Accountability


Linemen

As a state-owned utility, Santee Cooper is accountable to its customers and the people of South Carolina. That means more than delivering low-priced, reliable electricity and water. It also means delivering excellent customer service, putting safety first, valuing a diverse workforce and providing an inclusive work culture where all employees are supported. Additionally, accountability means conducting the public’s business transparently.

We are investing in reliability. Santee Cooper ranks 1st in grid reliability among South Carolina utilities, 3rd among U.S midsize utilities, and 4th among 534 investor-owned utilities and cooperatives across the U.S in 2020. We have received the American Public Power Association’s RP3 Award (for reliability) each time it has been offered. We invest each year in maintaining our grid to most effectively power South Carolina’s progress.

We are expanding our culture of customer service. Santee Cooper has a long history of prioritizing the customer experience, and retail customers give Santee Cooper high marks in customer satisfaction, with ratings consistently above 90% in independent third-party surveys. Early in 2020 we created the company’s first Chief Customer Officer position, and our CCO is focused on opportunities to do even better, so we can deliver unparalleled service.

We are putting safety first. Not only are we delivering for customers, we are protecting our hardworking employees as well. Santee Cooper has ranked 1st in American Public Power Association’s Safety Award for Excellence for large utilities in three of the last four years, and 2018 and 2019 marked our two lowest recordable incident rates in Santee Cooper history.

We are committed to supporting a diverse workforce. Santee Cooper has consistently ranked at the top of large state agencies when it comes to achieving diverse workforce goals, as measured by the South Carolina Human Affairs Commission. We recognize the value of diversity and inclusion and continue to look for opportunities to grow and improve in these areas.

We are protecting the environment. Santee Cooper introduced renewable energy to South Carolina electric customers in 2001, and we’ve offered energy efficiency programs and support since the 1970s. We can do more, and we are. From digging out our ash ponds (and helping recycle the ash) to replacing coal units with a significant amount of new solar power, we are growing our role as environmental steward.

We are increasing transparency and strengthening governance. We embrace the opportunity given by the 2020 General Assembly to regularly update the Office of Regulatory Staff on progress related to transforming our power supply, reducing debt, improving our financial position and other matters. You can find those monthly updates here. We are also providing more detail on work progress during our public Board of Directors meetings and increasing our communications to customers, and detailing progress on this website.

ORS reviews Santee Cooper May activity

(August 3, 2020) The Office of Regulatory Staff has reviewed Santee Cooper’s report for May activity that falls under Act 135 (Section 11), and determined that Santee Cooper did not take action that violated Section 11 terms. You can view the full report here on the ORS website.

Grainger Plant Site
Ash is gone, wetlands are being restored

(July 15, 2020) After six years spent excavating and recycling coal ash from two storage ponds at the former Grainger Generating Station in Conway, Santee Cooper has breached the dike on the second pond and is restoring both reservoirs to natural wetlands.

The wetlands are being planted and will take shape over the next ten years, with a mixture of native species like bald cypress, swamp tupelo, red maple and a variety of oaks. Planting is expected to be complete in 2021.

Santee Cooper diligently maintained the integrity of the excavation site and recovered 1.7 million tons of ash, with 78% being recycled by the cement market. Santee Cooper also removed a bottom layer of soil from the ponds, totaling 469,263 tons, with 83% of that soil beneficially used as daily cover at neighboring landfills. Read more. Watch the Video.

Commercial Customers Satisfaction at 96%

(June 19, 2020) Santee Cooper Commercial Customers continue to be “quite satisfied,” with 96% of respondents in a recent, third-party survey indicating overall satisfaction and two-thirds saying they are very satisfied.

Satisfaction with Santee Cooper is particularly high when it comes to operational and customer service issues, including: restoring power as quickly as possible after an interruption (99.7%), keeping power outages to a minimum (99.1%), quality of electric power provided (98.8%),  responding quickly to customer questions and problems (97.5%), and making it easy to do business (95.7%). Read the full survey topline.

Industrial Customers 100% satisfied, survey shows

(June 16, 2020) Santee Cooper Industrial Customers who responded to a recent independent, third-party survey are 100% satisfied overall, with two out of three indicating they are "very satisfied."

Other measures at 100% satisfaction include restoring power as quickly as possible after an outage, quality of electric power, responsiveness to questions and issues, general customer service, technical expertise, listening to your needs, keeping power outages to a minimum, and communications.

Comments indicate many industrial customers feel Santee Cooper is going above and beyond to keep industrial customers happy. Read the full survey topline.

Diversity and Inclusion Updates

(June 4, 2020) We are committed to a workplace that embraces fairness and inclusion - a place where employees appreciate and respect each other as individuals while coming together to accomplish a common goal to be the state’s leading resource to improve the lives of all South Carolinians. 

Santee Cooper conducts diversity and inclusion training for its existing staff and recruits intentionally to attract new employees from diverse backgrounds. The South Carolina Human Affairs Commission measures state agency performance in achieving a diverse workforce annually, and Santee Cooper is consistently one of the top agencies in goal achievement – and often #1 among large state agencies. 

We have also significantly improved diversity among our executive team, which is comprised of direct reports to the CEO and their management reports. The representation of people of color in this group has grown from less than 3% five years ago to 20% today, even as the size of the executive group overall has declined by 15%.

We seek to do even better. In June, President and CEO Mark Bonsall formed an initial team of employees to explore opportunities to enhance dialogue and a culture of equity and inclusion in our workplace. This will be a continuous journey of change and adaptation reflecting one of Santee Cooper’s core values: respect.

Santee Cooper also has contracted with Juan Johnson, designer and facilitator of the Riley Institute’s Diversity Leaders Initiative at Furman University, to design and implement a leadership development program focused on equity, diversity and inclusion, with onsite training scheduled to begin this fall.

Santee Cooper Honored with Safety Award

(April 20, 2020) Santee Cooper is committed to a safe work environment, and we’re proud to maintain one of the highest standards in the industry. As evidence of that commitment, Santee Cooper earned the American Public Power Association’s (APPA) Safety Award of Excellence for safe operating practices in 2019.

This marks the third time in four years that we have earned first place in the category for utilities with 1,000,000 to 3,999,999 worker-hours of annual worker exposure. Read the full press release.


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