6.1. ERMUSR 06-12-2012 - Laserfiche WebLink

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Elk River Municipal Utilities 13069 Orono Parkway P.O.Box 430 Elk River,MN 55330 (763) 441-2020 UTILITIES COMMISSION MEETING TO: FROM: Elk River Municipal Utilities Commission Theresa Slominski—Finance and Office John Dietz—Chair Manager Daryl Thompson—Vice Chair Al Nadeau—Trustee MEETING DATE: AGENDA ITEM NUMBER: June 12, 2012 6.1 SUBJECT: Staff Updates—Finance and Office Manager DISCUSSION: We had 1378 credit card payment transactions in May, compared to 1394 in April. The fee for May should be $3,100.50. The decrease between April and May is largely due to the spring shut off activity in April. The United States Postal Service is mandating Intelligent Mail barcoding on mailing items effective January 28, 2013, per a notice received in May. This compliance is necessary to still achieve the mailing discount for our monthly bills. In contacting our software vendor, it is ready to implement once we have all of the details worked out with the post office for the identification numbers needed. We also need to work with an address verification service or purchase software to "clean" the addresses in order to be in compliance with the intelligent barcoding. There will be some changes and processes to implement and staff is researching options to work towards this compliance. We have had increased customer usage of their cell phones while in the lobby to make a payment or to inquire about their account. We have implemented signage and procedures that instruct the customer to refrain from cell phone use while transacting and interacting with staff at the front counter, to protect their privacy and to allow the best customer service experience. As a result of our customer service training concluding in March, a task group of staff has been working on creating a Customer Expectations "5 point list" with supporting language that we can P 1 W E R E 1 1 1 NATURE Reliable Public P O W E R E D T o S E R V E Power Provider