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SPRING 2020 <br />THE CURRENT <br />ERMU’s COVID-19 Response Plan <br />Since March 16, Elk River Municipal Utilities has been operating in safe mode to minimize risks for our <br />OUR <br />employees and community. Many things have changed at ERMU over the past weeks as a result of the <br />MISSION <br />COVID-19 pandemic, but new practices and adapted processes have helped ensure that the important <br />To provide our customers <br />things remain unchanged. In order to continue to provide safe and reliable electric and water service, <br />with safe, reliable, cost- <br />ERMU will be implementing the following measures until further notice: <br />Our buildings are closed to the public. You can still <br />perform most account services through SmartHub, by <br />phone through our customer service call center which is <br />available 24 hours a day at 763.441.2020, or by emailing <br />educate our customers <br />us at customerservice@ermumn.com. <br />All essential services will continue. We understand that <br />access to the services we provide is critical to the safety <br />and comfort of our customers. For that reason, we have <br />services will be provided <br />voluntarily suspended disconnections for non-payment, <br />and we will establish payment arrangements with <br />Non-emergency or non-essential direct contact with customers is suspended. Having already <br />implemented working remotely and staggered schedules, we will be postponing in-person meetings <br />with customers that do not serve an emergency or essential need. <br />OUR <br />As your community owned electric and water utility, we are proud to do our part, providing safe and <br />VISION <br />reliable utility services. Thank you for this opportunity to serve you. For the most up-to-date information <br />on ERMU’s response plan, we encourage our customers to visit our website. <br />Meet a Few of the Members of Our Response Team <br />OUR <br />VALUES <br />INTEGRITY <br />QUALITY <br />One of the best tools we have As part of ERMU’s electric <br />COMMUNICATION <br />for reducing the spread of public, serving the community department, Matt knows that <br />COVID-19 is clean water for is the basis of ERMU’s mission. today, reliable electric service <br />SAFETY <br />practicing good hygiene. Mike Rachelle and the customer means supporting access to <br />COMPETITIVE <br />and our water department are developing information, <br />focused on maintaining this schedules to be safe and distance learning, and home <br />crucial system. available to customers. safety and necessities. <br />ERMUMN.COM | 763.441.2020 | 13069 ORONO PARKWAY | PO BOX 430 | ELK RIVER, MN 55330-0430 <br />215 <br />