5.3b ERMUSR 02-14-2023Highlights, Challenges, and Results from the 2022 Strategic Plan Initiatives
• Live Chat System — Explore embedding a live chat system into ERMU's website.
This initiative was created to explore options for a live chat system to be available to
customers which would be supported by the customer service department during normal
business hours. Staff identified and tested three vendors that met ERMU's website
requirements. However, as ERMU was finalizing details with the final vendor the City and
ERMU's IT department made staff aware of an upcoming phone trial that could offer a chat
feature as part of their system. In January 2023, the City Council approved a phone system
upgrade which incorporated ERMU's offices. During the trial of 3CX staff learned that a chat
feature was included in the pricing, so staff tested and approved its chat feature. This
service will go live at the end of quarter one or the beginning of quarter two, 2023.
• Inventory Assistant — On -board an assistant to manage inventory in the new facility.
With the construction of the new service building, a significant workload has been added to
the inventory & procurement foreperson. The budgeted position of an inventory &
procurement assistant was filled in August 2022 to assist in resource management. In hiring
Curt, we added a detailed self-starter with a lot of knowledge and experience in shipping
and receiving. His efforts have given Dan more time to work on other duties such as
opening and closing of work orders, receiving quotes, and taking on water department
inventory tasks.
• Vault Retention — Research and create/setup retention policies in NISC Document Vault.
The vault retention polices have been setup within National Information Solutions
Cooperative's Document Vault. The accounting department has been utilizing this feature to
be able to follow the records retention schedules for electronic documents that are housed
in the Vault. With those policies in place, this feature can be used by any department.
• Landfill Gas Plant — Consider the future of the Landfill Gas Plant past 2022.
After 20 years of successful operation, the Elk River Landfill Gas -to -Electric Facility
generated its last kWh on October 31, 2022. Over its lifecycle the facility produced over 480
million kWh of renewable energy. The facility was the center of attention for Energy City
and created a buzz in central Minnesota for all sustainable environmental initiatives. The
partnership between ERMU, the City of Elk River, Sherburne County, and Waste
Management highlighted how public and private organizations can work together to
achieve great things for the communities they serve or operate in.
• Schedule of Charges/Aid to Construction — Document processes and charges.
In 2022, the operations director and the technical services superintendent gathered
information from several neighboring utilities to compare their charges and fees with our
own published Utilities Fee Schedule, last reviewed in 2014. It was decided there was a
need to review these charges and fees on a more regular basis so that we stay comparable
with our neighboring utilities and are accounting for rising material expenses and
construction costs. Notably for the 2023 Utility Fee Schedule, we increased the New
Residential Electric Connection fees by $500.00 per lot for both those with and without
water service. The Security Light - Existing Pole fee went up by $225.00 due to increasing
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material costs. We also reviewed our Pole Attachment Fees and found that we were
significantly undercharging compared to the going rate within our region and recommended
the Commission increase the fee from $6.50 to $15.00 per attachment. We want to provide
great value to our customers while still remaining competitive.
• Wellhead Protection Plan Amendment — Review and amend for submission.
This dashboard initiative took the help of multiple departments and a consultant to review
the current Wellhead Protection Plan, evaluate updates needed, implement those updates,
and submit a plan amendment to the Minnesota Department of Health (MDH) in 2023. The
core of a Wellhead Protection Plan is the identification and implementation of effective
management strategies that will protect the public water supply wells from contamination.
The revision of our wellhead protection plan has been completed and has been submitted
to the MDH. After a required 60-day review period a public hearing will be held for any
comments on the plan amendment. Following that the revised plan can be adopted.
• Customer Satisfaction Feedback — Evaluate and revise the feedback process and tools.
Over the years there has been multiple internal efforts to accurately and efficiently gain
feedback from our customers which often resulted in response rates considered too low to
adequately reflect true public perception. In December 2021, ERMU entered into an
agreement with Q Market Research to craft and distribute 2000 customer satisfaction
surveys (half sent through email and half sent in a physical letter) to residential customers.
With a ten percent response rate in 2022 this methodology, applied to just a portion of our
customers, exceeded totals from previous internal efforts sent to all residences. Results
show that ERMU has a "Good" to "Excellent" Net Promoter Score, which assesses the
likelihood that a customer would recommend our services. ERMU also scored high in
community involvement, communication experiences, and value. This will be a multiyear
project with a planned increase in the number of surveys sent in 2023 and 2024. Staff's aim
is to reach all residential customers prior to the full implementation of Advanced Metering
Infrastructure as it presents a major change in customer service that could impact results.
• Field Services Building Construction — Complete the construction within budget.
The construction of the Field Services Building was ongoing throughout 2022, with staff
moving into the new building in November of 2022. The project included construction of the
new garage, shops, inventory, and office space, along with demolition of the old pole sheds
used for inventory and vehicle storage. This has been a multiyear initiative to improve
workflow and get all field staff into the same building. It also offers security of vehicles and
equipment by moving them inside, an upgrade to maintenance facilities, and improves daily
tasks. Staff expects to work through punch list items and finish site work during spring and
summer of 2023.
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