No one day is the same for Lisa Bergersen, HR Director with the City of Pewaukee. In addition to administering personnel benefits, Lisa also works closely with the common council, mayor and city administrator on unemployment and HR strategy. Many time-sensitive occurrences happen on a day-to-day basis that require quick decisions and Lisa’s immediate action. Through the city of Pewaukee’s partnership with R&R Insurance, Lisa has defined the following 3 factors as important components to the customer service provided by her Knowledge Broker.
1. Quick Answers:
Getting the answers you need in a timely fashion is a customer’s expectation of any service provider. When your question impacts the lives of many and has a financial impact on taxpayers, quick response is an even more critical element to the level of customer service provided. With Lisa Bergersen’s role directing HR efforts for the city of Pewaukee, she leans on the expertise of her R&R Insurance Knowledge Broker for answers to her questions. Everything from personnel issues, group benefits, policies and legal matters; questions should be addressed in a way that makes you feel like you are your agent’s only client.
2. Strategy:
Oftentimes when we receive an answer to our question, we are left with the feeling of ….what now? Co-workers and team members do not always possess all the information or expertise needed to make the best decisions for an organization or business. Having the confidence to rely on a consultant who specializes in municipal insurance matters can provide efficiencies and save money. Lisa finds value in having the opportunity to talk through occurrences and issues with her R&R Knowledge broker so that a recommended strategy is put into place. They work through the overall direction to handle the situation while giving thought to minimizing risk and the appropriate communication to be shared among employees and / or residents.
3. Action Plan:
Her law school experience has helped Lisa understand the importance of asking the right questions and expecting timely response in order to be efficient and effective in her job. Creating an action plan with the help of her agent may be the most crucial factor when human resources and other municipal insurance issues arise. Knowing you have a knowledgeable resource to lend credibility and ensure no details are overlooked can provide incredible peace of mind.
Relying on specialized, service-centric experts to provide municipal insurance consultation and risk management recommendations is key to successful city and village administration. Service focused on timely response, strategy development and action plans will help representatives create efficiencies and keep costs down.
What municipal insurance challenges does your city or village face each day?
