DEPARTMENT PERFORMANCE
Commerce - Iowa Utilities Board
Geri Huser,
Chair
Mission Statement:
The Iowa Utilities Board is valued as the regulatory expert and solutions-oriented partner in electric, natural gas, and telecommunications issues.
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Performance Plan - How we measure our progress
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Strategic Plan - How we plan for progress
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Performance Report - How we report our progress
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Department Home Page - Learn more about this department
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Why
this is important:
Utility consumers look to the Utilities Board for assistance
with complaint resolution. The Utilities Board can assist customers with issues
such
as service disconnections, payment agreements, and charges
for unauthorized services. Prompt action on and resolution
of these issues is in everyone's best interest.
What we're doing about this:
For several months following the derecho, the impact of wide-spread utility service outages, especially telecom outages, resulted in numerous contacts and inquiries to IUB customer service. The increased inquiries contributed to not meeting the performance target. However, during FY21 Customer Service staff has streamlined the complaint intake process, provided additional staffing and training and is currently processing 90% of complaints within 90 days.
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