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______________________________________________________________________________ <br /> <br />Page 1 of 1 <br /> <br /> <br /> <br /> <br /> <br />UTILITIES COMMISSION MEETING <br /> <br />TO: <br />ERMU Commission <br />FROM: <br />Jennie Nelson – Customer Service Manager <br />MEETING DATE: <br />May 11, 2021 <br />AGENDA ITEM NUMBER: <br />6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br /> <br />DISCUSSION: <br />• Sewer averages reset for all May billings, so we are busy combing through questionable <br />increases/decreases to determine if an adjustment is needed. Thankfully, our Billing <br />Specialist consistently notifies customers of potential leaks/running toilets/running <br />softeners so we have great information documented on the account to assist us in the <br />process. <br /> <br />• The new residential developments have continued to be steady! Our Customer Service <br />Representatives have done a great job communicating with builders and facilitating <br />electric installs/water meter deliveries. They quickly adapt to change as we have <br />improved our processes and I appreciate their willingness to provide feedback on what <br />we can improve upon. <br /> <br />• The Cold Weather Rule has come to an end and our Credit & Collections Specialist is <br />continuing to comb through accounts to ensure customers are held accountable while <br />being considerate to their financial circumstances. Energy assistance payments are <br />steady and the Credit & Collections Specialist, as well as our Customer Service <br />Representatives, do a great job making sure payments are applied accurately. <br /> <br />• The Customer Service Representatives assisted the Conservation department with <br />stuffing and mailing the Clean Energy Choice certificates. <br /> <br />• We have implemented a new process to manage AppSuite upgrades, which is our <br />mobile work management system. Upgrades are released multiple times per month, <br />and it can be challenging to capture everything that changed and/or enhancements that <br />we would like to take advantage of that may need additional setup. I have several <br />enhancements to investigate further and hopefully they will provide additional <br />efficiencies. <br />278