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Safety, Integrity, Commitment and Excellence DRIVEN by VALUES EMPOWERED by MEMBERS 2014 ANNUAL REPORT

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Page 1: DRIVEN by VALUES - Electric & Propane Energy Services NC SC · EnergyUnited Propane is a local company dedicated to providing our customers with the best value for propane. We offer

Safety, Integrity, Commitment and Excellence

DRIVEN by VALUES EMPOWERED by MEMBERS

2014 ANNUAL REPORT

Page 2: DRIVEN by VALUES - Electric & Propane Energy Services NC SC · EnergyUnited Propane is a local company dedicated to providing our customers with the best value for propane. We offer

EnergyUnited Annual Report 2014

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ENERGYUNITED EMC 124,052 electric customers

19 counties

7 offices

ENERGYUNITED PROPANE 25,968 propane customers

63 counties in North Carolina

11 counties in South Carolina

Service Highlights

3 | Who We Are

4 | From the President & CEO

5 | Board of Directors

6 | Strategic Planning

7 | Propane

8 | By the Numbers

9 | Corporate Profile

10 | Community

11 | Economic Development

12 | Engineering & Operations

14 | Customer Service

table ofCONTENTS

NORTH CAROLINA

&SOUTH CAROLINA

Mocksville

LexingtonDenton

MadisonTaylorsville

Denver

Gastonia

Cornelius

Statesville

HendersonvilleCarthage

Durham

Creedmoor

WarrentonElizabethCity

Aiken

Barnwell

EnergyUnited Propane Service Area

EnergyUnited Electric Membership Corporation Service Area

EnergyUnited Office

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EnergyUnited Annual Report 2014

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EnergyUnited is the largest not-for-profit electric cooperative in North Carolina. Every day, we work hard to provide safe and reliable energy to more than 124,000 members across 19 counties in North Carolina and propane to more than 25,000 customers across 74 counties in North and South Carolina. To ensure that we provide exceptional service to each of these stakeholders, we are committed to abiding by our four core values in all that we do:

OUR VALUESOur values describe fundamental beliefs regarding the operations of our company. The following values are guiding principles upon which our decisions are based.

efforts is expected. Employee, member and supplier opinions are valued. Faith and confidence in the organization, honor, trust, respect, treating others the way we want to be treated, doing what is right, and leading by example are standards of integrity which drive our company.

COMMITMENTWe are dedicated to our members, customers, employees, communities and to ourselves. We do what we say we will do. We will maintain our tradition of citizenship and service with

actions that demonstrate care for the people and communities around us. We will work to create an environment that nurtures employee pride, self-esteem and a productive workforce. Continuing and open communications are encouraged and endorsed.

EXCELLENCEWe continually strive to improve our products and services. To prosper both as individuals and as a corporation, we give our individual best and personal commitment to maintain the highest standard of excellence in all that we do.

SAFETYWe are committed to protecting the safety of our employees, members and the communities we serve. To achieve this, we will provide ongoing training for our employees as well as creating a safety culture promoting awareness that safety is a top priority.

INTEGRITYWe conduct business in an honest manner. We place trust in each other, and through a collaborative effort, decisions affecting all aspects of our business are made, and full cooperation to support these

WHO WE ARE

OUR MISSIONEnergyUnited is a member-owned business committed to delivering reliable energy services at competitive prices to improve the quality of life of its customers and communities.

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EnergyUnited Annual Report 2014

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from thePRESIDENT & CEOThe cooperative structure is based upon the idea that consumers and employees can achieve great things when they work together. It’s what our business model was designed to do, and it is a central belief of the employees of EnergyUnited.

President DR. MAX WALSER

Chief Executive Officer H. WAYNE WILKINS

As our organization pursues the ideal of teamwork and togetherness, we are governed by a system of fundamental beliefs. Our four core values – Safety, Integrity, Commitment and Excellence – provide a roadmap for the success of this cooperative. It is our hope that by incorporating these values into our daily operations we can continue to grow without losing the central ideals that make us strong.

Our first core value, Safety, represents an ongoing commitment to keeping both the consumers and employees of this organization safe when interacting with energy. Safety begins with communication, which is why we work so hard to provide safety information to our consumers and improve ways of reporting hazards to the cooperative.

The second core value, Integrity, is all about trust. Our consumers trust that the lights will come on when they flip the switch. They trust that the board of directors and executive leadership of EnergyUnited are making decisions that are in their best interests and the interests of the community as a whole. EnergyUnited, too, trusts our consumers to be active participants in

the business of the cooperative. We trust that all consumers will voice their concerns when they arise, so that together we can move this company forward and create the utility of tomorrow. The trust between a utility and its consumers is central to our success, and we hope you see it permeating through all that we do.

