Proposal for Services - Pedernales Electric Cooperative

Member Communication & Research

PREPARED FOR: Pedernales Electric Cooperative

Johnson City, TX

ISSUED: 07.27.2016 VALID TO: 03.01.2017

PROJECT SCOPE Overview Pedernales Electric Cooperative has indicated interest in marketing and communication support services to enhance understanding of the cooperative’s membership and expand member engagement.

Background Inside Information is a services company located in Smithville, MO. Founded 21 years ago and operated by former cooperative marketing professionals, Inside Information has provided services for more than 300 electric cooperatives in 33 states, working with clients to accumulate, enhance and use data to advance their strategic initiatives.

Execution and Deliverables Inside Information provides customized comprehensive services. As an extension of our client’s staff, Inside Information responds to project needs on demand. With our subscription service, clients are encouraged to take advantage of Inside Information’s assistance with member surveys, communication, data collection and reporting as much as possible to fully leverage our assistance.

Services can be grouped in the following four areas:

Design Inside Information assists with design on a number of levels including: 

Survey instruments and messaging



Digital forms and surveys



Relational database used to warehouse customer information



Dashboards for reporting as necessary

LOREM IPSUM DOLOR SIT AMET

Segmentation

A key in customer communication is targeting the right message to the right customer at the right time. Inside will work with PEC to evaluate current member and survey data, assemble the data into a database that can be used for targeted communication as well as analysis. Data used to populate the database will come from a number of sources including billing records and other in-house records, such as survey data, program participation, member involvement history etc.

Fulfillment Inside Information assists with fulfillment of member communication campaigns as well as surveys. Inside Information will work with PEC to: 

Maintain a current member database through regular updates and ongoing data entry



Conduct targeted campaigns on demand via mail and email such as:  Political grassroots communication  Program promotion including but not limited to:





Bank draft



Levelized billing



Energy efficiency education



Rebate promotion



Mobile application



Online billing



C&I programs and communication

Enhance PEC’s current member information system. One option is to append external data to provide PEC a new layer of analysis and understanding of the membership and allows for individual differentiation of members for specific targeted messaging. Data appended to the member file could include demographics such as age, presence of children; home information such as size, type and estimated value; as well as other variables such as political involvement, lifestyle behavior etc.

Commercial data is also available for business accounts and includes business contact name, sales volume, SIC and NAICS codes, number of employees and headquarters information.



Conduct ongoing surveys as directed. PEC has indicated the initial ongoing survey projects LOREM IPSUM DOLOR SIT AMET will include:  Tracking/follow up surveys (monthly via email/mail) can also be linked back to individual employee performance. Including but not limited to: 

CSR tracking



Outage satisfaction



New member survey



Service order satisfaction

 Full Member Survey (annually via mail, bill stuffer and digital)  Commercial and Industrial segmented satisfaction surveys  Member Satisfaction and Attitude Survey (biannual phone/digital 10-minute detailed survey of 300 members) PEC is not limited to the above ongoing survey projects and may consider other surveys such as annual meeting, market feasibility etc.

In addition, Inside Information offers PEC the opportunity to conduct two annual ACSI satisfaction surveys included in the subscription. The surveys would include the core ACSI questions with driver measurement attributes plus basic demographics (4-minute maximum survey) conducted digitally and by phone to 250 members with reports and trending. ACSI survey offering is based on PEC being a Touchstone member with access to ACSI services.

As part of a network of clients, PEC will have access to idea sharing and best practices from other professionals working in communication, marketing and research. This think tank approach leads to continuous process improvement and enhanced value.

Reporting Inside Information’s priority is to help our clients turn data into actionable information. As campaigns and surveys are conducted, Inside will track responses and provide reports to PEC as requested. Reporting can be produced in various formats including: 

Slide presentations



Summary reports



Crosstab analysis



Interactive dashboard



Data files – for instance lists of members requesting information about services

PROCESS

LOREM IPSUM DOLOR SIT AMET

Following is an outline of startup and implementation for Inside’s subscription service.

Inside will begin by executing a confidentiality agreement with PEC.

consult

plan

Initial discussions would involve assessing what PEC is currently doing in the areas of research and direct communication. Inside will also consult with PEC on strategic goals. Inside evaluates member data PEC currently maintains to determine what information might be utilized in populating a member database.

Working closely with PEC staff, Inside will create a plan for annual and ongoing surveys. The plan will be compiled into an annual work plan which will serve as a guide to PEC and Inside. The work plan is a valuble ongoing resource for budget and project tracking.

In addition, development of survey instruments begins as well as process planning.

Inside works with PEC to create a process for synchronization of member data. Once the database has been established, Inside is available to create targeted lists and carry out communication as directed by PEC.

launch

Once project outlines and timelines have been established, Inside begins ongoing surveying and member communication. In addition, Inside provides summary report of the data collected.

Inside also oversees data appending process should PEC choose to proceed and provides summary reports of the data. Data collected through surveys, outside data append, member forms etc. populates the database and is available for use as needed.

Inside continually works with PEC staff to evaluate process and

review & expand

deliverables. Reports can be changed and updated and additional

data uses expanded as needed.

BUDGET & SERVICES OPTIONS LOREM IPSUM DOLOR SIT AMET Inside Information provides the following budget information for consideration.

