BPU is taking several steps to improve customer service

Board of Public Utilities: Board Meeting (Oct. 7, 2026) By Daniel Allen, Kansas City Documenter See more about this meeting at Documenters.org These notes were produced through Kansas City Documenters, which trains and pays community members to take fact-checked notes at public meetings, strengthening transparency and accountability in local government. Summary The BPU’s new Interactive Voice Response system, which had handled approximately 130,000 calls so far this year, is allowing staff to monitor where calls are routed. A new “guest pay” option allows family, friends, caregivers or others to help a customer make a payment without needing to log in to the customer’s account. Staff is working on a “transformative” change that will make initiating service much easier. Notes General Manager / Team Reports Gabriela Freeman, director of customer care, provided an update as part of Customer Service Week.

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