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Bristol Tennessee Essential Services (BTES) understands
the importance of providing reliable services to our
community, including the businesses and industries in
our community to keep them up and running. For one
global company with a branch in Bristol, Tennessee, the
reliable electric, Internet and cable service provided by
BTES helps them achieve their mission of delivering an
outstanding customer experience.
Located on West State Street in Bristol, Tennessee,
Teleperformance is a customer care center that aims to
provide superior customer care services and support to a
variety of Fortune 500 companies, as well as several other
businesses.
“Teleperformance is a worldwide
leader in multichannel customer
experience,” explained Robert
Smith, call center manager. “We
work to improve business results
and to support people and our
local communities.”
Founded in 1978, Teleperformance
operates 135,000 computerized
workstations, and has more than
182,000 employees across 270
contact centers in 62 countries.
Teleperformance opened its first
site in the United States in 1993.
The Bristol branch of
Teleperformance began as US
Solutions in 2001. In July 2010, US
Solutions became part of the Teleperformance family and, in
2012, moved to its current location on West State Street.
“At our location in Bristol, we have approximately 700
employees with plans for continued growth throughout
2016,” Smith said.
Teleperformance’s success is directly linked to the
satisfaction of their employees.
“Our unique focus on people, backed by our experienced
and committed management team, ensures we meet and
exceed our clients’ and their customers’ expectations,” Smith
explained. “Our People Strategy
states that happy employees
make happy customers, which
makes happy clients and happy
shareholders.”
BTES is also an important component
in Teleperformance’s success.
Winter 2016 ~ For Customers of Bristol Tennessee Essential Services
In This Issue
Electric Grill andSmoker
Construction DepartmentHighlight
Recipes
Water Heaters
BTES’ Reliability Helps Teleperformance Succeed
� � � � � � � � � � � � � �
� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �� � � � � � � � � � � � � � � � � � � � � � � � � � � �
Better Service, Lower Cost
and High Safety StandardsOwned and published by
Bristol Tennessee Essential Services,
serving more than 33,000 electric customers
and more than 16,000 fiber customers.
Dr. R. Michael BrowderChief Executive Officer
BTES News is published four times a year.
Address changes, news items and
suggestions should be sent to
P.O. Box 549, Bristol, TN 37621.
BTES website: www.btes.net
Editor: Leslie Blevins
Our Mission
To provide service to our customers,
employees and community that exceeds
their expectations.
Our Vision
To be the best electric, Internet,
telephone and cable television provider.
News
� ! "News Winter 2016 Page 2
Recently, we were reviewing with the BTES Board about how
our Fiber-Optic Communication System and other
components of our strategic plans have helped, in one year,
reduce our system outage time by 35 percent. This only takes
into account outages that were restored faster than they would
have been the year before, when we didn't have the
IntelliRupter switches controlled over the fiberoptic system.
When measuring power outages, we count every customer, every minute. This is the most
stringent outage measurement used in the electric utility industry. Some don't count
small outages. Some don't count large outages caused by storms. Some don't even count
any outages. At BTES we have, for many years, counted every customer. Every minute.
Our goal is less than 60 minutes outage time, per year, per customer. In 2015 we reduced
our outage time to 34 minutes per customer. We would like to keep every one of our
customers on all the time. Impossible. But we have reduced a large part of the former
outage time!
In the fall of 2002, I was chairing an American Public Power Association's fall board
meeting. Our speaker was the president of the Electric Power Research Institute. He was
discussing the entire West Coast outage that was fresh on everyone's mind. Their research
had shown that the outage could have been largely prevented — and more quickly
restored — through the use of a faster, more robust communication and switching
system. I said, "That would be great, but the electric industry and our customers can’t
afford it." Three years later, we were serving Internet and cable over such a system. BTES'
electric system had built such a system and we set up a Broadband Business Unit to
provide Internet and cable. A year later, we had a Telephone Business Unit and were
serving telephone customers. We now serve more than 16,000 Internet, telephone and
cable customers over this system.
