4.2. ERMUSR 12-15-2009 - Laserfiche WebLink

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Elk River -~-~ Municipal Utilities 13069 Orono Parkway • P.O. Box 430 Elk River, MN 55330-0430 December 2, 2009 To: Elk River Municipal Utilities Commission John Dietz Jerry Gumphrey Daryl Thompson From: Troy Adams Subject: Review and Consider Electric On-Call Cell Phone Phone: 763.441.2020 Fax: 763.441.8099 While the commission discussed the After-Hours Electric Reconnects topic at the November 1 ~cn commission meeting, there was also discussion regarding the electric on-call cell phone. The cell phone used for on-call is passed from employee to employee as the on-call weekly rotation occurs. This cell phone number has been provided to Great River Energy, Sherburne County Dispatch, Elk River Police Department, Elk River Fire Department, and others. During the discussion pertaining to the after-hour reconnects it was noted that customers have been calling the on-call cell phone directly. The commission felt the on-call electric employee should not be taking these calls directly. It was believed that these direct calls were a result of the customers knowing or saving the on-call phone number and then contacting the on-call employee directly instead of calling the main phone number. The commission directed staff to change the on-call phone number. Although there may be customers that do save the on-call phone number, this was not the only reason for the direct calls. On one of the forms used to notify the customers they have been turned off for non-payment is listed the on-call phone number as an after-hours point of contact. This form is attached for reference. Staff believes this is the reason for many of those direct calls. Due to this, changing the phone number has been delayed pending commission review. These forms have been revised to reflect the recent policy change eliminating after-hours reconnects as well as removing the on-call phone number. Staff recommends the commission allow the current phone number to remain.