WATT’S UP SUWANNEE VALLEY ELECTRIC COOPERATIVE EMPLOYEE AND RETIREE NEWSLETTER | WINTER 2019
from the ceo Thank you for making 2018 a success 2019 has already been very busy, and because of that, it seems like 2018 was a long time ago. Before we leave last year behind us, though, I think it’s important to stop and acknowledge achievements we made with regard to our five core values — Safety, Member Experience, Outreach to Community, Reliability and Economic Viability (SMORE). We’ve highlighted just a few of those achievements in this edition of Watt’s Up. I hope that as you read about them, you’ll take pride in the important role you played in their accomplishment. 2018 was also a very active year in terms of significant events in the lives of our employees. Among them were births, marriages, retirements, and personal and professional achievements. I hope you’ve enjoyed reading about them as much as I have. I look forward to celebrating more events of this nature in 2019, beginning in the following pages. Whether it’s staying safe for your loved ones, taking calls, reaching out to our communities, working to keep the electricity flowing, or responsibly See CEO, Page 4
SMORE
Safety Member Experience Outreach to Community Reliability Economic Viability
SAFETY
2018 Recap • 1,539 consecutive days -OR- 730,973 man-hours with only one lost-time injury as of Dec. 31, 2018. (Current streak without a lost-time injury is 311 days.) • 850,437 miles driven with ZERO accidents -OR- about 38 times around the world. 2019 Safety Improvement Plan — Goals we want to achieve this year
PACE
• P = Perform my job SAFELY. • A = Account for my actions and my co-workers. • C = Commit to speak-up, listen-up. (What does speak-up, listen-up mean, how do I speak up?) • E = Engage in my responsibilities, focus on the task at hand. • Other — Remember the little things; they matter. • Eliminate all vehicle incidents. • Eliminate liability claims that are incurred by employees.
You can’t fix stupid Watch video
MEMBER EXPERIENCE
2018 Recap • 20,939 calls taken by member service reps • 481 new service connections completed • 218,000 electronic bill payments made • New drive-thru kiosk installed The magic is in the details by John Formica Do you ever look at your business or workplace from the eyes of your customers? Each year, I perform dozens of customer experience evaluations for my clients in all types of businesses and organizations with the objective of pretending to be a visitor or customer. Continued on next page