BTES serves 17 city and county schools with gigabit data service, giving our students the
benefit of joining other BTES customers who have some of the best data services available
anywhere, and much better than most. Most Tennesseans cannot even imagine such speed
and reliability. BTES fiber customers pay the cost for the system, and the electric customers
experience a much more reliable electric system with over $6 million per year in savings
because of having the fiber-optic system and the way we use it. We read over half of our
meters with the system. Every one of the customers with fiber-optic service instantly reports
when there is a power outage. Every one of our substations automatically reports data and
other problems at the speed of light. This helps prevent outages, or resolves other problems,
again, at that same speed of light.
We recently had an outage that caused half of The Pinnacle, including Bass Pro Shops and
Belk, to lose power. Their BTES electric system, utilizing the BTES Fiber-Optic System,
opened one switch and closed three more in sequence while testing each section. All of
The Pinnacle had service restored in less than one minute!
On Feb. 2, TVA had a 161,000-volt potential transformer fail, shutting down BTES'
Blountville Primary Substation. With just a portion of our Automated Switching System
completely installed, we were able to restore all customers and five substations from Tri-
Cities Regional Airport to Bristol Regional Medical Center, including greater Blountville, in
less than 10 minutes...and with NO injuries! Not long ago, without the fiber-optic system
and the automated switches, this would have taken hours.
Meeting our Mission and Vision ... More Reliable Service ... Better Cost and done Safely for
our Customers. Thanks for being our customer and ...
Good luck!
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` Y D a E
b c d eNews Winter 2016 Page 3
Teleperformance Continued from Page 1
“Our business depends on stability and consistency,” Smith
said. “Our clients and customers expect us to be available
during all hours of operation. BTES helps provide that
stability and continuous service so that we can continue to
serve our customers.”
BTES works with established businesses and industries in our
community through the BTES Existing Industry Program to
promote economic development.
“Our Existing Industry Program gives our industries a single
point of contact for electric and fiber needs, and workforce
development and retention,” said BTES Business
Development Manager April Eads. “BTES seeks to maintain
open communication with businesses and industries to assist
in growing their customer base.”
Through the Existing Industry Program, Eads made 175 visits
to businesses in 2015, providing a variety of services and
facilitating the resolution of problems. BTES partners with
other organizations to meet these needs.
“There is a lot of publicity about the need to bring new
business to the community, and BTES is very active in the
recruitment of new business in Bristol,” said
BTES CEO Mike Browder. “Yet, 85 percent of
new jobs in the United States come from
existing industries in local communities. We
want to help ensure those existing industries
have the tools they need to succeed in our
area.”
Whether opening a new business, enhancing
employee training opportunities or moving to
a new location, BTES is there to help.
“We love partnering with BTES,” Smith said.
“Their dependable service and amazing staff
are there for us when needed.”� � � � � � � � � � � � � � � � � � � � � � f � � � � � � � � � � � � � � � � � � � � � g � � � � � � � � � �
� � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �� � � � � � � � � h � � � � � � � � � g � � � � � � � � � � � � � � � � � � � � � � � � � � � � � �� � � � � � � � � � � �
� ! "News Winter 2016 Page 4
Construction Department Highlight
BTES’ construction department performs all phases of transmission and distribution construction and maintenance for new, existingand future electric facilities, from substations to street lights, and for the fiber-optic distribution system. All of these employees havecompleted or are in the process of completing a 4.5-year, on-the-job Apprentice Lineman Program. They are trained to perform allconstruction and maintenance jobs in all types of weather.
