20240627Service Quality Report 2023.pdf

RECEIVED
2024 June 27 AM 9:48
_ ROCKY MOUNTAIN IDAHO PUBLIC 1407 W.North Temple,Suite 330
POWER. UTILITIES COMMISSION Salt Lake City,UT 84116
A DIVISION OF PACIFICORP
June 27, 2024
VIA ELECTRONIC DELIVERY
Commission Secretary
Idaho Public Utilities Commission
11331 W. Chinden Blvd
Building 8 Suite 201A
Boise, ID 83714
RE: PAC-E-12-02 - Service Quality & Customer Guarantee Report for the period
January 1 through December 31, 2023.
Attention: Commission Secretary
Rocky Mountain Power, a division of PacifiCorp, hereby provides a copy of the Service Quality
& Customer Guarantee report covering January 1 through December 31, 2023. This report is
provided pursuant to a merger commitment made during the PacifiCorp and ScottishPowerl
merger and later affirmed by the Commission in Order No. 32583. The Company committed to
implement a five-year Service Standards and Customer Guarantees program. The purposes behind
these programs were to improve service to customers and to emphasize to employees that customer
service is a top priority. Towards the end of the five-year merger commitment the Company filed
an application with the Commission requesting authorization to extend these programs.
Informal inquiries may be directed to Mark Alder, Idaho Regulatory Manager at(801) 220-2313.
Very truly yours,
a'1_D
Joe St�eward9X__)
Senior Vice President, Regulation
' Case No.PAC-E-99-01.
2 Case No.PAC-E-04-07.

POWERROCKY MOUNTAIN
A DIVISION of PAC .ICoAP
IDAHO
SERVICE QUALITY
REVIEW
January 1 — December 31, 2023
Report

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
Table of Contents
HistoricalBackground ................................................................................................................................3
1 Reliability Performance .......................................................................................................................4
1.1 System Average Interruption Duration Index(SAIDI).....................................................................................................4
1.2 System Average Interruption Frequency Index(SAIFI)...................................................................................................6
1.3 Major and Significant Events..........................................................................................................................................6
1.4 Restore Service to 80%of Customers within 3 Hours....................................................................................................7
2 Reliability History.................................................................................................................................8
2.1 Idaho Reliability Historical Performance.........................................................................................................................8
2.2 Controllable, Non-Controllable and Underlying Performance Review...........................................................................9
2.3 Underlying Cause Analysis Table ..................................................................................................................................11
2.4 Cause Category Analysis Charts....................................................................................................................................13
3 Reliability Improvement Process.......................................................................................................14
3.1 Transmission Investments............................................................................................................................................14
4 Customer Response...........................................................................................................................16
4.1 Telephone Service and Response to Commission Complaints .....................................................................................16
4.2 Customer Guarantees Program Status.........................................................................................................................16
5 Service Standards/Program Summary...............................................................................................17
5.1 Service Standards Program...........................................................................................................................................17
5.1.1 Rocky Mountain Power Customer Guarantees...................................................................................................17
5.1.2 Rocky Mountain Power Performance Standards................................................................................................17
5.2 Cause Code Analysis......................................................................................................................................................18
5.3 Reliability Definitions....................................................................................................................................................19
Page 2 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
Historical Background
In 1999, Rocky Mountain Power established its Customer Service Standards and Service Quality Measures. The
Company set these standards by comparing its performance to industry benchmarks for reliability and customer
service. In some areas, Rocky Mountain Power has exceeded these standards. In others, mainly where no industry
standard exists, the Company has developed its own metrics, targets, and methods of reporting. These standards
underscore the importance of customer service, both to external customers and within the Company.
The Company differentiates between outages it can control,such as those due to animal interference or equipment
failure, and those it cannot, such as those due to lightning or vehicle collisions. It takes measures that are cost-
effective to minimize both types of outages.As part of its Performance Standards Program,the Company assesses
individual electrical circuits annually to identify those with the most frequent interruptions. The Company then
targets these circuits for improvements, which it generally completes within two years.
From January to December 2023, the network performance in Idaho, as measured by the System Average
Interruption Duration Index(SAIDI) and System Average Interruption Frequency Index(SAIFI), compared favorably
with the Company's plan. The ongoing goal of Rocky Mountain Power is to provide Idaho with power that is safe
and reliable.The Company is committed to learning from past service experiences and to improving continually its
operations and customer service to meet the needs of Idaho.
The following is a summary of the performance of Rocky Mountain Power in serving customers in Idaho in 2023.
Page 3 of 21

IDAHO
ROCKY MOUNTAIN
POWER
Service Quality Review
January—December 2023
1 Reliability Performance
For the reporting period, the Company's network performance was favorable as measured by System Average
Interruption Duration Index (SAIDI) and System Average Interruption Frequency Index (SAIFI). Results for
underlying performance can be seen in subsections 1.1 and 1.2 below. During the reporting period there were no
major events and eight significant event days. Details regarding these events are found in section 1.3. Section 1.4
shows Company outage response performance. Transmission outages continue to cause a significant impact to
customers in Idaho. These outages have a greater tendency to reach the established Major Event thresholds and
make up most significant event days.
1.1 System Average Interruption Duration Index (SAIDI)
Below is the Company's underlying' interruption duration performance through December 2023.
