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2401 Mounds View Blvd. <br />Mounds View, MN 55112 <br />mark.beer@ci.mounds-view.mn.us <br />763.717.4011 <br />763.717.4019 FAX <br />From: Deryck Freudeman[mailto:dfreudeman@utilitysl2.netI <br />Sent: Monday, September 18, 2017 8:51 AM <br />To: Mark Beer <mark beer@ci.mounds-view.mn.us> <br />Cc: Nyle Zikmund <nyle zikmund@ci.mounds-view.mn.us> <br />Subject: Edits to Marketing Agreement <br />Importance: High <br />Hi Mark, <br />Sorry to get back to you later than anticipated. Our attorney was out of the office a few days last week which caused the <br />delay. After reviewing with him, he informed me that a complaint process is not something we generally put in <br />municipal agreements, because in our experience it is rare for customers to approach the city rather than just calling us <br />since the service agreements are strictly between USP and the homeowner. <br />We do have a dispute resolution process, here are some details about that below: <br />USP's frontline customer service agents are able to achieve ane -call resolution for the vast majority of customer <br />issues. on the rare occasion that a customer dispute requires a higher level of resolution, USP' process is as follows: <br />issues that require additional root cause analysis or the tracking of actions to achieve resolution are <br />referred to the Customer Advocacy Team, a group of seasoned professionals with full accountability <br />for resolving the concern. The team is highly skilled in issue resolution and members are giving the <br />latitude within the organization to resolve virtually any issue quickly and fairly. <br />The Account Management Team (on will be assigned to Mounds View), the day-to-day contact for <br />each of our partners, ensures that the partner is fully aware of the situation and the solution that <br />USP is offering and keeps the partner apprised throughout the process. <br />I'd be happy to speak with you directly if need be, my number is 347-628-9910. Section 6 Notice change reflected in <br />attached version. <br />Thanks, <br />-Deryck <br />From: Mark Beer [ma iIto: mark. beer@ci mounds-view.mn.Lis] <br />Sent: Tuesday, September 12, 2017 10:13 AM <br />To: Deryck Freudeman <dfreudeman utilitysp.net> <br />Cc: Nyle Zikmund <nyle zikmund@ci mounds-view.mn.us> <br />Subject: RE: Update from 8/21 council work session <br />Deryck, here are the two comments from our attorney that would need to be addressed. If you could provide language <br />regarding item #2 from your attorney or if you prefer I can extract some language from a franchise agreement let me <br />know. <br />Thanks, Mark <br />