CC Minutes 04/14/2003 - Laserfiche WebLink

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211 212 213 214 215 216 217 218 219 220 221 222 223 224 225 226 228 229 230 231 232 233 234 235 236 237 238 239 240 241 242 243 244 CASSELBERRy CITY COMMISSION Minutes of April 14, 2003 - Special Meeting/Workshop VERBATIM TRANSCRIPT Page 8 of 79 BEN SHARMA: How would our rates compare you said? FRANK CLIFTON: Right. BEN SHARMA: That would be very difficult for me say because it is a FMPA wholesale power and its is not KUA's. At this point I cannot tell you correctly because I might say something wrong, but if you want I can send to the City Manager something. I can provide that information. You said Florida Power Corporation, or Florida Power; yeah. Florida Power Corp. Definitely. That's what he wants. BRUCE PRONOVOST: Other questions? Thank you. BEN SHARMA: Thank you. I would like to introduce our next speaker, it's Mike Geraghty. MIKE GERAGHTY: Thank you. Good evening folks. My name is Mike Garrety. I'm Vice President of Customer Service and Marketing for KUA, and I'm very pleased to be here, pleased to be able to talk a little bit about customer service and what we do. Basically, our motto in customer service is that we're always in a race for excellence. We live by that. We offer twenty- four hour a day, seven day a week customer service, meaning that we have people available by telephone twenty-four hours a day, seven days a week. Basically, the areas that we cover in customer service arc customer service itself. Our telephone bank, where we handle in excess of eighteen thousand calls per month. We do our own customer reading and billing. We've been doing that for many many years. We do our own credit collections, our write off percent in the credit collection area is less than half of one percent and it has been that way for many many years. As far as cash receipts go, we have many many options for customer payments. The one in particular that [ wanted to mention is that we do have our own electronic billing and our own electronic payment system that we designed and developed and implemented. Its very very popular, very user friendly and we've had as many as seventeen percent of our customer base pay by electronic means in the course ora month, which is very very high compared to industry averages. We also do power diversion investigation of power theft. We handle the mail center, energy auditing and facilities management. Our vision is to be the best examples of customer service in the electric utility industry and to have the right employees providing the right customer services at the right time. Our mission is to provide outstanding customer service to external and internal customers always. We are in a race against ourselves to achieve excellence in meeting the needs of all of our customers. We are committed to KUA and our community.