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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 />June 9, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br /> The entire customer service department isback in the office and the phones are no <br />longer rolled to Cooperative Response Center. <br /> Due to COVID-19, we worked with National Information Solutions Cooperative (NISC) to <br />create new reminder notices to send to past due customersreferencing energy <br />assistance resources. The first batch of notices went out this week. <br /> <br /> Our bill redesign project is still underway. NISC just notified us that the programming <br />team is finished, and bills are ready to be reviewed. We will spend one month testing <br />the new format before sending them out to customers. <br /> <br /> Staff is spending a significant amount of time working through AppSuite processes to <br />determine best practices now that we are more familiar with how the system works. <br /> We are working through the customer service department’s 2020 initiatives to <br />determine which can be completed in a safe manner. <br /> <br /> <br />______________________________________________________________________________ <br />Page 1 of 1 <br />138 <br />