EnergyUnited’s third value, Commitment, focuses on the advantages we provide our service area. We are committed to empowering our community both through our core business processes and active engagement with the customers we serve. Through economic development partnerships, philanthropy and education, EnergyUnited seeks to nurture an informed and stable community that is always poised for growth.

Excellence is our fourth core value, and one of the most important. It represents this cooperative’s desire to continually improve the services we offer our consumers. This comes in many forms, from improved energy distribution to the development of innovative programs. While the nature of these improvements change from year to year, one aspect is consistent – we are never content to keep the status quo. Instead, we work hard each and every day to improve the service we provide and keep electricity flowing whenever it is needed.

Our core values are a roadmap to EnergyUnited’s success. Working together, we can adhere to these values and move forward together as a community.

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EnergyUnited Annual Report 2014

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members in their district and then represent those voices during each EnergyUnited board meeting. By keeping the needs of our members at heart, our board of directors continually guides this cooperative toward success.

EnergyUnited board members participate in events sponsored by industry associations and other organizations in an effort to continuously educate

EnergyUnited is a not-for-profit electric cooperative, owned by the members who purchase electricity from the company. One way our members express their opinions on the direction of the cooperative is by electing fellow members to serve on the board of directors.

Our board of directors is made up of members from diverse backgrounds. Farmers, small business owners, lawyers, bankers and educators have all served on the board. This wide range of experience helps ground the board as it provides leadership for EnergyUnited.

Each board member represents one of three districts in our service area. They listen to the needs and concerns of other

themselves on matters related to electric cooperatives, including industry trends and the latest equipment and technology.

Many of our board members have dedicated over 20 years of service to this cooperative. Thanks to their commitment and dedication to serve, EnergyUnited has evolved into the leading energy services provider it is today.

BOARD of DIRECTORS

Executive StaffCHIEF EXECUTIVE OFFICER H. Wayne Wilkins

CHIEF INFORMATION OFFICER & VP OF CUSTOMER CAREKathleen Hart

VP OF SALES & ECONOMIC DEVELOPMENTTim Holder

VP OF HUMAN RESOURCESEric McIntire

VP OF ENERGY PORTFOLIO SUPPLY AND REGULATORY AFFAIRSDave Meisinger

Board of Directors PRESIDENT Dr. Max Walser

VICE PRESIDENTEdgar Cartner

SECRETARY Jeannette Overby

TREASURERRonnie Harrison

MEMBERSJerry AndersonAnn EllerMack ShoafBrian SissonGlenn Smith

CHIEF FINANCIAL OFFICER & VP OF CORPORATE SERVICES Alec Natt

GENERAL MANAGER OF ENERGYUNITED PROPANEJeff Ruffner

VP OF ENGINEERING & OPERATIONSDavid Schleicher

CORPORATE ATTORNEY, BRINKLEY WALSER STONER, PLLC

Roy McDonald

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EnergyUnited Annual Report 2014

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• What is the current state of the cooperative?

• What does the utility of the future look like?

• How does EnergyUnited embrace new technologies, legislation, rising energy costs and its changing customer demographics?

• What are our desires for the future of EnergyUnited, and how do we expect to get there?

As we answered those questions, four major themes became apparent:

1. Member Perspective

2. Financial Strength

3. Internal Effectiveness

4. Talent and Technology

In the fall of 2014, members of the EnergyUnited staff and our Board of Directors began to discuss what our strategic initiatives would be for 2015.

We identified 7 areas that we want to focus on in 2015 for both our electric and propane businesses. These initiatives include reviewing current products and services and determining how we can improve and further enhance our member services so that there is value for our members in everything we do.

This new process consisted of a comprehensive review of our cooperative and its environment, including questions such as:

In 2014, EnergyUnited restructured its approach to long-term strategic planning.

strategic PLANNING

These themes guided our strategic discussions as we reviewed our mission, vision and core values. As a result of these efforts, we adjusted our vision statement to reflect our goal to be the leading energy services provider. In addition, we added a fourth core value, safety, which reinforces our commitment to creating a safe culture in all areas of our organization.

EnergyUnited is a cooperative owned by our members. All of our business operations are directed at supporting those we serve. The strategic plan developed in 2014 prepares us for 2015 and establishes a strong foundation for positive change in the years to come.

