Page 11 - MVU Annual Report 2017/18

MVU Website

MVU is proud to introduce a completely re-designed web site to provide customers an improved user experience. The new site
features improved search functions, archived reports, and up to date utility news. Rebate and efficiency application forms have
been conveniently grouped and commercial/residential newsletters are available in digital formats. Visit www.moval.org/mvu to
experience the new and improved MVU web page.

customer programs available

MVU offers its customers a wide variety of payment and efficiency programs to help meet their diverse needs and unique situations.

PAYMENT PROGRAMS

Medical Baseline Plan - To be eligible for this electrical allowance, you or someone who lives with you full-time must require use
of a medical life-support device or piece of equipment.

Utility Tax Exemption - All residents of your household must have a combined gross income less than that specified as 65% of
median household income for the County of Riverside as defined annually by HUD to receive the exemption.

EFFICIENCY PROGRAMS
Commercial Customer & New Construction Energy Efficient Measure Rebate – MVU approves rebates for the installation of
high efficiency equipment, provided the equipment produces energy demand savings and annual energy savings. These rebates are
considered on a case by case basis.

AC/HP Tune-up Rebate – Both commercial and residential customers can receive rebates for having their existing air conditioning
and heat pump systems inspected and calibrated by a certified NATE technician.

Energy Load Program - The program creates a detailed, easy to read load profile of your actual energy consumption in 15 minute
intervals. Your account lets you evaluate critical variables modeled against other influences like time-of-day, season, weather conditions
and rate schedules. This powerful energy-management tool is available for medium-to-large commercial customers.

customer care standards

o KNOWING FIRST IMPRESSIONS MATTER
Our professionalism is judged based on appearance, attitude, manners, knowledge, and abilities. It is a package; we risk making
a bad impression if we fail on even one count.

o RESPECTING OUR CUSTOMERS’ CONCERNS
To some, government can seem like a complex bureaucracy. We put a human face on the customer’s dealings with our City. We
work to put our customers at ease and to earn their trust.

o TREATING CUSTOMERS LIKE THEY HAVE A CHOICE
Customers of government agencies often do not choose to do business with us, they have to. We meet this challenge by
providing exceptional service.

o ENCOURAGING FEEDBACK
Comments, suggestions, and criticism help us measure our success and promote improvement. We demonstrate commitment
to our customers by asking how we can do better.

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