SAIDI
IDAHO RELIABILITY PERFORMANCE FOR 2023
Actual Plan
(reporting period) (year-end)
Controllable' 23.43 N/A
Uncontrollable 95.92 N/A
Underlying 119.4 130
(Controllable+Uncontrollable)
Elevated Fire Risk(EFR)3 14.9 N/A
Major Events 0 N/A
Sub-Total Performance 134.3 N/A
(Excluding Pre-Arranged)
Planned/Pre-Arranged 61.3 N/A
Total Performance 195.6 N/A
(Including Pre-Arranged)
' Underlying events include all sustained interruptions, whether of a controllable or non-controllable cause, exclusive of major events,
elevated fire risk outages,prearranged(which can include short notice emergency prearranged outages),customer requested interruptions
and forced outages mandated by public authority typically regarding safety in an emergency.
'Controllable categories include Animals,Bird Mortality(non-protected and protected species),Bird Nest,Bird Suspected-No Mortality,Bad
Order Equipment,Deterioration or Rotting,Faulty Install,Overload,and Trees—Trimmable.
3 As part of the Company's wildfire mitigation programs,the Company may use protection coordination settings, referred to as"Elevated
Fire Risk" (EFR) settings,that more substantially affected distribution system performance than standard settings. In 2021,the Company
developed a method to estimate the reliability impacts of the device setting changes. EFR settings are applied when fire weather conditions,
such as high winds, low fuel moisture,elevated temperature,low relative humidity,and volatile fuels,are greatest.When EFR settings are
used, certain operational responses may also differ, which may result in more sustained outage events and longer outage duration.The
value shown indicated the total SAIDI impact for outages that occur while circuits were on EFR settings.
Page 4 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAGFii'i i�:
January—December 2023
2023Idaho SAIDI
(excludes Prearranged and Customer Requested)
160
140
•
•
120 i•
•
d 100 ••*•
8060
•
•
40
20
0 •
1/23 2/23 3/23 4/23 5/23 6/23 7/23 8/23 9/23 10/23 11/23 12/23
Calendar Underlying Actual
Calendar Controllable Actual
......CalendarTotal Including Major Events,EFR
Underlying Plan
Page 5 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAGFICOyP
January—December 2023
1.2 System Average Interruption Frequency Index (SAIFI)
Below are the Company's underlying interruption frequency performance results through December 2023.
SAIFI
IDAHO Underlying SAIFI Actual Plan
(reporting period) (year-end)
Controllable 0.226 N/A
Non-Controllable 0.921 N/A
Underlying(excludes major
1.148 1.75
events and EFR)
Major Event 0 N/A
Elevated Fire Risk(EFR) 0.155 N/A
Sub-Total Performance 1.302 N/A
(Excluding Pre-Arranged)
Planned/Pre-Arranged 0.426 N/A
Total Performance 1.728 N/A
(Including Pre-Arranged)
2023 Idaho SAIFI
(excludes Prearranged and Customer Requested)
2.0
1.8
1.6
1.4
•
H 1.2 ••�
w •
W 1.0
Ln Q 0.0 •
0.6 •
0.4 •..
.•
0.2 •
0.0
1/23 2/23 3/23 4/23 5/23 6/23 7/23 8/23 9/23 10/23 11/23 12/23
Calendar Underlying Actual
Calendar Controllable Actual
••••••Calendar Total Including Major Events,EFR
Underlying Plan
1.3 Major and Significant Events
Major Event General Descriptions
There were no major events during the reporting period that met the Company's Idaho major event threshold
level4 for exclusion from underlying performance results.
Significant Events
a A Major Event(ME) is defined as a 24-hour period where SAIDI exceeds a statistically derived threshold value (Reliability Standard IEEE
1366-2012)based on the 2.5 beta methodology.The values used for the reporting period are shown below:
Effective Date Customer Count ME Threshold SAIDI ME Customer Minutes Lost
1/1-12/31/2023 86,783 12.954 1,124,197
Page 6 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
Significant event days add substantially to year-on-year cumulative performance results;fewer significant event
days generally result in better reliability for the reporting period, while more significant event days generally
means poorer reliability results. During the reporting period eight significant event days'were recorded, which
accounted for 42.8 SAIDI minutes,or about 36 percent of the reporting period's underlying 119.4 SAIDI minutes.
Significant Event Days
Underlying Underlying %Of Total %Of Total
Date Cause:General Description SAIDI SAIFI Underlying Underlying
SAIDI (119.4) SAIN (1.148)
January 12,2023 Loss of Transmission Line 5.43 0.062 4.55% 5.40%
June 28,2023 Loss of Transmission Line 7.63 0.032 6.39% 2.79%
August 5,2023 Weather; Lightning 3.02 0.024 2.53% 2.09%
August 29,2023 Vehicle Accident 5.9 0.047 4.94% 4.09%
October 23,2023 Equipment Failure 4.48 0.021 3.75% 1.83%
October 29,2023 Loss of Transmission Line 4.29 0.012 3.59% 1.05%
December 5,2023 Weather;Snow,Sleet and Blizzard 3.23 0.01 2.71% 0.87%
December 23,2023 Weather;Snow,Sleet and Blizzard 8.78 0.062 7.35% 5.40%
TOTAL 42.76 0.270 35.81% 23.52%
1.4 Restore Service to 80% of Customers within 3 Hours
Overall,the Company restored power outages due to loss of supply or damage to the distribution system within
three hours to 88%of customers, achieving the goal of greater than 80%.
RESTORATIONS WITHIN 3 HOURS
Reporting Period Cumulative=88%
January February March April May June
88% 100% 93% 92% 95% 78%
July August September October November December
74% 81% 89% 90% 87% 90%
5 On a trial basis,the Company established a variable of 1.75 times the standard deviation of its natural log SAIDI results.
Page 7 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAgFICGaP
January—December 2023
2 Reliability History
The charts below trace the evolution of reliability in Idaho. In 2002, the Company launched an automated outage
management system. This system supplied key data that facilitated the engineering of solutions for enhanced
performance. With this data as a base, the Company has been able to boost performance in both normal and
extreme weather conditions.
