5.3b ERMUSR 02-14-2023 - Laserfiche WebLink

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material costs. We also reviewed our Pole Attachment Fees and found that we were significantly undercharging compared to the going rate within our region and recommended the Commission increase the fee from $6.50 to $15.00 per attachment. We want to provide great value to our customers while still remaining competitive. • Wellhead Protection Plan Amendment — Review and amend for submission. This dashboard initiative took the help of multiple departments and a consultant to review the current Wellhead Protection Plan, evaluate updates needed, implement those updates, and submit a plan amendment to the Minnesota Department of Health (MDH) in 2023. The core of a Wellhead Protection Plan is the identification and implementation of effective management strategies that will protect the public water supply wells from contamination. The revision of our wellhead protection plan has been completed and has been submitted to the MDH. After a required 60-day review period a public hearing will be held for any comments on the plan amendment. Following that the revised plan can be adopted. • Customer Satisfaction Feedback — Evaluate and revise the feedback process and tools. Over the years there has been multiple internal efforts to accurately and efficiently gain feedback from our customers which often resulted in response rates considered too low to adequately reflect true public perception. In December 2021, ERMU entered into an agreement with Q Market Research to craft and distribute 2000 customer satisfaction surveys (half sent through email and half sent in a physical letter) to residential customers. With a ten percent response rate in 2022 this methodology, applied to just a portion of our customers, exceeded totals from previous internal efforts sent to all residences. Results show that ERMU has a "Good" to "Excellent" Net Promoter Score, which assesses the likelihood that a customer would recommend our services. ERMU also scored high in community involvement, communication experiences, and value. This will be a multiyear project with a planned increase in the number of surveys sent in 2023 and 2024. Staff's aim is to reach all residential customers prior to the full implementation of Advanced Metering Infrastructure as it presents a major change in customer service that could impact results. • Field Services Building Construction — Complete the construction within budget. The construction of the Field Services Building was ongoing throughout 2022, with staff moving into the new building in November of 2022. The project included construction of the new garage, shops, inventory, and office space, along with demolition of the old pole sheds used for inventory and vehicle storage. This has been a multiyear initiative to improve workflow and get all field staff into the same building. It also offers security of vehicles and equipment by moving them inside, an upgrade to maintenance facilities, and improves daily tasks. Staff expects to work through punch list items and finish site work during spring and summer of 2023. Page 2 of 2 93