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UTILITIES COMMISSION MEETING <br />TO: FROM: <br />ERMU Commission Jennie Nelson Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />April 14, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br /> <br />DISCUSSION: <br />We have been busy working through the changes to our department due to COVID-19. <br />We are currently not penalizing any accounts for late payments, sending any reminder <br />notices, or doing any disconnects for non-payment. ve spent significant time working <br />with our software company, National Information Solutions Cooperative (NISC), to <br />accommodate these changes. Attached is a document we received from Tri-Cap <br />regarding new application requirements for customers seeking assistance. <br /> <br />The Customer Service Department created a staggered schedule to handle all customer <br />inquiries during COVID-19. Our phones are rolled to our after-hours service, Cooperative <br />Response Center (CRC), and we are responding to all the inquiries that CRC takes as <br />customers call in. There are certainly bumps in the road, but it is going well. Based on a <br />few of data from CRC, our call volume was ranging between 65 and over <br />100 calls per day at the end of March. <br /> <br />NISC had to perform a data fix on April bills to refund some City of Elk River and <br />Sherburne County Transit Taxes to our customers. We had been collecting those taxes <br />on garbage service and we should not have been. Unfortunately, the State of Minnesota <br />was not clear on which taxes are applicable for solid waste, but they have given us <br />direction to refund those taxes and no longer collect for that service. <br /> <br />Staff continues to work through any issues related to the AppSuite implementation. <br />Weve had to tweak many processes, fix data errors, and create new procedure <br />documentation. This will likely be an ongoing process. <br /> <br />ATTACHMENTS: <br />Tri-County Action Program Flyer <br />______________________________________________________________________________ <br />Page 1 of 1 <br />202 <br />