A STRATEGIC ROADMAP FOR THE FUTURE

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convenient. EnergyUnited Propane offers a full range of propane gas equipment from top-performing brands to help you make the most of this clean-burning and efficient fuel, both indoors

EnergyUnited Propane is a local company dedicated to providing our customers with the best value for propane. We offer a number of convenient options to make fuel deliveries and bill paying easy and

In 2014, propane trucks got a new look. Propane worker in the field.

and out, including: tankless water heaters, clothes drying, generators, pool heaters, fireplaces and outdoor living appliances such as grills, outdoor heaters, gas torches/lights and more.

PROPANE

EnergyUnited Annual Report 2014

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To learn more about EnergyUnited Propane, visit www.energyunitedpropane.com or call 888-895-4114

EnergyUnited Propane | Keeping it in the Carolinas

2000EnergyUnited Propane began in 2000. 74

We deliver propane to both residential and commercial customers in 74 counties in North and South Carolina.

The state of North Carolina is the second-largest consumer of propane in the U.S.

EnergyUnited Propane is one of the largest marketers of propane headquartered in North Carolina.

NORTH CAROLINA

&SOUTH CAROLINA

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12,677MILES of LINE

Cost of Wholesale Power - 72.6¢

Depreciation - 6.8¢

Debt Interest - 3.7¢

Taxes - 1.6¢

Margins/Other Income - 3.8¢

Operations & Maintenance - 11.5¢

HOW A DOLLAR IS SPENT

by theNUMBERS

CAPITAL CREDITSWhen EnergyUnited has sufficient margins, a portion of leftover funds is returned to members in the form of a capital credit refund. We do this both because we are a not-for-profit and because we are committed to doing what is best for our members.

The board of directors is happy to report that EnergyUnited returned over $3 million to our members in capital credits in 2014, a reminder that as a cooperative, we are all in this together.

10.5 MILLION GALLONS OF PROPANE Distributed to customers in more than 74 counties in North and South Carolina

OVER 2.4 BILLION KWH SOLD TO MEMBERS

RELIABILITY RATING

2.4BILLION

KWH

99.985%

OVER

AVERAGE RESIDENTIAL MONTHLY USE

AVERAGE OVERALL MONTHLY USE

1640 KWH

1271 KWH

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CONSOLIDATED BALANCE SHEETS CONT’D 2014 2013

CURRENT LIABILITIESCurrent maturities of long-term debt 11,553,725 11,334,318Short-term and line-of-credit borrowings –– ––Accounts payable 22,213,626 23,570,659Consumer deposits 3,494,005 3,434,968Other current liabilities 10,288,981 6,387,223

Total Current Liabilities 47,550,337 44,727,168

Deferred Credits 18,033,479 16,760,009

TOTAL EQUITIES AND LIABILITIES $439,252,883 $426,751,253

CONSOLIDATED BALANCE SHEETS 2014 2013

Assets

UTILITY PLANT Electric plant in service $524,306,852 $513,301,461Property and equipment – subsidiaries 25,467,334 25,063,400Construction work in progress 10,510,484 5,424,009

Gross utility plant 560,284,670 543,788,870

Less accumulated depreciation 193,058,449 180,945,136

Total Utility Plant 367,226,221 362,843,734

OTHER PROPERTY AND INVESTMENTSRestricted property and investments 1,043,055 993,129Investments in associated organizations 13,930,411 16,345,194Goodwill 3,203,465 3,358,175Investment in leases 231,547 292,253Other assets 2,021,836 1,952,674Notes receivable 1,387,500 372,500

Total Other Property & Investments 21,817,814 23,313,925

CURRENT ASSETSCash and cash equivalents 8,637,593 1,324,122Consumer accounts receivable,

less allowance for doubtful accounts of $1,521,008 and $1,415,574 for 2014 and 2013, respectively 16,388,337 15,226,936

Other accounts receivable 386,647 250,973Unbilled accounts receivable 12,899,767 12,257,928Inventories and supplies 5,671,178 5,650,146Current maturities of notes receivable 155,000 25,000Current investment in leases 207,473 167,118Other current assets 1,912,571 2,282,381

Total Current Assets 46,258,566 37,184,604

Deferred Charges 3,950,282 3,408,990

TOTAL ASSETS $439,252,883 $426,751,253

Equities and Liabilities

EQUITIESMember shares $ 515,852 $ 511,167Patronage capital 64,850,853 73,081,267Other equities 112,115,668 97,627,856Accumulated comprehensive gain/(loss) (4,956,737) (254,642)

