5.2a ERMUSR 03-09-2021ANNUAL REPORT
2020
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FACING CHALLENGES,
FINDING SOLUTIONS
A LETTER FROM THE GENERAL MANAGER
2020 was quite a year. As COVID-19 pandemic realities unfolded,
and life as we knew it changed multiple times, the mission of
ERMU never wavered: To provide our customers with safe, reliable,
services. During these unusual pandemic times, to have the lights
stepped up to do the job.
customers resources such as online services for viewing bills and
making payments. Field crews staggered shifts so they could still
do the necessary work and keep themselves and their coworkers
staggering shifts so they could still provide customer service while
children at home, caring for family members, and supporting their work team members, all the while working to
make sure the services of electricity and water were available to all our customers. Looking ahead, we worked hard
2021
those hardest hit by the pandemic.
- Theresa Slominksi,
General Manager
KEEPING YOU SAFE, HEALTHY,
AND CONNECTED
The COVID-19
stay home and mitigate the spread of the virus, ERMU played
connected. The reliability and quality of electric service became
even more important when schools transitioned to distance
learning and many employees shifted to working remotely.
Emphasis was placed on good hygiene and handwashing, which
highlighted the need for clean, safe water. In 2020, ERMU found
ways to continue to bring you the high level of consistent service
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WORKING TOGETHER
ELECTRICWATER
ERMU’s electric department worked hard to deliver Practicing good hygiene has always been important,
reliable service to medical facilities, emergency response and with the pandemic, the need for clean running
organizations, and other frontline services. In addition, we
made sure to meet customers’ essential needs, such as of clean water and thorough handwashing is a critical
access to developing information, safe food storage and tool for reducing the spread of COVID-19. In addition,
preparation, and connection to resources for distance clean drinking water is crucial for safe food preparation
learners and customers working remotely. In March, and staying healthy. During a year of change and
small crews that did not rotate as they typically do began challenge, ERMU’s water department continued to
to stagger shifts and lunches to reduce contact, and maintain our community’s water system so that we
facilities were cleaned more regularly. could work together to protect ourselves and others.
TECH SERVICESCUSTOMER SERVICE
marking underground electric and water utilities so remained available with a scheduling rotation of
customers can dig safely, without damaging equipment,
for projects ranging from residential landscaping to remote equipment, provided additional support
major construction. When the pandemic and governor’s with our after-hours call center, and encouraged
contactless payments. Ongoing innovations allow
homeowners worked on more yard projects, such as tree
planting, fencing, and landscaping. The tech services In October, we found safe, creative ways to deliver
2,248 free LED light bulbs to customers who receive
for high-speed internet access to accommodate distance The Connector newsletter, which helps readers
learning and working from home.
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KEEPING YOU INFORMED
Throughout the initial days of the pandemic’s uncertainty
and beyond, clear – and frequent – communication was
more important to our customers than ever before. As
situations changed, we were quickly able to post updates
on our website and social media platforms. We continued
to distribute important information through newsletters
and billing inserts.
In addition, in fall of 2020, we introduced a brand-new,
fully responsive website, combining a fresh, modern
where we frequently post updates and alerts as well
as other useful information regarding rebates, billing,
services, and much more.
KEEPING YOU OUR TOP PRIORITY
As we established procedures in accordance with our
COVID-19 Response Plan, we never lost sight of our
mission: To provide our customers with safe, reliable,
utility services. ERMU employees made a commitment
to the safety and well-being of our customers and their
coworkers, worked to minimize risk, and persevered
through a challenging time. Many things changed
at ERMU in 2020, but new practices and adapted
processes helped ensure that the most important
things did not change.
ERMU’s Customer Service Department
13069 Orono Parkway, PO Box 430 | Elk River, MN 55330 | 763.441.2020 | www.ERMUMN.com | Connect with Us:
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