20080604AVU to Staff 7-8, 20-22, 28, etc.pdf

Avista Corp.
1411 East Mission P.O. Box 3727
Spokane. Washington 99220-0500
Telephone [phone]
Toll Free 800-727-9170
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AVISTA.
Corp.
1\'', \n~ 09
1U~~ jUH-4
June 3, 2008
Idaho Public Utilties Commission
472 W. Washington St.
Boise, il 83720-0074
Attn: Scott Woodbur
Deputy Attorney General
Re: Production Request of the Commission Staff in Case Nos. A VU-E-08-01 and
AVU-G-08-01
Dear Mr. Woodbur,
Enclosed are an original and thee copies of Avista's responses to IPUC Staffs production
requests in the above referenced docket. Included in ths mailing are Avista's responses to
production requests 007-008, 020-022, 028, 032-034, 036-045, 047-049, 051-061, 063, 065-066,
068, 079 and 110. The electronic versions of the responses were emailed on 6/03/08 and are
also being provided in electronic format on the CDs included in this mailing.
If there are any questions regarding the enclosed information, please contact me at (509) 495-
8620 or via e-mail atpat.ehrbar~avistacorp.com
Sincerely,Q~~
Patrck Ehrbar
Regulatory Analyst
Enclosures
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 / A VU-G-08-01
IPUC
Production Request
Staff-007
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/30/08
Elizabeth Andrews
Patrck Ehrbar
State & Federal Reg.
[phone]
Please provide a list of all expense reports for sales and management personnel for 2007.
RESPONSE:
A listing of all sales and management personnel for 2007 was provided to IPUC staff durng their
site visit May 16-20. Expense reports for identified persònnel wil be provided upon fuer
request of staff.
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff-008
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/30/2008
Elizabeth Andrews
Jeane Pluth
State & Federal Reg.
[phone]
REQUEST:
Please provide a list showing a sumar of all other consultants and attorneys (interal and
external) who performed servces for Avista or who were paid by Avista for 2007. For all
attorneys, show servces performed, amounts paid, and accounts charged. If services were
performed in support of a docketed federalstate court or regulatory agency action, please identify
the case name, case number and jursdiction.
RESPONSE:
Consultants:
StafCPR _ 008-Attachment A includes detail of all charges recorded to Expenditue Type
020-Professional Services in 2007.
Attorneys:
StafCPR _ 008-Attachment B includes detail of all charges recorded to Expenditue Type
005-Legal Servces in 2007. A general description of the work performed for Avista follows:
Allen & McLane - Provides counsel on a varety ofHR issues.
Davis Wright Tremaine LLP - Provides counsel on hydro relicensing issues.
Dewey Ballantine - Reviews and assists in the preparation of Avista's filings with the
Securties and Exchange Commission (10-K, 10-Q, 8-K, S-3, etc.) to ensure compliance
with laws and regulations.
Dorsey & Whtney - Defense counsel for shareholder litigation against A vista and other
litigation arsing out of the 2000-2001 energy crisis.
Garlington Looo & Robinson - Provides counsel on a Montana streambed issues.
Heller Ehran - Primar counsel to the Company with respect to commercial transactions;
also handles miscellaneous commercial litigation.
Morrson & Foerster - Represents Avista on a varety of matters involving litigation arsing
out of the 2000-2001 energy crisis.
Openheimer Wolfe & Donnelly - Provides counsel on a varety ofHR issues.
Paine Hamblin Coffn Brooke & Miler - Local counsel providing general
litigation
support on a varety of corporate matters.
Redgrave Daley Ragan & Wagner - Provides counsel on record retention and electronic
discover.
Stoel Rives - Counsel to the Company on general corporate issues.
Thelan Reid & Priest - Provides counsel on a varety ofHR and compensation issues.
.
.
.
Response to Staff Request No. 008
Page 2
Van Ness Feldman - FERC counsel providing representation on a varety of matters,
including western power market issues, ruemakgs, etc
West Payment Center - Payment center for Westlaw legal research.
Winston & Strawn LLP - Provides counsel on hydro relicensing issues.
Staff PR 008-Attachment C includes detail of direct labor charges for Avista's internal legal staff
for 2007.
.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -020
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczyski
Kathy Nitteberg
Supply Chain Manager
[phone]
Please provide copies of all biling inserts for 2007. Indicate the states where they were sent.
Please provide a schedule showing the amount and account numbers charged for all costs to
produce, print, and distrbute insers.
RESPONSE:
Please see the attached "StafCPR_020-Attachment A.pdl'.
The Company works with an outside vendor, the following is the pricing matrx recently finalized
with National Color Graphics for our print communications. Although it is not noted below, the
paper for Buck Slips is based on 24# and all other is based on 20#. The prices include freight to
NapaCA.
Avista Pricing Guide
#1-a Buck Slip - White paper
One color black - Two sided
Quantitv Item Total
5M Buck Slip 1/1 $240.00
10M Buck Slip 1/1 $292,00
25M Buck SliD 1/1 $405,00
50M Buck SliD 1/1 $562,00
75M Buck Slip 1/1 $725.00
100M Buck Slip 1/1 $899.00
200M Buck Slip 1/1 $1,543.00
300M Buck Slip 1/1 $2,146.00
400M Buck SliD 1/1 $2,708.00
Avista Pricing Guide
#1-b Buck Slip - Pastel paper
One color black - Two sided
Quantitv Item Total
5M Buck Slip 1/1 $254,00
10M Buck Slip 1/1 $290.00
25M Buck SliD 1/1 $428.00
50M Buck SliD 1/1 $616.00
75M Buck Slip 1/1 $818,00
100M Buck Slip 1/1 $1,024.00
200M Buck SliD 1/1 $1,805,00
300M Buck SliD 1/1 $2,495,00
400M Buck Slip 1/1 $3,155,00
Avista Pricing Guide
#2-a Buck Slip - White paper
dOne color black - Sinole side
Quantity Item Total
5M Buck Slip 1/0 $193.00
10M Buck Slip 1/0 $237.00
25M Buck Slip 1/0 $349.00
50M Buck Slip 1/0 $531,00
75M Buck Slip 1/0 $685.00
100M Buck Slip 1/0 $839,00
200M Buck Slip 1/0 $1,406,00
300M Buck Slip 1/0 $1,893.00
400M Buck Slip 1/0 $2,388.00
Avista Pricing Guide
#2-b Buck Slip - Pastel paper
One color black - Two sided
Quantity Item Total
5M Buck Slip 1/0 $207.00
10M Buck Slip 1/0 $241.00
25M Buck Slip 1/0 $363,00
50M Buck Slip 1/0 $579.00
75M Buck Slip 1/0 $730.00
100M Buck Slip 1/0 $957,00
200M Buck Slip 1/0 $1,632.00
300M Buck SliD 1/0 $2,254.00
400M Buck Slip 1/0 $2,862.00
.
.
.
Avista Pricing Guide
#3-4 81/2 X 71/2 - Colored paper
Black ink - Two sided - Folds in half
Quantity Item Total
5M 8 1/2 X 7 1/2 - 1/1 $403.00
10M 81/2X71/2-1/1 $481,00
25M 81/2 X 71/2 - 1/1 $703.00
50M 8 1/2 X 71/2 - 1/1 $1,080,00
75M 8 1/2 X 7 1/2 - 1/1 $1,521.00
100M 81/2 X 71/2 - 1/1 $1,808,00
200M 8 1/2 X 7 1/2 - 1/1 $3,168.00
300M 81/2 X 71/2 -1/1 $4,498.00
400M 81/2 X 7 1/2 - 1/1 $5,796.00
Avista Pricing Guide
#5 8 1/2 X 11- White paper
One color black - Two sided
Folds in thirds
Quantity Item Total
5M 8 1/2 X 11 - 1/1 $339,00
10M 81/2 X 11 - 1/1 $425.00
25M 81/2 X 11 - 1/1 $739.00
50M 81/2 X 11 - 1/1 $1,193.00
75M 81/2X11-1/1 $1,672.00
100M 81/2X 11 -1/1 $2,025,00
200M 8 1/2 X 11 - 1/1 $3,621,00
300M 8 1/2 X 11 - 1/1 $5,297,00
400M 81/2 X 11 - 1/1 $6,958,00
Price quote 2/21/08 Prices can vary according to paper prices and freight.
Prices includes freight
Avista Pricing Guide
#9-12 81/2 X 14- White paper - Black inkT S'd d 0 bl II If Idwoi e -ou e para e 0
Quantitv Item Total
5M 8 1/2 X 14 - 1/1 $418.00
10M 81/2 X 14 -1/1 $575,00
25M 81/2X14-1/1 $928,00
50M 81/2X14-1/1 $1,656.00
75M 81/2 X 14 - 1/1 $2,217,00
100M 8 1/2 X 14 - 1/1 $2,842.00
200M 81/2X14-1/1 $5,214.00
300M 81/2X14-1/1 $7,507.00
400M 8 1/2 X 14 - 1/1 $9,652.00
Avista Pricing Guide
81/2 X 11- White paper - Two
#6-#8 color
Two sided - folds in thirds
Quantity Item Total
5M 8 1/2 X 11 - 2/2 $547.00
10M 81/2 X 11 - 2/2 $629.00
25M 8 1/2 X 11 - 2/2 $893.00
50M 8 1/2 X 11 - 2/2 $1,382.00
75M 8 1/2 X 11 - 2/2 $1,881.00
100M 81/2 X 11 - 2/2 $2,414.00
200M 8 1/2 X 11 - 2/2 $4,049,00
300M 8 1/2 X 11 - 2/2 $5,787.00
400M 81/2 X 11 - 2/2 $7,556,00
Price quote 2121/08 Prices can vary according to paper prices and freight.
