20080915Notification of unmet metric.pdf

Ki A. Do
Seior Sta Coltat
Norwest Region
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September 12, 2008
HQE02F6
60 Hidd Ridge
Irg, Texa 75038
Phone [phone]
Fax [phone]
VI ELECTRONIC MAIL & DHL
Ms. Carolee Hal
Telecommunications Division
Idaho Public Utities Commssion
472 West Washington Strt
Boise, ID 83720-0074
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Subject: VERIZON NORTHT INC. SERVICE QUALITY REPORT - May. July 08.
Dea Ms. Hal:
Puuant to Telephone Customer Relations Rule 503, IDAPA 31.41.01.503.03, Verizon
Nortwest Inc. hereby notifies the Commssion that it has not met the metrc of 90% cleaed for
out of service trouble reports for the months of May 2008 (88%), June 2008 (84%) and July
2008 (84%).
The missed metrcs were caused by seasonaly higher than expected volumes of tickets which
afected the Company's abilty to respond. For May, there were over 815 out of service tickets
with 714 cleaed on tie. For June, there were over 830 out of service tickets with 694 cleaed
on tie. For July, there were over 1208 out of service tickets with 1010 cleared on time.
Verion has focuse additional resours to addrss the tickets which are out of service relate.
These resources include hing additional par-tie employees. In addition, the dispatch process
has been reviewed and employees have been coached to ensure that out of service tickets ar
given the highest priority in the dispatch queue and that tickets ar properly coded when the cal
is taen from the customer. As a result of these additional resources and refinement of the
dispatch process, the prelimar results for August ar at 97%. Verizon wil continue to focus
on the results to ensur that the metrc is achieved.
Pleae call me at [phone] if you have any questions.
Sincerely,
-tlvr/J
Ki Douglass
Public Afai, Policy & Communication