We are your community-owned utility, & delivering power to you safely & reliably comes first
March 21, 2020
Kerrville Public Utility Board (KPUB) is actively monitoring the ever-evolving COVID-19 situation. Our staff has been working to ensure we are keeping our employees, customers and community safe while still delivering reliable service to you all during these unprecedented times.
KPUB is still here to serve you as safely and reliably as ever. We’re adapting and evolving our business plans and working closely with our peers in the electric utility industry and our government and regulatory partners to gather and share up-to-date information, best practices and guidance to ensure everyone stays safe and that KPUB maintains operational integrity.
Evolving how we serve you
We are taking steps to serve our customers through remote options when at all possible due to the CDC recommendations on stopping the spread of COVID-19.
On March 17, KPUB temporarily closed its lobby office after CDC recommendations to reduce in-person contact for the safety of us all. Due to these recommendations, our HR department has enhanced cleaning procedures and is actively working on social distancing for staff. They are setting procedures and plans to transition employees to serve our customers remotely when at all possible.
Since then, our drive-through has remained open, but we are working towards new options that would allow our customer service team to completely serve you remotely within the next month.
New payment options
KPUB is installing payment kiosks by around the middle of April that will have the capability to accept cash & check payments immediately at its main office located at 2250 Memorial Blvd. Credit card and debit card payments will be available at the kiosks shortly thereafter.
Once the kiosks are in place and operational, KPUB has plans to close its drive-through services temporarily, too, for the safety of its employees and customers with all of the unknowns about COVID-19 and how it can be spread.
We’re here for you
Our customer service team will be readily available to answer your calls and serve you during the business hours of M-F, 8 a.m.-5 p.m. We’re here to help, and you can reach a KPUB customer service employee at 830.257.3050 during those hours with any questions about your account.
KPUB is on call 24/7 to restore any power outages and respond to emergency calls, and that will not change. If you are experiencing an outage, you can report it at kpub.com or contact 830.257.2883 any time, day or night, and our crews will still be ready to restore your power.
Remote service options
We are asking customers only to use the drive-through if it’s necessary. Safe and secure account payments can be made with our secure pay-by-phone option at 1.855.382.9918 if you are paying by credit card or debit card.
KPUB’s website is available 24/7, and we are recommending customers to access & make payments to their accounts online to minimize public interaction. Activating or transferring service at an existing meter location may be initiated online, and we offer same-day connect for customers that fill out the proper paperwork.
Mail payments will still be accepted as usual, and KPUB’s night drop will be processed still, too.
Reliability and power outages
Now, more than ever, electric service is important. We maintain our community’s critical infrastructure and ensuring that everyone has uninterrupted power will continue to be our priority.
Should the COVID-19 pandemic significantly impact operations, we have a plan in place. We are prepared and ready to respond in any emergency—KPUB is preparing with our mutual aid partners with the American Public Power Association to ensure reliable service to our customers in case of disruptions caused by COVID-19. We are also following recommendations provided by the North American Electric Reliability Corporation for COVID-19 Pandemic Contingency Planning.
We’re safe, reliable and yours
KPUB is owned by the Kerrville community, and we are committed to serving you all during these difficult times because it’s our community, too, while taking the proper precautions to protect the health and safety of our staff.
COVID-19 is an evolving situation, but one thing that should remain steady is all of us embodying the Kerrville kindness movement throughout this and remembering our friends and neighbors, and lending a helping hand whenever possible. These are trying times, but we are all in this together, and we are here to serve you as safely and reliably as always.