1. Residential Customer Engagement: Experience from the Field Smart Grid Research Consortium Conference Residential Customer Engagement: Experience from the Field Smart Grid Research Consortium Conference October 20, 2011

2. 2 “We Enhance Quality of Life” BEC Mission Statement

3. Members – 22,783 Meters – 31,890 Miles of distribution line – 4,434 Miles of transmission line- 104 Serve 7 Counties: Bandera, Bexar, Kendall, Kerr, Medina, Real and Uvalde 3 BEC Background Information

4. Internal Behavioral Indices 4 Foundation and Strategically placed initiatives Improve employee and member satisfaction by providing timely and accurate information; and Improve the performance and accountability of every employee in the organization to ensure that members are actively engaged with the mission

5. 5 BEC Strategic Objectives Safety Human Resources Technology Power Supply/Business Opportunities Organizational Performance

6. Safety Everywhere Everyone Every time Safety Culture; 100%Buy In from Everyone 596,600 hours with No Lost Time Accident Members’ positive comments 2011Annual Meeting RESAP Rural Electric Safety Achievement Program Lineman’s Rodeo placement in Texas and International Competition 6

7. Human Resources Bandera Advisory Team- We will remain an industry leader through a culture of accountability, and by recruiting and retaining talented employees. To that end, Bandera Electric Cooperative is committed to providing a reasonable, competitive, sustainable and balanced total compensation package for all stakeholders. Improve employee benefits/focus member Growth, innovation, member satisfaction, operating performance, quality employee satisfaction, and stable performance over time 7

8. Technology Social Media works! Right Answer, Right Away smartWATCH -alerts growth activity Mobile Work Force PrePay launch Rebates 8

9. Power Supply and Business Opportunities Power Supply Contract signed Interest of One Stop Shop of 24/7 service thru Electricians, Plumbers and HVAC contractors Engineering Turn Key URD Introduction of new products—Energy Efficiency store, Generlink, “Together We Save” 9

10. Business Opportunities Commitment to go Paperless Streamline processes to match new technology Active role with Member Advocacy Committee 10

11. EMPOWERING THE MEMBERS Engaging the Members? 11

12. Culture of Entitlement

13. Culture of Accountability

14. Culture of Commitment

15. Questions