Customer Care:

TMLP is focused on its mission to protect the environment and the health and safety of customers and staff. During the year, TMLP was involved in several projects that are important to meeting our customer needs. This included the decommissioning of Station 13 and the upgrade of Station 3 Oak Street, Taunton, and the demolition and remediation of the West Water Street generating station. The West Water Street facility was once home to generation units 2 through 7, the station produced much of TMLP's power, beginning in the early 1900s through the late 1970s.

TMLP continually monitors, trains staff and updates its policies and procedures to assure compliance with the environmental regulations and ensuring the safety of TMLP staff and customers.

Customer Service:

More than 36,000 customers rely on TMLP for their electricity, with several thousands of those customers using TMLP as their Internet provider. TMLP customers can rest assured that their electricity and internet service provider will meet their needs - and exceed their expectations - well into the future. They can bank on that because TMLP customers have a stake in the future. As a public power utility, TMLP is customer-owned ... TMLP customers are not only rate-payers, they're the owners.

Customer Care staff provide a myriad of services to TMLP customers, not only helping to establish new service, discontinue service to those who leave the service territory, and provide information about payment options, they also play a major role in helping customers save money and valuable resources by providing information about programs like the Appliance Rebate Program and energy audit opportunities. During the past year, TMLP reimbursed $43,800 to 770 customers through its Appliance Rebate program, while 213 customers participated in the energy audit program at a total customer savings of $58,551.

TMLP continues to exceed its ongoing customer service mission --- to be a trusted resource who provides value and meets customers' needs and expectations.

Accounting:

The Accounting Department not only addresses TMLP's immediate financial needs, the staff addresses the future needs of the utility, including rates, capital improvement projects, and other projects associated with the day-to-day operations. Ever mindful of the TMLP strategic plan initiative to have sustainable and healthy retained earnings to afford reinvestment into the infrastructure and the community, TMLP recorded an increase in net income of $1.8 million over 2011. There was a reduction in total operation expenses of $ 5.8 million.

Planning continued for the funding of the major overhaul of Unit # 9 scheduled for 2013. Funding reserves were maintained for this project and other major projects scheduled in the future as part of the strategic plan.

Public Communications:

TMLP's Public Communications effectively communicates TMLP's message to the ratepayers and the general public through various outlets, including the website. During the past year, the department was instrumental in the redesign of the website as well as the launch of the TMLP's mobile site. The department also coordinates and monitors TMLP's charitable giving opportunities and commitments.

"No act of kindness, no matter how small, is ever wasted"
--Aesop

The past year was filled with many acts of kindness on the part of TMLP staff, many of whom continued to volunteer their time and talents to a host of community and civic organizations, as well as organize and participate in events to raise money for local and national causes, and/or serve as board members, mentors and coaches for organizations and activities in the cities and towns in the service area. In addition, TMLP staff support local youth sports teams, cultural activities and town activities throughout the year.

TMLP also supports community organizations and activities by lighting local fields. During the past year, TMLP staff placed banners for 12 local organizations.

TMLP employees supported the following activities in 2012:

• Operation Christmas - $ 7,224.50 raised through dress-down days, as well as a raffle and auction.
• St Vincent DePaul's TMLP Energy Fund - $ 2,915.00 raised through dress-down days.
• United Way - $13,963.60 raised through weekly and one-time donations, as well as build a burger, build a community campaigns.
• Autism Awareness BBQ - raised $2,020
• Walk to End Alzheimer's - raised $730
• Jolly Jaunt - raised $1,800 for the Special Olympics
• Taunton Animal Shelter - raised $600

TMLP employees participate in a variety of community activities including mentoring, Junior Achievement and Read Across America.

Purchasing:

The Purchasing Department was involved in three major construction projects during 2012. These projects were the result of several years of planning to make improvements to the physical plant facility infrastructure, including new roofing at 55 Weir Street and Cleary-Flood Station, as well as exterior building envelope repairs at the West Water Street facility. Each project utilized best business practices, and Purchasing worked with all affected TMLP departments to secure competitive bids for these major projects.