The enhancements include:
• Utilizing geospatial tools for analyzing reliability.
• Creating web-based alerts when devices operate beyond optimal levels.
• Concentrating on improving operational responses, as gauged by the CAIDI metric.
• Executing feeder hardening programs for feeders that have notably affected reliability performance.
2.1 Idaho Reliability Historical Performance
Idaho Reliability History - Including Major Events
�SAIDI CAIDI O SAIFI
4 600
3.5
O
3.0 500
3
2.5 2.6 400
10, O y
G1.9
2 1.7 2.0 300 c_
1.2 1.1 �1.1 200
1 �
100
0 lil 0
2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
Idaho Reliability History - Excluding Major Events
�SAIDI OCAIDI o SAIFI
3 600
2.2
2.4 500
2.1
N 2 400
1.6
1.5 1.4 1.3 300 c
1.0
1.1 �
1 i'0 0 200
100
0 -M0
2014 2015 2016 2017 2018 2019 2020 2021 2022 2023
Page 8 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAGFii'i i�:
January—December 2023
2.2 Controllable, Non-Controllable and Underlying Performance Review
In 2008, the Company launched a new category for outage causes, which it labeled "Controllable Distribution
Outages."This category recognized that the Company could cost-effectively prevent some outages,such as those
animals or equipment failure caused. Section 2.3 details this information.
Using this category,engineers have been able to devise strategies to mitigate these controllable outages,thereby
enhancing reliability at the least cost. However, there was a concern that the Company might neglect non-
controllable outages.
To address this concern, the Company offers charts that distinguish between different types of outages. These
charts,with daily data,display the performance related to controllable, non-controllable,and underlying factors.
A general improvement across all charts is what the analysis of these trends indicates.
The Company has also undertaken efforts to bolster its resilience to extreme weather and other non-controllable
outages. This includes a visual assurance program to evaluate the condition of facilities and efforts to
comprehend the impact on customers of supply loss events. When the Company identifies issues, it implements
necessary improvements.
The Company employs a web-based notification tool to alert field engineering and operational resources when
devices surpass performance thresholds.This allows for a swift response to declining reliability trends,regardless
of the cause of the outage.
Idaho 365-Day Rolling Underlying History as Reported
300 3
250 2.5
200 2
r
c
150 1.5 v+
C L.L
Q
N
100 1
50 0.5
0 0
01 O� 0 y0 y'> y'L y3 yR yh y� y1 tiw ye ,y0 ,yti ,y'L ,y3
� Stress Period —SAIDI —SAIR —Linear(SAIDI)
Page 9 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAGFii'i i
January—December 2023
Idaho 365-Day Rolling Controllable History as Reported
100 1
90 0.9
80 0.8
70 0.7
N 60 0.6
m �
� c
c �
50 0.5
C R
Q in
40 0.4
30 - 0.3
20 0.2
10 0.1
0 0
ry�1 'L�� 'L�oi 'LDyO 'LO,y'y 'lOy'L 'L�,y'S ryO,yA ti�yy �oy�o 'LO,y'� 'Loy4 Hoye �O,yO ryoy'1 'LQ,y'L 'L��'3
Stress Period —SAIDI —SAIR —Linear(SAIDI)
Page 10 of 21

IDAHO
ROCKY MOUNTAIN
Service Quality Review
POWER
A DIVISION OF PAgFICOR R
January—December 2023
Idaho 365-Day Rolling NonControllable History as Reported
300 3
250 2.5
200 2
N
H N
Cc_ 150 - 1.5
C W
� LL_
a a
N �
100 1
50 0.5
0 0
Stress Period —SAID[ —SAIFI —Linear(SAIDI)
2.3 Underlying Cause Analysis Table
The table and charts presented below illustrate the total minutes customers lost due to various causes and the
total sustained interruptions attributed to each cause. The table analyzing underlying causes excludes major
events and incorporates prearranged outages. These prearranged outages include those requested by
customers, those for which customers received notice, those related to construction, and those exempt from
planned notice. Subtotals include these prearranged outages.
However, the grand totals in the table do not include these prearranged outages. This exclusion ensures
alignment of the grand totals with the reported SAIDI and SAIFI metrics for the period.
