Bandera Electric Cooperative

Members – 23,865 Meters – 31,678 Miles of line – 4,385 Serve Bandera, Bexar,

Kendall, Kerr, Medina, Real and Uvalde counties

Moving employees from a ‘have to’ to a ‘want to’ mentality First reaction is… Belittling, what went wrong, who is at fault, hear negativity and get ready to

defend, justify and explain

Must create higher levels of ownership and joint accountability for achieving organization wide key results

The ORGANIZATION, The PEOPLE, The WORK

The ORGANIZATION

Direction – Strategic vision, mission, organizational structure, goals Systems – Planning & policies, information systems, budgeting,

monitoring Results – Success measures, profitability, competition, requests of

membersThe PEOPLE

Values and Beliefs – What is ideal, expectations, policies Leadership and Management – Practices and behaviors, selection, development,

promotion, reward and recognition, skills, knowledge, motivation and feedback

Productivity – Performance management, talent assessment, performance levels, morale, loyalty and

commitment, business awareness, continuous improvement

The WORK

Resources – Workload, schedules, tools, equipment environment The Methods – Work processes, how to handle mistakes Member Products and Services - Member satisfaction, quality, quantity of service

Member expectations have changed◦ NRECA Innovative Energy Strategies – A plan to Put Members

First in a rapidly changing energy landscape, dated February 3, 2010 Change is external, transition is internal

Nine key issue areas to address in order to help cooperatives develop and implement a plan1. Member Expectations and Relationship Management –

Educating Boards2. Energy Partners Information Network – NRECA become

an energy information and intelligence clearing house3. Leadership Development – Training – “commitment to

excellence” at every level of governance and management

Nine key issue areas (Continued)4. Raising the Bar for Operations and Workforce Development –

Recruit, educate, train, compensate, and retain a qualified workforce

5. External Influences – (Politics) Educate members and activate community grassroots

6. Future Energy Security – Development of a comprehensive10-year energy action plan

7. Financial Planning and Innovation – Benchmarks, economies of scale

8. Environmental Stewardship – Enough said9. Even More “Cooperation Among Cooperatives” – Develop

standards in operations, purchasing, marketing

TRAINING & EDUCATION

We are true to the 7 Cooperative Principles and we are:◦ More strategic and less operational◦ More goal oriented◦ More employee accountability – project management, creativity

and innovation◦ More open and honest communication◦ More and higher than industry averages for excellence◦ More contractor accountability◦ More employee growth and development◦ More reliability on technology◦ More SAFETY conscious◦ Better Board Education and by-in◦ Better Member Communication◦ Better Employee Productivity◦ Better Corporate Citizen◦ Better Evaluation Processes

Texts to members regarding outages (updates and information)

Budget alerts to help them stay on track with their bill

Time of use rates Prepaid service Mobile Work Force