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, listen to and hear their needs, and incorporate their input into program design

Strengthen Reliability

Update 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, Winooski One, Gas Turbine, and the Distribution System

Take steps to ensure reliable operations through 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

Work with the Director of Racial Equity, Inclusion, & Belonging, Human Resources, Change the Story, and other partners to 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, improve 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

Innovate to Reach Net Zero Energy

Advance district energy, microgrid projects, and customer- or community-based renewable energy production

Improve automated demand response capability and implement appropriate end-use technologies to manage loads

Develop dynamic and creative rates to achieve Net Zero Energy goal

Track, monitor, and report progress toward achieving Net Zero Energy through the Performance Measures Report and other means

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

Launch electrification programs for cooking, additional lawn equipment, and snow removal

Actively participate in City policy processes aimed at reducing greenhouse gas emissions in the building sector

Build and maximize use of partnerships that provide unique value and opportunities to make progress toward Net Zero Energy at a more rapid rate and greater scale

Maintain and invest in quality facilities and use 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

Ensure timely and diligent compliance with risk, safety, environmental, and other legal and regulatory standards

Efficiently and effectively manage procurement of goods and services

Enhance cybersecurity capabilities