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4.3. ERMUSR 12-17-2019UTILITIES COMMISSION MEETING TO: FROM: ERMU Commission Troy Adams, P.E. General Manager MEETING DATE: AGENDA ITEM NUMBER: December 17, 2019 4.3 SUBJECT: Performance Metrics and Incentive Compensation Policy ACTION REQUESTED: Approve the Performance Metrics and Incentive Policy Score Card for 2020. BACKGROUND: The Commission adopted the Performance Metrics and Incentive Compensation Policy in December 2012 and then revised it in 2016. This is a company performance based program designed to incentivize employee commitment Divided into categories representing core values of the company and again into sub-categories that are quantifiable, the Utilities Performance Metrics-based Incentive Compensation (UPMIC) system is designed to track goals that require companywide support of the employees to continually achieve. When the employees work together as a team to achieve these goals, the company recognizes a corresponding increase in value to our customers. DISCUSSION: Per policy, the metrics for measurement of the designated year need to be determined before the start of the designated year. This allows for changes to be made and timely communication before performance measurement begins. The policy is attached for reference. Since 2018, staff has been working on options for improved engagement with the customer satisfaction survey component of the UPMIC score card. New survey questions had been developed with the assistance of a consultant. The survey was then offered in two formats, by mail and now also online. The response percentage results were low for both styles. The respondent percentage for the historic survey style was typically 300 responses out of 10,000 customers, or 3%. In 2018 the historic survey, both paper and electronic combined, produced only 165 responses out of an approximate 11,500 customers, or 1.4%. Of those 165 responses, 44 were submitted electronically which was 27%. In 2019, we received 136 responses out of approximately 12,500 customers, or 1.0%. And of those 136, 30 were submitted electronically which was 22%. The sample size is not sufficient for accurate survey result data. customer satisfaction survey component of the UPMIC be removed from the score card prior to the 2020 measurement period. This component carried a weight of 5 points which the commission will need to reallocate. ______________________________________________________________________________ Page 1 of 2 527 Staff has also been evaluating options to include a rate competitive component into the UPMIC; however, staff is not proposing to include that in the 2020 score card. The UPMIC score card is attached for approval for the 2020 measurement year. FINANCIAL IMPACT: No additional financial impact for the 2020 budget year. The potential 2% distribution is budgeted for and accrued throughout the year for audit purposes, and any adjustment necessary made at year end. The actual distribution will be awarded in 2021. ATTACHMENTS: ERMU Policy G.4g1 Performance Metrics and Incentive Compensation Policy ERMU Policy G.4g1a Performance Metrics and Incentive Compensation Policy Score Card 2020 ______________________________________________________________________________ Page 2 of 2 528 G.4g1 Performance Metrics and Incentive Compensation 1.0Purpose and Summary our strategic goals and mission. By improving our efficiency and level of performance in meeting our strategic goals and mission we can improve the delivery of value to our customers. To create incentives for employees to take personal responsibility for accomplishment of the Metrics-based Incentive Compensation system ( ERMU will have an opportunity, as a group, to earn annual incentive compensation for each qualifying employee by contributing individually to the overall success of ERMU on a daily basis. Under UPMIC, either all qualifying employees will earn an incentive compensation distribution in a given year, or none will. And not only will incentive compensation under UPMIC in that sense be an all or nothing proposition each year, but there will be an equal percentage share basis for all on which the incentive compensation will be paid out if earned. This appropriately reflects the reality that we all succeed, or fall short, together as a team. To administer the UPMIC and measure objectively the level of performance that must be achieved for qualifying employees to earn incentive compensation, the attached UMPIC be subject to revision annually based on the performance metrics adopted by the Commission Performance Metrics and creating incentive for employees to achieve the goals the Metrics embody, the Utilities believes it will be better able to focus efforts and resources on becoming more efficient and successful in meeting our strategic goals and mission and delivering improved value to our customers. 