMENT This Memorandum embodies the whole agYeement of the paYties. There are no pYomises, teYms, conditions, or obligations regarding the parties' agreement, other than those contained herein, or incorporated herein byT reference. COER — ERMU. Customer Service and Billing Services MOU 2023-2026 2�I�� �. ARTICLE VIII - SIGNATURES In acknowledgement of the foregoing description of the terms and requirements of this MOU, these authorized signatories of the Parties do hereby attest to their acceptance of these terms and conditions. For the CityT: Date Attest: Tina Allard, City Clerk Date John J. Dietz, Ma�roY FoY ERMU: John J. Dietz, ERMU Chair Mark Hanson, General Manager COER — ERMU. Customer Service and Billing Services MOU 2023-2026 3 � I� � �. Exhibit A— SCOPE OF WORK 1. Provide customer service assistance via telephone, email, letter, or at the counter regarding garbage and recyTcling accounts, services, rates structures, and payTments. 2. Research and respond to customer service complaints and/or billing questions in relation to garbage, recycling, sewer, and stormwater services. 3. Receive, process and document customer inquiries for garbage and recyTcling, sewer, and stoYmwateY payments/fees. 4. Establish and maintain customeY accounts; monitoY and ensuYe the accuYacyr of account information on a continuing basis. 5. Process and document Temporary Stop In Service requests (customers requesting over a 6- month period shall be referred to the Cit�T (Environmental Services), for review and approval/denial. 6. Manage initial complaints from customers calling to report missed service, cart damage, cart size changes, or other associated issues. 7. Process and document an�� Door Side Service forms submitted (those clairniug a marginal justification shall be YefeYYed to the City (Environmental Services), for review and approval/denial. 8. Check to ensure that appropriate changes were made to resolve customers' problems. 9. Contact customeYs to Yespond to inquiries or to notify them of any planned adjustments. 10. Resolve customers' service or billing complaints byT performing activities such as crediting account, refunding moneyT, or adjusting bills. 11. Obtain and examine all relevant information to assess validit�T of complaints and to determine possible causes, such as extreme `veather conditions that could increase utilityT bills. 12. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken. 13. Send monthly billing logs and monthly invoices to the City (Finance Dept). COER — ERMU. Customer Service and Billing Services MOU 2023-2026 4�I�� �. Exhibit A— SCOPE OF WORK (Con't). Current Fees 2023 - 2026 Unit price will be based on the passthrough billing rate from NISC for each billable agreement. Service Provided Unit Price Garba e Billin Char es .09 +$75 Sewer Billing Charges .09 + $75 Storm�vater Billin Char es .09 + $75 Penalties Collected — Labor Office Billable Garbage & Storm`vater Office Billing � 20hr/wk. LaboY Office Billable (seasonal fluctuations) COER — ERMU. Customer Service and Billing Services MOU 2023-2026 5 � I� � �.