CUC works to improve its customer service

Commonwealth Utilities Corp. executive director Gary Camacho, center, is flanked by the men and women of the CUC customer service department in Dandan. (Bea Cabrera)

The Commonwealth Utilities Corp. recently made changes on its customer service in a bid to improve and set standards for the benefit of customers.

According to CUC executive director Gary Camacho, CUC continues to find ways to lessen the burden on their customers and improve service and first on its line of sight is cutting down the wait time.

“There have been long lines in the past but now…the goal is to only have a maximum of a 20-minute wait and people should be out of the door after that time,” he said. “We used to have a high number but we have lowered it.”

Another improvement is CUC’s numbering program. They have also expanded the number of counters, with four more windows.

“I’ve spoken to our cashier supervisor to follow the demand of the consumer in the lobby. If there are particular solid waste issues, we have the customer service group available to assist people and we also have a dispute section where a supervisor can address the concerns of the customers,” Camacho added.

He said the agency has made an effort to give its consumers options and control on how they want their relationship with CUC to be.

“Whether it’s a net meter, pre-paid meter, whether they want to pay online, at the banks on island or as walk-in because some customers prefer personal attention, there’s a variety of different ways that a consumer can have for an established relationship with their utility.”

“There are always challenges with customer service. However, we see and understand the situation. We’ve done good so far as this is improvement is very recent and we will continue to find ways to ensure customers to get in and out quickly,” Camacho added.

Last October, CUC officially launched its Web-Based Electric Prepay Program for residential and government power consumers. It allows customers to benefit from a specialized meter called the Nighthawk electric meter that permits a customer to go online, get access to the customer Web-portal called Pay-Go, and purchase or pay for power before they use it.

Camacho said the Wed-Based Electric Prepay Program is running smoothly.

“We realize that there is some kind of issue with regards to the security deposit, which is $180, but we are continuously working with customers and implement that in a way that they could pay the security deposit in terms such as staggered payment…so that this will become affordable.”

“The security deposit is very important as we have an over $400 meter and it’s important that when somebody vacate the dwelling, at least we are informed so we can take out the meter so we can provide it to the next,” he added.

Although CUC has the utility monopoly in the CNMI, Camacho does not want to rest on that and instead aim to maintain its reputation of providing quality customer service.

“We need to be the utility that people expect. While we are running CUC as a business, we also make sure that we provide good service to the community,” Camacho said.