20040624Responses of Avista to CAPAI Part III.pdf

VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
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JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNESS:
. RESPONDER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
J on Powell
Utility Strategies
[phone]
REQUEST:
Please provide all analyses that A VISTA has generated to predict the acquisition cost payback
time amongst your customers for weatherization/energy retrofits amongst your customers
broken-out into residential and low-income.
RESPONSE:
The Company s cost-effectiveness reporting to the External Energy Efficiency ("Triple- E"
board does not include a calculation of customer simple payback for either limited income or
non-limited income residential portfolios.
The Triple-E Reports, which were provided with Avista s response to CAP AI Data Request
Number 8, do include calculations of the "Participant Test"The Participant Test is a cost-
benefit ratio based upon the impact of the measure over the entire measure life. The Participant
Test is one of four industry "standard practice tests" commonly used to assess demand-side
management investments.
Avista does break the calculation of the Participant Test into a limited income and non-limited
income portfolio. Non-limited income residential programs are contained in the calculation of
the non-limited income portfolio but are not separated from commercial and industrial measures.
The Triple-E Reports do provide a separate assessment of non-limited income energy savings
incentives, non-energy benefits and assigned utility costs for ten customer segments, including
limited income and non-limited income residential measures.
It should be noted that since there is no participant cost (the participant being the limited income
customer) that the Participant Test cost-benefit analysis will be infinite. However, other standard
practice tests, such as the Utility Cost Test (UCT) or Total Resource Cost (TRC) tests will
provide an assessment from the perspective of the utility cost of acquisition and the overall
(customer and utility) cost of acquisition, respectively.
When reviewing the Triple-E Reports it is necessary to review an absolute minimum of one full
year to avoid fluctuations in results based solely upon time lags in reporting from the community
action agencies. Additionally, changes in markets targeted by the community action agencies
can also significantly influence these results over time.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREP ARED:
WITNES S:
RESPONDER:
D EP AR TJ\1ENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please explain the criteria the Company uses to assess, on an ongoing basis, the cost-
effectiveness of its current credit and collection activities.
RESPONSE:
A vista conducts its credit and collection activities under the guidelines of the Customer
Relations Rules for Gas, Electric and Water Public Utilities (IDAPA 31.21.01). Avista
has not conducted specific cost versus benefit analysis of the Company s current credit
and collection activities, however, comparative customer accounts and customer service
FERC Form 1 cost information shows A vista to be at the Industry average and
comparable to other regional utilities.
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VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
A VU - E-O4-0 1 / A VU -O4-0 1
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPONDER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
Please provide any written assessment, evaluation, report or other written document of
any nature that discusses the cost-effectiveness of the Company s current credit and
collection activities.
RESPONSE:
Please see Avista s response to CAP AI Data Request No. 18.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNES S
RESPONDER:
DEPARTMENT:
TELEPH ONE:
06/21/2004
Don Kopczynski
Renee Webb
lanning/Anal ysis
[phone]
REQUEST:
Please provide the per-customer cost of each of the following residential activities:
Disconnection of service for nonpayment;
The negotiation of a deferred payment arrangement (i., any negotiated
arrangement to pay past due bills over time);
Issuance of a written disconnect notice;
The reconnection of service;
A field collection visit;
A field visit to deliver a personal or written disconnect notice;
A telephone reminder of nonpayment.
RESPONSE:
A vista is compiling the infonnation needed to respond to this question and expects to provide a
response on or before June 30, 2004.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
A VU - E-O4-0 1 / A VU -O4-0 1
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
06/16/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please provide any written manual, operating procedures, staff training materials, or other
written document of any nature that describes or implements the Company s deferred
payment plans.
RESPONSE:
Please see Avista s response to CAP AI data request number 28 (for written information
regarding Avista Six-Step Payment Arrangement Guidelines). Please also see the
attached Credit & Collection Guidelines - Part 2 (for written information outlining
Customer Service Rep. procedures after a delinquent notice has been mailed).
Additionally, please see the attached write-up (entitled Payment Arrangements and
Payment Plans) which provides written infonnation for Avista s CSR's about entering
arrangements into A vista s Customer Service System data base.
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CAP AI Data Request No, 29 _Attachment-
Payment Arrangements and Payment Plans
Payment Arraneements
D CSS adds a 3 business day 'grace period" behind the scenes to the Due Date
on all payment arrangement types exce(2!Suspend Until and Override Due
Date,
D CSS considers arrangement kept if at least 900/0 of the expected payment
was met.
