200405056th 7th Responses of Avista to Staff.pdf

Avista Corp.
1411 East Mission PO Box 3727
Spokane, Washington 99220-3727
Telephone [phone]
Toll Free 800-727-9170
RECEIVED
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May 4, 2004
!DIdO f;UBLIC
UTlL (nES COMt11SSIOH
Idaho Public Utilities Commission
472 W. Washington St.
Boise, ID 83720-0074
1\ttn: Scott Woodbury
Deputy 1\ttomey General
Re:Sixth and Seventh Production Request of the Commission Staff
in Case Nos. 1\ VU-04-01 and 1\ VU-04-
Mr. Woodbury,
I have attached an original and three copies of 1\vista s response to Staff Data Request
No(s). 195, 196 223 and 223 CONFIDENTIi\L. This completes 1\vista s responses to
Staffs Sixth Production Request.
If you have any questions, please call me at [phone].
'\:::L ~
Mike Fi
Rate i\nal yst
Enclosures
Copy: Conley Ward (Potlatch)
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
AVU-O4-01 / AVU-O4-
IPUC
Data Request
Staff 195
Di\TEPREPi\RED:
WITNESS:
RESPONDER:
D EP AA TMENT:
TELEPHONE:
05/0312004
Don Kopczynski
DJ Spooner
Customer Svs. Mgr
[phone]
REQUEST:
Please explain why the Company was not able to meet its established service level goal in the
years 2001 and 2003.
RESPONSE:
Increased call volumes associated with electric and natural gas rate increases and additional
customers, limited the Company s ability to achieve previously established service level goals
based on then-current staffing levels.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
Ci\SE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU-O4-01 / A VU-O4-
IPUC
Data Request
Staff 196
i\ TE PREP i\RED:
WITNESS:
RESPONDER:
DEPAATMENT:
TELEPHONE:
05/0112004
Don Kopczynski
Nancy Holmes
Cust. Service Mgr.
[phone]
REQUEST:
Please explain why the Company established its target service level to answer 70% of calls
within 60 seconds.
RESPONSE:
Please see the Company s response to Staff DR. No. 195. By taking into account our staffing
levels, that target service level was set in an effort provide goals for our Customer Service
Representatives (CSR's) and still continue to provide quality customer service. Overall
customer satisfaction results have not been impacted negatively. Moreover, starting in October
2002 and continuing into 2003, the Company s CSR complement has been increased and
response time is increasing.
A VISTA CORPORATION
RESPO NSE TO REQUEST FOR INFO RMA TI 0 N
JURISDICTION:
Ci\SE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU-O4-01 / A VU-O4-
IPUC
Data Request
Staff 223
DATE PREPi\RED:
WITNESS:
RESPONDER:
D EP AA TMENT :
TELEPHONE:
05/0412004
Don Falkner
i\dam Munson
Finance
[phone]
REQUEST:
The Company s response to Production Request No. 109 indicates that Tom Matthews
severance was charged "below the line" to non-utility operations. Please provide the
accounting entries so that Staff can verify the Company s response.
RESPONSE:
Please see the summary pages provided with i\vista s response number 223(C).
They are summary pages of severance packages expensed in November 2000 and the related
journal. Response 223(C) contains TRADE SECRET or CONFIDENTIAL information and is
separately filed under IDAPA 31.01.01 , Rule 067, and Section 9-340D, Idaho Code.