Prices includes freight
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IsrA
Utilities
connections.
energy $aver
¡Jani' u. aryI ..~--
Make a New Year's
Energy Resolution
r onsiderthese ideas
for
v starting the New Year off
on the right foot.
. -I willchangeniyheatng system
filters regularly,
· I wil learn how to program my
clock thermostat
- I wil completeanonllne energy
audit at ww.avistautilites.com
· I wil replace at least one
incandescentlghtwíth a Compact
Fluorescent Ught.
- I wil install a clock thermostat if I
don't already have one.
· I wil have my heating system
cleaned and tuned up.
- I wil buy ËnetgyStar appliances
that save money for years to come.
· I wil try using public transportation
or consider car pooling options.
¡connect with us)
Toll-teePhoßu: (800) 2Z1-9187
Web Site: ww.avistuûlities.com.Mailng Addres 1411 E. Mi~ion
PI) Boii312
Spokane. WA !1
E-mail: AskAvistt9AvistUtilities.com
BruceFGlsl)m leads Development
of Ne.w Program Strategies
N ewfor 2007, Avista Utilities has. launched a new Demand Response
Initiative, which will build on the company's
nearly 3Q-year legacy of innovative
energy effciency programs and customer
advocacy, The initiative wil be led by Bruce
Folsom, newly appointed senior manager of
demand side management.
The new Demand Response Initiative is a
multi-faceted approach to energy effciency
thatwiU offer Avista electnc and natural gas
custoniersanexpanded array of options to
help them more effectively manage their energ. The new Î!utiatvewhl also support Avista's
fôCu$ori least"costrèoureeplanning and delayed capital constction.
UndertheDemand Response Initiative; AviSa willmaintainitscurrentfocus on it
award-winning energy effciency programs for limited income,residential, commercial and
industral customers while assessing and implementing expanded options. Avista recently
launched a new Renewable Generation Initiative which provides incentives to partcipating
Avist custoers who generate their own
electricity using wind,sölar or an anaerobic
digester,
Scott Morris, Avist Utilities president,
said the new Demand Response Initiative
wil focus on innovative program delivery,
custmer advocacy through education and
information, resource acquisition through
least-cost demand response programs, and
operational effciencies within the electric
and natural gas trnsmission and distribution
systems,
"A vista is well-known for its innovative
approaches to delivering energy efficiency
programs that help our customers get
more value for their energy dollar," Morris
said. "To the future, DSM wil grow in both
scope and strategic signifcance and Wil
becomepartof an enterprise- wide reSource
planning strategy while cQntinuing to beat
the forefrontof leading customer advocacy,
We're fortnate to have a proven innovator
like Bruce Folsom to lead this effort.
StafCPR_020-Attachment A.pdf
Connecting you with your
hometown utlity
o Leading the Way
Towards an Energy
Efficient Future
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Page 2 0144
January 2007
Washington/Idaho
Donate to
Project
Share
inter is the time of yearwhen
Project Share is needèd most You
may have friends, family or neighbors
that are strggling to pay the high costs
of heating their homes and that is where
Project Share can help.
One hundred percent of your donation,
whether on your Avista Utilities bil. by
separate check, or gif, goes to helping
those in need. Avista sends the donations
directly to community agencies who then
distribute the funds, based upon need,
MaybeYQu knowsomeoneWhohas been
helped by ProjectShare. Give the gift of
warmth this Winter and enjoy the warmth
of showing you care,
r connections 1_ J
. safety first
Home Health
Care Safety for01
Customers "Wth
Speciall\1edical
Equipment during
Outages
H.omehealth careisa blessingJ that allows loved onesto be
cared for in the comfort and privacy
of their homes, Inorderto do this
safely, customers and famíly must
be aware of specialrequireinents
that are essential to avoid an
unexpected health emergency
during an electrical outage.
.You are responsible to
make ¡irovisi mis for a
sec em clary source of
powe.r to operata medica!
equipment during an
emergency oitiage.
.
Avista strives to provide uninterrupted
electrical service; however, we
cannot guarantee that electric servce
wil not be interrupted by storms,
accidents, or other urioreseen
equipment failure,
Lf you have special medical
equipmentin your home dependent
on electricìtýto operate, you are
responsible to make provisions for
a secondary sourCe of power to
operate such medical equipment
during an emergency outage. All such
customers, with or without on-site
backup, should also have a plan in
place for an expedited change of
location to a hospital with on~site
generation that can properly care
forthe patient's medical needs until
power is restored.
As always, customerswith
Questions or needing advice can
speak with a specially trained Avista
CARES representative toll-free at
[phone] for more information,
StafCPR_020-Attachment A.pdf Page 3 of 44
~~L\ vista Develops Innovative
Outage IVlanagement Technology
Powe, Restoration Times Great!y Improved
W.' hen a recent windstorm ripped through the Inland Northwest. it knocked down trees,damaged homes and left more than 20 thousand customers without power. But despite
the widespread outages and difficult conditions, 90 percent of our customers were restored
in the first 12 hours and all the remaining
customers were backon within three days.
Avista crewswere able to cut as much as 24
hours off typical restoratíon times. .
This remarkable performance is the result
of years of effort performed by teams of
Avista1s dispatch, planning, engineering and
softare design personneL, The company is
the firsttÇl develop an outage management
tool that representsthe electric system
geographically as well as electncally
to analyze outages. The system guides
restoratiorieffort in a highly efficient
manner, sending crews to the most effective
locationswith the proper equlpm ent for a
specifc job.
Avista spent several years logging each and
every customer into the softare system.
Every customer location is linked to the nearest transformer; power line, substation and
other important elements ofthe electrical system. Dispatchers, using accurate graphical
displays based on aerial photos and satellite tracking, can see instantly where service
crews are located and send them where they will dothe most good.
The system is continually being improved. Newtechnology is added as it becomes
aiiailable and business practices are ada pted to make sure that Avista customers receive
the most reliable service possible.
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Dispatchers, using accurate graphical
displays based tmaeda! piiGtos and
Såtellte tlacking, can see iristarry
where service êrews are located
and send them where they wil do
the most good,
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e It's the Little Things
r. hey
say it's the little things that
make your house a home. And in
to day's competitive real estate market,
homebuyerscouldn't agree more.
Natural gas isa lot of things to a iot
of people, but above all else, having
natural gas appliances wil add the
ambiance and comforthomebuyers are
looking for by offering benefits most
consumers preter.
Sure, natural gas is a very effcient
way to heat your home. butthats not
why peòple love it Natural gas is so
much more! It's the opportunity to cQokwith the pinpoint heating accuracy that gourmet
chefs insist on. It' a cozy fireatthe flick of a switch. It's the gift of cleaner air for future
generations. It's the promise that, no matter how many people showered before, there's a
very good chance you wil have hot water too.
It's the piece otmind that comes wit wearing pants fresh from the dryer and not worrying
about a rogue sock clinging to the backside. It's the freedom to customize your home with
any number of appliances that use natural gas and the convenience of having a fuel supply
that comes rightto your home and never needs refillng, To learn more about the benefits of
natural gas, call or visit us at www.avistautilities.com
.
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_ Yes, I wanttohelpby pledgiiigaiton'flycontnbuton
for the amount Indicated bèlow.l understand that
my pledglfwilbeadded .anditemîzedeach month
on my utility staternentas,arerninder.
_$2 _$5 _$10 $-
_ Yes. I want to heclp by makjnga onetime
contributiolil'nienclosingdacliedklQr$~ i
payablè.tò.PròJétt.$ha.rê;
Name
Address.
State
Zip
Day Phone
Signature' .
UtIlt Acunt Number.,.." .-. .'.'.: _. .
Pleaseiæse tlisfoni~llh¥our neX utillt påymeit. If ¡iu'r;iiåklri a pledge,
p~aUow 4- weeksforyoii contrIbon amouilOappeon yourstteeft
.
StafCPR_020-Attachment A.pdf
Corurecting you with your
hometown utility
Page 5 of 44
February 2007
Washington/IdahoV'S711
Utilities
connections.
energy $aver
Don't Touch That Dial!
.
urhouse woiltwarm up
any faster if you raise the
thermostat setting. When your
heating system is on, it runs at
the same rate regardless of the
temperature settng.
"I \lalentine",s"'~'\ Oq~ Jr/
.
! con nee t with us I
Toll-Free Phone: [phone]
Web Site: ww.avÎstautlities.com
Mailing Addres: 1411 EMision
POBIl3nJ
Spohne. WA '9923121
E~mail: AskAVÍ~AvìstUtilites.com
A Helping Hand
One Tiling's For Sure About Our
Community, Where Tiiere'saNeed.
Neighbors Stand Readv to Pitch In,
T. ake Project Share, for
example.
During the last heating season
alone, Project Share's contributors
hc.!pad 5,847 fommcs vvithân average
assistance grant of $160. We did our
part by adding $565,000 to the funds
donated by our customers in 2006.
The program provides households in Washington, Idaho and Oregon with one-'time
emergency energy assiStance. Helping familes keep warm is Project Share's only goal, so
recipients can heat their homes with any type offuel- including natual gas, electricity,
propane, wood and coal- and they don't have to be Avista customers.
If you're a Project Share contributor, thank you for reaching outto your neighbors. And if
you're not, we invi you to join a wortwhile cause,
Donate to Pl'ìeci. Share
I:veryone of us knows someone who could use a helping hand,
l.especially atthistimeofyear. And when you give to Ptojeqt
Share, you can. be suteevery pennyofyoiir donation helps those in
need. Whether you contribute on your Avist Utiljties bill or by separate
check(mail toP,Q, 80x3727, Spokane, WA,99220-3727), we'll send the full
amountdirectlyto the communit action agenciesthatdistribdte the funds to our
community'smostvulnerablefreinbers. ShoW you care. Give to Project Share.