The Due Date entered on Short Term and Balance In Full arrangements
needs to be a date before the estimated next past due date.
Long Term Arrangements are shown on the bill as: Payment Amount Due,
Short Term Arrangements are not displayed on the bill.
D On arrangements with more than one step, if payments are received earlier
than the computer expects, the payment may be credited towards the first
installment even though it was intended for the second installment.
Arrangements are deleted if they are not met.
Payment arrangements are deleted when a close is entered, Arrangements
need to be added onto the pending close order,
Short Tenn Arrangement Tvpes
Short Term
Balance in Full
Long Term Arrangement Tvpes
Current Bill Plus
Levelized
Short Term
Need to input a specific amount(s) on a specific date(s).
The Due Dates entered need to be 7 calendar days apart on open accounts
14 days apart on closed accounts,
The amount covered in the Short Term arrangement(s) needs to cover the full
amount shown in the "Balance Due" field on the window, or be used in
conjunction with a Long Term arrangement.
The "Balance Due" field displays any past due balance plus any balance
owing on the deposit. It does not include the amount of the current bill until it
is past due,
The "Balance Due" field will automatically take out the amount of a promised
grant.
Short Term arrangements do not print on the bill.
D A payment arrangement "confirmation letter" can be provided automatically
from this window,
CAP AI Data Request No, 29 _Attachment-
Balance Full By
0 A Balance In Full arrangement is entered by itself. It is not used in
conjunction with any other arrangement type.
The balance C55 expects to be paid includes the entire balance on the
account if the current charges are past due. If the current charges are
not past due it looks for payment of the past due balances.
Current Bill Plus
May be used alone or in conjunction with a Short Term arrangement.
This arranqement starts with the next bill.*** So, CSS will not expect a
payment until the NEXT estimated past due date
If a payment is required prior to the next bill's past due date, a Short Term
arrangement must be added,
0 When adding a Short Term and a Current Bill Plus, watch the dates. If the
due date for the Short Term is close to the Estimated Next Past Due Date,
the computer will expect both payments in a short period of time.
Example: Total account balance = $263,67, The Estim.ated Next Past
Due Date is 6-03, You format arrangements for $200 due 6-, then
Current Bill plus $63,67. CSS will look for a payment of $200 to be made
on 6-03 (plus the 3 day grace period) and the balance of $63,67 plus the
new bill on 6-03 (plus the 3 day grace period), Is this realistic for your
customer?
0 When using this arrangement type, be sure to include the current char~
in your calculation and not just the past due balance, If the current
charges are not included in the balance being addressed in the "Plus" part
of the arrangement, then the arrangement will go out longer than you
intended.
Current Bill Plus is satisfied once the account reaches a zero balance,
Levelized
The Levelized payment amount is the average bill amount plus 1/12 of the full
account balance,
May be used alone or in conjunction with a Short Term arrangement.
This arranQement starts with the next bill.So, CSS will not expect a
payment until the NEXT estimated past due date.
If a payment is required prior to the next bill's past due date, a Short Term
arrangement must be added,
0 When adding a Short Term and a Levelized , watch the dates, If the due
date for the Short Term is close to the Estimated Next Past Due Date, the
computer will expect both payments in a short period of time,
This arrangement will stay on until the account balance is less than the
Levelized amount.
CAP AI Data Request No, 29 _Attachment-
Suspend U ntit
Used to hold collections on the account to the date specified on the
arrangement.
The Suspend Until date is pre-filled depending on credit code, The pre-
filled date is 90 business days for CC3 accounts. All other credit codes
are given up to 15 days, Please adjust this date to the date you and the
customer agreed upon,
Available for residential accounts only, Commercial accounts are not
eligible for Suspend Until.
There is not a 3 days grace period added to the date input on this
arrangement. The customer must contact us or the payment must post by
the date given,
Once an action card has been produced , the Suspend Until is no longer
available. If you need to hold the account, you would need to choose
another payment arrangement option.
Preferred Pay Day
If the original due date does not work for the customer, we may add a new
due date which is between the original due date and the next read date,
Do not enter a PPD between the regular read date and the regular past due
date.