Page 11 of 21

IDAHO
ROCKY MOUNTAIN Service Quality Review
POWER
January-December 2023
Idaho Cause Analysis-Underlying 01/01/2023-12/31/2023
Customer Minutes Lost for Customers in Incident Sustained Incident
Direct Cause SAIDI SAIFI
Incident Sustained Count
ANIMALS 110,284 1044 117 1.27 0.012
BIRD MORTALITY(NON-PROTECTED SPECIES) 53,370 537 73 0.61 0.006
BIRD MORTALITY(PROTECTED SPECIES)(BMTS) 17,616 153 7 0.20 0.002
BIRD NEST(BMTS) 21,897 184 8 0.25 0.002
BIRD SUSPECTED,NO MORTALITY 116,066 1618 90 1.34 0.019
ANIMALS 319,234 3,536 295 3.68 0.041
CONDENSATION/MOISTURE 3,191 29 3 0.04 0.000
CONTAMINATION 788 1 1 0.01 0.000
FIRE/SMOKE(NOT DUE TO FAULTS) 1,853 17 2 0.02 1 0.000
FLOODING 25 1 1 0.00 0.000
ENVIRONMENT 5,857 48 7 0.07 0.001
B/O EQUIPMENT 538,058 4,933 201 6.20 0.057
DETERIORATION OR ROTTING 1,031,762 8,223 496 11.89 0.095
NEARBY FAULT 1647.401 8 4 0.02 0.000
OVERLOAD 16,504 519 13 0.19 1 0.00.6
POLE FIRE 175,968 864 25 2.03 0.010
EQUIPMENT FAILURE 1,763,938 14,547 739 20.33 0.168
DIG-IN(NON-PACIFICORP PERSONNEL) 70,448 592 29 0.81 0.007
OTHER INTERFERING OBJECT 125,623 995 21 1.45 0.011
OTHER UTILITY/CONTRACTOR 192,269 3,277 11 2.22 0.038
VEHICLE ACCIDENT 1,966,046 13,390 73 22.65 0.154
INTERFERENCE 2,354,387 18,254 134 27.13 0.210
LOSS OF FEED FROM SUPPLIER 49,783 572 1 0.57 0.007
LOSS OF SUBSTATION 676,560 5,366 16 7.80 0.062
LOSS OF TRANSMISSION LINE 2,550,845 27,522 139 29.39 0.317
LOSS OF SUPPLY %277,188 33,460 156 37.76 0.386
IMPROPER PROTECTIVE COORDINATION 2774.583 16 1 0.03 0.000
INCORRECT RECORDS 5351.416 159 5 0.06 0.002
PACIFICORP EMPLOYEE-FIELD 43551.917 1709 2 0.50 0.020
OPERATIONAL 51,678 1,884 8 0.60 0.022
OTHER,KNOWN CAUSE 174,260 1,903 204 2.01 0.022
UNKNOWN 839,392 10,794 364 9.67 0.124
OTHER 1,013,653 12,697 568 11.68 0.146
CONSTRUCTION 2,496 19 7 0.03 0.000
CUSTOMER NOTICE GIVEN* 4,139,194 24,517 355 47.70 0.283
CUSTOMER REQUESTED* 19,312 481 8 0.22 0.006
EMERGENCY DAMAGE REPAIR* 280,271 3,574 64 3.23 0.041
ENERGY EMERGENCY INTERRUPTION 78 1 1 0.00 0.000
INTENTIONAL TO CLEAR TROUBLE 4,800 87 7 0.06 0.001
PLANNED NOTICE EXEMPT* 879,223 8,367 351 10.13 0.096
PLANNED 5,325,373 37,046 793 61.36 0.427
TREE-NON-PREVENTABLE 283,606 2,847 39 3.27 0.033
TREE-TRIMMABLE 76,479 538 6 0.88 1 0.006
TREES 360,085 3,385 45 4.15 fl03
FREEZING FOG&FROST 57,865 284 10 0.67
ICE 11,276 85 18 0.13
LIGHTNING 240,214 2709 94 2.77
SNOW,SLEET AND BLIZZARD 456,987 3238 65 5.27 WIND 439,669 5,371 160 5.07 .
WEATHER 1,206,011 11,687 347 13.90 0.135
Idaho Including Prearranged 15,677,405 136,544 3,092 180.65 1.573
Idaho Excluding Prearranged 10,359,405 99,605 2,314 119.37 1.148
* Note: Direct Cause categories marked with an asterisk(*) are prearranged or exempt from underlying values.
Page 12 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A DIVISION OF PAgFICGaP
January—December 2023
2.4 Cause Category Analysis Charts
The data depicted in the charts and graphs below offer insights into how various outage causes affect service
reliability. We use SAIDI and SAIFI metrics to quantify this impact, representing the average outage duration and
frequency, respectively. Some outages, although infrequent, result in substantial customer minutes lost. In
contrast, others occur more frequently but have less overall impact. For clarity, the pie charts further dissect
these metrics across all cause categories, excluding major and planned events.
Cause Analysis-Customer Minutes Lost(SAIDI)
■ LOSS OF
0
SUPPLY 32%
■ OTHER IO%
■ PLANNED 0%
■ TREES 3%
■WEATHER 12%
■ INTERFERENCE
23% ■ANIMALS 3%
■ ENVIRONMENT
■ EQUIPMENT 0%
FAILURE 17%
Cause Analysis-Customer Interruptions(SAIFI)
■ Los,aF
SJPPLv31 ■ OTHER13%
■ PLANNED 0%
■ TREES 3%
■WEATHER 12%
■ ANIMALS 3%
■ ENVIRONMENT 0%
■ EQUIPMENT FAILURE
15%
Cause Analysis-Sustained Incidents
■ ENVIRONMENT
0%
■ EQUIPMENT
■ANIMALS 13% FAILURE 32%
■ WEATHER 1S%
INTERFERENCE
4%
■ TREES 2%
■ PLANNED 0% ■ LOSS OF
■ OPERATIONAL
■ OT■ER 25% 0%
Page 13 of 21

IDAHO
ROCKY MOUNTAIN
POWER
Service Quality Review
,
January—December 2023
3 Reliability Improvement Process
Rocky Mountain Power is committed to delivering safe and reliable power. For years, the company has
developed, monitored, and tracked reliability metrics in accordance with industry standards and regulatory
requirements. Over time, improvements have been made to minimize the negative impact of power
interruptions by reducing outage duration and frequency. To continue keeping its commitment to deliver safe
and reliable power, Rocky Mountain Power develops a reliability plan annually to identify new projects and
programs to continually improve system performance and resilience.
Rocky Mountain Power's reliability plan is a key program that is used to improve system reliability is the
development of individual reliability work plans for areas of concern, which is a strategic approach based upon
current trends in performance as measured by customer minutes interrupted (CMI),from which SAIDI is derived.
The decision to fund one performance improvement project over another is based on cost effectiveness as
measured by the cost per avoided customer minute interruptions. Care is taken to ensure the cost effectiveness
measure does not limit funding of improvement projects in areas of low customer density over more densely
populated areas.