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l\1ake Your'Toice Heard
Did Vou K¡¡ow That Avist.. Has 10 Have a License
to Operate Our Hydroelectric Projects on the
Spokane River?
The license tells us how to run the dams, and what
I protecton, mitigation and enhancementmeasures
we should take to address any effect on the river. The
Federal Energy Regulatory Commission (FERC)first
granted tht license in 1972, and it expires this year.
As part of the relicensing process, we're collaborating
wìth local governments. tribes, resource agencies,
interest groups, recreationalists and individual citizens
like you, And we'd like to know what you think.
FERC's public comment period runs until March 6.
You'll find instructions for submitting your thoughts
to FERC - and lots of other information about
Spokane River relicensing - on our Web site, ww.
avistautilities.com/resources/relicensinglspokane,
(connectionsl.Et¡el'¡V Savin!! Iiiis
Did You Know About
Hair of \Vhat You Soend
on Energy Goes Tov~rard
Heating and Cooling'!
O.nce you consider
that, you realize
when it comes to saving energy,
the thermostat is your central front
So tr these simple suggestions to
cut down on your energy usage:
· This time of year, set your
thermostat at or below 68 degrees.
(Setting your theriostatthreê
degrees lower inwiritercan reduce
your bil by about 10 percent.;
· When summer comes around, set
your air conditioner at 78 degrees,
(Each degree over 70 saves
approximately 3 percent on your
cooling bil.)
Besidesthe thermostat, another
area to look into is yòurwindows.
They can allow heat and cold in when
you wantjustthe opposite. To keep
the energy transfer through your
winrlowstoaminimum:
· Instll double-paned or plastc
covered windows.
· Rope seal between upper and
lower windows in the winter,
(This stil allows youto open your
windows in the summer,)
· Put in cellular window coverings,
which insulate wit air po;ckets.
And remember, the more cells. the
betterthe insulation.
You can also supplement your heatng
effort by making use of an abundant
and fre source of energy provided by
nature: the sun. To do it just let1he sun
shine in through sout-facing window,
and then close your drapes and blinds
at night
Fomore ìnoraton and more tips.
please go to ww.avisutlitescom.
.
.
StafCPR_020-Attchment A.pdf Page 6 of 44
ø Ne"i Release
You've Seen it on T\l" NOVtl it~s on DV'D.
"
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Since October. Avista. energy expert Christine
McCabe and KREM 2's Tom
Sherry have been helping
Nortwest Cable News
viewers learn how to getthe
most value for their energy
dollars,
And although "The Power
to Conserve," a series of
SO-minute specials, ends its
run this month,the program
wilUiveon-on DVD.
Community action agencies
and other service providers
throughout Avista'sservice
territory wil have a supply
ofthe DVDs-which cover
everything from ceilng fans
to tree placement- on
hand to use for conservation Avista energy expert Christine McCabe ami KREIV ZS
education and training. Tom Sherry, hosts ot "The PO\Nerto Conserve"
If you'd like to review Tom and Christne's energy saving ideas for yourself. please visit our
Web site (ww.avistautilities.com).
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(S
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Y~ou or someone you know may be ableto save tax money through the Earned
- Income Tax Credit. The following may
qualìf,though certain restictions apply:
. Familes with One child who earned
fass thlU1S22,CO~ . in 23.DS( Ot less than
$34,001 for:iT'arned workers I may be
eligible fora credit of up tô $2,747.
· Famileswithtwo ormore children who
eärnéd lessthan $36,348 in 2006 (or less
thanS38,348 for married workers) may
be eligible for a credit of up to $4,536.
. Workers witout a qualifying child who
earned less than $12,120 in 2006 (or less
than $14,120 for married workers) may
be eligible for a credit of up to $412.
Forfreetax preparation help, call (888)
227-66 or go to www.irs.usas.gov.
You can also dial (877) 211-WASH and ask
for the free tax site nearest you.
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Saiie tax moneythmuglt the Earned
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.1
WASHINGTON · IDAHO
MARD7
Turn On the Savings
With the flip of a switch, you
could be saving energy aU
over your house. A compact
fluorescent lightbulb (CFLI
uses about a third as much
eleccity to generate the
same amount of Iightas a
stndard incandescent bulb.
And, because it creates
much less heat, a eFL lasts
up to 10 times longer than a
standard bulb. So next time
one of your bulbs bums out,
swap it for a CF and switèh
on the savings.
connect with us
Toll-Free Phne: (800l227-9187
Web Site: ww.avitautilti.com
Mailing Address: 1411 E. Mission
PO Box 3727
Spokane, WA 99220-3727
E-mail: AskAVÍta4iAvistUtifiÔès.com
StafCPR_020-Atlchment A.pdf Page 7 of 44
AUW¿¡\ir iSTA'~
.connec ns
I~ lIit?
19 ·
Wit spring upon us, you're probably
planning some home project.
811.
But before you do anything else, remember to
"Call Before You Dig" at least two days in advance,
Later this spring, a new national 811 number wil
debut toeliminätethe confusion of multiple "Call
13eforeYou Dig" numbers.ltseasyto usèand
remember, and it's the same ill every state.
As with the current "Call13eforeYou Dig" services,
yoUr call wil prompt someone to locate and mark
the underground lines for you - for free.
KnoWing where lines are buried helps protéCt
you from injury and expense. The depth of utilit
lines varies and multiple utility lines may exist in
the same area. Damage tö these lines can disrupt
servce to an entire neighborhood. cause you harm.
and cost you money ih fines and repaire.enses.
So take a minute to call first.
Even afer 811 launches, you can stil use
the following 800 numbers.
Washington State: 1-800-424-5555
Idaho Counties:
Benewah, Shoshone
Bonner,. Boundary
Clearwter
Idaho, LeWis, Nez Perce
Kootenai
1-800-398-3285
i:-80Q-626-4950
1 ~800~553-4344
1-800-342-1585
1.;800-428-950
connections.
Meet Scott
Morris
.
You may have heard that
Gary Ely, Avista's CEO,
announced his retirement as
of December 31,2007. He
started his career in Avista's
engineering department in
1967. and he's worked in
just about every area of the
company since.
EIy's designated
replacement, Scott
Morris, has a similarly
long and varied history
with the company. He's
been with us for more
than 25 years, working
in marketing, customer
service. constructon and
as the general manager of
our Oregon territory. With all
that experience behind him,
you can count on Morris to
maíntain the same level of
reliable service you've come
to expect from Avista.
And you'll find him hard at
work in the community, too,
serving on the boards of
Providence Health Care and
Gonzaga University, among
many others,
He's a Gonzaga University
graduate, witha master's
În organizationalleadershíp.
Morris and his wife, Liz, have
four children.
.
StafCPR_020-Attachment A.pdf Page 8 of 44
What Does It All
Mean?
In February, the WaShington
Uti.lities and Transportation
Commission approved Avista's
requést for a natural gas
decoupling mecnanism.
You're probably not the only one
to wonder, "What is decoupling? 1/
So here's a quick overview.
Decoupling really just means
"separating." And in this case,
we're separating the fixed costs of our natural gas system - the pipes,
labor and that sort of thing - from the cost of the natural gas we
purchase to serve you. We don't own natural gas fields. so when you turn
on the stove to boil water for a cup of tea or fire up the furnace to warm
your hOuse on a chily day, you're using natural. gas we've purchased from
someone else,
With the decoupling mechanism in place, we can stil recover our fixed
costs even when you use less natural gas. And that encourages us to
encourage you to conserve - something we really believe in.
So keep an eye out for even more programs to help you manage
your natural gas use. You'll see our current programs on our Web site,
ww.avistautitites.cm.
Even Avocado
Appliances Get Old
After a While
When you've been around for more
than a century ~ as Avista has - once
in a while it's a good idea to update your
look, We recently spent some time
thinking about that. and this month's
issue of "connections" incorporates a
few design changes we hope you like.
We've tned to make the newsÎetter
cleaner and easier to read, keeping
the articles short and focused on the
topics that interest you most, like
energy saving tips.
We welcome your feedback. E-mail
us at askavistal§avistutilities.com
with "connections" in the subject
field, or enclose a note with your
payment. Thank you!
StafCPR_020-Attachment A.pdf
More Bang for your Buck-A-Block
.l. uck-A-Block - A Wind Power-.fferig from Avista Utilities
Avi Ules is nool CJ optinal ra b' curs ci to supprt ai :r\ re enei 8. bl cors lhe preum to pu 300 ki
(k)of iM po Th co is in adil to noal rà an go ditowælhe
purc of lo ge \W pom 1h S1 Bi Center ai1h Was
Orn boer
Page 9 of 44
Your dollar goes
a lot farter when supporting wind-
. generated electricity through Avista's Buck-A-Block
program.
Now you can purchase one block of wind for just òne buck
and receive 300 kilowatt hours of energy (up from 55).
That's five times mOTe energyl
(One block of wind power a montis equÎ\alent J
to the same amount of carbon dioxide (COJ tht
is produced by drÎ\ing 1.0 miles in a car,
see other side for details; --
: Signing up is easy...
. 1. Deide ho may blo of poer you'd Oketo purcas.
2. CaI1-822-9187orsi up oninatww.avis.cni.
3. Orfil in thsfon and rern itwi your nex bil pat.
( DYí. es. !I.
watosu.pp. .. de. '.. . .ofwi polh )Avi Ul Bu-AIJ.
Sign ll up fo _ blo per mon
. NATo pël in th \lun pr. te us ho nmy
bIyod ik to pu. You ca si up lO on
bl fo on do ea molh or fo as mæy bki
as yo ike. Cu mo lh 2.30 aime
ha chos to su vM po at an av of .
fi do a rr. Ju on ortw doar a rr . CI
he ol enlm an supo..d . AVl ELIC AcNfNUpo debp
Fo mo in an to li "ferll asked
questions' on this offering, visit
W'.avitautliti.com,
ADDR
STATZI
. &MAl (0F
. OAYlME PH
.