If the preferred pay date is entered with an arrangement and the arrangement
is broken , then the PPD is deleted,
If the PPD is entered without an arrangement, the PPD stays on until
manually deleted,
Temporary Payment Plan
The CARES representatives primarily use the Payment Plan options,
CSS adds a 3 business day 'grace period" behind the scenes to the Due Date on
all Payment Plan types of arrangements,
Any dollar amount can be entered,
Enter the monthly payment amount due and the end date of the plan-
maximum end date is six months from the date entered,
Plan starts with the next month's bill.
ill Moratorium
Available for Idaho accounts from December 1 st through February 28th yearly,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please provide all studies, analyses, memos workpapers, or written documents of any
nature that disaggregate the source of bad debt to the Company by the following:a, By customer class;b, By geography (e,g" zip code, census block, etc,) (for residential bad debt);c, By socio-economic status of the customer (for residential bad debt);d, By LIHEAP (the federal Low-Income Energy Home Assistance Program) vs,
non-LIHEAP customer (for residential bad debt),
RESPONSE:
The Company has no studies, analyses, memos workpapers, or written documents that
disaggregates the source of bad debt by the classifications outlined in the question above,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU - E-O4-0 1 / A VU -O4-0 1
CAP AI
Data Request
D ATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please provide all studies, analyses, memos workpapers, or written documents of any
nature that disaggregate the source of arrears to the Company by the following:a, By customer class;b, By geography (e,, zip code, census block, etc,) (for residential bad debt);c, By socio-economic status of the customer (for residential bad debt);d, By LIHEAP (the federal Low-Income Energy Home Assistance Program) vs,
non-LIHEAP customer (for residential bad debt),
RESPONSE:
The Company has no studies, analyses, memos workpapers, or written documents that
disaggregates the source of arrears by the classifications outlined in the question above,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please provide all "collectibility studies" performed by the Company within the past three
years, For purposes of this request, a "collectibility study" is a study which disaggregates
customers into sub-classes and predicts or projects, based on an empirical review, the
percent of billed revenue that will be collected from each sub-class, Please provide such
studies whether or not the Company happens to call them "collectibility studies,
RESPONSE:
The Company has performed no such studies,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
REQUEST:
DATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
Please provide a single copy of any study within the possession or control of the
Company that considers or calculates:
the cost to the Company of nonpayment by residential customers;
the cost to the Company imposed by low-income residential customers;
the cost to the Company of credit and collection activities engaged in by the
Company,
RESPONSE:
The Company has no such studies.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
REQUEST:
Please provide any study, report, memo or other written document of any nature in the
possession or control of the Company, whether or not of Company customers, that
considers, evaluates or discusses the relationship between residential payment-troubles
and low-income status, Separately provide any such study, memo, report or other written
document that examines these relationships for Company customers,
RESPONSE:
The Company has no such studies, reports, memos or other written documents,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
REQUEST:
Idaho
A VU-O4-01 / A VU-O4-
CAP AI
Data Request
DATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
06/21/2004
Don Kopczynski
DJ Spooner
Customer Service
[phone]
Please provide any study, memo or written document of any nature in the possession or
control of the Company, that considers, evaluates or otherwise discusses the relationship
between payment troubles and:
Level of customer consumption;
Income of customer s household,
RESPONSE:
The Company has no such studies, memos or other written documents,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-01l A VU-O4-
CAP AI
Audit Data Request
DATE PREPARED:
WITNESS:
RESPOND ER:
DEP ARTMENT:
TELEPHONE:
6/21/2004
Don Kopczynski
McCabeIKonsonlas
Customer Service
(509) 495- 7979
REQUEST:
Please provide any and all program manuals and other written program descriptions detailing the
operation of the company s outreach program for the federally funded Low Income Energy
Assistance Program (LIHEAP) or other program directed toward providing assistance to low-
income households,
RESPONSE:
A vista does not maintain program manuals or written program descriptions detailing outreach
efforts for the federally funded Low Income Energy Assistance Program (LIHEAP) or other
program directed toward providing assistance to low-income households,
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO,
Idaho
A VU-O4-0l/ A VU-O4-
CAP AI
Audit Data Request
DATE PREPARED:
WITNES S
RESPONDER:
DEPARTMENT:
TELEPHONE:
6/21/2004
Don Kopczynski
McCabe/W ebb
Customer Service
[phone]
REQUEST:
Please provide all studies, analyses, memos, workpapers, or written documents of any nature
examining the extent of accounts receivable associated with LIHEAP recipients who are
Company customers,
RESPONSE:
A vista has conducted no studies, analyses, etc, examining the extent of accounts receivable
associated with LIHEAP recipients who are Company customers,