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�i <br />Elk River --�- <br />Municipal Utilities UTILITIES COMMISSION MEETING <br />TO: <br />FROM: <br />ERMU Commission <br />Sara Youngs —Customer Service Manager <br />MEETING DATE: <br />AGENDA ITEM NUMBER: <br />December 13, 2022 <br />6.1d <br />SUBJECT: <br />Staff Update <br />ACTION REQUESTED: <br />None <br />DISCUSSION: <br />• Office walk-in traffic for November consisted of 86 customers, averaging 19 customers <br />per week over the 4.5-week period. <br />• ERMU red tag notification count for November under the Cold Weather Rule. <br />o Cycle 2 —11 red tag notifications and 1 disconnection <br />o Cycle 3 —16 red tag notifications and 2 disconnections <br />o Cycle 4 —17 red tag notifications <br />o Cycle 1— 39 red tag notifications <br />o Cycle 2 — 28 red tag notifications and 2 disconnections <br />• The customer service manager and billing specialist have started the year end training <br />with our software provider National Information Solutions Cooperative. <br />• The customer service team participated in a training session for the language line <br />provided by Cooperative Response Center (CRC). This line provides translation services <br />to staff experiencing a language barrier with a customer. CRC is our after-hours call <br />center; part of our contract allows us to utilize their language line. <br />• During the month of November 2022, the customer service team entered 104 payment <br />arrangements with customers. During November 2021 there were 50 payment <br />arrangements. <br />• Customer service staff will be working with the communications department on the <br />upcoming SmartHub redesign launch. This online tool allows for our customers to view <br />their bills, sign up for automatic payments, make a onetime payment, view their usage, <br />and contact ERMU. <br />Page 1 of 1 <br />160 <br />