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Annually in June the leadership team undergoes an in-depth review of the strategic plan <br /> initiatives dashboard, a tool used by the leadership team to track progress on organizational <br /> initiatives and goals. During this in-depth review, the leadership team also reviews the mission, <br /> vision, values, fundamentals, and planning themes. This review is done through either a <br /> Strengths/Weaknesses/Opportunities/Threats (SWOT) analysis or a Critical Success Factors <br /> analysis.This process was conducted this June and the leadership team had consensus that our <br /> Authority and Purpose Policies are sufficiently aligned with the organizational needs looking <br /> forward. The leadership team then underwent a process to identify new initiatives for go/no-go <br /> evaluation for consideration in the annual business plan /budgeting process. These newly <br /> identified initiatives, along with ongoing and incomplete initiatives, then undergo priority <br /> ranking. <br /> All policies, decisions, initiatives, and tasks by ERMU on behalf of our consumer owners should <br /> be in direct line to the ERMU mission, vision, and values. All planning is conducted through a <br /> process which categorizes initiatives under commission adopted planning themes aligned with <br /> our mission, vision, fundamentals, and values.This framework clearly defines how ERMU is <br /> expected to operate. This process is intentionally transparent to our consumer owners. <br /> The following includes highlights from the 2019 initiatives and newly identified initiatives for <br /> go/no-go evaluation. Staff is looking for the commission to discuss high level strategic themes <br /> and initiatives. These high level themes are categorized by the following six planning themes <br /> which the commission adopted into policy. Staff is looking for the commission to have <br /> consensus on these themes leading into the budgeting process. Additionally, the highlighted <br /> initiatives identified below represent work in progress and/or forward looking initiatives. These <br /> initiatives have either already run through the budgeting process or are prioritized for inclusion <br /> in future budgeting. Staff is looking for commission discussion on the initiatives and how these <br /> priorities align with the commission's intended strategic direction for the organization. <br /> Review of the Strategic Plan <br /> Theme 1: Communication —Improve the effectiveness of our communications inside the <br /> organization, with our customers, and with the community. <br /> • Customer Satisfaction Feedback Tools and Bill Presentation—As previously <br /> communicated this past February, in 2018 staff evaluated existing processes for <br /> customer feedback and developed new methods for soliciting usable feedback to <br /> improve services. New methods were implemented concurrent to existing methods for <br /> evaluation. Unfortunately, this initiative did not improve the feedback data. Rather, <br /> overall feedback diminished substantially. And, the data received was in a comingled <br /> format blending feedback for ERMU and city services.The blended feedback made it <br /> nearly impossible to separate ERMU relevant data for evaluation and action.This has led <br /> to a 2019 initiative to develop improved bill presentation clearly identifying ERMU and <br /> city services, and to develop improved customer satisfaction feedback tools which will <br /> separate feedback to the appropriate service buckets. The new bill presentation started <br /> going out to customers in June. Staff will evaluate the customer satisfaction feedback <br /> Page 2 of 6 <br /> 64 <br />