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BPU plans Twilio text-notification rollout, staff to auto-enroll residential numbers with opt-out
Summary
Brainerd Public Utilities staff proposed an initial Twilio text-notification rollout that would automatically enroll known residential mobile numbers, notify customers of outages, and allow opt-out; commissioners discussed cost, renter/landlord implications and future educational uses.
Brainerd Public Utilities staff described a planned rollout of a Twilio-based text-notification system and asked for commission feedback on automatic enrollment of known residential mobile numbers with an opt-out option.
Staff told commissioners the system is ready for deployment and that staff recommends automatically enrolling known mobile numbers the utility has on file, sending an initial enrollment text and allowing customers to opt out. The pilot would apply to residential accounts only; commercial accounts were excluded because many commercial meters are three-phase and current metering may not reliably detect a single-phase outage. Staff estimated initial rollout text costs would be under $500 and noted Twilio charges are per-text.
Commissioners discussed whether to require opt-in rather than auto-enroll, citing concerns about paying for texts to customers who may not want them. Staff described the enrollment as a minimal cost intended to reduce call volume during outages and improve response times; commissioners suggested the system could also be used for educational notices about lead/copper service line replacement and other community outreach. Staff said the Twilio pilot is a first step and the platform may expand to other programs in the future.
No formal motion was required; staff sought direction and will proceed with the planned initial roll-out unless instructed otherwise.
