April 13, 2026

Shared expertise strengthens Lake Mills Light & Water

Member Utilities

Each of the 51 member utilities that make up WPPI Energy is supported through a key joint action value: collaboration. Lake Mills Light & Water staff recently turned a routine review into an opportunity to work together on business process improvements across the utility.

“Working with WPPI staff to optimize our workflow has led to a smoother and easier process for meter reading and billing for Lake Mills Light & Water,” said Kennedy Phippen, utility meter technician. “They were a great resource to help us get to the nearly seamless collaboration we have today.”

Last year, the utility hired a new billing clerk. The personnel change made them consider how the flow of communication could improve across all departments. It took a few months to identify the right system. They created a cross departmental team that allows for an exchange of ideas and solutions all in one place when they regularly meet in person.

The result was improved technology and a stronger communication process, resulting in better coordination among staff working across multiple buildings.

WPPI Director of Business Solutions Kim Jennings, who helped support the group’s efforts, saw the positive impact of their dedication.

“We’re always going to be there to help members with their technology systems, but when we can provide proactive support like this it gives our team great satisfaction,” Jennings said. “We go home feeling good at the end of the day that we can do that. That’s what we’re here for.”

Billing Clerk Krista Domres said when she was hired in February 2025 it felt like everyone wanted to be on an even level as a team.

“I went into meetings asking questions,” Domres said. “Things like ‘What can I do to help make things easier? How do you see this type of day playing out? What can be improved overall? We all jumped right into change and kept meeting to openly communicate from each side.”

Domres said the process they underwent with the help of WPPI staff helped municipal staff create more open communications and better address obstacles as they pop up.

“I was able to ask questions of them that helped me better understand the details of what was going on and that helped me better do my job,” Domres said. “As a team, we treat each other with respect and kindness while working through issues together. It is a great group effort. If it wasn’t for the people out in the field, I wouldn’t be able to do my job as efficiently.”

A typical day sees Phippen out reading meters. Once she has completed a few cycles, Phippen contacts Domres, who then begins working in the billing system software. In turn, when Domres needs something from the field, she can easily relay that request to have a technician go out. All this seamless teamwork has enhanced overall efficiency at the utility.

The utility is also in the process of changing over to automated meters. Domres said both the water and electric departments have been working hard to ensure that transition goes smoothly, both for the utility staff using accompanying software and the utility’s customers.

Having the help of technology staff from WPPI made the process go more smoothly as they worked to create an even better system than the one that was previously in use.

“I feel the process worked well once we figured out the right tools and ways things worked best for all of us,” Phippen said. “With the system of communication we have now, we have been able to put a smoother billing process in place and ensure accuracy for customers.”

Jennings praised the shared focus on making utility customers’ experiences better.

“The group came together to identify and work on simple updates, and the resulting efficiencies pay off daily,” Jennings said. “Staff took the lead to make sure they were on the same page and continue to do that to the benefit of the people they serve in Lake Mills. They should be proud of that.”