EVIN POO (OlNA)
.
.
.
WASHINGTON. IDAHO
APR 07
Analyze This,
Is your home costing you
money? We can help you make
sure you're as efficient as you
can be. AV¡$ta's Horne Energy
Audit wil tell you how to
get more out of your heating
and cooling systms, identify
which appliances use the most
energy, outliOè the savings
you could realize by replacing
your existng applianCès
with .energy'effe¡~nt models,
and give you a look at home
improvemert projects with
built-in energy savings.
it's all on our Web site,
www.allístautilities.com.
connect with us
Toß,Free Phone: [phone]
Web Sie: ww.avtautiltiescom
MamngAddres: 1411 E. Mission
PO Bo 3727
Spokane. WA 9922Q.727
E-mil: AskvìstaOAvlstaLJcii.Je.com
StafCPR_020-Attachment A.pdf Page 10 of 44
Âl~,- igiu' ..~it~
connections
The Great Things
ut Natural Gas
You can't beat natural gas for clean,
efficient, economical energy.
Natural gas get things coi: in your house fasterthan
other fuels. And did you know natural gas heating
systems and appriances offer the highest
total energy efficiency?
If you useriatural gas, you're doing
your bit for the Earth, too. That's
because natural gas is the
cleanest burning fossil fuel;
the only byproduets of
combustion are carbon
dioxide and water vapor.
Professional chefs go for natural gas
because of its instantaneous heat
and precise temperature control. You
can get the same benefits in your own
kitchen. too.
If you have Matural gas seNìce toyour
horne. you're already enjoying
these and many other
benefits. And if you don't
let's talk more. You cancaJl
us at [phone] to
getadditonal information
about gas availabilit to
your home or business.
connections.
Meter Safety?
Check..Ah. spring! Time to compile
your list of yard work chores.
Can we ask you to add
one more item?
Take a look around your
meter. It should be accessible
to Avista personnel incase
of an emergency. so it would
help if you could trm any
shrubs and other plants
nearby. And keeping dirt and
debris away from your meter
'Nil prèvel1tcorrosicn.
While we're in the
neighborhood, here are a
couple of safety tips about
your electric or natural gas
meter: don't put metal
objects on or against it, never
stand on the meter ortie your
pets to it, and avoid hitng
the meter with your car - or
anything else, for that matter,
These simple steps wil help
keep you safe. And when
you're safe. we all win..
StafCPR_ 020-Attachment A.pdf Page 11 of44
Don't Have an
Identity Crisis.
You should always be
alert to scams and
attempts to steal your
personal information.
To help you avoid becoming
a victim, we thought
you'd like to know a bit
about Avista's standard
business practices,
We do occasionally call or e-mail customers, howèver. we never ask for any
type of confidential information like Social Security number, banking information
or driver's license number. If someone contacts you about your account and ít
sems suspicious to you, end the call or ignore thee-mail message, and call us
at [phone]. Our customer service
representatives can tell you if the call or
e-mail message was valid.
When we're out in the field, Avista
employees usually wearÄvista apparel
and drive Avista vehicles, And we carry
Avista photo 10 badges; you can ask to
see our badges at any time.
You Said It.
A COUple of months agp, wetold
you about our relicensing process
on the SpokaneRiiier. The Federal
Energy Regulatory Commision
(FERC) - which determineS
how we run our dams and what
measures we take to address any
impacts on the river - gathered
public comments about proposed
libense conditions through March 6.
A number of you expressed your
desire to establish new minimum
flows at the Post Falls dam and
to keep the waer flowing in
downtown Spokane. And of course everyone wants to protect water quafity.
We'Ve included aU these concetnsin our license proposaL, and FERC is now
reviewing your comments. FERC wil also incorporate mandatory condítions
from federal and state agencies before our new license can be issued,
There's more informatìon about relicensing on our Web site,
www.avistautilities.com/resources/relicensing/spokane.
"- "\"t / ,,~ ""; "'!~ '" ' '" "' M 2,," \'" :; ~~"' " ~"\ ,11' 1~"::
;1)" co'rlii'i:h::,j..ing" ~òa wHl1 '~'i.oilir"th'øm:ètowa tU'i'lt,:yi,"¡";,'" ~, "'- ,~" ~" "'~ :: ( , ji I x
.
Extra Large General SeWlc-ÖR_020-AttachmentA.Pdf
Rate Schedule 121 .
Monthly Rate
$319.59 inum charge, plus
$0.54431 penheimfor th fit 500 tI51.13299 per thrm for the next 500 thnn
51.06746 perthenn for th next9,oothers
$1.02593 perthrm for th uext 15,000 tI$1.0145& pertherforal additionál ths
Minimum cbarge is: $319.59. plus iheadjustmenlSfrin scbedul.155.
156 an 191, unless a ligbr minimum ls reire uner contrct to cover
special cooditioll.
.
Example:
If you used 26,000 th of gas, your bil would be cálculai lîketh:MìnUlchare = $319.59
SO~54431 x 500 thenns $27215
S 1.3299 x 500 therms $566,50
S1.06746 x 9.ooth $9,60.14
51.02593 x 15,00 thenn = $15.388.95
$1.01458 x 1,00 therm ~ ll
Tota chate forsetve $27.168.!H
Above rates include the effects of the folowig scedues:
Schedul 155 tGos Rare Adjusment)SÒ,()66211the
~ 156 (1'rciUle åa Ccst .~t . Wahingtonl SO.i09581
SchEdi 191 (Piiblli Puroses Rûkt Adustmnt; SO.Ol9981wmli
Exmple forMi1:mum Use Customer (uss than
500 rhenns per month)
1£ you had used 40 then of gas. your bil would heCld
as follows:
Miiii clie for us ofle iI S() tb = $319.59
Schdule 121 tite pe ther:
$ 0.248$4 X 40 thers $99.42
Sched 155 mte pe ihen:$ 0.06621. X 400 tberm $26.48
Sched 156 mte per t1enn:
$ 0.20958 X 400 Ùlers = $83,83
Schad 191 me per th$ 0.01998 X 40 tl a.Totii Chage for serce $537.3 1
Customers served under Schedul 101 an 111 ar eligible fur serve
uner either Scheule. 1fYQu tae service under eithr of thse Sched-
ules, and you bëlv6YOUlbil would be consierbly le by tag
seite unde me othr Schedue for an eOOm yea. pleae contat one of
our customer service repr=tauves at th offce shown un your bil.
Rate Schedules H2. 122, 131, 132, 146. and 148 ar avaiable. uner
contrlWt; to lige and exim-lige gas customers. They are not explaíed
here becau of their lited application.
WAGASJ0307/129000
.
How to Calculate
Natural Gås Bils for
Washington Customers
PLEE NOT
l(tIe days of serv stiwn on you bil ar fôr les thn 27 or
m(J ~ 3SdaJi,Y9rbl maY have ben prm1
II th _, thefolowln caêUtlcn canno be us 10 ca/Clate
ycurmonlhybil exa
If yo rn B dramati cfl" your blUing, up or down,pIá;s
contour ctrserv deprtent Immediatly. Enlnbltng
mayreuftli adjtmenl (bckmngorrt1inrJofyouraCèUTtup to
three yers.
Race effectve Navemr J. 200
Page 130f44Staff PR 020-Attachment A.pdfAbout Your Avista Utilties- Gãs General Service
Rates and Bil
.A;vi~ta Ub1ities provides rale schede informtion and an explantion ofbilg procdues to help our custmersundeiid how tbc. bills are cacute.
If you wish to calculai your montbly bil:
1. F"md tb nnmb oftlyouused th montb, Your bil shows tbemunde metg iníontion.
. Subiri your prvious meier ieadi fr your presetmeterredi.
. Muliiply tldier by tbe miû:or shwn fo your mete,
. Thsis. your use for the perod. Compute tbe charges for It
by usin ihe r; scedule shwn for your in on yo bil,
2. !'iid yoi ra scheduîi ths pal.Cl You bil ideti ti IllesÇedea met isbid.ui.
3; CoUlel! clies fo 'PUT US foIWwing tbesteQlI-Jiiifoyourra sch Fo you coVeen tbç en c,es
iùinclud tb efec ofSce 155 (Ga Ra.Adust).Sclûle 156 (Prcbas Ga Cost Adjustm - Wasgt) and
Sci 191 (Pbli Pus Ride Adjusat). Th raes fo the
schedle ar stated at l! end of each rale schedle whe applicale.
4, Af calculatig ile elarge for your ii ga use, figue and add any
city ii wbiel you pay on. ga. They alo ar ideed on yo
moly bilL.
Current Tax Rates
The ciiiI ta raleS in WashingtD towns to whih
Avista Uûltiesprovides naral gls ar:
AJay Heighf& 6. LaosseAlbion 6.0% LindAsoti 6.0% Mecal LaCbeii 14.75% OdessaChwelah 6.0% PalouseClarkston 6.0% PulmColfu 6.0% RitzvilleColvile 6.0% RosaaConell 5Jl% Spokae
De Park 6.0% SpraeGoldedale 6. StevenonKe Fal 6.% Wat
6;0%
6.0%
6.0%
6.1)%
6.0%
8.0%
6.0%
S.O%
6.38%
6.%
3.0%
6.0%
.Explanation of Terms
Baii~ Chaq¡e: ClIiors billed wOOr som ra schedules ar cooged
dee WhCl heps to pay th basic cost which are a natil pato! kiping
gas available tpall O\lcusl/et, Exles include metereng im hill-
ing oo li theDt pfmata¡¡coy eqwpmetoii your prese.
