BPU faces backlash over customer service changes

During a recent government meeting, discussions centered on the evolving customer service strategies of the Board of Public Utilities (BPU). Officials highlighted significant investments in self-service options, allowing customers to manage their accounts online or via kiosks without incurring fees. This shift aims to streamline operations and reduce costs, with BPU absorbing the expenses associated with these services.

However, the transition has sparked concerns, particularly among senior citizens who may lack access to technology or the knowledge to navigate these new systems. One commissioner voiced strong objections, arguing that the elimination of in-person payment options alienates those who are not computer-savvy, emphasizing the importance of maintaining traditional service methods for community members who prefer face-to-face interactions.

In response, BPU representatives noted that they are actively working to inform the public about available services through automated calls, text messages, and regular mailings. They also mentioned the establishment of a customer engagement committee to better understand and address community needs.

The meeting also touched on the financial challenges faced by BPU, including a significant reduction in staff and budget cuts due to declining revenues exacerbated by the COVID-19 pandemic. Despite these challenges, BPU has maintained a disconnect moratorium for 18 months to support residents during difficult times.

Looking ahead, BPU plans to review and update its customer service policies, with a focus on balancing modern service delivery with the needs of all community members. The board aims to adopt these updated policies in the coming weeks, ensuring that they remain competitive while addressing the diverse preferences of their customer base.