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______________________________________________________________________________ <br /> <br />Page 1 of 1 <br /> <br /> <br /> <br /> <br /> <br />UTILITIES COMMISSION MEETING <br /> <br />TO: <br />ERMU Commission <br />FROM: <br />Sara Youngs – Customer Service Manager <br />MEETING DATE: <br />August 9, 2022 <br />AGENDA ITEM NUMBER: <br />6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br /> <br />DISCUSSION: <br />• Office walk-in traffic for July consisted of 75 customers, averaging 19 customers per <br />week over the 4-week period. <br /> <br />• ERMU disconnects for July-as of August 3-consisted of: <br />o Cycle 2 – disconnected in June <br />o Cycle 3 – 12 disconnects <br />o Cycle 4 – 12 disconnects <br />o Cycle 1 – 23 disconnects <br />• One apartment building is still disconnected from June. <br /> <br />• The customer service manager and a customer service representative met with Zendesk <br />to demo their website chat feature for potential implementation on ERMU’s site. <br /> <br />• The customer service manager visited Austin Utilities on August 8 to meet with their <br />customer service manager to gain additional knowledge on chat features, text features, <br />online applications, and the position in general. <br /> <br />• Backflow prevention testing program update: <br />o 143 of the 199 testable residential devices have been assessed, a 71.8% <br />completion percentage. <br />o Our contractor who is assisting with this program, HydroCorp, has sent letters to <br />the 56 remaining residents. <br /> <br /> <br /> <br /> <br />101