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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU CommissionJennie Nelson – Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />November 10, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br /> Significantwork has been done over the last couple weeks on a Petition & Waiver <br />Agreement for a customer whose well failed and needed to connect to city water. The <br />agreement is signed and will be assessed this year. <br /> New electric and water services continue to be steady for the customer service <br />department. There are a few apartment buildings that are in the construction phase and <br />will end up taking quite a bit of time for our Billing Specialist to setup in the billing <br />system. <br /> Applications to temporarily stop trash service have increased as people prepare to leave <br />the area over the winter. <br />Our Credit and Collections Specialist worked through some software challenges with the <br />Minnesota E-Heat system to upload our cost and consumptions for energy assistance <br />season. She was very patient as the State upgraded their software and she ended up <br />having to provide a lot of the data manually to assistance providers. <br /> I have been working with our accounting department and our Conservation and Key <br />Accounts Manager on two custom reports from National Information Solutions <br />Cooperative (NISC). There is a lot of back and forth with NISC’s programmers, but we are <br />making headway! <br /> I attended the APPA Customer Connections Virtual Conference on October 27 and 28. <br />While it was certainly not the same as attending in person, they tried to engage the <br />attendees and provide valuable information. The conference was largely centered <br />around the COVID-19 pandemic and the biggest takeaway for me is that we are handing <br />the pandemic in a very similar way to other utilities. It was great to hear some <br />brainstorming on how to tackle new challenges and I left the conference feeling good <br />about the decisions that have been made in the customer service department and the <br />company overall. I also listened to some sessions on AMI, customer journey mapping, <br />and measuring call center success. <br />______________________________________________________________________________ <br />Page 1 of 1 <br />91 <br />