4.1 ERMUSR 12-11-2018 - Laserfiche WebLink

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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%. The response percentage for the new single question electronic only survey style was also very low. And the method for collection did not provide sound statistical data as there was not a way to prevent an individual from responding multiple times. Also, responses were allowed to be anonymous making follow-up impossible. This survey was available electronically by a link on the SmartHub online payment page. This greatly skewed the survey data as responses were highest on days when shut-offs for non-payment were conducted; Many of those disconnected for non-payment would pay on-line and then take this survey upset for being disconnect for non-payment. Responses were also skewed with negative feedback on city services like organized trash collection. Because the data from these new survey style questions was blended in a single response, it was not possible to separate a quantitative rating that was usable for measurement or improvement. This test initiative was shut down after two questions. Even with the low response percentage and the data being skewed with disconnection and city services feedback,there was usable feedback. Specifically, changes were made to the multi-billing cycle process based on constructive feedback from our customers. Applying what was learned,testing the new survey style and concurrently conducting the historic survey style, staff will combine the best parts of both versions for use in measuring performance for 2019. The historic multiple question single service method will be used in both hard-copy paper and electronic, but the questions will be changed to use the new questions developed to align performance with the commission approved direction and organizational values. Additionally,the respondents name will be required. This will allow for follow-up with the customer. This change to the data collection method does not impact the score card or the policy. Staff will continue to evaluate the customer satisfaction survey component of the UPMIC for viable options to improve usability of the feedback for performance improvement. Competitive Rates During 2018 staff had also looked at adding an UPMIC score card component to measure rate competitiveness. Staff has not completed evaluating the methodology for this which would fairly compare electric and water rates. Staff intends to continue to develop a methodology for measuring rate competitiveness during 2019 for commission consideration. The UPMIC score card is attached for approval for the 2019 measurement year. FINANCIAL IMPACT: No financial impact for 2019 budget year. Up to a 2% distribution awarded in 2020. ATTACHMENTS: • ERMU Policy—P.13—Performance Metrics and Incentive Compensation Policy • ERMU Policy—P.13a—Performance Metrics and Incentive Compensation Policy Score Card—2019 Page 2 of 2 48