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Home My WebLink About20240724PAC to Staff 34-54.pdf RECEIVED Wednesday, July 24, 2024 IDAHO PUBLIC _ ROCKY MOUNTAIN UTILITIES COMMISSION POWER A DIVISION OF FACIFICORP 1407 W North Temple, Suite 330 Salt Lake City, Utah 84116 July 24, 2024 Monica Barrios-Sanchez Commission Secretary Idaho Public Utilities Commission 11331 W. Chinden Blvd. Bldg. 8, Ste. 201-A Boise, ID 83714 monica.barrio ssanchez(apuc.Idaho.gov S ecretarygpuc.idaho.gov RE: ID PAC-E-24-04 IPUC Set 2 (34-54) Please find enclosed Rocky Mountain Power's Responses to IPUC 2nd Set Data Requests 34-54. Also provided are Attachments IPUC 38, 39, 40, 41, 42, 43, 44, 46, and 53. If you have any questions, please feel free to call me at (801)220-2313. Sincerely, /s/ Mark Alder Manager, Regulation Enclosures C.c.: Eric L. Olsen/IIPA elokechohawk.com(C) Lance Kaufman/IIPA lance(&aegisinsi hg t.com(C) Matthew Nykiel/ICL matthew.nykiel&gmail.com Brad Heusinkveld/ICL bheusinkveld(&idahoconservation.org Thomas J. Budge/Bayer tj racineolson.com(C) Brian C. Collins/Bayer bcollins(cr�,consultbai.com Greg Meyer/Bayer gmeyerkconsultbai.com Kevin Higgins/Bayer khiggins(&energystrat.com Neal Townsend/Bayer ntownsend(a,energystrat.com (C) Ronald L. Williams/PIIC rwilliams(&hawleytroxell.com Brandon Helgeson/PIIC bhel eg sonkhawleytroxell.com Bradley Mullins/PIIC brmullins&mwanal)tics.com Val Steiner/PIIC val.steiner(&itafos.com Kyle Williams/PIIC williamskkbyui.edu PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 34 IPUC Data Request 34 Please identify how many Customer Service Representatives (CSR) are employed by the Company. Response to IPUC Data Request 34 There are currently 268 customer service representatives (CSR) employed by PacifiCorp. Recordholder: Staci Nixon Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 35 IPUC Data Request 35 Please list how many CSR's work in the Customer Service Call Center(s) and how many work remotely. Response to IPUC Data Request 35 There are 224 customer service representatives (CSR) working in the PacifiCorp's customer service call centers; 24 work remotely. Recordholder: Staci Nixon Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 36 IPUC Data Request 36 Please list the operating hours of the Customer Service Call Center(s). Response to IPUC Data Request 36 The operating hours of the customer service call center located in Portland, Oregon are 24 hours a day, seven days a week. The operating hours of the customer service call center located in West Valley, Utah are lam—9pm Monday through Friday and Sam—7 pm Saturdays. Closed on Sundays. Recordholder: Staci Nixon Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 37 IPUC Data Request 37 Please list the locations of the Customer Service Call Center(s). Response to IPUC Data Request 37 The two customer service call centers are located in West Valley City, Utah and in Portland, Oregon. Recordholder: Staci Nixon Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 38 IPUC Data Request 38 Please describe the initial (top tier menu) self-help options that are available to customers using the Company's Interactive Voice Response system. Please provide the utilization rate for each available option for the past three years and YTD 2024. Response to IPUC Data Request 38 The top tier menu self-help options available to customers using the Company's Interactive Voice Response system are: Report Power Outage, Check Account Balance, Make Payment, Payment Due Date Extension, Setup Equal Payment Plan, and Setup Time Payment Plan. For the utilization rate for each available option for the past three years and through June 2024, please refer to Attachment IPUC 38. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 39 IPUC Data Request 39 Please describe the self-help options that are available to customers using the Company's website. Please provide the utilization rate for each available option for the past three years and YTD 2024. What percentage of Idaho customers have established an online account? Response to IPUC Data Request 39 Please refer to Attachment IPUC 39. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 40 IPUC Data Request 40 Please provide the service level for the Customer Service Call Center(s)by month for each of the past three years and YTD 2024. "Service Level" is the percentage of calls answered within a certain number of seconds, e.g., 80%of calls answered within 60 seconds. Response to IPUC Data Request 40 Please refer to Attachment IPUC 40. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 41 IPUC Data Request 41 Please provide the number of incoming calls handled by the Customer Service Call Center(s)by month for each of the past three years and YTD 2024. Response to IPUC Data Request 41 Please refer to Attachment IPUC 41. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 42 IPUC Data Request 42 Please provide the number of abandoned calls to the Customer Service Call Center(s)by month for each of the past three years and YTD 2024. "Abandoned calls" are calls that reach the Company's incoming telephone system, but the calling parry terminates the call before speaking with a customer service representative. Response to IPUC Data Request 42 Please refer to Attachment IPUC 42. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 43 IPUC Data Request 43 Please provide the average speed of answer for the Customer Service Call Center(s) by month for each of the past three years and YTD 2024. "Average speed of answer" is the interval (typically measured in seconds)between when a call reaches the Company's incoming telephone system and when the call is picked up by a customer service representative. Response to IPUC Data Request 43 Please refer to Attachment IPUC 43. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 44 IPUC Data Request 44 Please provide the average handling time for the Customer Service Call Center(s) by month for each of the past three years and YTD 2024. "Average handling time" is the average amount of time (usually expressed in minutes) it takes for a customer service representative to talk with a customer plus and additional "off- line" time it takes to complete the transaction or fully resolve the customer's issue(s). Response to IPUC Data Request 44 Please refer to Attachment IPUC 44. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 45 IPUC Data Request 45 Please provide the first call resolution rate for the Customer Service Center(s)by month for each of the past three years and YTD 2024. "First call resolution rate" is the percentage of calls where the transaction, inquiry, or complaint is resolved upon initial contact with the Company. Response to IPUC Data Request 45 PacifiCorp does not track a first call resolution rate metric. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 46 IPUC Data Request 46 Please provide the average response time for email transactions for the Customer Service Call Center(s) by month for each of the past three years and YTD 2024. "Average response time" is the average number of hours from receipt of an e-mail by the Company to sending a substantive response; auto-response acknowledgements do not count as a substantive response. Response to IPUC Data Request 46 Please refer to Attachment IPUC 46. Recordholder: Amy Hoskins Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 47 IPUC Data Request 47 Please provide the Company's primary performance objective(s) for handling incoming calls. Response to IPUC Data Request 47 The Company's primary performance objective for handling incoming calls is 80 percent of calls answered in 30 seconds. Recordholder: Amy Hoskins Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 48 IPUC Data Request 48 What steps does the Company take if it fails to meet its performance objective(s)? Response to IPUC Data Request 48 The Company monitors performance of metrics and will take actions identified against factors that resulted in failure to meet objectives. For example: Not achieving call answer performance objectives due to staffing issues resulted in the Company increasing hiring classes and recruiting efforts to increase staffmg to a level needed to achieve that objective. Recordholder: Amy Hoskins Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 49 IPUC Data Request 49 Please explain the efforts put forth by the Company to promote Lend-A-Hand. Response to IPUC Data Request 49 The Company communicates Lend-A-Hand and energy assistance options for Idaho customers through news releases, bill inserts, website, social media posts, newsletters and call center representatives. Examples of these communications are provided below: http s://www.rockymountainpower.net/content/dgM/pcolp/documents/en/ro ckMo untainpower/my-account/bill- inserts/RMP_EAST_ID_FuelFund Envelope 2023.pdf https://www.rockymountainpower.net/content/dam/pcom/documents/en/ro ckvmo untainpower/my-account/bil l- inserts/RMP_SOUTHEAST_ID_FuelFund Envelope 2023.pdf hgps://www.rockymountainpower.net/my-account/pay ments/bill-payment- assistance.html https://www.rockymountainpower.net/about/newsroom/news-releases/lend-a- hand-this-winter-idaho.html 04/Rocky Mountain Power July i 2024 IPUC Data Request i • Rocky Mountain Power ID @RMP Idaho• Dec 15,2022 SAVE ON GIVING T AY Give the gift of a warm home to local families in need.Rocky Mountain Power will match your contribution to Energy Share of Wyoming and Lend A Hand in Utah and Idaho 2-for-1 up to an annual cap to help neighbors who fall on tough times.Leam more at rockymountainpower_net/assistance. 1 i 1 Rocky Mountain Power UT @RMPUtah•Nov 29,2022 Give the gft of a warm home to local families in need.Rocky Mountain Power will match your contribution to Energy Share of Wyoming and Lend A Hand in Utah and Idaho 2-for-1 to help neighbors who fall on tough times. Learn more at mckvmountainpower.net!