Total Equities 172,525,636 170,965,648

NON-CURRENT LIABILITIESLong-term debt, less current maturities 188,017,068 181,324,526Accumulated obligation for pensions

and benefits, less current amount 8,867,632 8,841,424Other non-current accrued liabilities 4,258,731 4,132,478

Total Non-Current Liabilities 201,143,431 194,298,428

CONSOLIDATED STATEMENTS OF REVENUES, EXPENSES AND PATRONAGE CAPITAL 2014 2013

Operating Revenue $274,828,016 $258,283,496

Cost of Sales 220,054,102 207,741,055

Gross Profit on Sales 54,773,914 50,542,441

Other ExpensesAdvertising, marketing and sales 802,828 767,430Product services and labor 9,265,371 8,818,079Other G&A expenses 10,961,046 10,234,478Depreciation and amortization 19,149,432 18,478,138Interest 9,645,951 9,260,686Other 42,681 55,022

Total Expenses 49,867,309 47,613,833

NET OPERATING MARGINS 4,906,605 2,928,608

Non-Operating Margins Interest income 3,429,206 3,428,861Other income 906,461 871,523Gain (Loss) on disposal of property 397,700 72,851

Total Non-Operating Margins 4,733,367 4,373,235

NET MARGINS $9,639,972 $7,301,843

corporatePROFILE

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EnergyUnited Annual Report 2014

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BRIGHT IDEAS Funds innovative classroom activities for K–12 students. In 2014, we awarded over $40,000 in grants to 27 teachers in several schools within our 19- county service area.

More than $680,000 has been awarded in NC since the program began in 1994.

YOUTH TOUR 2 high school students from our service area visited Washington, D.C., with 1,500 other students nationwide. The students met our congressional representatives and toured our national monuments.

FOOD DRIVE EnergyUnited employees held multiple food drives, which benefits many people in our community across all 19 counties we serve.

BASKETBALL CAMPS 1 boy and 1 girl from our service area attended basketball camps at UNC and NC State respectively.

Haley Sink and Alexandria Swaim represented EnergyUnited on the 2014 Youth Tour to Washington, D.C. Haley was awarded the Kate Bunch Memorial Scholarship after participating in the Youth Tour. We are proud of these young students and happy that Touchstone Energy and EnergyUnited could partner to give them this once in a lifetime experience!

EnergyUnited supports a number of charitable organizations and statewide programs. Below is an overview of these cooperative-sponsored programs.

ENERGYUNITED FOUNDATION

FOR ENERGY ASSISTANCE

$ 3,950FOR HEATING ASSISTANCE

$23,050

422THOUSAND

$ Awarded in grants to individuals and non-profit organizations.

COMMUNITY

UNITED WAY

FOR A TOTAL OF OVER

18THOUSAND

$

Employees Donated $10,770

CoBank Contributed $5,000

EnergyUnited Contributed $2,400

Funding comes from members who donate through EnergyUnited’s Operation Round-Up Program.

Page 11: DRIVEN by VALUES - Electric & Propane Energy Services NC SC · EnergyUnited Propane is a local company dedicated to providing our customers with the best value for propane. We offer

EnergyUnited has always been committed to being more than just an electric utility for the communities we serve. We also pride ourselves in offering economic development initiatives that help support our service areas and ensure long-term economic growth. Each day, EnergyUnited works with local business leaders, state governments, cities and towns to identify areas that can support new and relocating businesses.

One focus of EnergyUnited’s economic development team is the development of business

BRINGING IN BÜRKERT EnergyUnited’s major economic development initiative in 2014 involved working with the local Economic Development Council to bring a new advanced manufacturing facility to the town of Huntersville. The new facility, a 120,000-square-foot building, recently broke ground on Mount Holly-Huntersville Road. EnergyUnited was instrumental in bringing the project into our

parks throughout our service area. Business and industrial parks help develop a community of commerce and innovation that is very attractive to many businesses, which are often daunted by the hassle of proper zoning, energy requirements and economic support. By facilitating the construction of these business parks and by working with the counties, towns and economic development commissions to develop incentive packages, we create an open door for businesses to invest in our communities.

