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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU CommissionJennie Nelson – Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />October 13, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None. <br />DISCUSSION: <br /> The Customer Service Department spent significant time working through process <br />changes in our work management software, AppSuite. We have worked with National <br />Information Solutions Cooperative, and other departments within ERMU, to brainstorm <br />new ways to maximize the efficiency of the software andaccommodate our multiple <br />services. Staff is incredibly grateful that employees have been flexible as we find the <br />best processes moving forward. <br /> ERMU’s Credit and Collections Specialist has prepared the assessment letters for 2020. <br />This is a very time-intensive, detail-oriented process and staff works very hard to make <br />sure the data is accurate. There is a deadline of November 1for payments to be made in <br />order to avoid assessment. <br /> ERMU’s Billing Specialist has been working on a project to move our procedure <br />documents over to a new Standard Operating Procedure template. Many of our <br />processes have changed since we have gone live with AppSuite, so the next step will be <br />to edit the procedures for content changes. <br /> New electric and water services continue to keep our Customer Service Representatives <br />(CSRs) busy! <br />The free LED bulb program was incredibly popular. Our CSRs spent a lot of time packing <br />bags and entering service orders on customer’s accounts. One of our CSRs, Jessica, <br />prepared all the directions for Tom to deliver the bags, which was quite an undertaking! <br />In March, the Public Utilities Commission asked for voluntary compliancefrom <br />Minnesota utilities innot penalizingdelinquent accountswhile the statewas under a <br />Peacetime Emergency Order, and ERMUagreed. Recentlyother city and utility boards <br />have given direction to start chargingpenalties again, so staff would liketo inform the <br />ERMUcommission that we are not penalizingfor delinquent bills and have no plan to do <br />so while under the Emergency Order, unless the Commission directed otherwise. When <br />direction is given to start penalizing again, staff would prefer to give customers at least <br />one month notice. <br />______________________________________________________________________________ <br />Page 1 of 1 <br />74 <br />