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Critical Care Collaborative

Critical Care Collaborative

Commission Directives:

  • MPSC Staff will be moving forward with the rulemaking process, as outlined in U-21939 adopting Staff’s recommendations from U-20757-0729 Recommendation 1.3, keeping a balance between utilities keeping vulnerable customers engaged through participation in a payment plan, by seeking assistance, and creating a partnership of how to assist these segments of customers with managing the account while being protected.

Goals

  1. Launch of U-21939 to finalize a Critical Care Shut off Protection rule, outlining the steps for a customer to participate in R 460.130a.
  2. The discussion will focus and iron out the customers’ journey to make payments while on the protection, detailing appropriate steps for customers to seek assistance, payment plan options for non-income qualified customers, etc., while having services still active.

 

Suggestion Box

Goals

  • Engage and discuss a detailed step of the Critical Care Customer Journey Rulemaking process, specifically the payment plan, seeking assistance, and default process. Plan defaults could ultimately lead to disconnections.
  • Focus on ways to keep customers engaged throughout the protection period.
  • Focus on customer protections.
  • Be open-minded.

Leadership

Christina Forist, MPSC (BIO)

Jake Thelen, MPSC (BIO)

Meetings (Teleconference via Microsoft Teams)

*Meetings will be held as scheduled in advance. Please Sign Up Here to receive meeting notices and participate.

September 18, 2025, from 9:30 a.m. to 11:00 a.m. 

Session 1: Welcome Session

Educate and Review

  • Review R 460.130a
  • Outline CCC Staff Report 2024 findings
  • Customer Engagement
  • Unmanageable Accounts
  • Recommendation 1.3 (U-20757-0729: CCC Customer Journey)
  • Homework:
  • Bring solutions to the next session or via Suggestion Box
  • Payment plan options, while being protected?
  • What is an acceptable default process?

 

Session 2: Solutions to Rulemaking

  • Outline recommendations and solutions for payment plans
  • Open up dialogue for discussion
  • Create step-by-step roadmap
  • Weigh the different proposed solutions
  • Outline recommendations and solutions for default process
  • Open up dialogue for discussion
  • Create step-by-step roadmap
  • Weigh the different proposed solutions
  • Survey after meeting outlining solutions
  • Due two (2) weeks prior to Session 3

 

Session 3: Solutions to Rulemaking Continued

June 20, 2024

Agenda | Presentation 

Session 1: Educate and Review

  • Review R 460.130a
  • Discuss IOUs data request findings
  • Discuss what other states protections offered
  • Outline DARR original 2022 findings
  • Identify any problems or struggles occurring with critical care
    • Utility standpoint
    • Grantee standpoint
    • Customer Journey
  • Homework:
    • How to keep customer engaged during the protection period?
    • Payment plan options, while being protected?
    • How to keep customers informed that assistance is available?
    • How to assist or require customers to seek assistance, if possible?
  • Survey after meeting requesting possible solutions
    • Due 1.5 weeks prior to next meeting

August 14, 2024, from 9:30 a.m. – 12:00 p.m.

Agenda | Presentation | Recording: Part One  Part Two

Session 2: Navigate Solutions/Recommendations:

  • Current solutions
    • Roadmaps
  • Open up dialogue with homework/survey questions
  • Weigh the different proposed solutions

August 29, 2024, from 9:30 a.m. – 12:00 p.m. 

Agenda | Presentation | Recording

Session 3: Solutions Overview Continued