Last year, EnergyUnited was awarded a $2 million loan from the United States Department of Agriculture (USDA) as part of their Rural Economic Development Loan and Grant Program (REDLG), to develop an industrial park off of I-85 in Davidson County. The REDLG program creates zero-interest loans for towns and counties investing in rural areas. The creation of this park will go a long way to attracting new businesses and to help ensure the economic success of our community for years to come.

economic DEVELOPMENT

11EnergyUnited Annual Report 2014

COMMITTED TO ECONOMIC DEVELOPMENT

service area by helping Bürkert understand their cost for electricity at the new plant and developing a rate structure that made the project feasible. This important addition to EnergyUnited’s economic development program will bring almost $23 million into our service area over the next five years and will create 61 new jobs.

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In March 2014, EnergyUnited restored power to over 32,000 members in four days.

ENGINEERING & OPERATIONS

SUPPORTING GROWTHAs the EnergyUnited service area grows economically and in population, it is important that our infrastructure is prepared to meet these needs. To support this growth, four distribution circuits supplying 1,850 customers were transferred from the “old” Stroud Substation to the “new” Stroud Substation, located on the Davie/Iredell county line. The old station transformers were rated at 9.6 MVA and were heavily loaded during a cold snap in January 2014. The new station features a station transformer rating of 25 MVA and will be able to accommodate a change of transmission voltage from

44kV to 100kV in the coming years. The land from the old substation will be cleared of electric apparatus and donated to County Line Volunteer Fire department as a Medevac helicopter landing area.

EnergyUnited also began work in June 2014 to accommodate the new Gildan Yarns manufacturing facility in Mocksville. In less than eleven months, transmission facilities were re-routed and a new 80 MVA substation was constructed. Over $4.1 million will be invested in infrastructure to supply Gildan and reinforce the distribution system in the Route 601 area north of Mocksville.

MAINTAINING PERFORMANCE DURING EXTREME WEATHERIn January 2014, we saw frigid temperatures as low as 7 degrees, which established a new peak demand record of 705 MW. This record demand allowed EnergyUnited to set benchmarks which we will use to prepare and monitor system loads for future record demands.

At EnergyUnited, our primary goal is to provide safe and reliable energy to our members. Our Engineering and Operations team lies at the heart of this commitment. This team provides the support our infrastructure needs to remain reliable today and looks forward to the needs of our cooperative in future years. To ensure that electricity is there whenever you flip the switch, in 2014 EnergyUnited focused on five goal areas that account for the hardware, people and environment around our distribution equipment that help keep the lights on.

Page 13: DRIVEN by VALUES - Electric & Propane Energy Services NC SC · EnergyUnited Propane is a local company dedicated to providing our customers with the best value for propane. We offer

Over 20,000 mercury vapor (MV) security lights are being replaced with energy efficient LED fixtures. The 175-watt MV lamps will not be available after 2016, allowing EnergyUnited to complete this conversion to the 48-watt LED fixture over several years.

UPGRADING AGING INFRASTRUCTURE To maintain reliable substation equipment, EnergyUnited replaced three 1950-vintage circuit breakers, and refurbished two 1960-vintage power transformers. We also replaced 1950-vintage insulators at eight substations to avoid safety risks as part of our programmatic asset management plan.

VALUING OUR WORKFORCEOne of the most important parts of EnergyUnited’s maintenance strategy is our team of linemen who work hard in the field every day to deliver reusable power. In June 2014, we hired three apprentice linemen in anticipation of retirements of existing EnergyUnited linemen. It takes over five years of training and experience to become a journeyman lineman, and this approach allows for succession planning, as new linemen are able to gain knowledge from experienced employees. In addition to an interview, successful applicants had to perform various physical work tasks such as pole climbing and hot stick operation as part of their evaluation.

We also recognize that linemen have a physically demanding job. To help prevent injury during the workday, in March of 2014 we implemented the Stretching and Strengthening program, which includes a video used by crews each morning. This program encourages our workforce to stay limber and reduces the chance of injury.

PROTECTING OUR ENVIRONMENT

EnergyUnited understands that the process of distributing energy has an impact on our environment. That is why we work hard to be a good steward of our environment in all activities, whether it is the management of vegetation along our power lines, storage of chemicals or adhering to government regulations.

In 2014, EnergyUnited installed catalytic filters on the exhaust of two large generators in Statesville that are used for peak demand reduction and load management, to comply with EPA stationary source engine regulations. We also completed construction of a paint booth, which employees use to refurbish old electrical equipment – saving members money on equipment while meeting environmental regulations.

EnergyUnited Annual Report 2014

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The new Stroud Substation. A refurbished substation switch. Our linemen preparing for a safe workday by stretching before their shift.

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This system allows us to detect large variations in electricity consumption and provide early notification of increased charges to members.

