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