Beginning on June 1st, the Grays Harbor PUD will adopt a new computer system to manage accounting and customer billing programs. To ensure a smooth transition, PUD customer service staff has begun a two week training program which will mean a smaller number of staff will be available to take customer phone calls and assist walk-in customers.
“We are asking for our customers to be patient,” said Customer Service Manager Katy Moore. “For the next two weeks customer service staff will be split between training on the new system and assisting our customers. While this may mean slightly longer wait times, we will continue to provide the quality service our customers have come to expect.”
The reduction in available customer service staff will also mean the closure of the PUD drive-thru window for the next two weeks (March 30-April 10). During this time period, customers may utilize the drop box in front of the main building to drop off payments or come in to our customer service lobby. Payments can also be accepted by phone with a debit or credit card, made online or at any Anchor Bank branch. The window will reopen for drive-thru service at 8:00AM on April 13.
The National Information Solutions Cooperative (NISC) system is used by utilities throughout the country and will replace the aging and obsolete PeopleSoft system. The new NISC system will allow the PUD to improve both cost and service efficiency in its accounting and customer service departments. With the introduction of the new software, PUD customers will notice a new look to the web portal used for online access to customer account information and online billing. While the look may change, the functions of the page will remain the same, allowing customers to easily pay bills, access their accounts and learn more about their power usage.
In the coming months, the PUD will use all available methods to publicize information on the adoption and implementation of the new system leading up to the “go live” date of June 1st. This will include radio and print advertising, online postings at ghpud.org and regular updates in the PUD Energy newsletter.
“The more information we can share with our customers and staff, the better prepared they will be,” said Moore. “This way, we hope for the uninterrupted continuation of our online services.”