EnergyUnited wants to provide service to our members beyond the electricity they use on a daily basis. Our long standing Co-op Connections Card® Program helped members save three quarters of a million dollars in 2014 by offering discounts at national and local businesses. To complement this service, we introduced the EnergyRewards online savings program. Since the program’s introduction, our members have saved hundreds on their electric bills by taking advantage of cash back bonuses when making online purchases.

COMMUNICATING EFFECTIVELYTwo-way communication between the cooperative and our members is vital to our business. Whether it is notifying members of changes in their consumption, planned maintenance in their area or members contacting us about their various customer

for energy distribution equipment and some potentially life-saving tips for surviving contact with power lines. We also worked with educators to bring electrical safety demonstrations into area schools and conducted training sessions with various fire departments.

MAINTAINING AFFORDABLE RATESAs a service to our members, we focus on keeping rates as affordable as possible. Through technology, we are able to improve the quality of our services, streamline processes and increase efficiencies to keep our operating costs low. In 2014, we implemented a meter data management system used to validate hourly and daily meter readings received from our advanced metering system.

excellent CUSTOMER SERVICEEnergyUnited’s core values – Safety, Integrity, Commitment and Excellence – serve as the compass that guides our employees, supports our vision to be a leading energy services provider and creates the foundation for quality customer service. In 2014, with our core values in mind, we focused our efforts on safety, operational efficiencies, communications and service to our members and communities.

EnergyUnited is more than just a building – it’s a member-owned business with dedicated energy professionals committed to serving both our membership and the communities in which we live and work. As a service-based industry, we recognize that employees are our greatest asset, and that quality customer service begins with them. We train our employees to ensure that they are knowledgeable and up to date on industry practices, empowering them to benefit our membership.

ENSURING SAFETYSafety is at the forefront of everything we do. As part of this new initiative, emphasis was placed on safety and safety training for all employees. In 2014, we provided electrical safety training for our com- munities as well. During Electrical Safety Month in May, EnergyUnited hosted “live line” demonstrations designed to educate members on the dangers associated with high-voltage power lines. This dramatic presentation left the members in attendance with a new respect

SAFETY, THE WELFARE OF OUR MEMBERS AND EMPLOYEES, IS AT THE FOREFRONT OF EVERYTHING WE DO

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service needs, communication is a staple of everything we do at EnergyUnited. In 2014, we made strides to improve communication between our members and the cooperative. We upgraded our phone system to include an automatic callback feature. This feature gives our members the option to enter a callback number, hang up and take care of other business while waiting for the next available representative to take their call during periods of high call volume.

Communication with our members is never more crucial than during large outage situations. To ensure that our members can always reach us, in 2014 we implemented technology that allows high call

volume to overflow to a support facility. With this new system in place, members should be able to report their outages quickly and easily, even during significant events.

EMPHASIZING EDUCATIONEnergyUnited takes extra measures to educate and help our members understand and manage their electric usage. As a complement to the energy efficiency information provided in our monthly newsletter and online at EnergyUnited.com, we introduced a new series of “Lunch and Learn” member forums. At these forums, an energy expert offers a number of energy saving efficiency tips that can be completed with a small investment.

EnergyUnited’s commitment to keep rates affordable and provide safe and reliable energy doesn’t stop at our membership. The legislative process has a direct impact on our operating policies and the rates we charge for electricity. EnergyUnited continues to assume a

leadership role in bipartisan political activities by working with our state and national elected officials. We educate these officials on the needs of the utility industry, especially electric cooperatives, and urge them to develop energy policies that consider the necessity of affordable and reliable electricity for all.

EnergyUnited’s efforts to provide excellent customer service pay off in the form of satisfied members. Quarter after quarter, EnergyUnited outperforms the industry by a wide margin in terms of customer satisfaction. In the fourth quarter of 2014, EnergyUnited scored 82 on the overall American Consumer Satisfaction Index, compared to 75 for the industry as a whole. We will continue to develop programs and services that focus on the needs of our membership.

Our customer care team guarantees integrity and a great experience for our members.

AMERICAN CONSUMER SATISFACTION INDEX

82

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ENERGYUNITEDPost Office Box 1831 Statesville, NC 28687

PHONECall 800.522.3793

FAX Call 704.878.0161

/ENERGYUNITED

@ENERGYUNITEDEMC

TO REPORT AN OUTAGECall 800.EUNITED or (800.386.4833)

24-HOUR ACCOUNT INFORMATIONCall 800.MEMBER1 or (800.636.2371)www.energyunited.com