=ssi�ta�ce. �!?ivingTuesaday Q - 1 PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 49 Recordholder: Heather Beery/Charity Spires Sponsor: PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 50 IPUC Data Request 50 Please provide the types of advertising (radio, tv, bill insert, welcome kit, etc.) conducted in Idaho to inform and educate customers about the following: (a) Energy assistance and bill payment options. (b) Winter Moratorium and the Winter Payment Plan. In addition, please provide copies of any written brochures or documents sent or otherwise provided to customers for each defined category listed in this question. Response to IPUC Data Request 50 The Company communicates energy assistance options to customers in Idaho through bill inserts/bill envelopes, newsletters, welcome mailings (to new customers) and its website. Links to materials are below: (a) Energy assistance and bill payment options: https://www.rockvmountainpower.net/content/dam/pcorp/documents/en/rock o untainpower/my-account/bill- inserts/RMP_ID_February Connect Newsletter 2022.pdf http s://www.rockvmountainpower.net/content/dam/pcom/documents/en/ro ckymo untainpower/my-account/bill- inserts/NOVEMBER 2023_Connect Newsletter RMP_ID.pdf http s://www.rockvmountainpower.net/content/dam/pcom/documents/en/ro ckymo untainpower/my-account/bil l- inserts/July 2024_Connect Newsletter RMP_ID.pdf http s://www.rockymountainp ower.net/content/dgM/pcolp/documents/en/ro ckymo untainpower/my-account/bill-inserts/RMP-billoptions-env-proof.pdf https://www.rockMountaiMower.net/ (see "Get help with bills" section) http s://www.rockvmountainpower.net/my-account/payments/bill-payment- assistance.html hgps:Hcsapps.rockymountainpower.net/idm/M-account/billing-options PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 50 https://csapps.rockymountainyower.net/idm/my-account/payments/payment- arran e ments https://www.rockymountainyower.net/my-account/billing-options/hi help html (b) Winter Moratorium and the Winter Payment Plan http s://www.rockymountainpower.net/content/dam/pcorp/documents/en/ro ckvmo untainpower/my-account/bil l- inserts/RMP ID ResidentialPricingInsert 6.5xll.125 NOV2023 PAC- 23052_FNL.pdf hqps://www.rockymountainpower.net/content/dam/pcop2/documents/en/ro ckvmo untainpower/communications- samples/RMP_Welcome_Aboard ID_Res_Packet.pdf Recordholder: Heather Beery/Charity Spires Sponsor: To Be Determined PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 51 IPUC Data Request 51 Please describe in detail the type of standard payment plans/arrangements the Company offers its customers. Response to IPUC Data Request 51 The Company offers both a Time Payment Plan and Equal Time Payment Plan to eligible customers for a period of one year. The Time Payment Plan allows customers to pay their current charges each month and 1/12 of the past due balance. The Equal Time Payment Plan allows for a levelized amount due each month comprised of an equalized monthly payment of arrears balance and the anticipated future monthly billing amount. Recordholder: Jason Hoffinan Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 52 IPUC Data Request 52 Did the Company make permanent its two alternative payment plan/arrangements offered(6-month and 12-month) to its customers during COVID-19? Please explain the answer. Response to IPUC Data Request 52 No. The Company has returned to the standard payment arrangement offerings. Recordholder: Staci Nixon Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 53 IPUC Data Request 53 For each of the past three winters (2021-2022, 2022-2023, and 2023-2024), how many participants were under Winter Moratorium each year? Of that amount, how many participants agreed to be placed on the Winter Payment Plan and how many were unable to meet their monthly payment? Response to IPUC Data Request 53 Please refer to Attachment IPUC 53. Recordholder: Lisa Dexheimer Sponsor: Andrew Lillie PAC-E-24-04/Rocky Mountain Power July 24, 2024 IPUC Data Request 54 IPUC Data Request 54 Meredith Direct on page 10 proposes to limit the base rate increase for all classes to be at or below 27%. Please explain and provide documentation showing how the Company determined the cap of 27%, and how the Company determined the allocation of base revenue increases exceeding the 27% cap among the classes that did not meet the cap. Response to IPUC Data Request 54 The 27 percent cap level recommended by the Company was based upon its judgment weighing the conflicting goals of moving customer classes closer to cost of service (COS) and minimizing rate shock. Please refer to the work papers supporting the direct testimony of Company witness, Robert M. Meredith, specifically file "ID GRC Blocking 2024.xlsx", tab "Pg I Exhibit 56 RATE SPREAD", cells M44 through P54. An adjustment factor of 1.63 percent was applied to each class's COS results while observing the cap and floor to spread any increases over 27 percent to other classes and achieve the target base revenue level. Recordholder: Robert Meredith Sponsor: Robert Meredith