Th bas¿èhargl isad.inio the total ch iotyour us
MiUU Clq¡e: If a ra scledule Ustl a IimU cbwe wil
bil. at let tbat !lount eah month even ìfilè actu clarge fo rouU5
wer .1ess iltl amount. Thein cbge .lQ th baic char is
degned to hep pay bac cost pf keng gus aväable to you
Th: You nsof ga is biled in untsc¡d 1l!' Oneil
eqs th beting eapaiy of approxily l00,OOO1t.
Multifnctr: You gas meer ni gWl in cubic fee Th bea
capacity oia cubi fo of gas va depedi on wbatso we getitfrIn oi to bil YOIl only for th hea eatywbicb you geprvide.we usc a muio io cover cubic fee in tb. Thmuii vaes
with dierce in 1le gre of gas we ca provide to you.
.
Rate Schedule 101
Monthly Rate
$5.50 Basic Chae. plus
$ 1. 1 9008 per thnn
Example:
If yo. used 45 tJ of gas yo bil 'wou/ be a: li th:
Basc Charge '" $5.50
Sl.1900a x45 théri = ~
Ch fot 45 therms = $59.05
Above. rate include the efecl$ of tb follng iíbc;Scul 155 (Ga Rate Adjren) $O,0655/
Schdu 156 (Punha Ga eM A4UIIl - Wahingtoll) $1.20991/thni . . ..Sc 191 (PlUlic PùT0SIlRi A4usJ$O.02445/
Large General Service
Rate Schedule 111
Monthly Rate
$13 i.3 in cha. plu
$0.55755 per tbri for the fiS! 20 tlerm
$1.4605 pe thri Íot the nex.t 800tlen
$1.08052 per thri for al addtional tbrmMii chage is S 131.3. plus tb adjìiti ftm $cedulesiss. 156, and 191. unles a bigler iimis reui uide cOet to
cover splÙ condtions;
Ex If yo ll 124 lI of ga. you bi wo be ca Ii IbMinclie . $131.3
$0.55755 x 200 ther" $111.51$1.14605 It 800 thers" 5916.84
$1.08052 x 24t il = ~
Cbefar 124 th "'. $1.41UÒAbve rainlude the efec of ti toIWwí $Cdu:Schedue 155 (Gus Rate Adiat) $O.0ó51I.tllimri
S¡liedue 156 (Purc1i1s Ga ~t Adjnt . WushîgioiJ $O.!¡'~771tkrm
ScJule 191 (Publi Purll Ri A.) $O.0214l1therm
Empl for Min Usø CU$ionir (J. ii 200 thmrper month)
If you ha lì~d 175 thêt of gas yOUTbil would be calculatasfonows: .
MiUU tliefó use otles th 200 th .. Sla1.13
Sche 111 ra per tb$ 0,26186 X 175 tber
Selid 155 raiepe tlenn$ 0.06451 X 175 thér
Seh 156 rute per ti
$ 0.207 X 175 thers '" $36.71
Seh 191. ra pe ti
$ 0;02141 X 175 tI
Total Clge for. se
$45.83
$11.29
:W
$228,11
.
.c.wmpu:: StafCPR_020-Attchment A.pdf
If ypu used 260,000 Kwhs and had a demad of 65 K ws,
your bi would be calcued lie rJ;
$.05346 x 250,000 Kwhs = $13.365.00
$.04800 x 10;000 Kwhs = 480.00
Chae for 260,000 Kwhs $13,845,00Chare:or50Kws = 250.00
$3,00 x 15 (adtional Kws)= ~Chare for 65 Kws $ 295.00Totachare = $14,140,00
(Notie: Neither powerfadoraiustìt TiT pr voltage
discoun is present on thi sample biLL)
Schedu 59 (Resnti & Farm EngyRae Adjus)
$0:00523 creditlh.
SchedUl 9l( Public PurpoSès Ruer Adjusnt) $0.00133Ikh.
Schidu 93 (Temporary Power Cost SJrchå) $O,00604lh
Pumping Service
Resideiitul R1te Schedule 32
For servce thugh one mete fur water pump operaons,
including nec lightig and other equipment. at multiple
fam dwelgs or fas.
Monthy Charge ,
BasicChe $6.00, plus
$.0604 per Kwh for the fit 85 Kwh~ pe Kw of dem
$.06704 per Kwh for the next 80 Kwhs pe Kwof deman
but not more th 3,00 Kwhs
$.0425 per K\Y'h for adtional Kwhr
(Ann.ua Minîmum is $10.00per Kw öfth hig~t dem
estalihed in th currenryear endg with the November biling
cycle. Plus the number of kWh~ used nmes$.00128 r accounS
fôr tlie.efJectofScliedules 59,91, &93). IjTidewas
establihed thrig the year, the anuamiimumwilbe baed on
the highest deestabli1i dwgth most reèent yea
/wga demd.)
Exle:
If you usd 15,ooKwhs of electcity an ba a de of 90
Kws, you bil would becacuatelike th: .
F'irSt 85 Kwbs x 90Kws=7.6S0Kwhs to bID at step 1
N"ext 80 Kwhs x 90 Kws = 7,:t00 Kwhs (l 3,00 K.whs) to :
bil at Ste 2
Tota Kwhsusd 15,00
Mi Ste I use -7.650
Mius rnUI Step 2 use .:
Kwhs to bil at Step 3 ;: 4,350Basc Chge = $ 6.00
Ste 1: $.06704 x 7,650 Kwhs = $512.86
Step 2: $,06704 X 3,00 Kwhs = $201.2Ste 3: $.0425 x 4,350 Kwhs = ~
Chge for 15,00 Kwhs = $929.87
AlJe rrnesìnlud the efeet of th follwìg sche:
Sche 59 (Resnti & FannErrgy Rate Adjntmimt)
$O.00523creditlvh.
Schedule 91 (Pulic Purposes Rider Adjustmen)$O.D01l71kh.
Schedule 93 (Temporary Power Cost Surcharge) $O.OO534/kh.
lfyou liefu qustons, please cont a cumer servce
reprene at th offe shown on your bil
.
WAELRESl0307/188000
.
I
AboutYourAvi Uties Electrc Rate and Bil
Ea yea Avi Ut~provi mtschede inonna-
tion and an exlaaion of big prsto hep oucuom untahow.thbils ar cacu.
Ifyouwi.s tocacu you mony bi:
i.Fidtli. niu oflåwai hou (KWh), an ldowan
(Kws) if aplile you us tbismonth Your bil showsth un me inoron
. Subtr you prou me re frm you pre metere,
. Multiply !he dier by th multi shown for your
me,
. Th is your us for th peod Compute the char fot it by
using the ra schee shown for you mete on your bi
2. Fi your ra schede in rJ pahlet You bi ideties
the rate scedule eah mete is biled unde.
3. Compute th ches for you use, followin the stes outl
for you rat scedule. For you convenienc, the ene
chages aly incl th effec of Schedul 59 (Residential
& Fàr Energy Rate Adjustment), Schedu 91 (Pblc
Puses Ri Adjtmt), and Schede 93 (Tpo
Rae Adjstt). Th ra for thessculesar st at
th enaf eahra scule wbapplcale.
4, Af cacula th char fo yo e1 us, figman
add any city tax wlucl you pay on eleccity. They al .a
idtied on YOÙ mony bi
City TáXRateTh cu ta ras in Waslion to to wluch Avi
Utis prvide eleccity ar;
AlayHeigi 6% MedLaAlbon. 6% MiwoodAsti 6% NororCh 6% OaClai 6% OdesColax 6% OtelloColvi 6% PalouseDe Pa 6% PuFangtn 6% RitzvieKette Fals 6% RoSalaLi 6% Spo~La 6% SpguLind 6% SprdaeMa 6% Tea
PLEE NOTE
If the days of sere sbown on YolU biD ar for les ti 21 or m,!",
than 35 days, your bUl may have be prora In th case the foowi
c:culatons ca beused to cacite your montli bill exact. IfYOB
notice á dramatic chane in your bi op or dow plei çict our
customer $!ice depent imediatey. Eron¡ in.bil miiy rc in
lljustment (bm:kbl1ing or rend) ofyonr account np to tt yea.
Ra efectveNovemer 1. 2006
6%
6.5%
6%
6%
6%
6%
6%"
8%
6%
6%
6.38%
6%
6%
6%
Exlaon o£Terms . Siaff PR_o2o-AliachmenIA.pdb.. 1 S. .. . 'J - uenera ervice
Basie Charge: Customers biled under some rate scedules Residntil RaJ S hedid 12
are chared a fee which helps to pay the basc costs whih are a c, e, .' ..
nat par ofkeepig electrcity avaable to al our custoers. For g~er sece SUlied through oneme~, whiclus
~!~ in mete readg an big costs an the cost of use for multiple famy dwellgs, fa or outbug such as
iirig compy equimen on your premis. The basic shops or gares.chae is added ino th tota chare for your use. Monthy ChargeMitù Che: If a rae schede lis a mium Bas Che
cha we Wi bi at le that amount eah month even ü the Ener Che
actucbares for your use wer less th that amount The
ir ch,.~ ibe bi;~c chare, is design to help paybasc costs ofk.ping eleccit avalabi~ to you.
Kilowatt Hour (Kwh): The measre used to dete how
much eleccity is used.'Thekiciwat hour on your bi equal
the ra or speed of use (kiowat) x the lengt of ti (hour)electrcity was us On kioviiatt hou equs 1000 wat hours.
Bur.a 100 wa light bulb for te hours uses one kiowa
hou ofeleciy. R1Wg a 5000 wat (5 kiowat) dr for
two hour ties 10 kiowatt hou.
MuItictr: Eah eletr mete has it own mntifactr,
Meters whibcount ea kiowat hour have a multitor of 1.
