April 2013 - Volume 13 - Xcel Energy

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TABLE OF CONTENTS Cover story page 6 FEATURES Business Solutions Center 4 A new approach to promoting, selling and implementing demand-side-management initiatives has produced dramatic results for Xcel Energy. Texas Storm 8 A massive winter storm bearing strong winds, ice and snow paralyzed portions of Xcel Energy’s New Mexico and Texas service area last month. Power Pioneer 16 Energy for one Prairie Island employee’s home is supplied completely by renewable energy, and his primary vehicle is electric. Making Connections 10 Xcel Energy’s small staff in Washington, D.C., plays a role in helping shape policy for the company’s customers and shareholders. Prairie Island 6 New steam generators for Prairie Island are making a long journey to the plant. House Hearing 14 Ben Fowke, chairman, president and CEO, addressed the U.S. House Subcommittee on Energy and Power on March 5. People 18 The most recent Friends We’ll Miss and Retirement announcements. On the Cover New steam generators for Prairie Island Nuclear Generating Station’s Unit Two are making a long voyage across the Atlantic Ocean and up the Mississippi River to the plant near Red Wing, Minn. Here, the new generators are being moved from an oceangoing vessel to a barge for the journey from New Orleans to Minnesota. For more information, please see story on page 10.
LETTERS TO THE EDITOR “A wonderful story about one of your customer service agents’ Dear Xcel Energy: Please allow me to tell you a wonderful story about one of your customer service agents at the Customer Contact Center in Amarillo, Texas – Jan Burchfield. During a recent evening, my 91-year-old mother was on the phone with Jan. Knowing Mom, I assume she was trying to get some help in understanding her gas and electric bill. During their conversation, Mom said she needed to stop so she could go take a pill. (Mom had heart palpitations that could be eased by medication.) Jan said she would hold on. When Mom came back on the line, she started to mumble, and Jan asked her if she was OK. Mom said, “No, I’m not.” The next thing Jan heard through her earpiece was what she believed to be the phone falling on the floor. Jan stayed on the line, and when she did not get a reply and fearing something was wrong, called 911 in St. Paul, Minn. Emergency responders were at Mom’s house in five minutes, but were unable to revive her. When I arrived, the policeman at the scene told me this incredible story. On his way out, the policeman said he needed to call Jan back as she had requested. He said she was very distraught. The police also provided me with her name and a phone number. I wanted to personally thank her. The next day I tried to call Jan, but was unable to connect with her. I did manage to connect with another customer service agent who said she would forward my name and information to Jan’s supervisor to review my request. Later in the day, I received a call from Jan. She was still very shaken about the event. Hopefully I convinced her that there was absolutely nothing more that she could have done, and that I was extremely grateful for her actions. Having worked for CenterPoint Energy in Minneapolis for 10 years as a marketing guy, I know how important people in the call centers are to the success of the business. Jan’s actions went over and above anything I have ever heard from a customer service agent. I hope you can find someway to publicly recognize her. Please send my sincere appreciation and deep respect to Jan for her remarkable actions. I am exceedingly grateful and will be forever indebted. –David Prudhomme PHOTO OP Bay Front Sunset Robert Rye, attendant at Bay Front Generating Station in Ashland, Wis., was giving a tour of the plant when he became the subject of a couple of photos. Here, the sun is setting over Chequamegon Bay, Lake Superior, as Rye shows the visitor and photographer the view. The photographer is Gary Jackson, a family friend of Rye’s from Ironwood, Mich. Editor’s Note: “Photo Op” is a standing feature in Xtra. Each issue, a photo submitted by a reader or produced by a member of Public Policy and External Affairs will be published. Please submit high-resolution digital photos to the editor at the e-mail address listed on the back page of this publication. By submitting images for “Photo Op,” employees give Xtra permission to run the photos.
Page 1: XTRA VOLUME 13 • ISSUE 7 • APRI
Page 5 and 6: “We have a full-time, dedicated s
Page 7 and 8: Loading The components that make up
Page 9 and 10: NEWS BRIEFS Xcel Energy donates to
Page 11 and 12: onmental Policy and Services. The t
Page 13 and 14: • Tax Policy - A major issue that
Page 15 and 16: also is in the process of extending
Page 17 and 18: thing that makes economic sense ove
Page 19 and 20: PEOPLE John Ridlon (johnrdln@yahoo.

April 2013 - Volume 13 - Xcel Energy

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