Leveraging technology for exceptional service
by General Manager Steve Stroshane and Technology Manager Matt Kurtzhals
In today's fast-paced world, technology is the backbone of delivering exceptional service to our members. Gone are the days when a business office revolved around a phone and a copy machine. At Polk-Burnett Electric Cooperative, we use the latest technology to ensure that our members receive extraordinary service and reliable power.
All total, Polk-Burnett uses technology to support 40 critical functions 
across our business. This month, we’d like to highlight three areas where technology makes our work more efficient and effective.
In the office, the evolution of member services
Today, we use computerized business systems for accounting, budgeting and paying bills; tracking inventory materials and supplies, and managing member account and billing information.
When Polk-Burnett was founded in 1938, member account information was meticulously recorded in ledger books by hand. Fast forward to the present, and our member information system is fully computerized, allowing us to provide convenient service through our website, email, phone and SmartHub app.
Members can easily pay bills, update account information, report power outages and monitor electricity use down to the 15-minute interval — all from your computer or smartphone — 24 hours a day, 365 days per year!
At your location, advanced meter technology
Beyond office technology, our cooperative employs sophisticated hardware and software to maintain a reliable power distribution system. From substations to the meters on your home, technology enables us to efficiently manage our local electric grid.
One innovation that improves reliability in your home is advanced metering infrastructure (AMI). Modern meters transmit and receive data for secure two-way communication between our office and your meter. In the event of an outage, AMI meters can pinpoint an outage location, so crews can restore power more quickly and cost-effectively. We have responded to winter outages, preventing homes from freezing up, and loose meter socket connections, preventing fires! In addition, you can see your energy use on SmartHub, giving you information to save energy and money.
In the field, streamlining operations and outage response
Our operations team uses technology to enhance outage restoration and fieldwork efficiency. In the past, lineworkers relied on paper maps; today, they carry iPads equipped with electronic mapping tools. This allows for precise locating and efficient workflow management.
With the latest technology, our operations team can predict outages and reroute power, ensuring quick outage responses and minimal power disruptions.
Empowering our workforce
Behind our technology are dedicated local employees. At Polk-Burnett, we aim to have the most knowledgeable, well-trained and technology-efficient workforce in the state.
Our technology department manages computer networks, servers and system updates, ensuring optimal performance. They are also responsible for cyber-security, employing firewalls, antivirus software and two-factor authentication to safeguard our network and member information.
Three critical charges for our technology team and all Polk-Burnett employees are:
1. Data confidentiality, protecting personal information.
2. Data integrity, making sure data is accurate for billing and making good business decisions.
3. System reliability, ensuring the flow of power and communication from the substation through power lines to your meter.
Technology's role in our energy future
As we look to the future, technology will continue to play a vital role at our cooperative. Artificial intelligence and grid analytics offer exciting possibilities for improving reliability and smart integration of renewable and next generation energy sources.
We are committed to embracing these advancements and being the most technologically equipped electric co-op in Wisconsin, with highly skilled employees who efficiently and effectively use technology. Why? To fulfill our promise of delivering reliable power and extraordinary service to you, our members and community.
Technology allows us to see and diagnose outages before trucks roll
Co-op lineworkers and our operations team can see if your meter has power from our office computers and iPads. We can also assess when and where power is out across 3,500 miles of power lines. If you report an outage, but we see that your meter has power, we will try to call you to let you know that the outage is on your side of the meter, either in your electrical panel or wiring. Always check your breakers before reporting an outage. This saves money for you and the co-op! Member is charged if outage is on your side.
