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�i <br />Elk River --�- <br />Municipal Utilities UTILITIES COMMISSION MEETING <br />TO: <br />FROM: <br />ERMU Commission <br />Sara Youngs —Administrations Director <br />MEETING DATE: <br />AGENDA ITEM NUMBER: <br />January 10, 2023 <br />6.1b <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br />• Office walk-in traffic for December consisted of 62 customers, averaging 16 customers <br />per week over the 4.5-week period. <br />• ERMU red tag notification count for December under the Cold Weather Rule. <br />o Cycle 3 — 24 red tag notifications <br />o Cycle 4 — 13 red tag notifications and 4 disconnections <br />o Cycle 1— 38 red tag notifications <br />o Cycle 2 — 18 red tag notifications and 1 disconnection <br />• During the month of December 2022, the customer service team entered 76 payment <br />arrangements with customers. During December 2021 there were 42 payment <br />arrangements. <br />• The year-end process within National Information Solutions Cooperative's iVUE <br />software was a success. All fees have been updated for 2023. Rates for 2023 will be <br />updated for the February billing cycle. <br />• The hiring process for the vacant customer service representative position will begin the <br />week of January 9, 2023. <br />• The customer service team is seeing an increase in trash and recycling phone calls due <br />to residents failing to set out carts on their designated days of the week during the <br />holiday season. There have also been calls about missed service due to recent winter <br />weather. <br />• The customer service team is working with Republic Services and the city regarding the <br />new contract language for missed service and the associated return fee. <br />• As I begin the year in my new role as administrations director I look forward to learning <br />from some of the best in the business to continue making ERMU a best -in -class utility. <br />Page 1 of 1 <br />102 <br />