5.7. ERMUSR 02-12-2019 - Laserfiche WebLink

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contains both known or fixed components as well as variable or unknown components.To measure performance, ERMU uses a monthly financial report.This report is a tool used to gauge performance, collect data needed to make corrective actions as needed to move the organization toward the short term goals established by the budget and Annual Business Plan, but also to move the organization toward the long term goals and direction established by the Strategic Plan. Monthly reports provide information for what has already happened. Their value comes from the interpretation of the data applied toward achieving the annual short term goals and the farther out long term goals and vision. The Annual Business Plan is a short term forward looking tool dependent upon backwards looking data analysis. Review of the Strategic Plan All policies, decisions, initiatives, and tasks by ERMU on behalf of our consumer owners should be in direct line to the ERMU Mission. All planning is conducted through a process which categorizes initiatives under commission adopted planning themes aligned with our mission, vision, fundamentals, and values.This framework clearly defines how ERMU is expected to operate.This process is intentionally transparent to our consumer owners. The following include highlights, challenges, and results from the 2018 initiatives as well as forward looking initiatives and goals: Theme 1: Communication —Improve the effectiveness of our communications inside the organization, with our customers, and with the community. • Branding Plan —Staff successfully developed a comprehensive Branding Plan which included a style standards guide identifying approved fonts, colors, logos, and taglines. The plan is currently being implemented. The completion of this initiative leads into a 2019 initiative to develop a Communication Plan with a messaging guide.All of these initiatives build the foundation for a forecasted 2020 initiative to completely update the ERMU website. • Customer Satisfaction Feedback Tools—Staff evaluated existing processes for customer feedback and developed new methods for soliciting usable feedback to improve services. New methods were implemented concurrent to existing methods for evaluation. Unfortunately, this initiative did not improve the feedback data. Rather, overall feedback diminished substantially. And, the data received was in a comingled format blending feedback for ERMU and city service.The blended feedback made it nearly impossible to separate ERMU relevant data for evaluation and action.This has led to a 2019 initiative to develop improved bill presentation clearly identifying ERMU and city services, and to develop improved customer satisfaction feedback tools which will separate feedback to the appropriate service buckets. • 2017 Annual Report—Staff successfully developed a "short" version template for the annual report.The short version allows for economical distribution to our customers in a format more likely to be read. This template was well received and is being used for the 2018 Annual Report. Page 2 of 7 74