An area of concern that has been identified are circuits that serve many customers.As a result, Rocky Mountain
Power implemented a new mainline sectionalizing guideline to reduce the number of customers exposed per
feeder. The guide outlines recommendations for a maximum of 2,250 customers per feeder, which are to be
further subdivided into protection zones of no more than 750 customers. The system is reviewed annually to
determine which circuits should be prioritized based on greatest amount of risk to reliability.
3.1 Transmission Investments
Rocky Mountain Power has invested in improving the transmission reliability in Idaho over the past few years.
The table below highlights significant projects that were completed in Idaho to improve reliability and address
load growth.
Page 14 of 21

IDAHO
ROCKY MOUNTAIN Service Quality Review
POWER
January—December 2023
Description of CAPEX Project In-Service Description
Date
This project installs a 10 MVAr capacitor bank at Ovid Substation and a 5
Montpelier Area Voltage Support 10/18/23
MVAr capacitor bank at St Charles Substation to resolve low voltage issues
on the Montpelier,Idaho area 69 kV system after certain transmission
contingency scenarios.
Replace 30 poles from"YS"to TE201 with distribution under build and
ERICKSON JCT-WEBSTER 69KV LINE(REFRAME) 12/31/22 reframe 24 tangent structures"YS"&"PSSM"to TE201 on the Rigby-Rexburg
69 kV transmission line.Spiral dampers will also be installed as part of this
project in 2023 due to materials delays.
This project involves the installation of a third 345/161 kV transformer at the
Goshen substation located in southeast Idaho.This project is needed in
order to resolve a potential overloading issue at the existing Goshen
345/161 kV transformers. Load in the Goshen area has continued to increase
Goshen#3 35/161 kV 400 MVA Transformer Install 11/15/22 and as the load continues to grow, the risk of overloading the two existing
Goshen 345/161 kV transformers increases.The 2016 Goshen area studies
indicated that by 2021,loss of either one of the Goshen 345/161 kV
transformers can overload the remaining Goshen 345/161 kV transformer
above its emergency rating.The third transformer will be installed in 2021
with a replacement spare received in 2022.
This project involves the replacement of about 3.4 miles of 46kV,1/0-CU
conductor between Lava and McCammon substations with new 397.5 ACSR
"Ibis"conductor.It also includes the replacement of 26 single poles and four
Lava—McCammon 46kV 3.4-mile Reconductor 10/15/22 H-frame structures to increase strength and height of the structures,and the
installation of a 3/8"shield wire over the 3.4 miles.This completes the
replacement of all original conductors on the 27.5-mile Grace—Lava—
McCammon transmission line.
This project improves the 69-kV capacity and voltage regulation served from
Rigby substation by converting an existing 69-kV line to 161-kV to create a
161-kV source at Rexburg substation through a new 161-69 kV transformer
installation.The project also will include a new six breaker 69-kV ring bus at
Rexburg Sub:Install 161 kV Source from Rigby 12/31/21 Rexburg substation that includes terminating two existing 69-kV lines and
one new 69-kV line. Benefits of the project include establishing a new 161-kV
source in the area,providing additional 69-kV capacity,improving 69-kV
voltage regulation and reliability to customers served from the 69-kV system.
The American Falls to Wheelon 138kV transmission line experienced an
average of 12.7 trip and recloses per year from 2017 to 2019 that were
attributed to contaminated insulator flashovers. Every trip and reclose
results in a momentary outage for 2,856 customers served by Malad,
Juniper,Snowville,and Holbrook substations.This project will expand Malad
Malad Sub:Add Transmission Breakers and Relays 12/31/21 substation and install two new 138kV circuit breakers,relays,and
communications.This will effectively split up the American Falls to Wheelon
138kV transmission line which will result in the ability to sectionalize the line
always keeping the non-faulted section in-service.This ability to sectionalize
the line will prevent customers from experiencing a momentary outage in
the case of a trip and reclose.
The scope of this project is to construct approximately 44 miles of new 161
kV transmission line from the Goshen to Sugarmill and Sugarmill to Rigby
substations located in the southeast Idaho area.In addition,some of the
existing 69 kV line will be rebuilt to 161 kV between Goshen and Sugarmill
Goshen-Sugarmill-Rigby 161kV Trans Line-T 12/15/21 substation and the existing Ammon substation will be converted from 69 kV
to 161 kV.This project is needed to increase reliability to both transmission
and load service customers in the Goshen Idaho area.This project also
addresses low voltage at Rigby and Sugarmill substations when under heavy
load conditions.
This project will raptor frame and armor rod 13.2 miles of 69kV transmission
Bonneville-Merrill-Hoopes 69kV In+UB Reframe 4/1/21 line which is experiencing unacceptable outages.This will include replacing
deteriorated cross arms and insulators on the distribution under build.
Page 15 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
4 Customer Response
4.1 Telephone Service and Response to Commission Complaints
The Company achieved most of its goals related to providing a timely response to customers concerns and
commission complaints, except for the PS5 commitment, which was due to a staffing shortage. The Company is
actively recruiting and training additional customer service representatives. We anticipate a continued
improvement in the PS5 performance as these new employees transition into their roles. As of the time of this
report in December 2023,the PS5 metric has seen an increase to approximately 76%on a year-to-date basis.
