4.2 ERMUSR 07-13-2021 - Laserfiche WebLink

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______________________________________________________________________________ Page 2 of 6 The leadership team underwent a process to identify new initiatives for go/no-go evaluation for consideration in the annual business plan/budgeting process. These newly identified initiatives, along with ongoing and incomplete initiatives, then undergo priority ranking. All policies, decisions, initiatives, and tasks by ERMU on behalf of our consumer owners should be in direct line to the ERMU mission, vision, and values. 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 includes highlights from the 2021 initiatives and newly identified initiatives for go/no-go evaluation. Staff is looking for the Commission to discuss high-level strategic themes and initiatives. These high-level themes are categorized by the following six planning themes which the commission adopted into policy. Staff is looking for the commission to have consensus on these themes leading into the budgeting process. Additionally, the highlighted initiatives identified below represent work in progress and/or forward-looking initiatives. These initiatives have either already run through the budgeting process or are prioritized for inclusion in future budgeting. Staff is looking for commission discussion on the initiatives and how these priorities align with the commission’s intended strategic direction for the organization. Review of the Strategic Plan Theme 1: Communication – Improve the effectiveness of our communications inside the organization, with our customers, and with the community. • Live Chat System – Staff will explore the option of embedding a live chat system into our website and or SmartHub to give customers the option to quickly get their question answered without having to call us. Of course, for those who wish to call us, we will be happy to talk with them. • Disaster Recovery Plan – This is a continuing initiative staff started in 2019 to update our disaster recovery plan and perform a disaster drill tabletop exercise. The work will be coordinated with the City of Elk River Fire Chief. This plan, and its subsequent annual review, is a requirement in the American Public Power Association’s (APPA) Reliable Public Power Provider (RP3) designation. This initiative will continue through next year. • Customer Satisfaction Feedback Tools – Staff will evaluate new customer satisfaction feedback tools that are measurable and appropriately represent our customers. This was an initiative started in 2019 and was put on hold in 2020 with the pandemic. As a reminder, this was removed from the Utility Performance Metric Incentive Compensation system (UPMIC) for the 2020 measurement period, however, could be re-introduced when we have a viable measurement tool in place. 59