Otsego EC Expands Fiber Service Without Major Staff Increase

Otsego Electric Cooperative’s (OEC) broadband subsidiary, OEConnect, has exceeded expectations in subscriber growth while keeping broadband staffing lean. In just six years, the New York-based cooperative has signed up more than 4,350 broadband accounts, nearly matching its 5,000 electric meters, yet managed the expansion with only a handful of new employees. Alongside this operational success, OEConnect has introduced free parental control software, giving families a tool to confront the growing problem of cyberbullying.

Growth Without a Hiring Surge

When OEConnect began connecting homes in 2019, most members had limited or no broadband options. The cooperative targeted these unserved and underserved areas, which quickly produced adoption rates above 60% system wide. Some pockets now report take rates closer to 70%.

“We knew there was pent-up demand,” CEO Timothy Johnson said. “Households that had been struggling with slow DSL or nothing at all switched the moment our service became available and they have stayed with us.”

Despite the rapid subscriber growth, Otsego resisted the kind of hiring surge seen at other broadband providers. Inside the office, only two staff members were added, one assistant network administrator and one customer service representative. Outside, just four fiber technicians joined the workforce; one tech has now moved to the electric crew. Existing electric and broadband operations also share finance and customer service teams, with many employees splitting their time between the two.

Johnson credits efficiency tools and resource sharing: “Our finance office handles about 10,000 accounts with just two people and three member services representatives. It shows how much can be done when you use existing systems and talented staff effectively.”

Partnerships That Paid Off

One of Otsego’s cost-saving strategies was working with neighboring investor-owned utilities on pole access. New York State Electric and Gas (NYSEG), which owned most of the poles where OEConnect needed to attach fiber outside of OEC territory, allowed Otsego’s own electric crews to perform much of the make-ready work.

“That arrangement was unusual but it worked out very well,” Johnson said. “Instead of paying outside contractors, we could use our own highly capable people to replace poles, install cross arms and handle other upgrades. It saved us money and gave our crews more experience.”

The positive relationship with NYSEG covered nearly 90% of the cooperative’s off-system work. 

“It was a win-win,” Johnson added. “They benefited from updated infrastructure, and we kept our costs under control.”

CommandIQ: A Community-Focused Offering

Beyond growth, OEConnect is using its broadband platform to address social concerns. The cooperative now provides CommandIQ, a personal network suite developed by Calix, free to all customers. The parental controls app allows parents to restrict access to certain websites, schedule internet downtime for children and block social media late at night.

Johnson called the move a matter of community responsibility. 

“Some of the biggest risks for kids today are online,” he said. “Social media can be a breeding ground for bullying and harmful content. Offering families a way to manage that felt like the right thing to do as a cooperative.”

The Bigger Picture: Teen Cyberbullying

Cyberbullying remains a serious concern nationwide. A 2022 Pew Research Center survey found that 46% of U.S. teens ages 13 to 17 had experienced at least one form of online harassment, such as offensive name-calling, false rumors or unsolicited explicit images. Name-calling alone was reported by nearly 1 in 3 teens. Meanwhile, the CDC reports that about 34% of U.S. teenagers were bullied in the past year, with girls and younger teens at higher risk.

The consequences are significant. Bullied teens are more likely to report anxiety, depression and other mental health challenges. For many families, the ability to control online exposure offers peace of mind.

Lessons for Cooperatives

Otsego’s broadband buildout offers several lessons for electric cooperatives across the country:

• Leverage existing resources. Using electric crews for pole work and sharing office staff between electric and broadband operations limited hiring needs.
• Partner where possible. Cooperative and utility collaboration on make-ready work can reduce costs and improve efficiency.
• Secure grants where possible. Federal and state funds helped offset construction costs.
• Plan for capacity early. Overbuilding fiber capacity prevents costly upgrades later.
• Consider the community impact. Free parental controls reflect the cooperative principle of concern for community, adding value beyond connectivity.

“We did not just want to bring high-speed internet,” Johnson said. “We wanted to make sure families felt safe using it. That is what a cooperative should do, serve the community, not just sell a product.”