COMMITMENT GOAL PERFORMANCE
PS5 Answer calls within 30 seconds 80% 76%6
PS6a Respond to commission complaints within 3 days 95% 100%
PS6b Respond to commission complaints regarding service disconnects 95% 100%
within 4 hours
PS6c Resolve commission complaints within 30 days 100% 100%
4.2 Customer Guarantees Program Status
Overall Customer Guarantee performance remains above 99 percent, demonstrating the Company's continued
commitment to customer satisfaction. Major Events are excluded from the Customer Guarantees program.
custom erguarantees January to December 2023
Idaho
2023 2021
Description Events Failures %Success Paid Events Failures %Success Paid
CG1 Restoring Supply 124,924 0 100.00% $0 95,495 0 100.00% $0
CG2 Appointments 848 0 100.00% $0 800 1 99.88% $50
CG3 Switching on Power 2,174 0 100.00% $0 463 1 99.78% $50
CG4 Estimates 387 2 99.48°% $100 398 1 99.75% $50
CG5 Respond to Billing Inquiries 176 1 99.43°% $50 276 2 99.28% $100
CG6 Respond to Meter Problems 79 0 100.00% $0 80 0 100.00°% $0
CG7 Notification of Planned Interruptions 24,517 5 99.98°% $250 12,476 1 99.99% $50
153,105 8 ' 99.99% $400 109,988 6 ' 99.99% $300
6 Considering recent reports, Rocky Mountain Power faced challenges in meeting its PS5 goal due to staffing limitations, primarily caused
by labor market dynamics during the COVID-19 pandemic.Despite these obstacles,the Company has remained committed to enhancing its
performance and has consistently demonstrated improvement.As the Company emerged from the pandemic in 2022,its PS5 performance
stood at 63%. By the first half of 2023, Rocky Mountain Power's PS5 performance had achieved 75%.This report reflects an improvement
in our PS5 performance to 76%by year-end,signalling a continued positive trend.Currently,the Company's PS5 performance is at 78.43%,
through Q1 2024, and the Company expects to achieve its target of 80% by end of 2024, reflecting Rocky Mountain Power's continued
efforts toward achieving its PS5 target.
Page 16 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
5 Service Standards/Program Summary
5.1 Service Standards Program
As referenced in Rule 25.
5.1.1 Rocky Mountain Power Customer Guarantees$
Customer Guarantee 1: The Company will restore supply after an outage within 24 hours of
Restoring Supply After an Outage notification with certain exceptions as described in Rule 25.
Customer Guarantee 2: The Company will keep mutually agreed upon appointments,which
Appointments will be scheduled within a two-hour time window.
Customer Guarantee 3: The Company will switch on power within 24 hours of the customer
Switching on Power or applicant's request, provided no construction is required,all
government inspections are met and communicated to the
Company and required payments are made. Disconnections for
nonpayment,subterfuge or theft/diversion of service are excluded.
Customer Guarantee 4: The Company will provide an estimate for new supply to the
Estimates For New Supply applicant or customer within 15 working days after the initial
meeting and all necessary information is provided to the Company.
Customer Guarantee 5: The Company will respond to most billing inquiries at the time of the
Respond To Billing Inquiries initial contact. For those that require further investigation,the
Company will investigate and respond to the Customer within 10
working days.
Customer Guarantee 6: The Company will investigate and respond to reported problems
Resolving Meter Problems with a meter or conduct a meter test and report results to the
customer within 10 working days.
Customer Guarantee 7: The Company will provide the customer with at least two days'
Notification of Planned Interruptions notice prior to turning off power for planned interruptions
consistent will Rule 25 and relevant exemptions.
5.1.2 Rocky Mountain Power Performance Standards'
Network Performance Standard 1: The Company will report Total, Underlying,and
Report System Average Interruption Duration Index Controllable SAIDI and identify annual Underlying baseline
(SAIDI) performance targets for the reporting period. For actual
performance variations from baseline,explanations of
performance will be provided.The Company will also report
rolling twelve-month performance for Controllable, Non-
Controllable and Underlying distribution events.
Network Performance Standard 2: The Company will report Total, Underlying,and
Report System Average Interruption Frequency Controllable SAIFI and identify annual Underlying baseline
Index(SAIFI) performance targets for the reporting period. For actual
performance variations from baseline,explanations of
performance will be provided.The Company will also report
rolling twelve-month performance for Controllable, Non-
Controllable and Underlying distribution events.
Network Performance Standard 3: Annually,the Company will target specific circuits or
Improve Under-Performing Areas portions of circuits to improve performance by a forecast
amount, using either its legacy worst performing circuit
program (to reduce by 10%the reliability performance
7 On June 29, 2012, in Docket PAC-E-12-02 and Order 32583, the Commission ordered that Rocky Mountain Power had delivered upon
commitments it made in pursuant to the MiclAmerican transaction in PAC-E-05-08 and Order 29998. The Commission also ordered the
acceptance of modifications to the Service Standards Program proposed by Rocky Mountain Power.
8 See Rules for a complete description of terms and conditions for the Customer Guarantee Program.
9 Performance Standards 1,2 and 4 are for underlying performance days and exclude those classified as Major Events.
Page 17 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
A fiV Si�N O�vAC�COao
January—December 2023
indicator(RPI)on at least one area on an annual basis
within five years after selection)or by application of its
Open Reliability Reporting Program.
Network Performance Standard 4: The Company will restore power outages due to loss of
Supply Restoration supply or damage to the distribution system within three
hours to 80%of customers on average.
Customer Service Performance Standard 5: The Company will answer 80%of telephone calls within 30
Telephone Service Level seconds.The Company will monitor customer satisfaction
with the Company's Customer Service Associates and
quality of response received by customers through the
Company's eQuality monitoring system.
Customer Service Performance Standard 6: The Company will a) respond to at least 95%of non-
Commission Complaint Response/Resolution disconnect Commission complaints within three working
days and will b) respond to at least 95%of disconnect
Commission complaints within four working hours and will
c) resolve 95%of informal Commission complaints within
30 days.