Metes which count kílowal£li by tens have à muItior of
10. Other common multiactors ar 40, 120, and 24. Your bil
indicate tie multifacior for your meter.
Demad: Demd is anther word for the rate or spd at
which electrcity is us It is meaur in kilowatt (Kws), Most
rede accounts use electty at a low ra and do not have
demad metrs, Accoun which reui a high ra of ener at
ce ties are measured anc; biled for theideian(ko-
wat) as wel as for thei tota kiowat hour use. Geeray
speag, demand mete are preset on commrci and
indutral accoun only, IT dema is beig meaure and
chaed on an accoun it wil be clely slate on monthy bil
Resiit Serve
Rtte Schedule 1
Forserice suppli thugh one mete for domestic use
ínai invidual residence.
Monthy Charge
$550
$.04955
$.05978
$.07231Exle:
If yon used 1,450 kiowat hour of eleccity, your bil
would be cacuIa li ths:B~ Cbge = $ 5.50
$.04955 x 60 Kwhs= 29.73
$,Q5978ic700 . = 41.85
$,07231 x 150 = J.
Ch for 1,450 KWh$= $87.93
.. Above ratsil the.êctsofthfollowing sc~s;
Schule59(Resideal&: Far Enrgy Rae Adjustl1ient)
.$Q,00523creditlh.
Scheule 91 (Publi Purposes Rider A4just) $O,oo1271k
Sclie93 (Temprary Power Co Surharge)
Q-6oo k:vhs: $O.00446/J.:wh601-1,300 kwhs: $0.00668/h
over 1.00 kwhs: $O.a0938/J,:wh
.
.Basic Charge, plus
per Kwh for the fit 60 Kwhs
per Kwh for th next 700 Kwhs
pe Kwh for al additiona Kwhs
.
Page 15 of 44
$6.00
$.08319 pe Kwh for first 3,650 Kwh
$.07824 per Kwh for al addition Kwhs
Demand Charge
No chage for the fit 20 Kws
$350 pe Kw for al additional Kws
(Minum Charge is th den/and c/we, but not less tha $6.00
for sigle phae servce, an $13,10for 3-phae serve.)ExleIf you us 3700 Kwhsandha adeian 003 Kws, your
bil wod bet:culi th:BascCb =
$.08319x3650Kwh =
$.07824 x:50Kwhs =
Chfor 3700 Kwhs
$OJ)() x 20; Kws :: 00.00$3.50xl:3Kws = ~Che for 33Kws $ 45.50Tota cb for see = $359.05
Aboverai1clu th êJec of th follwig schedule:
Schedu 59 (Rsident &: Fan Enrg Ra Adjus)
$0.00523 credih.
SChedule 91 (Public Purposes RierAdju) $O,00180ih.
Schedu 93 (Temporary Power Cost Surcharge)$0.00867/kwh.
Large General Servu:e
Residiiti Rae Se.hedrde 22
For lage gene serc.supp1i though oqemet(
inson for m~le faiy dwel or far.
Monthy Che
EnerCh $.05346 per Kwh for fi 250,000 Kwh
$.04800 per Kwh for al additiona Kwbs
$ 6.00
303.64
_-3.21
$301,55
Demad Chae
$25.00 for fi SOKws or les
$3.00 pe Kw for ea additional Kw
Power FacorAfent
Wlcuto's kiwa deis 50 Kw or mor andcu~s ma1S IDrevekiòIt~et
forthmois in exce of48pece of the Kw de
~ wi pay $.50 føtearevekioyoampeof exce.Thretiekiovolt aideandmaybedeedby
peeitJyinst intiiieD orpeódrets.
Prti Voltge Dicount
$.ZQ perKwifSecetsat 11 lt (wyegr or lîgh
(Minim Chage is $250,00,)
(Contnued on revers.)
.
L',Au.. ~ õoi v",i~ei Ul ~i:,.I'U;8tff_PR_020-Altachmenl A.pdf
NO.Iz-Residentil Rate Schedule 25
For ext-large custOmers supplied through one meter
intaaton for a demand of 3.00 K va or more. Customer must
sign a contract to pay a mium anua bil amount for at leat
five (5) yeas. The contrct wil spec a limit on both fied
energy an ded.
Monthy Charge
EnergyCbe $.0400 pe Kwh for fist 500,000 Kwh
$.04006 pe Kwh for al additiona Kwhs
.
Demad Che
$9,Ooo.DOJor fist 3,000 Kva or less
$2.75 pei'Kva for each additional Kva
Prary Voltae Dicount
$ _20 pe I(vaifserice is at 11le (wye grun) or hígh
(lniChare is$9,ODO.oo)
AnualMi: $520,160.00 plus .$0.0074 pe Kwh usd
Aboe rates include ri efects of the folkJwig schdu:
Schedue 91 (Pulic Puroses Ridr Adjustmnt) $O.OO087/kh.
Schedule 93 lTemporary PowerC()st Surcharge) $O.00387/kh.
Pug Serve
N01I~Resuentul Rate $chedule 31
For serice usd for water pumpg or wat effuent
opeons inludg necessar lightig and other eqme
Monthy Clige
$6.00 Bllc Chge, plus
$.7227 per Kwh for the fit 85 Kwhs per Kw of ded
$,07227 per Kwh for the next 80 Kwhs peKW of demand
but not more th 3,000 Kwhs
$.05348 pe Kwh for additiona K whs
(An Minùnum is $10.00 per Kw of the highest demnd
established in the curren year enng with th November billing
cycl. Plus the number of kWh's used times $.00651 r accounts
for the effect of Schedus 91 & 93). lfno de was est
lìsdurg the year, ri an mini wül be baed on the
highet de eslihed durig.tJ mgSt Tecentyea hag adem)Exle:
Hyou use 15,00 Kwhs ofeleci: an ha aded of90
Kws, yòurliil would be cacúat li th:
Firt 85 KwbS ~ 90 Kws :: 7;650 Kwh to bill at Step 1
Nex.80 Kwbs x: 90 Kws.:: 7.200 K.wb (l 3.00 Kwbs).to
bil at8lep 2
Thta Kwbs used 1$,00Mi Step 1 us .:7,650
Mi nium Ste 2 us .:
I(wh to bil at Step 3 = 4,350
Basic Ch = $ 6.00
Step 1: $.07227x 7,650 Kwbs = $ 552.86
Step 2: $.07227 x. 3,00 Kwhs :: $ 216.81
Step 3:. $,05348 x: 4,350 Kwhs :: $ 232.64
Charge for 15,000 Kwhs = $1.008.31
Above rares inlurl effects of rlfoUowing schedule
ScheiJule 91 (PuhlioPurposes RidrAdjut)$O.OO117/kh.
Schedi 93 (Temrar Power eO$! Siu1wrge) $Q.0053411.:wh.
lfyou haejù qustan, pleas con acusr servce
rereenta at th offce shown on your bill
WAELNON/Q307121800
.
About Your Avi Utities Elecc Rate and BiU
Ea yea Avita Utitiesptovira sclleinori-
ûOIand an exlîon ôfbigpr to help our
CUoin mitahow thei bis ar ca
Hyou wito caculat you mont bil
1. En th iiøfldowalhous (Kwhs),an kiowat
(Kws) if apcable, you us th mont Your bil showsthm un meg inoron
· Sut your previou me reg frm your pr merre
. Multiply the dice by th multior shown for yourme
. Th is your use for th peod Compte th chge for it by
usg th rate scede shown for your me on you bi,
2. Fin your ra sce in ths pamphlt You bil ider.
th ra sce eah me isbi under
3. Co th ch for your us fonowig th st outled
for you rate schede. For yo conven th ener
char al inud the effec of Schedu 91 (Plic
Puse Rider Adjunt), and Sche 93 (Tempra
Rate Adjustment): The ra for the scl ar sta at
the end of eah rate schedule where aplile.
4. Af clÙcuat th cha for you elc use, fiou an
ad any city taes whích you pay on elecci, They al ar
idti onyou month bil
OtyTa Rate$
Thecut ta ra in Washinon town to which Avi
Uli prVide eleccit at:AiyHe 6% MedclÙ LakA1bîoJl6% Milwoim.A 6% ;NOr¡l.Chwela 6% OâeClaiii 6% Od~ 6% OlloCólVi1e 6% Paloui:èePak 6% PiFllii 6% RitzvieKette Pal 6% RosaLa 6% SpokiLa 6% SpreLid 6% SprgdaleMai 6% Tekoa
6%
6.5%
6%
6%
6%
6%
6%
8%
6%
6%
6.38%
6%
6%
6%
PLEE NOTE
It th days of. serce sIWI on yo bil ar for le lh;l 27 or min
lhn 35 days your bi ma bae.bee promwL In lhis ca t1efolowigc;cuoneinnot be l,sed to eilcu yonrmontbly bi exy. lfyol1
nonee. dratl clin your bimg, up or dow plea contct oureiwmerselt dcpen imed. Errrs in lnllng may ret in
adjw;lment (backlllig or rend of your accunt up to the years
Rate e.etveJanua 1. 200
EXpiant.on OJ ierms StafCPR_020-Attachm~ntA.pdfLage béneral :serve Page 17 of 44
Basc CJie: Cnom bill un~.some ~ scbeulesar Non-Residentû Ro Schedu 21
ched a fee. which helps to pay the bas costs which ar a natu . . . . '..~_
par ofkêeping elecit availe to al our custome. Exles . F,0rlargegenerisercesuppleduiuughonemetinclud meter reding and bilg costs and the cost of inaig inatOIL
compy eqpment on your premise. The basc che is.aded in Monthy Chare
the rotache for your use. - En CheMinum Chare: If a rate scheule lists a mini chargewe wi bil at lea tht amunt each month even if the ae
chaes for your us wm less th that amunt The mium
chJ li th baic charge, is degn to help pay basic costs of
kéèing eleccity availale to YOll,
Kiowatt Hour (Kwh): The mewe used to dètne how
in electt is us The kiowat hour on your bi equ thrate or speed of us (kowat) x the lengt of tie (hour)
electrcity wa used. One kiowa hour eqal 100 wa hOÌI
Burg a 100. wat li bulb for te hour us one kiowa hour of
e1eccity. Rii Ii SO wat (5 kiowat) drer for two hour uses
10 kiowat hour.
