20071012Avista to Staff 1-19.pdf

Avista Corp.
1411 East Mission PO Box 3727
Spokane, Washington 99220-3727
Telephone [phone]
Toll Free 800-727-9170
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October 11 , 2007
Jean Jewell, Secretary
State of Idaho
Idaho Public Utilities Commission
Statehouse
Boise, ID 83720
Re: Avista s Case No. A VU-07-
Dear Ms. Jewell:
Pursuant to IDAP A 31.01.01.229 , enclosed for filing are an original and three (3) copies
of Avista s response to "First Production Request of the Commission Staff to Avista
Corporation" dated October 10, 2007.
Any questions regarding this filing should be directed to Mike Broemeling at (509) 495-
8590 or myself at [phone].
Sincerely,
Linda Gervais
Senior Regulatory Analyst
State and Federal Regulation
A vista Utilities
509-495-4975
linda. gervais(2iJ,avistacorp. com
cc: Bev Barker
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10/04/2007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Is the remote disconnect / reconnect pilot directed to residential customers only?
RESPONSE:
No. Primarily the pilot will include residential customers, however it may include any customer
that is served with a 200 amp services that have had multiple disconnects, are located in rural
areas , or otherwise occupy premises where the Avista employee may be "at risk"
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10/04/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
What is the specific criteria the Company will use to select participants for the pilot program?
For example, does the Company intent to target customers whose payments are routinely past
due, customers who have been assessed multiple field collection charges, and/or customers who
have been disconnected multiple times?
RESPONSE:
Customers selected for the pilot would include customers with 200 amp services that have had
multiple disconnects, are located in rural areas, or otherwise occupy premises where the A vista
employee may be "at risk" for manually performing disconnects and/or reconnects.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10/04/2007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
Please define "multiple disconnects" and "located in a rural area" as referenced on page 4 of the
Application? Will customers located in a rural area who have good credit with the Company be
selected for the pilot?
RESPONSE:
Multiple disconnects include customers that have been disconnected two or more times in the
last three years. Rural areas are typically defined as those areas outside the city limits of
Lewiston, Moscow and Coeur d' Alene, Idaho.
Customers with good credit, even in a rural area, do not meet the specific criteria as detailed in
PR 2 , and therefore would not be included in the pilot.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10/04/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
Please provide examples of situations where an "A vista employee may be 'at risk'" as stated on
page 4 of the Application.
RESPONSE:
Examples of situation where an A vista employee may be at risk include:
Customers that have threatened to harm A vista employees or A vista property;
Customer locations where there is danger from animals; and
Customer locations that have difficult access.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10/04/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Does the Company intend to provide written notice to the customers selected for this pilot? If so
please provide a copy of the notice.
RESPONSE:
Yes. Please see STAFF _Attachment A, which is the door hanger that will be left behind at
the time the servicemen installs the sleeve and disconnects the service. This door hanger will be
provided in brightly colored paper.
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VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
1010412007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
How and at what point will the written notice be provided? For example, will the notice be
provided by mail before or after the device has been installed?
RESPONSE:
A written notice will either be given to the customer at the time the sleeve is installed, or left at
the property in a case where the customer is not home.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10104/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Does the Company intend to verify personal contact information for all the customers in the
pilot?
RESPONSE:
A vista Customer Service Representatives continually verify contact information each time there
is contact with a customer. In addition, the written notice referred to in Production Request No.
will ask customer to call A vista in order to update their contact information.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
1010412007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
D EP AR TMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
There appear to be actions the customer needs to take once service is restored. What type of
education will the Company provide to be sure customers understand what they need to do to
complete reconnection of service?
RESPONSE:
Customer Service Representatives will educate the customers about the reset button during their
call regarding restoring the service. There will also be education in the notice given to the
customer when the sleeve is initially installed.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10104/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
The remote disconnect equipment literature provided with the Company s application indicates
that a manual reset switch is optional. Why has the Company opted to use the manual reset
switch?
RESPONSE:
The manual reset provides a safer situation (i.e. the customer had left something cooking on the
stove, or left on a space heater prior to disconnect) for customers as they can determine when the
power comes back on.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
1010412007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
What is the failure rate for the devices the Company anticipates using?
RESPONSE:
The devices being used in this pilot are a new technology in the industry so there is not much
information yet. The failure rate will be tracked during the pilot.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10104/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEPARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
What action will the Company take if the device does fail, i., disconnect or reconnect cannot be
performed remotely?
RESPONSE:
If the device were to fail , a collection employee would be dispatched to the location to perform
the disconnect or reconnect.