i j k l m n o p q r s p t m l u p v m s wx p u l y r m k r z v w t n { p y | { } m k ~n z r m m p { p y | p v m t } � r l � �n � s � r q r y � p } � z m k r t l s rm k } � z ~ � o t p � n � l � � y } q r� p { � m k r y p l � l � � t r r m k r{ p y | m k l m n k l q r � p � r ~ �� � � � � � � � � � � � � � � � � �
i j r � p r q r y w m k } � z m k l m { r� l � r l � k � l w t p m k l mp v y � v t m p s r y t k l q r m k r } yr o r � m y } � } m w m p r l m l k p m s r l o �m l | r l k p m t k p { r y l � � t o r r �} � l { l y s k p s r ~ � � � � � � � �� � � � � � � � � � � � � �
i j r l y r l m } z k m � | � } m p y z l � } � l m } p � ~� q r y w p � r l m � � � � � r r o t l t } �m k r w k l q r m { p � l s } o } r t � l k p s r� l s } o w l � � l { p y | � l s } o w ~ j } m kp � o w � � r s � o p w r r t � { r k l q r m p{ p y | � o p t r o w m p � y p q } � r r � r o o r � mt r y q } � r m p p v y � v t m p s r y t ~ �¡ � � ¢ � � � £ � � � � � � ¤ ¥ � ¦ � � � � � � � § ¢i ¨ v y � v t m p s r y t s l w � p m y r l o } � rm k l m { r p � o w r s � o p w � � � r p � o rl m � � � � ~ j r l o o { r l y s l � wk l m t l � � { p y | m p z r m k r y � p } � z� v s r y p v t x p u t m p � y p q } � r m k ru r t m t r y q } � r m p p v y � v t m p s r y t ~ �¡ � � ¢ � � � £ � � � � � �© � � � � ª � � « � �
i � k r u r t m � l y m p � s w x p u } ty r � p � � v � m p y } � z o } � r t l � �� p o r � k l � z r p v m t ~ � k r t r x p u tm l | r l o p m p � � o l � � } � z l � �p y z l � } � l m } p � m p r � � r � m } q r o w� p s � o r m r ~ �¡ � � ¢ � � � £ � � � � � �¬ � � � � � ® ¯ � ° °
i ± v y } � z o l y z r p v m l z r t � m k r{ k p o r � p s � l � w � } m � k r t } � m pk r o � y r t m p y r t r y q } � r ~ ² y p s p v y� r � l y m s r � m y r � l } y } � z � p o r t l � �o } � r t m p m k r r � z } � r r y } � z� r � l y m s r � m l t t r t t } � z m k r� l s l z r l � � l t t } t m } � z { } m k m k r� r t } z � p � p v y � l � } o } m } r t m p m k rp � r t � p p | } � z l � � u y } � z } � z � p p �p v m m p m k r � y r { t � { r l o o � p s rm p z r m k r y � v y } � z m p v z k m } s r t ~ n ms l | r t s r � y p v � m p u r � l y m p �m k r m r l s l m � � � � ~ �¡ � � ¢ � � � £ � � � � � �� � ° � � � � � �i � k r k l y � r t m � l y m } t t m l w } � z s r � m l o o w� p � v t r � { k } o r p � m k r x p u ~ � k r x p uy r ³ v } y r t v t m p t m l w � p � v t r � p � { k l m{ r l y r � p } � z l m l o o m } s r t � { k l m y r t v o m tl y r z p } � z m p � p s r � y p s p v y l � m } p � t �l � � p � m k r t l � r m w p � r q r y w p � r} � q p o q r � ~ � � � � � � � � ´ � � � ¡ � « «i � k r k l y � r t m � l y m } t{ p y | } � z o p � z k p v y t� v y } � z t m p y s t m k l m k l q r� l v t r � p v m l z r t ~ � � � �{ p y | t l y p v � � m k r � o p � |v � m } o r o r � m y } � } m w } t y r t m p y r �m p p v y r � m } y r t r y q } � rl y r l ~ �¬ µ µ � � � ¥ � § � � � � � � � �¶ � � � ¢ ¬ � � � � � � �
i j r l y r � y p v � p � m k rt r y q } � r { r � y p q } � r m p p v y� v t m p s r y t ~ � u p q r l o o r o t r �{ r l y r � y p v � p � p v yy r o } l u o r t r y q } � r t l � � p � p v yp v m t m l � � } � z t l � r m w y r � p y � ~j r � p r q r y w m k } � z m k l m { r� l � m p t r � � p v y � r p � o rk p s r m p m k r } y � l s } o } r t r l � kl � � r q r y w � } z k m ~ �¶ � � � § ¥ � � � · ¸ µ � � � ¥ � � � �� � � ¤ � · � ¥ � ¹ � � � � ¥ � ¹ � � �
� ! "News Winter 2016 Page 5
