“We’re more determined than ever to negotiate the best results for our members in this rapidly changing energy landscape. It is a good feeling to be on a team that is so dedicated to providing value to the membership. Members helping members and friends helping friends,” said John Ward, Board of Directors Vice President.
Member Services
- Continually monitored member satisfaction survey scores that remained greater than 9 on a scale from 1-10 for the majority of the year
- Achieved an American Customer Satisfaction Index (ACSI) score of 86 for the 4th Quarter of 2020
- Completed the first year with the Time-of-Use rate option that allows members who are able to shift their usage to off-peak times to lower their bills
- Installed 2,778 new services
- Assisted members with more than 42,000 service orders
- Personally handled more than 200,000 phone calls with a less than 2% abandoned rate
- Continued to enhance our SmartHub app to provide more features
- Worked to provide personal yet safe service while adapting to pandemic conditions
Technology
- Implemented a warehouse management system (WMS) for barcoded inventory control
- Implemented a new, advanced automated vehicle location (AVL) system for fleet management
- Installed new change monitoring and vulnerability assessment tools to increase cybersecurity protection
- Deployed new compact GPS devices for GIS technicians, increasing field mobility and positioning accuracy
- Designed new storm crew management and damage assessment tracking tools
- Added software to support remote patch management, digital signage control, and power card printing
- Implemented software to provide virtual desktop infrastructure (VDI) capabilities
- Added new technical solutions for wide-scale web conferencing and teleworking
Power Supply, Engineering & Operations
- Implemented a warehouse management system (WMS) for barcoded inventory control
- Implemented a new, advanced automated vehicle location (AVL) system for fleet management
- Installed new change monitoring and vulnerability assessment tools to increase cybersecurity protection
- Deployed new compact GPS devices for GIS technicians, increasing field mobility and positioning accuracy
- Designed new storm crew management and damage assessment tracking tools
- Added software to support remote patch management, digital signage control, and power card printing
- Implemented software to provide virtual desktop infrastructure (VDI) capabilities
- Added new technical solutions for wide-scale web conferencing and teleworking
Safety
- Worked 255,768 hours with no lost time accidents, and drove over one million miles
- Developed COVID-19 protocols and procedures to keep our members and employees safe while maintaining a very high rate of reliability during a record-breaking year of growth
- Adapted to new communication demands including online meetings and training
- Successfully completed NRECA Rural Electric Safety Achievement Program
- Storm response team supported BEMC’s crews, and 300 contractors with housing, food and supplies during Hurricane Isaias restoration efforts