May 2024 Editorial: Paul Matthys

Paul Matthys, president/CEO Cass County Electric Cooperative

When I started working for the electric cooperative around 23 years ago, it didn't take me long to learn member service was a high priority. I grew up on a farm and worked in the service industry as an electrician before working for Cass County Electric Cooperative (CCEC), so I understood the concept of bringing high-level service to customers or, in CCEC's case, our members.

Knowing the expectation was to provide top-shelf member service, I then learned what services we needed to provide based on the demands and expectations of our members. In my early years at CCEC, being local and having an employee available for members to visit with when they called or stopped in was very important. Keeping the power on and sending linemen out into the elements to restore power was also very high on the list. Along with keeping the lights on, we focused on helping members to use energy wisely. We spent many hours working with builders, contractors, and homeowners on how to build a more efficient home or business. We educated them on energy-efficient appliances, lighting, and heating/cooling systems.

Getting out of the office, visiting members' homes, and visiting with them about home improvements that would reduce their energy costs was a lot of fun. Meeting good people, seeing what they were interested in, and sometimes not being able to say no to a cup of coffee or a cookie were all parts of the job I enjoyed. So, I figured it out: Member service was helping members understand energy and how to conserve, educating on energy efficiency, listening, and being there when they needed us.

As I write this article, I realize that times have changed and continue to change faster than ever during my time at the cooperative. Member service and keeping the lights on are still extremely important, but our role as cooperative employees has changed. The reason for this is simple: The needs and expectations of our members have changed.

Big data, smart meters, online services, smart devices, social media, and savvy consumers are a few components that drive change. The days of a business being open or available from 8-5 are a thing of the past. You can manage your electric account 24 hours daily via SmartHub (an online paltform and the Cass County Electric mobile app). You can view your cooperative's programs and services online and comment or interact via social media whenever you want, no matter the time of day or year.

So, what is the role of your electric cooperative? Providing members with flexibility and more control over their electricity costs. Last year, your board of directors approved a time-of-day (TOD) rate, which was implemented. The TOD rate works well for members who have electric vehicless or want to save on energy costs by not using energy during times of higher demand. We ensure that our online services and programs include the most recent and accurate information, including energy efficiency and conservation advice. We promote using paperless billing, pre-pay, and an online app, SmartHub, to manage your electric account. We monitor current and proposed future industry regulations to ensure the choices being made by our political leaders have the best interests of our members in mind. We strive and do our very best to keep the power on 100% of the time through system upgrades, technology, system maintenance, and improvements. We communicate with our members through Highline Notes, newsletters, social media, digitally, and our website. Getting out and meeting with members and working to meet their needs in person is something we still hang our hats on.

CCEC has been in the conservation business for 86 years and will continue to do so for many years. We will continue to listen to our members and do our best to meet your expectations and needs; after all, it is your electric cooperative.