i n { } t k p v y� p s s v � } m w| � r { m k l mm k r y r } t lo p m s p y r } �{ k l m { r � pr q r y w � l wm k l � { k l ml � � r l y t m pm k r r w r ~ ¨ v y s l } � z p l o } t m p� y p q } � r y r o } l u o r l � � t l � rt r y q } � r t m p p v y � p s s v � } m w � l � �{ r � p m k } t u w l o { l w t o p p | } � z � p y{ l w t m p � p � m } � v p v t o w } s � y p q r ~ �¬ µ µ � � � ¥ � § � � � � � � � �º � § ¢ � » � � � �i ¨ � r p � m k r k l y � r t mm k } � z t l u p v m s w x p u } t� o l z z } � z m y l � � } � ~ n � r r om k l m m y l � � } � � p � m y p o } t m k rs p t m � l � z r y p v t � l y m p �p v y x p u ~ �� � � � � � � ´ � � � � � � �
i ¼ w � l q p y } m r � l y m t p � s wx p u l y r { p y | } � z p v m t } � rl � � o r l y � } � z � r { { l w t m pl � � p s � o } t k m l t | t ~ j rt m y } q r m p u r m k r u r t mt r y q } � r � y p q } � r y l � �r � r r � p v y � v t m p s r y t �r � r � m l m } p � t } � r q r y w m k } � z{ r � p ~ � � � � � � � � � ¥ ¥ ½ � � · · � ¥ ¥i � k r k l y � r t m � l y m p � s w x p u} t { p y | } � z } � m k r � l y | ~ ¼ l � wm } s r t � v y } � z t r q r y r p v m l z r t{ r l y r { p y | } � z m k y p v z k m k r� } z k m ~ � k } t s l | r t p v y x p u tr q r � s p y r � l � z r y p v t ~ �� � � � � � � � � � � � � � � � � � �
i ² p y p v y � r � l y m s r � m � } m } t} s � p y m l � m � p y v t m p y r s r s u r ym k l m r q r y w � k p } � r { r s l | r� p m p � o w l � � r � m t v t u v m p v y� r o o p { r s � o p w r r t l � � m k r� p s s v � } m w ~ �¬ µ µ � � � ¥ � § � � � � � � � �� � � � � � � � ¥ ° �i ¼ w � l q p y } m r � l y m } t u r } � zl u o r m p k r o � | r r � m k r� p { r y p � l � � k r o � u v } o �l � � s l } � m l } � o } � r t ~ j r� l � r � } � � r y r � m � k l o o r � z r tr q r y w � l w t p m k } t x p u� r q r y z r m t u p y } � z ~ �� � � � � � � ´ � � ¦ � � ª � � �
i � k r k l y � r t m � l y m p �s w x p u } t u r } � z l { l w� y p s s w � l s } o w l � �| } � t � p y o p � z � r y } p � t p �m } s r � v y } � z r m y r s rp v m l z r t ~ ¼ w � l q p y } m r� l y m } t { p y | } � z { } m k lz y r l m z y p v � p � � r p � o r{ k p l y r l o t p z y r l m� y } r � � t ~ �¬ µ µ � � � ¥ � § � � � � � � � �� � � � � � � � ° � § ¢i � k r u r t m � l y m p � s w x p u } tm k l m n z r m m p { p y | { } m k s wk l � � t l o o � l w ~ � � � �r s � o p w r r t � v m } � l o p m p �k l y � { p y | l � � � r � } � l m } p �t p m k l m r q r y w p � r } � p v y� p s s v � } m w � l � k l q rr o r � m y } � } m w l � � � p m k r m k } � z tm k r w o p q r m p � p ~ � o m k p v z k{ p y | } � z o p � z k p v y t � v y } � zt m p y s t } t m p v z k � { r l y rl o { l w t m k } � | } � z l u p v m p v y� p s s v � } m w � � r } z k u p y t l � �� y } r � � t � l � � m y w } � z p v yk l y � r t m m p r � r r � p v y� v t m p s r y t � r � r � m l m } p � t ~ �¬ µ µ � � � ¥ � § � � � � � � � �¡ � � © � ¢ � �i � � � � } t q r y w } � q p o q r � } �m k r � p s s v � } m w ~ � tr s � o p w r r t � { r � p m p � o wt r r } m l t p v y � v m w m p { p y |r q r y w � l w m p � y p q } � ry r o } l u o r t r y q } � r t � u v m { r| � p { m k l m { r s v t mt v � � p y m p v y � p s s v � } m wm p r � t v y r l u y } z k m r ym p s p y y p { � p y p v y� k } o � y r � ~ �� � � � � � � ´ � � � � ª � ° °
Breakfast Smoothie
1 cup vanilla Greek yogurt
1/2 cup orange juice
1 cup strawberries
1 medium banana, cut into chunks
2 cups ice
Buffalo Chicken Dip
2 whole-cooked chicken breasts, shredded
8 ounces cream cheese
1 cup ranch dressing
3/4 cup buffalo sauce
Combine all ingredients in a blender; blend until smooth and creamy.
