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UTILITIES COMMISSION MEETING <br />TO:FROM: <br />ERMU CommissionJennie Nelson – Customer Service Manager <br />MEETING DATE: AGENDA ITEM NUMBER: <br />August 11, 2020 6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br /> The bill re-design is complete! In the summer of 2019, we rolled out a “soft” re-design <br />by changing the usage graph to usage circles and started separating ERMU charges from <br />City of Elk River charges. We have now completed our full re-design and the bills for <br />cycle 4 on August 5reflect the change. NISC has made many advances to their bill <br />message and template options. We are now able to tailor specific messages to specific <br />customers. For example, a trash delay message will now only go to customers who have <br />a trash service. We are also utilizing the back of the bill for detail information instead of <br />the information being stagnant from month to month. This allows us to have the <br />greatest transparency between what ERMU services and what we bill on behalf of <br />others like the City of Elk River and the City of Dayton. The communications department <br />and customer service department worked together to create an “Understanding Your <br />Bill” insert highlighting the design changes. We are looking forward to hearing feedback <br />from customers. This was a very labor-intensive project and I am incredibly grateful for <br />our Billing Specialist, Michelle Lee, and the rest of the customer service department’s <br />insight and help to complete this project. <br /> <br /> Customer Service Representative, Rachelle, sent letters to our frequent backflow <br />preventor testers informing them of our partnership with HydroCorp to manage <br />backflow prevention. We are scheduling a meeting with the City of Elk River Building <br />Department to discuss the changes as well. <br /> The City of Otsego was working with our attorney on a draft ordinance to have ERMU <br />bill franchise fees on their behalf. Communications seem to have halted. I will update <br />the Commission if they resume. <br />______________________________________________________________________________ <br />Page 1 of 1 <br />95 <br /> <br />