Residential Customer Residential Customer Engagement: Engagement: Experience from the Experience from the FieldField

Smart Grid Research Consortium Smart Grid Research Consortium ConferenceConference

October 20, 2011

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“We Enhance Quality of Life”

BEC Mission Statement

Members – 22,783

Meters – 31,890

Miles of distribution line – 4,434

Miles of transmission line- 104

Serve 7 Counties: Bandera, Bexar, Kendall,

Kerr, Medina, Real and Uvalde

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BEC Background Information

Internal Behavioral IndicesInternal Behavioral Indices

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Foundation and Strategically placed initiatives

• Improve employee and member satisfaction by providing timely and accurate information; and

• Improve the performance and accountability of every employee in the organization to ensure that members are actively engaged with the mission

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BEC Strategic ObjectivesBEC Strategic Objectives

• Safety

• Human Resources

• Technology

• Power Supply/Business Opportunities

• Organizational Performance

SafetySafety

• Everywhere Everyone Every time

• Safety Culture; 100%Buy In from Everyone

• 596,600 hours with No Lost Time Accident

• Members’ positive comments 2011Annual Meeting

• RESAP Rural Electric Safety Achievement Program

• Lineman’s Rodeo placement in Texas and International Competition

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Human ResourcesHuman Resources

• Bandera Advisory Team-We will remain an industry leader

through a culture of accountability, and by recruiting and retaining

talented employees. To that end, Bandera Electric Cooperative is

committed to providing a reasonable, competitive, sustainable and

balanced total compensation package for all stakeholders.

• Improve employee benefits/focus member

• Growth, innovation, member satisfaction,

operating performance, quality employee

satisfaction, and stable performance over time

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TechnologyTechnology

• Social Media works!

• Right Answer, Right Away

• smartWATCH-alerts growth activity

• Mobile Work Force

• PrePay launch

• Rebates

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Power Supply and Business Power Supply and Business OpportunitiesOpportunities

• Power Supply Contract signed

• Interest of One Stop Shop of 24/7 service thru

Electricians, Plumbers and HVAC contractors

• Engineering Turn Key URD

• Introduction of new products—Energy Efficiency

store, Generlink, “Together We Save”

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Business OpportunitiesBusiness Opportunities

• Commitment to go Paperless

• Streamline processes to match new technology

• Active role with Member Advocacy Committee

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EMPOWERING THE EMPOWERING THE MEMBERSMEMBERS

Engaging the Members?

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Culture of EntitlementCulture of Entitlement

Culture of Culture of AccountabilityAccountability

Culture of Culture of CommitmentCommitment

QuestionsQuestions