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LEADERSHIP AGENDA

Operational Scan

ECONOMIC INDICATORS

DEPARTMENT PERFORMANCE

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.

MORE DEPARTMENT PERFORMANCE

  • Download PDF document  Performance Plan - How we measure our progress

  • Download PDF document  Strategic Plan - How we plan for progress

  • Download PDF document  Performance Report - How we report our progress

  • Department Home Page - Learn more about this department

Highlighted Measure:

Proposed resolution issued in 90 percent of customer complaints within 90 days from the date received.

Data Source: Iowa Utilities Board Customer Service Staff

Updated 12/2016

GRAPH - Percentage of customer complaints resolved in 90 days or less

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:
The Iowa Utilities Board staff continuously review and evaluate customer service methods and procedures, customer complaint data, and common or new questions related to utility rules. Staff use that information to improve the quality and response time of complaint resolution. Additionally, the customer serivce staff provides educational materials and programs to utility customer service workers, community action case workers, and utility consumers. This education improves customer service because many customer complaints can be resolved before coming to the Board.

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