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Residential Customer Engagement: Experience from the Field Smart Grid Research Consortium Conference October 20, 2011

Residential Customer Engagement: Experience from the Field Smart Grid Research Consortium Conference October 20, 2011. BEC Mission Statement. “We Enhance Quality of Life”. BEC Background Information. Members – 22,783 Meters – 31,890 Miles of distribution line – 4,434

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Residential Customer Engagement: Experience from the Field Smart Grid Research Consortium Conference October 20, 2011

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  1. Residential Customer Engagement: Experience from the FieldSmart Grid Research Consortium ConferenceOctober 20, 2011

  2. BEC Mission Statement “We Enhance Quality of Life”

  3. BEC Background Information 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

  4. Internal Behavioral Indices 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

  5. BEC Strategic Objectives • Safety • Human Resources • Technology • Power Supply/Business Opportunities • Organizational Performance

  6. Safety 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

  7. Human 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

  8. Technology Social Media works! Right Answer, Right Away smartWATCH-alerts growth activity Mobile Work Force PrePay launch Rebates

  9. Power Supply and Business Opportunities 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”

  10. Business Opportunities Commitment to go Paperless Streamline processes to match new technology Active role with Member Advocacy Committee

  11. Engaging the Members? Empowering the Members

  12. Culture of Entitlement

  13. Culture of Accountability

  14. Culture of Commitment

  15. Questions

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