CEO’s Report: Strengthening partnerships

Customer Connections Committee facilitates dialogue, feedback, and collaboration with Heartland

Heartland Energy’s Customer Connections Committee recently welcomed two new members after the election held at our Annual Meeting.

The committee was created in 2011 to offer a direct line of communication between Heartland staff and customers.

While Heartland staff regularly visit customers and discuss issues and concerns, this provides a more formal channel.

The committee plays an important role in strengthening partnerships by ensuring customers’ voices are heard.

How is the committee structured?

The committee consists of representatives of customers with long-term power sales agreements with Heartland. Only one representative from a customer community may serve on the committee at a time.

The committee can have up to nine members, but not fewer than five. Members are elected to serve three-year terms with no more than three positions expiring each year.

Elections are held at the Annual Meeting. Nominations are sought in advance of the meeting for the three expiring positions as well as any other open positions.

Any representative of an eligible customer may be nominated. Roles on the committee have ranged from city administrators to council members to lineworkers.

Heartland appreciates the perspective each role brings to the committee. It provides for a diverse discussion on various topics. It allows for a comprehensive view of the electric utility and how Heartland can help in making each one successful.

What is the function of the committee?

Heartland Energy is governed by a board of directors with members elected on a non-partisan basis. The company’s by-laws outline the areas of the district and subdivisions from which directors are elected.

Some Heartland customers elected to be annexed into the district. While the board of directors acts in the best interests of the customers, not all customers are represented on the board.

The committee provides a means for customers to actively participate. Meetings facilitate the exchange of questions, concerns and feedback.

Heartland often utilizes the committee to present ideas. Before rolling out a new program to the entire customer base, Heartland will often ask the committee’s opinions to ensure the program fits customer needs.

Committee members also use the meetings to ask questions of each other. It offers a network of individuals with similar challenges and opportunities.

Who is on the committee?

The group aims to meet at least quarterly, or in conjunction with Heartland events. Heartland staff participate in meetings as needed.

Current members of the Customer Connections Committee include:

• Michael Plooster, Utilities Director, Madison, SD
• Matt Jaquet, council member, Volga, SD
• Dan Rolfes, City Administrator, Akron, IA
• Adam Jans, Finance Officer/Administrator, Parker, SD
• Sean Kramer, Utility Manager, Langford, SD
• Paul Kosel, Technology Specialist, Groton, SD
• Kyle Hills, Light & Power Division Supervisor, Sioux Falls, SD
• Derek Nelson, Energy Services Representative, New Ulm, MN
• Dustin Graham, Utilities Superintendent, Miller, SD

Customer service will always be a top priority of Heartland’s. The Customer Connections Committee is just one avenue to ensure we are providing the best service possible and serving as a true community partner.