MlÙtictor: Eah electrc mete ii its own multiactor.Met which count each kiowatt hour have a multiactor of L
Metes which coun kiowa hours by tem have a multior of 10.
Othe commn multiactors are 40, 120. and 240. Your bil indica
the multiactor for your meter.
Dt¡and: I:mid is anothr word for th rate or speed. at
which eleccity is used. lt is measur in kiowatt (Kws). Mçist
redenûalaccoi.ts us elecity ala low rate and do not have
de me. Accoii which re a high ra of energ at
een ties ar meurd and biled fur thei demad (kowatt) as
well as fot th tota kiowat hour us. Generly speg, demid
mete ar prnt on commercal and industal accoun oiiy. Ifdedis beig meur and eha on an acuit, it wi be
cleary stated on monthy bil.
General Service
Non-Resùntial Rate Schedule 11
For geer sece suedtlugh a sigle kiowa-hour .met
Monthy Chàrge
Basc Chge
EnergyCb
.
.$6,00
$,08842.pe Kwh for the fut 3,650 Kwhs
$,08347 per Kwh for al additiona KwhsDem Che
No cbatgeforthe fit 20 :Kws
$3.50 pe Kw for al addtion Kws
(Minim Chge is thede d¡age, but not less tlu $6,00
for sigle phae servce, an $13.10 jor !i-phae service,)
Exle:
If yoti used 3;700 Kwhs and ha a deand of 33 Kws,
you bi would be cacu lie this:BasCbe = $ 6.00
$.08842.; 3,650 K;wh$ = 322,73$08347 x 50 Kwbs = --
ÇJfor 3,700 KwbS $326.91$0.00 x 20 Kws = 00.00$3.50 X 13 Kws ~Char for 33 Kws ~
Totacheforsee = $378.41
Above roies inlud the efects ofthfollowig sclidit/es,.:. .
Scheule 9J(PubIi Purposes Rider Adjuseri) $O.OO180flwh.
Schedu 93 (Temora Power Cost Surcharge) $O,V0867/kh.
.
$.05869 per Kwh for fit 250,ooKwh
$.05323 per Kwh for al addional K whs
Demand Chae
$~50.00 for fi 50 Kws or les
$3.00 pe Kw for ea adtiona KwPower Fart(J Adustment
Wher cuoi'skiowadedis 50 Kw or mor and
cus's tt 15 ir reve kiovolt ar dem
fortb moth is in l'xc of48pe ót;tb Kw dè
euomewiD pay $50 for eahreveldvolamofexce'Te reve~o"ol am demaybe debýpey instaed intror peod te.
. Priar Voltge Discou.nt
$.2.0 per Kw if servce is at 11 kv (wye groun) or hígher
(Minim Che is $250,00,)
Exle:
If you used 26,00 Kwhs and. had a dema of 65 Kws.
your bi would be çac:at lie th:
$,05869 x 250,000 Kwh = $14,672.50
$.05323 x 10,000 Kwbs = 532.30
Chage for 260,00 Kwhs
Ch for 50 Kws = 250.00$3,00 x 15 ~tional Kws)= ~
Che for 65 Kws $295..00Tota che = $15,499.80
(Notie: NeitJt powerfacor adjustment nor pri voliage
discour is presentolfthi sanle bilL)
Above rates trlude tJuuffects of th folli1g sched'les:
ScJufaule 91 (public Purposes Rider Adjus) $Q,00133/kJi.
Schedue 93 (Temorar Power Cost Surhae) $O.OO604Ih.
$15,204.80
(Contilllld on rel$e,)
.
.
.
WASHINGTON -IDAHO
MAY 07
InstaH Nature's insuiation
Wit longer days and nicer
weather, its.time once again
to get outide and tacle the
yard work. And thats a good
way to save energy.
If you plant deciduous trees
or shrubs on the south and
west sides of your home, they
will act as insulation as they
grow. During the summer,
your trees or shrubs will
shade your home and block
refJeçeJfheJ;t.1løn, they will
drop their leaves in the winter
and let thewarm sunlight into
your home.
Its a simple - andbeautiful-
soluton, and it can save you
a lot ¡nenergy costs.
connect with us
ToU-Free Phone: [phone]
Web Site: ww.avisutit.com
Maìling Address: 1411 E. Missio
PO Bdx3727
Spokane. WA 99220-3727
E-maìl: AskAvistfbAvistl,tilítes,ccm
SlafCPR_020-Attachmenl A.pdf Page 18 of 44
¿lliW,.giuf
connections
Recreation orergy?
How About Both?
The time of year for geting we in the lake of your choice is coming soon.
And when you're out there having fun on the water you probably won't be thinking
of us, but we'll be thinking of you.
The d¡:ms and hydroeléCric facilities we operate on Lake Spokane (also known as
Long Lake), Coeur d'Alene Lake and Priest Lake maintain the levels of th lakes.
One otourprioritiesis to balance producing the energy you need with the fun you
want to have on the lakes - and to make sure you get both.
For example, we keep the Lake Spokane level fairly constant all year aröundexcept
in thewlnter when we draw it down fo cold weather Mergy generation. This also
allows residents to do dock and shore maintenance.
The Post Falls Dam holds Coeur d'Alene Lake at a constant level for recreation
throughout thesummerseason. But topreventfloöding. we letwater spil over the
dam before summer. And while the spil gates are open, its not safe for people or
boats to be inthewateraround Post Falls Landing orQ'emiln Riverside Park. We
usually closethe gates some time between Memorial Day and July 4,
On Priest Låke, whiCh we manage for the state of Idaho, we operate an outlet dani
that maintains a constant water level in the summer for ræreational use. Then we
drop the level down in the winter to help control flooding during the spring runof.
With all the great opportunites for water recreation, we waht you to hav an
enjoyablearid safe.time on Whichever lake you choose this year. So please
remember to wear your life jacket. And if you'd like moreinformatìon on water
recreåtion, visit WW.avistautlites.com!resources/hydrolrecreation.asp.
connections.
.
Have Fun - and
Save !'J1oney
Summer's on its way
and you know what that
means. Vacation!
A little time away may
show up on your energy
bUt but not always in
decreased cost. All that
busy preparation -laundry,
cooking, cleaning and other
chores - can increase your
energy use. And while you're
away, your appliances are
stil at work. Your water
heater, for instance. will be
standing by, redy forall the
dirt clothes you'll bring back
with you.
Here are a few tips to help
you save energy while you're
off on youradventure:
· Tum down your water
heater before you .go, and
if you're going to be away
for a long trip, take it all the
way down to the .Iowest
setting. But donit forget to
tom itback upwhenyou
get home!
· Turn off your pool or
spa heaers, and reduce
filtering time to
a minimum.
You'll find more energy
saving information on
our Web site, ww.
avistautilites.com.
StafCPR_020-Attachment A.pdf Page 19 of 44
811 Ready for Take-Of
The new national 811 "Call Before You Dig" service we told
you about recently launches this month.
Knowing where lines are buried before you begin a project helps
save you from injury or causing expensive damage. Callng two
days before you dig allows time for someone to locate and mark the
underground lines for you.
And the new national number is just one of the tools available to
you. You can also log on to www.callbeforevoudig.org. use
state 800 numbers for Washington and Oregon or call the 800
number specific to your county, if you live in Idaho.
Even if you are just planting a tree, building a fence or puting ina
sprinkler system, you never know what's underyour feet. So please
play it safe and always "Call BeforeYou Dig."
While you can use 811 no matter whets you
live, thsse800 numbers can help you locate
services, too:
Washington:
Oregon:
Idaho Counties:
Benewah. Shoshone
Bonner, Boundary
Clearwater, Latah
Idaho, Lewis, Nez Perce
Kootenai
It DoesnJ't Get Much
Easier Than This
On our list of our favorite things to do,
paying bils doesn't rank very high.
We suspect you'd agree with us.
That's why we offer Avista eBiI, the
quickest way to get the job done we
can think of.
Here'$ how it works:. YQu sign up.
. we s.end your statement ri~httoyour
e~maìl ¡n~boxandyolJremit yØlJr'
paymentonline. PiSc:8 of cake, Ahd
it's secure,. too.
To enroll or learn more, visitoqfWeb
site. ww.avisautilites.com. Ör
call us at [phone].
ep.ttt:mYAristUtlmæ
[phone]
[phone]
[phone]
[phone]
(800)342~ 1585
[phone]
[phone]
.
Page 20 of 44
.
.
.
WASHINGTON -IDAHO
JUNF 07
.Keep it Clean
The end of the heating
season is a good time
to repiace your fUters,
especially if you have central
air conditioning.
Then check them once a
month as part of your routine
maintenance. Try this: hold
t-h-~.f¡lter up-,tg;":~.e, !!ght~!f l~oU
can't se through it, rts time
for a newone.
This simple monthly chore
wil prolong the life of your
equipment - and help you
save energy.
connect with us
.
Toll.FrePhone: [phone]
Web Site: www.avistautili"Jes.CO
MaifrngAddre$: 1411 E. Mission
PO Bci3727
Spkane, WA 9922OC3727
E-mafl: AskAvista€!AvistaUti1!es.com
StafCPR_020-Attachment A.pdf Page 21 of44
~n,=.lu,
connectionstraig lk
In April, Avista filed a request with the Washington Utilities and Tïcnsportation
Commission to increase rates by an average rb.a5 percent for elec:tnè customers
and 2,27 percent for natural gas customers in Washihgton.
