Many businesses are experiencing a downturn, but one sector that continues to enjoy strong demand is energy. Lakeland Electric offers a resource that everyone needs, even in hard times. “[We are] providing a vital service,” General Manager James Stanfield says.
Based in Lakeland, Fla., the firm is a vertically integrated electric utility that serves a broad base of customers, including residential, commercial and institutional clients. Since its founding in 1891, Lakeland Electric has grown to have 1,000 megawatts of generating capacity, which it sends through 1,800 miles of distribution lines.
While the original service provided power to just five streetlights in 1891, that has changed from primarily residential service in the early 1950s to a mix of 70 percent residential, 10 percent commercial and 20 percent industrial service by kilowatt hours (Kwh) sold today.
Stanfield says Lakeland Electric has stayed successful by paying attention to its core business and satisfying its customers, who have only grown more sophisticated and knowledgeable about the industry. “We have a high customer satisfaction rating,” he says, noting that the firm ranks “consistently in the 80s.” Its ranking for 2011 was 82.5 percent satisfied or very satisfied.
A 39-year veteran of the power industry, Stanfield joined Lakeland Electric 10 years ago. After all these years, he still enjoys the business. “In spite of what people think, it is a changing industry,” he asserts.
One big change facing Lakeland Electric is the coming need to replace many of its soon-to-retire senior employees. This includes Stanfield himself, who will step down from his role in December. “It is difficult to develop a series of backups,” Stanfield admits, noting that the company has enjoyed longevity throughout the years. “Roughly half of our people will retire at any given moment.”
Lakeland Electric has implemented a knowledge-transfer program so that new employees will be prepared for the work. It also has ramped up its recruiting efforts with the “Power Academy” program it sponsors at Tenoroc High School in Lakeland.
The program is designed to reach young people who are interested in the electric utility industry. Lakeland Electric provides supplementary teaching assistance, workforce plans for each division, utilization of knowledge transfer software and videotaping knowledge preservations. Power Academy alum have joined the company’s staff or gone to college to pursue more education in the field. “The utility industry does provide some solid careers with good-paying jobs at the technical skill level,” Stanfield says.
Lakeland Electric also has partnered with ADL Associates Principal Al Lucia to help with its transition to the next generation of leaders. “[Lucia] has been working with us for five years, developing executive coaching and managerial coaching [programs],” he says. “[We need] those kinds of things to improve employee engagement.
“We’ve had significant results,” he adds. “[The] culture has changed because of that involvement.”
Powering Up
Lakeland Electric’s projects include a solar program that will generate power for approximately 7,200 homes in Lakeland. While Lakeland Electric is primarily powered today by coal and natural gas, the firm has partnered with solar electricity firm SunEdison, and will install ground and rooftop systems throughout its service area.
Currently, 5.5 megawatts of power are under construction at Lakeland Airport, Stanfield says this power is fed into the LE grid. “We have a contract to build 24 megawatts of photovoltaic by 2020,” he says. m