5.2 Cause Code Analysis
The Company classifies outages based upon the cause categories and causes; causes are a further delineation
within cause categories. It applies the definitions below to determine the outage cause categories. These
categories and their causes can help support reliability analysis and improvement efforts.
Direct Cause Category Definition&Example/Direct Cause
Category
Animals Any problem nest that requires removal,relocation,trimming,etc.;any birds,squirrels,or other animals,
whether or not remains found.
• Animal(Animals) • Bird Nest
• Bird Mortality(Non-protected species) • Bird or Nest
• Bird Mortality Protected species) BMTS • Bird Suspected,No Mortality
Environment Contamination or Airborne Deposit(i.e.,salt,trona ash,other chemical dust,sawdust,etc.);corrosive
environment;flooding due to rivers,broken water main,etc.;fire/smoke related to forest,brush or building
fires(not including fires due to faults or lightning).
• Condensation/Moisture • Major Storm or Disaster
• Contamination • Nearby Fault
• Fire/Smoke(not due to faults) • Pole Fire
• Flooding
Equipment Structural deterioration due to age(incl.pole rot);electrical load above limits;failure for no apparent reason;
Failure conditions resulting in a pole/cross arm fire due to reduced insulation qualities;equipment affected by fault on
nearby equipment(e.g.,broken conductor hits another line).
• B/O Equipment • Deterioration or Rotting
• Overload • Substation,Relays
Interference Willful damage,interference,or theft(e.g.,gun shots,rock throwing,etc.);customer,contractor,or other
utility dig-in;contact by outside utility,contractor or other third-party individual;vehicle accident,including
car,truck,tractor,aircraft,manned balloon;other interfering object such as straw,shoes,string,balloon.
• Dig-in(Non-PacifiCorp Personnel) • Other Utility/Contractor
• Other Interfering Object • Vehicle Accident
• Vandalism or Theft
Loss of Failure of supply from Generator or Transmission system;failure of distribution substation equipment.
Supply • Failure on other line or station • Loss of Substation
• Loss of Feed from Supplier • Loss of Transmission Line
• Loss of Generator • System Protection
Operational Accidental Contact by PacifiCorp or PacifiCorp's Contractors(including live-line work);switching error;testing
or commissioning error;relay setting error,including wrong fuse size,equipment by-passed;incorrect circuit
records or identification;faulty installation or construction;operational or safety restriction.
• Contact by PacifiCorp • Internal Tree Contractor
• Faulty Install • Switching Error
Page 18 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
• Improper Protective Coordination • Testing/Startup Error
• Incorrect Records • Unsafe Situation
• Internal Contractor
Other Cause Unknown;use comments field if there are some possible reasons.
• Invalid Code • Unknown
• Other,Known Cause
Planned Transmission requested,affects distribution sub and distribution circuits;Company outage taken to make
repairs after storm damage,car hit pole,etc.;construction work,regardless of whether notice is given;rolling
blackouts.
• Construction • Emergency Damage Repair
• Customer Notice Given • Customer Requested
• Energy Emergency Interruption • Planned Notice Exempt
• Intentional to Clear Trouble • Transmission Requested
Tree Growing or falling trees
• Tree-Non-preventable • Tree-Tree felled by Logger
• Tree-Trimmable
Weather Wind(excluding windborne material);snow,sleet or blizzard,ice,freezing fog,frost,lightning.
• Extreme Cold/Heat • Lightning
• Freezing Fog&Frost • Rain
• Wind • Snow,Sleet,Ice and Blizzard
5.3 Reliability Definitions
This section will define the various terms used when referring to interruption types, performance metrics and
the internal measures developed to meet its performance plans.
Interruption Types
Below are the definitions for interruption events. For further details, refer to IEEE 1366-2003/201210 Standard
for Reliability Indices.
Sustained Outage
A sustained outage is defined as an outage greater than 5 minutes in duration.
Momentary Outage Event
A momentary outage event is defined as an outage equal to or less than 5 minutes in duration and comprises all
operations of the device during the momentary duration; if a breaker goes to lockout (it is unable to clear the
faulted condition after the equipment's prescribed number of operations) the momentary operations are part
of the ensuing sustained interruption. This sequence of events typically occurs when the system is trying to re-
establish energy flow after a faulted condition and is associated with circuit breakers or other automatic reclosing
devices. Rocky Mountain Power uses the locations where SCADA (Supervisory Control and Data Acquisition)
exists and calculates consistent with IEEE 1366-2003/2012. Where no substation breaker SCADA exists, fault
counts at substation breakers are to be used.
Reliability Indices
SAIDI
SAIDI (system average interruption duration index) is an industry-defined term to define the average duration
summed for all sustained outages a customer experiences in each period. It is calculated by summing all customer
minutes lost for sustained outages (those exceeding 5 minutes) and dividing by all customers served within the
study area. When not explicitly stated otherwise, this value can be assumed to be for a one-year period.
Daily SAIDI
To evaluate trends during a year and to establish Major Event Thresholds, a daily SAIDI value is often used as a
measure. This concept is contained IEEE Standard 1366-2012. This is the day's total customer minutes out of
io IEEE 1366-2003 was adopted by the IEEE on December 23,2003.It was subsequently modified in IEEE 1366-2012,but all definitions used in this
document are consistent between these two versions.The definitions and methodology detailed therein are now industry standards.
Page 19 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
service divided by the static customer count for the year. It is the total average outage duration customers
experienced for that given day. When these daily values are accumulated through the year, it yields the year's
SAIDI results.
SAIFI
SAIFI (system average interruption frequency index) is an industry-defined term that attempts to identify the
frequency of all sustained outages that the average customer experiences during a given period. It is calculated
by summing all customer interruptions for sustained outages (those exceeding 5 minutes in duration) and
dividing by all customers served within the study area.