VIST A CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10104/2007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Please provide the unit cost for both the Nighthawk and TW ACS remote disconnect equipment.
RESPONSE:
The cost of the Nighthawk equipment is $270 per unit and the cost ofthe TW ACS equipment is
$130 per unit.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
1010412007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
What is the estimated total cost of the pilot program?
RESPONSE:
The estimated total cost ofthe pilot program is $104 000.
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10104/2007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
Will the customer be able to distinguish whether his power is off due to the remote
disconnection, a general power outage, or a blown fuseltripped circuit breaker? Is there an
indicator light on the remote switch collar that can serve this function? Could there be? Does
this impact the cost of the units?
RESPONSE:
No. The customer will not be able to distinguish whether his power is off due to the remote
disconnect, a general power outage, or a blown fuse/tripped circuit breaker. There is not an
indicator light on the device that can serve that function. Customers will receive notices prior to
disconnection and will receive notification regarding the sleeve at the time of the first
termination. In addition, customers can contact A vista at any time regarding the status of their
servIce.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10104/2007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
The door hanger left by the Company when it disconnects in person is a very handy source of the
information needed to restore service, especially for those who tend to misplace mailed notices.
Would it be possible to provide a sticker or magnet that can be mounted, essentially
permanently, on the circuit panel or meter base that has the number to call to get this
information?
RESPONSE:
Yes. The Company will do this.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
1010412007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
The proposed procedures eliminate the opportunity for the customer to pay the bill to the service
representative to avoid disconnection. Will participants in the pilot program have near-by pay
stations andlor other means of paying the bill to adequately replace this in-person visit?
RESPONSE:
Customers can make payments by phone including a direct debit to their checking account, credit
card or debit card. Avista Customers can also pay at pay stations. We have approximately 30
pay stations in our Idaho service territory.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
Idaho
10/0412007
A VU-07-
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
REQUEST:
What is the anticipated maximum interval between customer satisfaction of conditions
necessary to restore service and actual service restoration for a participant in the pilot program
and how would that compare to a customer not participating in the pilot program.
RESPONSE:
Restoration of a pilot participant is anticipated to be complete in just minutes during normal
working conditions. Restoration for customers not participating is the same as it would be
currently, which takes scheduling and drive time into consideration.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
1010412007
A VU - E-07 -
IPUC
Production Request
WITNESS:
TITLE:
RESPONDER:
TITLE:
DEPARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Please describe any differences between the notice process used for participants and used for
non-participants. If available, a process flowchart comparing the process for participants and
non-participants would be appreciated.
RESPONSE:
The notice process will not change from the Company s current noticing process other than at
the time of disconnect (once the sleeve has been installed) a company representative will not be
on the property to leave notice on the door.
VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
DATE PREPARED:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.
REQUEST:
Idaho
10104/2007
A VU-07-
IPUC
Production Request
WITNES S
TITLE:
RESPONDER:
TITLE:
DEP ARTMENT:
TELEPHONE:
Steve Plewman
Manager, Gas & Electric Design
Mike Broemeling
Manager, Customer Service
Customer Service
[phone]
Please clarify which steps in the process diagrams attached to the application will be
electronically automated and require no human action, which are human initiated or require
minor human contributions, but are primarily accomplished andlor transmitted electronically,
and those that are substantially dependent upon human or non-electronic efforts.
RESPONSE:
Please see Staff PR 19-Attachment A.
Staff PR 19-Attachment A
Disconnect Process Under Pilot Program
Disconnect Order
InCSS
-non pay
-non app
Send to Advantex
Print at Credit
Dispatcher to
process
Order Auto
Dispatched
wirelessly to
Collector
Send Disconnect
through TWACS
Software or Page
Normal Shutoff
Drive to Location
Knock on Door
Leave Notice
Disconnect Meter
Seal Meter Base
Manually
Complete order in
CSS
Completes
Advantex Order
which
Automatically
updates CSS
End End
Leaend
Manual (Current) Process
Automated Process Page 1
Staff PR 19-Attachment A
Reconnect Process Under Pilot Program
Customer Calls for
Reconnect
CSR Creates
Reconnect Order
(After 7pm
Turned On Next Day)
24 hr CSR
Processes Order --m-No-----m-Yes--Credit Dispatcher
Processes Order
Do reconnect
through TWACS
Software or Pager
Yes
Reconnect
Drive to Location
Reconnect Meter
Seal Meter Base
Customer Arms
meter to finish
reconnect process
Leaend
Completes
Advantex Order
which
Automatically
updates CSS
Manually
Complete order in
CSS
Automated Process
Page 2
Manual (Current) Process