Pour into glasses.
*Add 1 tablespoon of honey for a sweeter smoothie. Milk can be
substituted for yogurt, if preferred.
Preheat oven to 350 degrees. Mix dressing, cream cheese and buffalo
sauce until smooth. Add shredded chicken and bake for 25 minutes.
Serve with tortilla chips and celery.
� ! "News Winter 2016 Page 6
The Lighter Side¾ ¿ À Á Â Ã Ä Å À Æ Ç È À Æ É Ã Ä Ê Æ É Ã Ë Â Ì È À Í À Å Å Ä Á ÎÏ Ð À Å Å Ä Á Ñ
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� ! "News Winter 2016 Page 7
Water Heaters: the “Hidden Battery”
What BTES has known for years, the world
is beginning to recognize. A study titled
“The Hidden Battery — Opportunities in
Electric Water Heaters” by The Brattle
Group (a global consulting firm with
expertise in economics, finance,
regulation, competition and energy) was
recently published. It states that using
electric water heaters in homes as thermal
batteries could save money, reduce carbon
dioxide emissions, and help electric
utilities regulate voltage and frequency.
“Electric water heaters can be thought of as
pre-installed batteries that are sitting idle in 50 million
U.S. homes, “ said Robin Roy, director, Building Energy
Efficiency and Clean Energy Strategy, Washington, D.C.
“If they were grid interactive — with the local utility or
grid operator having real-time communications and
control capability — the water in the tanks could be
heated when the grid is cleaner and more economic,
storing the hot water in the tank for when households
need to use it.”
According to EnergyBiz, the Brattle Group found that an
80-gallon electric water heater being controlled in a
thermal-storage program would generate around 30
percent less carbon dioxide.
“BTES began a Load Managed Water Heater Program
more than 20 years ago,” explained BTES CEO Mike
Browder. “This program involves installing a device on a
water heater that would be able to turn the unit off
during times when the electric load is at peak. This has
helped shift some of the electric load to lower-cost
periods of use.”
In the beginning, the system used radio receivers to turn
off water heaters during peak times. BTES would only
cycle water heaters off for three to four hours to avoid
the possibility of a few customers running out of hot
water. Although it was effective for the technology
available at that time, this system managed water
heaters with a device as one large group that was
incapable of collecting feedback data and shifting water
heaters individually.
“After we built our fiber-optic network in 2005, we
realized it was possible to implement a new technology
to improve the program and interact with water heaters
on an individual basis,” Browder said. “This new
technology included monitoring temperatures and
having the capability to turn individual water heaters on
and off.”
“We saw the potential to use this program to fill
minimum-usage periods, reduce peak-usage periods
and ultimately help save our customers even more
money by keeping costs low,” said Administrative
Systems Analyst Jessica Waterman, who manages the
Water Heater Program. “To successfully operate our
program, we set our water heaters to 135 degrees to
allow for optimal thermal storage.”
An additional benefit to setting water heaters at 135
degrees is to help reduce the risk of certain bacteria that
could potentially grow inside water heater tanks.
“Legionnaires’ disease is caused by a type of bacteria
called Legionella,” Waterman explained. “Having our
water heaters set at 135 degrees helps drastically reduce
the potential for these bacteria to grow, as well as serves
as a better ‘hidden battery’ to store energy for use at
other times.”
BTES continually looks for ways to improve our product
offerings and provide reliable, safe and cost-effective
services while exceeding our customers’ expectations.
If you are interested in participating in our Load
Managed Water Heater Program or need a new or
replacement water heater, give us a call at 423-968-1526.
To learn more about this program, visit our website —
www.btes.net/waterheaters.
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BTES News, then clip out this form and mail it with your BTES bill to the
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� ! "News Winter 2016 Page 8