CAIDI
CAIDI (customer average interruption duration index) is an industry standard index that is the result of dividing
the duration of the average customer's sustained outages by frequency of outages for that average customer.
While the Company did not originally specify this metric under the umbrella of the Performance Standards
Program within the context of the Service Standards Commitments, it has since been determined to be valuable
for reporting purposes. It is derived by dividing PS1 (SAIDI) by PS2 (SAIFI).
MAIFIE
MAIFIE (momentary average interruption event frequency index) is an industry standard index that quantifies
the frequency of all momentary interruption events that the average customer experiences during a given
timeframe. It is calculated by counting all momentary interruptions which occur within a 5-minute period, if the
interruption event did not result in a device experiencing a sustained interruption.
CEMI
CEMI is an acronym for Customers Experiencing Multiple (Sustained and Momentary) Interruptions. This index
depicts repetition of outages across the period being reported and can be an indicator of recent portions of the
system that have experienced reliability challenges.This metric is used to evaluate customer-specific reliability.
CP199
CPI99 is an acronym for Circuit Performance Indicator, which uses key reliability metrics of the circuit to identify
underperforming circuits. It excludes Major Event and Loss of Supply or Transmission outages.The variables and
equation for calculating CPI are:
CPI = Index * ((SAIDI * WF * NF) + (SAIFI * WF * NF) +(MAIFI * WF * NF) + (Lockouts * WF * NF))
Index: 10.645
SAIDI: Weighting Factor 0.30, Normalizing Factor 0.029
SAIFI: Weighting Factor 0.30, Normalizing Factor 2.439
MAIFI: Weighting Factor 0.20, Normalizing Factor 0.70
Lockouts: Weighting Factor 0.20, Normalizing Factor 2.00
Therefore, 10.645 * ((3-year SAIDI * 0.30 * 0.029) +(3-year SAIFI * 0.30 * 2.439) +(3-year MAIFI * 0.20 * 0.70)
+ (3-year breaker lockouts * 0.20 * 2.00)) =CPI Score
CP105
CP105 is an acronym for Circuit Performance Indicator, which uses key reliability metrics of the circuit to identify
underperforming circuits. Unlike CPI99 it includes Major Event and Loss of Supply or Transmission outages. The
calculation of CP105 uses the same weighting and normalizing factors as CPI99.
RPI
RPI is an acronym for Reliability Performance Indicator, which measures reliability performance on a specific
segment of a circuit to identify underperforming circuit segments rather than measuring performance of the
whole circuit.This is the Company's refinement to its historic CPI, more granular.
Page 20 of 21

IDAHO
ROCKY MOUNTAIN
POWER Service Quality Review
January—December 2023
Performance Types & Commitments
Rocky Mountain Power recognizes several categories of performance: major events and underlying performance.
Underlying performance days may be significant event days. Outages recorded during any day may be classified
as "controllable" events.
Major Events
A Major Event (ME) is defined as a 24-hour period where SAIDI exceeds a statistically derived threshold value
(Reliability Standard IEEE 1366-2012) based on the 2.5 beta methodology. The values used for the reporting
period and the prospective period are shown below.
Effective Date Customer Count ME Threshold SAIDI ME Customer Minutes Lost
1/1-12/31/2023 86,783 12.954 1,124,197
Significant Events
The Company has evaluated its year-to-year performance and as part of an industry weather normalization task
force, sponsored by the IEEE Distribution Reliability Working Group, determined that when the Company
recorded a day in excess of 1.75 beta (or 1.75 times the natural log standard deviation beyond the natural log
daily average for the day's SAIDI)that generally these days' events are generally associated with weather events
and serve as an indicator of a day which accrues substantial reliability metrics,adding to the cumulative reliability
results for the period. As a result, the Company individually identifies these days so that year-on-year
comparisons are informed by the quantity and their combined impact to the reporting period results.
Underlying Events
Within the industry, there has been a great need to develop methodologies to evaluate year-on-year
performance. This has led to the development of methods for segregating outlier days, via the approaches
described above. Those days which fall below the statistically derived threshold represent "underlying"
performance and are valid. If any changes have occurred in outage reporting processes, those impacts need to
be considered when making comparisons. Underlying events include all sustained interruptions, whether of a
controllable or non-controllable cause, exclusive of major events, prearranged (which can include short notice
emergency prearranged outages), customer requested interruptions and forced outages mandated by public
authority typically regarding safety in an emergency.
Controllable Distribution(CD)Events
In 2008, the Company identified the benefit of separating its tracking of outage causes into those that can be
classified as "controllable" (and thereby reduced through preventive work) from those that are "non-
controllable" (and thus cannot be mitigated through engineering programs);they will generally be referred to in
subsequent text as controllable distribution (CD). For example, outages caused by deteriorated equipment or
animal interference are classified as controllable distribution since the Company can take preventive measures
with a high probability to avoid future recurrences, while vehicle interference or weather events are largely out
of the Company's control and generally not avoidable through engineering programs. (It should be noted that
Controllable Events is a subset of Underlying Events.The Cause Code Analysis section of this report contains two
tables for Controllable Distribution and Non-controllable Distribution, which list the Company's performance by
direct cause under each classification.) At the time that the Company established the determination of
controllable and non-controllable distribution it undertook significant root cause analysis of each cause type and
its proper categorization (either controllable or non-controllable). Thus, when outages are completed and
evaluated, and if the outage cause designation is improperly identified as non-controllable, then it would result
in correction to the outage's cause to preserve the association between controllable and non-controllable based
on the outage cause code. The Company distinguishes the performance delivered using this differentiation for
comparing year to date performance against underlying and total performance metrics.
Page 21 of 21