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Customer Care Excellence |
- Focus on first-call resolution to provide exceptional customer care.
- Provide website tools for customers to access and evaluate cost and greenhouse gas emissions reduction from strategic electrification measures.
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| Outreach & Feedback |
- Expand education and energy literacy through multiple communication channels.
- Work directly with frontline communities to ensure programs and services are equitable and fully accessible.
- Track and report progress on emissions reduction through Net Zero Energy Roadmap updates.
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Distribution & System Operations |
- Invest in a distribution system to support electrification load increases while improving reliability, safety, and efficiency.
- Strengthen system operations through improved system redundancy, continued SCADA enhancements, restoration planning, and critical load restoration strategies during major disruptions.
- Ensure charging infrastructure is available for all Burlingtonians, prioritizing locations near affordable and rental housing, frontline communities, and small businesses in under-resourced areas.
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| Generation |
- Strengthen generation asset resiliency and reliability.
- Ensure adequate fuel supply for the McNeil Station.
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Invest in our People, Processes & Technology
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Workforce & Culture |
- Attract, develop, and retain a diverse workforce with the knowledge, skills, and ability to support BED’s Net Zero Energy vision and strategic objectives.
- Support internships, apprenticeships, and workforce partnerships.
- Maintain an organizational culture consistent with our key values.
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| Technology & Cybersecurity |
- Plan and invest in the technology infrastructure necessary to support BED’s mission, vision, and strategic priorities.
- Strengthen cybersecurity by investing in advanced technologies, improving threat response processes, and providing continuous staff training to protect infrastructure and customer data.
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| Process Improvement |
- Implement ARC audit recommendations to address regulatory engagement and process improvements.
- Develop and strengthen internal processes to ensure compliance, design and deliver innovative programs, maximize operational efficiency, and optimize data use for decision-making.
- Take steps to ensure reliable operations through staff succession planning and documented Standard Operating Procedures (SOPs).
- Efficiently and effectively manage the procurement of goods and services.
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Innovate to Reach Net Zero Energy
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Renewable Supply & Load Management |
- Ensure adequate renewable energy supply to meet BED’s load, prioritizing long-term and stably priced procurements.
- Advance battery storage and local renewable energy projects.
- Improve and expand automated demand response capability and implement appropriate end-use technologies to manage loads.
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| Building Efficiency & Decarbonization |
- Advance building decarbonization through weatherization partnerships, incentive programs, and City policies.
- Evolve efficiency programs to complement strategic electrification.
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| Fleet & Facilities |
- Continue fleet conversion to electric.
- Maintain, invest in, and use quality facilities to pilot and showcase Net Zero Energy technologies.
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Manage Finances and Support Affordability
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Affordability |
- Create financially responsible and sustainable budgets that promote affordability and reduce cost burdens for low-income customers.
- Increase Energy Assistance Program (EAP) enrollment for eligible customers.
- Increase the uptake of enhanced incentives specifically designed for income-qualified customers.
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| Financial Strength |
- Balance the need for stable rates, core infrastructure investments, and strong credit rating factors.
- Develop and maintain a sustainable capital financing plan to support electrification, renewable generation, and reliability.
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