CUBS Performance Standards

On June 10, 2026, UPE began meeting and conferring with the Department of Finance over changes to the Performance Standards used in Consolidated Utilities and Billing Service (CUBS). Performance Standards have long existed in CUBS, but the standards and underlying criteria have not been updated since the 1990s, according to CUBS leadership. UPE has been pushing the Department to re-evaluate the Performance Standards during the ongoing meet and confer over the UBSR Class Study. The Department only recently conceded to meeting with UPE to change the standards.

The Department proposed a new model that would leave the current standards as the ‘Gold Standard’ but provide a minimum that would need to be met. The Department also stated that they intend to change the call review procedures to make them less subjective and to reduce the impact that one mistake can have on the overall score. These are all changes UPE has been advocating for from the Department.

UPE has questions regarding how the Department derived the proposed minimums for QA, QC, and Adherence, and the Department did not have a written proposal related to changes in the evaluation criteria. As a result, the parties plan to meet again in the future. UPE will continue to update members.

UPE thanks Dawn Richardson, David Guardado, Jennifer Avalo, Dave Statum, and Jamie Knezovich for their participation and advocacy during the meeting.