5.3 ERMUSR 02-09-2021 - Laserfiche WebLink

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______________________________________________________________________________ Page 2 of 8 Review of the Strategic Plan All policies, decisions, initiatives, and tasks by ERMU on behalf of our consumer owners should be in direct line with ERMU’s 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 2020 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. • Website – A request for proposal was developed and a vendor selection process was completed in 2019. The website update initiative was budgeted as a 2020 project and was completed when we went live November 4, 2020. • Customer Satisfaction Feedback Tools – In the past, we have utilized an in-house developed customer survey to evaluate our customers’ satisfaction with our service. There was very low participation in these surveys and data was usually skewed by recent complaints rather than a true representation of our total customer base. This initiative was developed to research, evaluate and revise customer satisfaction feedback processes and tools for better utilization and data. • Disaster Recovery Plan – Staff established a 2019 initiative to develop a utility specific Disaster Recovery (DR) plan that would complement the existing City of Elk River Emergency Operations Plan. While the existing city plan is focused more on emergency restoration efforts following a disaster, the utilities DR plan will be comprehensive, identifying all-hazards facing the utilities, utilizing best practices found within the National Incident Management System (NIMS), and following Incident Command System (ICS) structures. Included as part of this plan will be a component addressing Business Continuity throughout the recovery effort. This work is being coordinated with the Fire Chief’s efforts to update the City of Elk River Emergency Operations Plan. The ERMU DR plan development continued into 2020 and will be a continuously evolving document as it is tested during annual exercises and real incidents. • Jackson Street Water Tower – This initiative was created to complete the water tower asset transfer to the City, along with funds for the painting and restoration of the water tower. A grant has been approved for the rehabilitation in 2021. We will also need to create an MOU for future tower inspections, and plan to partner with the city/ERFD for a kiosk at the tower also. Theme 2: Personnel and Governance – Develop our most valuable and vulnerable assets, our commissioners, employees, leaders, and future leaders. 62