6.1g ERMUSR 10-08-2019 Elk River L
Municipal Utilities UTILITIES COMMISSION MEETING
TO: FROM:
ERMU Commission Michelle Canterbury— Executive Administrative Manager
MEETING DATE: AGENDA ITEM NUMBER:
October 8, 2019 6.1g
SUBJECT:
Staff Update
ACTION REQUESTED:
None
DISCUSSION:
• The 2019 Customer Service Survey is the October bill insert. In addition, paperless
customers will be emailed a link to the electronic version of the survey for submission
online.The data from the survey will be used for self-evaluation, and then quantified for
the customer satisfaction section of the Performance Metrics and Incentive
Compensation Policy Score Card. Attached is a copy of the bill insert.
• October social media posts will feature a variety of topics including: wireless phone
charging, Public Power Week, Customer Service Week, Cold Weather Rule, energy saver
kits, and customer service survey. We will also be recognizing a commercial energy
efficiency rebate recipient, the designation of Smart Energy Provider, and introducing
ERMU's newest employee.
• One of the resources we use for content and communications with our customers is
Questline. As a member of Questline, ERMU's communications department has the
ability to share energy engaging articles, interactive infographics, and videos through
our social media platforms. Another avenue to receive this great information is through
ERMU's monthly Connector e-communication which is available to our residential and
commercial customers. For a sneak peak, we've included a link to the most current
issue. We encourage our commission members to sign up for the Connector electronic
newsletter if you haven't already.
• As part of the forecasted 2020 initiative to completely overhaul the ERMU website, a
Request for Proposal (RFP) for the website redesign went out September 16. Proposals
are due October 11. The cost for the website redesign will be included as a line item in
the 2020 budget.
ATTACHMENTS:
• Bill Insert—2019 Customer Service Survey
• Link—The Connector E-Communication
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Elk River
CUSTOMER SERVICE
Municipal Utilities SURVEY 2019
OUR We want to hear from you!
MISSION
To provide our customers Please help all of us at Elk River Municipal Utilities(ERMU)be the best we can be in providing our
with safe,reliable,cost- customers with exceptional services.As part of our ongoing evaluation of ourselves,we ask that
effective and quality you provide feedback on the questions below.The completed survey can be returned in the same
long-term electric and envelope with your next payment, or visit our website at www.ermumn.com to complete the
water utility services.To survey online.At ERMU our vision is to provide exceptional services and value to those we serve.
Thank you for allowing us the opportunity to serve you!
communicate and educate
our customers in the use
of utility services, programs, 1. How respectful is ERMU staff?
policies,and future plans. Not respectful Somewhat respectful Respectful Extremely respectful
These products and
services will be provided 2. How well does ERMU communicate with you?
in an environmentally Not well Somewhat well Well Extremely well
and financially
responsible manner. 3. Do you think ERMU staff is knowledgeable about its programs and services?
Not knowledgeable Somewhat knowledgeable Knowledgeable Extremely knowledgeable
4. Do you feel ERMU is innovative in providing services?
OUR i.e.Newsletters,Online Account Management,Payment Options,etc.
VISION Not innovative Somewhat innovative Innovative Extremely innovative
Provide exceptional services
5. How would you rate our online billing system?
and value to those we serve.
Not satisfied Somewhat satisfied Satisfied Extremely satisfied N/A
6. How would you rate our after-hours call service?
OUR Not satisfied Somewhat satisfied Satisfied Extremely satisfied N/A
VALUES
7. Does ERMU respond to your needs in a timely manner?
OINTEGRITY Not timely Somewhat timely Timely Extremely timely
0 QUALITY 8.What comments or questions do you have?
COMMUNICATION Please provide contact information if you would like us to contact you.
0 SAFETY
0 COMPETITIVE
ERMUMN.COM I 763.441.2020 I 13069 ORONO PARKWAY I PO BOX 430 I ELK RIVER, MN 55330-0430
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Elk River
Municipal Utilities 2019 GOVERNANCE AGENDA
Tuesday, January 8: Tuesday, February 12:
• Annual Review of Committee Charters • Review Strategic Plan and 2018 Annual
Business Plan results
Tuesday, March 12: Tuesday,April 9:
• Oath of Office • Annual Commissioner Orientation and Review
• Election of Officers Governance Responsibilities and Role
• Audit of 2018 Financial Report
• Financial Reserves Allocations
• Review 2018 Performance Metrics
Tuesday, May 14: Tuesday, June 11:
• Annual General Manager Performance •
Evaluation and Goal Setting
Tuesday, July 12: Tuesday, August 13:
• Annual Commission Performance Evaluation • Annual Business Plan—Review Proposed 2020
• Review and Update Strategic Plan Travel, Training, Dues, Subscriptions, and Fees
Budget
Tuesday, September 10: Tuesday, October 8:
• Annual Business Plan—Review Proposed 2020 • Annual Business Plan—Review Proposed 2020
Capital Projects Budget Expenses Budget
Tuesday,November 12: Tuesday, December 10:
• Annual Business Plan - Review Proposed 2020 • Adopt 2020 Official Depository,Newspaper,
Rates and Other Revenue and Regular Meeting Schedule
• Adopt 2020 Fee Schedule • Adopt 2020 Governance Agenda
• 2020 Stakeholder Communication Plan • Adopt 2020 Annual Business Plan
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