Laserfiche WebLink
• Elk River <br />Municipal Utilities <br />UTILITIES COMMISSION MEETING <br />C7 <br /> <br />PllYIE~EO BY <br />~~~ <br />P OW EKED T O S ~^ `. <br />TO: FROM: <br />Elk River Municipal Utilities Commission Theresa Slominski -Finance and Office <br />John Dietz -Chair Manager <br />Daryl Thompson -Vice Chair <br />Al Nadeau -Trustee <br />MEETING DATE: AGENDA ITEM NUMBER: <br />March 20, 2012 6.1 <br />SUBJECT: <br />Staff U dates -Finance and Office Mana er <br />DISCUSSION: <br />We had 1163 credit card payment transactions in February, compared to 1092 in January. The <br />fee for February will be $2,616.75. <br />The new interface that will allow customers to obtain their account balance information, view <br />bills, and make and schedule payments online, is finally up and running! We went live with the <br />interface the last week of February and already have 200 customers signed up for bill <br />suppression (where we will not send them a paper bill and they will instead go online to retrieve <br />it) and 30 customers have scheduled future payments. There have been numerous phone calls of <br />customers calling to ask questions or request help with the new system and the feedback has <br />been very positive. <br />The auditors, Abdo Eick and Meyers (AEM), were here March l5t and 2°d and it went very well <br />with no adjusting entries proposed. We have begun work on the report and have an April 1S` <br />deadline to provide it to AEM for review to be able to present it to the commission in May. <br />Office staff completed a series of Customer Service workshops that concluded this month. <br />These workshops provided education on customer service tools, expectations, internal and <br />external communications, and lots of teamwork. One piece that was discussed at great length at <br />the conclusion was obtaining feedback from the customers on how we are doing with our goal of <br />providing excellent customer service. We are exploring our options on obtaining this <br />information. There are some options that are easily implemented with little cost, and others that <br />are more complex and expensive. It is my hope that this is an important goal of the commission <br />and we can explore these options and include something in our budget for next year. By having <br />this as a budget item, it would hopefully send a message that our customers' feedback and <br />satisfaction is important to us. <br />