2.0Utilities Performance Metrics Score Card As reflected on the Score Card, the Performance Metrics are divided into the following three categories: Safety, Reliability and Quality of Utility Services; Customer Service and Employee 529 Development; and Financial Goals. These categories are used to characterize the overall strategic goals and mission of ERMU. Under the Performance Metrics, these three main categories are then divided into various weighted factors, or sub-categories. These sub-categories, their percentage weight, and the goal or target for each, shall be established by the Utilities Commission annually. The Performance Metrics as adopted are reflected in the attached Score Card. As discussed above, the Performance Metrics and thus the Score Card are subject to modification and adoption by the 3.0Utilities Performance Incentive Compensation Distribution Criteria Under the UMPIC a Performance-Based Compensation Incentive, if earned, will be distributed to Qualifying Employees annually. The total amount available to be earned by Utilities employees as a Performance Based Compensation Incentive each year will be an amount up to e Measurement Period. The measuring period used to calculate how much, if any, of the Performance-Based Compensation Incentive the Utilities employees have earned will be the calendar year (the lete and the Commission has received its audit in the spring of the year following the Measurement Period, the Performance Metrics will be applied to determine whether the Performance-Based Compensation Incentive has been earned for the Measurement Period. In doing so, the performance of the Utilities in each sub-category will be reviewed. If the sub-category performance meets or exceeds the established goal, the sub-category will be scored with the designated percentage that will contribute to a total Performance Metrics Multiplier to be used as a factor in calculating the maximum factoring effect of 100%. The Multiplier is used to determine how much, if any, of the amount established by the Commission for the UMPIC Performance-Based Compensation Incentive has been earned in the Measurement Period. (For example if the Multiplier equals 100%, the distribution would equal 2%. If the Multiplier equals 75%, the distribution would equal 1.5%.) In other words, the amount established by the Commission may be earned on an annual basis by the group of Qualifying Employees (as defined below in Section 4.0) in whole, in part, or not at all. After the Multiplier is calculated on the Score Card, the Performance Based Compensation Incentive earned, if any, will be distributed to Qualifying Employees. The total amount to be distributed as the Performance Based Compensation Incentive will be the product of: a) the Multiplier Measurement Period. The percentage of the Performance Based Compensation Incentive awarded to each Qualifying Employee will be based on the gross wages of each Qualifying Employee during the Measurement Period. To each Qualifying Employee, the distribution would be allocated in a paid during the Measurement Period. (For exam earned during the Measurement Period were equal to $50,000 and the Multiplier was equal to 100%, the total distribution to that employee would be equal to: $50,000 x 2% x 100% = $1,000.) 530 are negative due to sudden and unforeseen material changes to the industry or customer base, the Commission reserves the right to withhold distribution of the Performance Based Compensation Incentive in any given year. 4.0Employee Qualifications and Distribution of the Incentive Compensation An employee of the Utilities will be eligible for participation in the Performance Metrics Incentive Compensation distribution if the employee meets the following eligibility requirements a.The employee is in good standing with the Utilities. An employee would not be eligible while on disciplinary probation or a performance improvement action plan. b.The employee was a Full Time or Part Time employee during the Measurement Period. Seasonal, and Temporary employees are not eligible. The UMPIC Performance Based Compensation Incentive distribution will be made to Qualifying Employees on the first payroll date after the thirty day period following the date on which the GP:3300714 v4 Adopted December 12, 2012 531 Awarded Multiplier Percentage points? Score 5 532 90% 95% 95% <5% 7.5% Goal < 0.5 Meet <12% Target >>> Budget < <90 Min> samples > <120 Min 0 positive Total Multiplier: Requirementswe reallocate the 90th percentile 5555555555 10102010 Sub-Percent Sub-Category Water Quality StandardsLead and Copper qualityBacteria DetectionCAIDISAIDISAIFILine LossWater LossCustomer SatisfactionEmployee TurnoverParticipation in Recommended and Mandatory TrainingsMargins/Net ProfitReservesInventory Accuracy 402535 Percent Category Development and Quality of and Employee Utility Services Financial Goals Safety, Reliability Customer Service Elk River Municipal Utilities G.4g1a - Performance Metrics and Incentive Compensation Policy Score Card - 2020 With the proposed revision to remove the customer service satisfaction, where Adopted December 12, 2012Revised October 11, 2016Revised December 17, 2019