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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU CommissionJennie Nelson – Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />November 9, 20216.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br /> I met with the City’s environmental coordinator, as well as representatives from Randy’s <br />Sanitation & Republic Services, to discuss pain points with the merger of Randy’s and <br />Republic. The lack of communication about upcoming changes has been very frustrating <br />for the customer servicedepartment.They listened to my feedback and assured us it <br />will improve. A few representatives from the customer service department will also be <br />meeting with the environmental coordinator to discuss contract extension language. <br /> <br /> Our billing specialist and I met with staff from Austin Utilities (AU) and National <br />Information Solutions Cooperative (NISC) to discuss one of our service order processes. <br />This process has been a struggle for the customer service department as well as the <br />meter department for quite some time, and AU has similar issues. We discovered that <br />the process ERMU has been following is quite a bit smoother than what they do at AU, <br />so we compiled all of our process documents for them to review and potentially adopt. <br />Additionally, NISC is looking into a better process all together. <br /> <br /> Our credit & collections specialist ran the processes to remove the assessable amounts <br />from all applicable accounts. Our accounting department prepares the final <br />spreadsheets to be included in the commission packet as well as sent to the City. This <br />process really is a collaborative effort every year! <br /> <br /> Our customer service department is gearing up for the free LED bulb applications to <br />start rolling in again! This is a very popular program where customers receive four free <br />LEDs when they sign up for ERMU’s conservation e-newsletter. We expect many <br />responses again this year. Staff also assists in preparing the bags/bulbs and sorting the <br />addresses into a logical route for delivery. <br /> <br /> I have submitted my resignation. My last day at Elk River Municipal Utilities will be <br />Monday, November 29. <br />______________________________________________________________________________ <br />Page 1 of 1 <br />105 <br />