Subscription Option Includes Full Services Listed Above Annual Subscription Printing, postage, special programming, data append not included

$ .75 per meter / year

All Member Survey (Included in Subscription Option) Digital & Print Survey $ 3,500 $1.25 per response

Design, Administration & Reporting Processing & Fulfillment *Printing and postage not included

Member Satisfaction Survey (Included in Subscription Option) Digital & Phone Design, Administration & Reporting (Maximum of 10-minute survey call, 300 total completions)

$ 8,950

ACSI Survey with Demographics (Included in Subscription Option) Digital & Phone Design, Administration & Reporting (Maximum of 4-minute survey call, 250 total completions, includes demographic questions)

$ 4,500 per survey

Website Design and Hosting Redesign* Website hosting / maintenance – without subscription (included w/subscription) *Cost may vary based on specific functionality

$ 10,000 $ 750 per month

Other Expenses / Options Survey printing & postage (may vary – estimate only - return postage @$.65/each) Pre-survey postcards – includes printing, postage to random survey list ($2,200 for South Data append – (may vary – estimate only) Central) On-site presentations (not including travel) – with subscription On-site presentations (not including travel) – without subscription Travel expenses for any on-site meetings

$ .75 / piece $ 950 per survey project $55,000 Included $1,000 As needed

LOREM IPSUM DOLOR SIT AMET FROM OUR CLIENTS

MEL COLEMAN

STANLEY YOUNG

CEO North Arkansas Electric President NRECA

“The surveys Inside Information conducts are insightful, and the detailed reports help us create an actionable plan.”

TONYA SEXTON

Director of Marketing Lake Region Electric Cooperative

VP Marketing & Communications First Electric Cooperative

“We get the right message to the

“Inside Information always goes

right members and are able to

above and beyond to meet our

track our campaign success using

needs.”

Inside Information’s services, which helps us be even more effective.”

REFERENCES Inside Information has conducted similar projects for the following clients.

BRET CURRY

KATHY TAYLOR

MIKE MAJORS

Marketing Manager Arkansas Electric Cooperatives Little Rock, AR Bret.Curry@aecc.com

VP-Corporate Relations Corn Belt Power Cooperative Humboldt, IA kathy.taylor@cbpower.coop

Marketing Manager PowerSouth Energy Andalusia, AL mike.majors@powersouth.com

ACCEPTANCELOREM OFIPSUM PROPOSAL DOLOR SIT AMET Pedernales Electric Cooperative acknowledges the terms and conditions of the attached proposal of work, and hereby gives approval to begin the services marked below as described in the attached Member Communication and Research proposal.

 Subscription Option  Website Design and Hosting Or

 Member Survey  Member Satisfaction Survey  ACSI with Demographics Proposal date: 07.27.2016

Julie Elliott Name

Name

President Title

Title

Signature

Signature

July 27, 2016 Date

Date

AUTHORIZATION Please email acceptance to: info@inside-info.com

PAYMENT DETAILS Inside will invoice PEC quarterly for services provided.

ABOUT US

WHO ARE WE? We believe that accessing, understanding and using information is key in every organization.

Our goal is to help our clients turn data into intelligence and intelligence into action.

Formed in 1995, Inside Information has

Inside Information is uniquely qualified to help

provided consumer data collection and

clients with research and communication

database marketing services for more than 300

projects.

cooperatives in 33 states.

Customer Communication

Research

Data Connection

A Few Words to Describe Us 

Responsive – always available and keen on meeting deadlines



Creative – constantly exploring fresh ideas



Flexible – providing customized solutions to meet each client’s needs

OUR TEAM

Keith Kaderly

Julie Elliott

David Baldwin

Principal

President

Baldwin Associates

Keith Kaderly, Inside Information,

Julie Elliott, Inside Information, Inc.,

David Baldwin, Baldwin/Associates,

Inc., Fayetteville, AR. Since 2015,

Kansas City, MO. Since 1995,

Springfield, MO. Since 1995, Principal

Principal at Inside Information,

President of Inside Information,

of Baldwin/Associates, providing

responsible for business

responsible for the development and

consulting services in strategic

development, marketing,

administration of customer research,

marketing planning, consumer

management and implementation of

database marketing, Internet

research, Internet and database direct

client solutions.

services, and employee surveying for

marketing and employee surveying.

utility clients. Inside Information has

Responsible for project coordination

More than 18 years’ experience in

provided consumer research and

and account service.

marketing management at an Arkansas electric cooperative, with extensive experience in marketing,

database marketing programs for more than 300 utilities in 33 states.

Ten years as director of marketing at two wholesale generation and

communication, advertising, social

Ten years’ marketing experience at

transmission electric cooperatives,

and digital media, mobile

two electric cooperatives in Missouri,

responsible for the management,

applications and Key Account

responsible for marketing, research

development and implementation of

programs. B.S.B.A. in Marketing from

and customer database development

cooperative marketing programs.

the University of Arkansas,

and implementation. Presenter at

Presenter at co-op national and

co-op national marketing

regional conferences. B.S. degrees in

Fayetteville, AR. Certified NRECA Key Account Executive, also certified Energy Auditor including residential lighting and thermography.

conferences. B.S. degree from the University of Missouri School of Journalism, Columbia, MO.

Business Management and in Organizational Communications from Missouri State University, Springfield, MO.

PROVIDING RESEARCH, COMMUNICATION & MARKETING SERVICES SURVEYS End Use/Appliance Saturation • Employee • Member Satisfaction • Customer Service Tracking Publication Readership • ACSI • Commercial Accounts • Transactional/Follow Up COMMUNICATION Website Design / Management • Mass Mailings • Member Promotional Campaigns • Grassroots Initiatives • Key Accounts Engagement PROGRAMS & DATA MANAGEMENT Energy Efficiency Data and Reporting • Rebate Program Online Systems • Safety Training Information Systems • Member Database Management