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e Continued roll-out and implementation of company-wide Customer Security Program, to the
benefit and safety of customers and employees
e Continued training, mentoring and succession planning throughout the organization, including
impending retirements occurring in 2022 and 2023 for certain key roles
e Continue to promote customer education through newsletters and social media
e Complete upgrades to the Bowers Dam spillway, including replacement of the spillway gate
and the construction of an auxiliary spillway
e Amend process monitoring in systems treating for the removal of manganese to ensure
compliance with the proposed NHDES primary drinking water MCL
e Continue to collect and process all necessary compliance samples to ensure compliance with
NHDES and EPA MCLs
e Work with external engineering consultants to evaluate improvements to the Water Treatment
Plant to achieve optimal PFAS removal, chemical feed and storage, and improved monitoring
at the plant
e Continued participation in multiple educational outreach efforts within the Company’s customer
coverage radius
e Continual enhancement and review of cybersecurity needs, risks and tools
e Comprehensive review of Emergency Action Plan conducted during Internal Control Review
process
e Cityworks (CMMS application)
¢ Refinement of Operational Insights assessment of the Nashua core, and extension of
that assessment to other Pennichuck Water Works and Pennichuck East Utility CWS
¢ Incorporation of vertical assets into Operational Insights
° Asset Management
e Incorporate operations data (flows, pressure, water quality) into dashboards accessible
by “point and click” in GIS
e Implementation of Source Water Protection Plans for Locke Lake and the Merrimack River
® Continued monitoring and response to COVID-19 pandemic, including but not limited to:
© Timing of possible resumption of “full normal” operating activities
© Ongoing monitoring and protection of customers and employees served
e Continued monitoring and response to financial impact on the Company of the pandemic
© Compliancy with OSHA ETS, if upheld and enforceable
Sincerely,
Larry. Goodhue
Chief Executive Officer and
Chief Financial Officer
