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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU CommissionJennie Nelson – Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />April 13, 20216.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br /> Representatives from the customer service and water departments met to discuss the <br />residential backflow preventor program. Two water operators will become certified <br />testersin April and HydroCorp will beginsending annual testing reminder letters to <br />residents shortly after that. Our mapping technician, Angela, had some great <br />suggestions for scheduling appointments, workflow amongst departments, etc. More <br />detailed plans will be developed following the tester certification. <br /> <br /> Staff met with the City of Elk River building department to discuss the water meter <br />delivery/seal process. Previously, the plumber was not required to be at the property <br />when the meter was delivered, and the meter seal happened at a later date. The <br />process has been changed to require the plumber to be on site for the delivery and <br />install the meter while our operator is there, with the meter being sealed immediately <br />following installation. Staff worked with the building department to create an email <br />notification to plumbers informing them of the change. Our “New Water Service” <br />service order workflow was adjusted as well. <br /> <br /> A new process was formed to require irrigation contractors to submit information to <br />the customer service department when they install or remove an irrigation meter. A <br />new email address was created, and the contractor will be required to email the date of <br />installation/removal and initial/final reading. Our billing specialist will manage that <br />communication and enter those readings for billing. <br /> <br /> The Cold Weather Rule is coming to an end on April 15. We will continue not charging <br />penalties and our collection processes will largely operate the same as it has the last <br />several months despite the rule ending. However, it is likely that the number of <br />disconnections will increase. We also received word this week that the Department of <br />Commerce is requesting that utilities notify their assistance agencies of anticipated <br />disconnections so they can be prepared to work with customers. Our credit and <br />collections specialist has been incredibly diligent in making sure our customers are <br />______________________________________________________________________________ <br />Page 1 of 2 <br />511 <br />