Performance Measures Report
Burlington Electric Department presents an annual Performance Measures Report (PMR) that shows key metrics for customer care, safety, reliability and generation, renewable energy, rates and bills, energy efficiency, and Net Zero Energy.
Burlington Electric Department
2022–23 Strategic Direction
Mission
To serve the energy needs of our customers in a safe, reliable, affordable, sustainable, and socially responsible manner.
Values
Safety, Reliability, Community, Innovation
2030 Vision
Make Burlington a Net Zero Energy city by eliminating fossil fuel usage across the electric, thermal, and ground transportation sectors by strategically electrifying, managing demand, realizing efficiency gains, and expanding local renewable generation while increasing system resilience.
Strategic Objectives
Engage Customers and Community
Focus on customer first-call resolution to provide exceptional customer care
Better educate and engage customers on our Net Zero Energy vision through all communications channels, with a focus on web and social media
Ensure all programs are equitable and accessible, with a priority given to low-to-moderate income, rental, Black, Indigenous, and People of Color (BIPOC), immigrant, and refugee populations
Evolve energy efficiency programs to drive deeper greenhouse gas emissions reductions, complement strategic electrification efforts, help manage peak demand, and improve community resilience and environmental health
Proactively seek customer input, including through new community ambassador program, and listen to and hear their needs and incorporate their input into program design
Provide website tools so that customers can evaluate both cost and carbon savings from heat pump technology installations
Strengthen Reliability
Maintain five-year Distribution System and Generation construction plans to accommodate potential load increases due to the Net Zero Energy goals, and design and construct projects to continue to improve safety, reliability, and efficiency
Continue to follow maintenance plans for McNeil Generating Station, Winooski One Hydro, Gas Turbine, and the Distribution System
Take steps to ensure reliable operations through staff succession planning
Ensure consistent fuel supply availability at McNeil based on annual operational strategy and procurement procedures
Implement Outage Management System (OMS) and grid analytics to improve response to system outages, system reliability, and efficiency
Invest in Our People, Processes, and Technology
Attract, develop, and retain a diverse workforce with the knowledge, skills, and ability to support BED’s Net Zero vision and strategic objectives
Develop a culture of integrity, safety, inclusion, innovation, teamwork, and continuous learning and improvement
Continually improve internal processes to design and deliver innovative programs and services, maximize operational efficiency and effectiveness, and optimize use of data to inform decision-making
Plan and invest in the technology infrastructure necessary to support BED’s mission, vision, and strategic priorities, including multi-year replacement of core business systems
Implement remote work flexibility, as permitted under City policy, to lead by example in reducing vehicle miles traveled and emissions
Innovate to Reach Net Zero Energy
Advance district energy, battery storage projects, and local renewable energy production including customer-owned and community-based projects
Improve and expand automated demand response capability, with focus on EV charging and thermal, and implement appropriate end-use technologies to manage loads
Advance additional dynamic and creative rates to achieve Net Zero Energy goal
Continue to track and report to the community on progress toward the Net Zero Energy Roadmap goal
Provide clean and affordable transportation fuel through renewable electricity, and invest in and encourage use of the necessary infrastructure to serve customers across all modes of transportation, including electric bikes, electric vehicles, and electric transit buses
Actively participate in City policy processes aimed at reducing greenhouse gas emissions in the ground transportation and building sectors
Build and maximize use of partnerships that provide unique value and opportunities to make progress toward Net Zero Energy at a more rapid pace and greater scale
Maintain and invest in quality facilities and use them to pilot and showcase new technologies that advance Net Zero Energy
Manage Budget and Risks Responsibly
Create financially responsible and sustainable budgets that balance the need for stable rates, investment in core infrastructure, and strong credit rating factors
Develop and maintain a sustainable debt financing plan for Net Zero Energy to support electrification while mitigating upward rate pressure
Ensure timely and diligent compliance with risk, safety, environmental, and other legal and regulatory standards
Efficiently and effectively manage procurement of goods and services
Mitigate cybersecurity risk through awareness, assessment, policy, and best practices