4.3. ERMUSR 12-17-2019 - Laserfiche WebLink

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UTILITIES COMMISSION MEETING TO: FROM: ERMU Commission Troy Adams, P.E. General Manager MEETING DATE: AGENDA ITEM NUMBER: December 17, 2019 4.3 SUBJECT: Performance Metrics and Incentive Compensation Policy ACTION REQUESTED: Approve the Performance Metrics and Incentive Policy Score Card for 2020. BACKGROUND: The Commission adopted the Performance Metrics and Incentive Compensation Policy in December 2012 and then revised it in 2016. This is a company performance based program designed to incentivize employee commitment Divided into categories representing core values of the company and again into sub-categories that are quantifiable, the Utilities Performance Metrics-based Incentive Compensation (UPMIC) system is designed to track goals that require companywide support of the employees to continually achieve. When the employees work together as a team to achieve these goals, the company recognizes a corresponding increase in value to our customers. DISCUSSION: Per policy, the metrics for measurement of the designated year need to be determined before the start of the designated year. This allows for changes to be made and timely communication before performance measurement begins. The policy is attached for reference. Since 2018, staff has been working on options for improved engagement with the customer satisfaction survey component of the UPMIC score card. New survey questions had been developed with the assistance of a consultant. The survey was then offered in two formats, by mail and now also online. The response percentage results were low for both styles. The respondent percentage for the historic survey style was typically 300 responses out of 10,000 customers, or 3%. In 2018 the historic survey, both paper and electronic combined, produced only 165 responses out of an approximate 11,500 customers, or 1.4%. Of those 165 responses, 44 were submitted electronically which was 27%. In 2019, we received 136 responses out of approximately 12,500 customers, or 1.0%. And of those 136, 30 were submitted electronically which was 22%. The sample size is not sufficient for accurate survey result data. customer satisfaction survey component of the UPMIC be removed from the score card prior to the 2020 measurement period. This component carried a weight of 5 points which the commission will need to reallocate. ______________________________________________________________________________ Page 1 of 2 527