We know this represents a hardship for some of our customers. so we want
to. give you as rnuch inforratonabout this request as possible. We've tried
to predict some of your questions, but if yoU have more, please send them to
AskAvista(§AVistUtilites.com.
Why does Avista need a rate increase?
Demand for energy is growing and in recent years, we've invested tens of
milions of dollars in our infrastructure to make sure we can continue to provide
the kind of reliable supply you need - and expect from us.
How much more wili have to pay?
Iftherequestis approved, a residential customer using an average of 1,000
kilowatt~hoursper mónth could expectàn increase of$.10.07 per month, for a
total bil Of $69.21. Ahaturalgas CUstomer who llesan average of 70therrrs
per month will pay anadditohàl$1.93
pêr rronth. or à total 01$90,74,
Didn'tAvia just.rais rates?
We filed our last generalelectric and
natural gas rate requests in 2005; they
becCíme effective in January:l06.
What are you doing to help
customers?
Our energy assistance programs
reach out to customers who
struggle to pay theirenergy
bìls. And we offer a wealth of
conservation information to help
you manage your energy use, as
weH as energy efficiency rebates
and incentives. You'll find more
about all that on our Web site,
www.avistautilities.com.
connections.
.
High Honor
For a good long time, we've
been collaborating wíth others
- the Clark Fork Management
Committee, Idaho Departent
of Fish and Game, andlocål
anglers - to protect fisheries
in Lake Pend OreWe. We're
all Wurking to reduce the
population of predatory lake
trout in an attemptto save
bull trout.
We must be making progress,
because Avista recently
received the Outanding
Stewardship of America's
Waters (OSAW) award, the
highest award in the industr.
When it comes to environ~
mental stewardship, we always
tr to put our money where
our mouth is, so itsnice tci be
recognized for that endeavor.
StafCPR_020-Attachment A.pdf Page 22 of 44
Do Both: Have Fun, Stay Safe
Our dams know how to multi-task. They produce clean, economical electricity
- While also helping control flooding and creating some great opportnities for
outdoor recreation.
But they do present potential danger. So when you are out 00 the water enjoying
the boating, swimming, waterskiing and fishing around our dams, you stil have to
be carefuL.
Here are some dam safety tips to bear in mind:
. Always wear a Iifejacket on the water.
. Obey all safety and warning signs.
. Never fish, play or anchor your boat below a dam. Sudden discharges can
increase water flows in a hurr.
. Don't cross the boater safety cable above adam, The current could pull you
through a spil gate or drag you underwter near a powerhouse.
. Watch overhead clearanceS like cables and pOwer lihèswhen såilng..
If you'd like to know more about our àams or iÎl1d additcinal informati900I1Sâre,ty,
visit our Web site (www.avistutilities.com). And please remembertoalways
multi-task yourself when you are out on the water by having fun and staying safe.
Annual Leak Survey in Progress
At Avista, delivenng safe,
dependable natural gas to
homes and businesses is
a full-time job so that your
gas appliances always work
when you need them. To
de.liver on this promise. our
natural gas pipeline system
is inspected annually to
rigorous standards required
by the federal Department of
Transportation guidelines.
Every summer when the
weatherturns dry, leak
survey specialists walk every
inch of gasms!nsand services in 9$ch
designated area. This year's leaksurvey
wtl inspe nearly 2,000 milêSofpipe.
As the Old adage goes - '.'Make
hay While the sun shines" - and
for leaksuiveys, the same is true
as Icing summer days are ideal for
accomplishing this project quickly and
efficiently. To ensure adequate staffing
for this extensive effort, Avista contracts
with Heath Consultants, a nationally
recognized industry leader in the field of
leak surveys.
We appreciate your help and understand-
ing as Heath Consultants employees
may need br~f acêèSS td yourptô~t!:y
to.completethe.Avista...leaksurvéy..this
summer. Leak surVey spêcialistsate
traìnedto bEfcourteoU$ andcorplete a
thoröughlêåksurVey, with a minirnum
of íhcorwenience to our cuš1omers,
You'll knOW who they are by their yellow
vests and visible Heath photo IDs.
Leak survey inspections deliver on our
pledge to keep natural gas a safe and
dependable energy source you can
count on.
For more information about
naturaLgassafety, go to
www.avistautilities.com..
.
WASHINGTON · IDAHO
JULY 07
.Spin Out"" II.~ome i,aV~ngs
Celing fans are a great way to
maximize energy value all year
'round - especially if your fan
has a directon swith,
You can flip the switc so the fan
blows down (usually the "forard"
settng) or up (usually the "revers"
settng). During the summer, set
your faii to blow doWn to create
a cooling wind-:hiU ef. In the
winter, have your fan blow upward
tccii'gûtá'æ tinrWän'âirnear tfe .
ceilng throughout the room.
To tell which way the fan is blow-
ing, just stand urtclrit while irs
on. If you fee a draft ifs blowing
down; ifnot itsblowing up. For
more energy saving tips, please
visit us atww.avistutiIÎtes.com.
connect VJith us
.
TOllFree Ph: [phone]
Web Sie: WW.8v¡stautiÐtìes,cóm
Mailng Address: 1411 E. Mission
PO Böx3727
Spokane. WA 99220-3727
E-mail: AskA\list(ØAvistaUtities.oom
StafCPR_020-Attachment A.pdf Page 23 of 44
~n'¡¡.ir~
,¿U'''J ..
connections
ere's h pened
For years, you and other Avist customers have received around
$10 milion to $20 millon a year from Bonnevile Power Administtion
(BPA) through the federal Northwest Power Act. Your share
came in the
form of a credit on your utility bil; mostl'ecently, aCLitomerusing an.a\ferage
1,000 kilowatts received a reduction of about $6 a month.
The program was designed to spread the benefits of the federal Coiumbia River
powefsystem arnongNorthwest residents.
But recently the Ninth Circuit Court of Appeals ruled that BPA, an agency of the
U,S. Department of Energy that operates in our region, wasn't calculating those
payments properly.
So last month, the payments disappeared from your bil, We disagree with the
court's finding, and we'reworking dìlgently to restore your benefits. In the
meantime, we know this wil beähardship'for sorrecustomers..Visítour
Web site (www,avìstautlites.cotnl to learn howAvist can help with
payment options.
connections.
¡
i
I
i
Safety Theater
Avista's traveling safet
show will spread the word on
the hazards of high voltage
electricity to fire, police
and first responder groups
throughout our service
territory this summer.
The brainchild of a group of
ingenious Ävista employees,
our new safety trailer - a
mobile electric pole complete
with wires, transformers and
boxes - worksàs the set for
a three-person production.
Two linemen and an emcee
deUver.a brief presentation
outlining proper safety
practices around live power
lines.
If you can't catch the live
show, here are a few safety
tips to remember:
il Before you start a project
outdoors, look up and
note where the power
lines are.
· Never bring ladders.
antennas, long-handled
tools or other equipment
within 10 feet of an
overhead power line.
· If you see a downed
power line, stay away and
call Ävista immediately at
[phone].
.
.
StafCPR_020-Attachment A. pdf Page 24 of 44
A Bright Idea
This might surprise you: A 23-watt
compact fluorescent bulb (CFL)
produces more light than a 100-watt
incandescent bulb. And it can last up
to 10 times as long.
They do cost more. but since they
go on and on for such a long time.
CFLs really pay off in the end. And
they work in all kinds of applications
- recessed fixtures, three-way or task
lighting. outdoor motion detectors,
even solar-powered security lighting.
So do something good for the Earth
and for YOiJrwaJlet Make the swith
toCFLs.
lights Out?
let Us Know.
Now there's a new way you can
notify us if you see street or area
lighting out. Just send an e-mail to:
lighting(§avistautilities.com.
You can tell us where
the problem is
and we'll take
care of it. It's
just another
service we
offer for the
convenience
of customers
Iikeypu.
" ,co"" i;\ f
";,':,::ç'on.:,eç-i'¡ìig vou witti your J'iometown.' utility,. , .~'( " j '\ ); 1 ." I
..1lf¡¡llrfl.
~U'''j ..
1. 0 OFF Good for up to $8 on eight CFls.
One coupon per Avist household. Redeemable at participating hardware stores
or home centers. For ìlcomplete list, visit us at www.avistautmties.comor call
1-800-227-9187. Offer expires December 31,2007. Coupon value may not exceed
purchase price. No cash value or cah back.
per qualified ENERGY STAR"CFL
(compact fluorescent lamp)
$ .00
Dollar Amount Redeemed Avista Aaxounr Number
II
. (81 IIRetailers. please submit coupon for redemption to: Residential Incentives, Avìst Utilities, PO Box 1801 Dept. A, Elgin, IL 60123
.
.
.
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Page 29 of 44Staff_PR_020-Attachment A.pdf
.,JIIll:: -~i\f
connectionsWASHINGTON · IDAHO
SEPT. 07
It Just Keeps Getting
Better and Better
Hf'rp"~ wh;;t \fP :?h?-l3d", k-'10\1\: T1us€' swirly
compact fluorescent light bulbs (CFLs) last
as much as seven times longer t!-an their
incandescent cousins, And they use tess energy,
too, which tranalates to about $6 in savings per
light bulb per year. ."
As if that weren'tenbugh, Avista's prepared to give
you a $1 rebate.for each CFL you buy, up to an
eight pack'S worth. Since they do cost more than
incahdescents, we wanted to make it easier for
you to give them a tty.
You received a rebate coupon - good through
the end of Decmber - with your July bill,
(If you didn't hang 011 to it, just give us a call at
(8001 227~9187 and we'll send you a new one.)
Make the switch and see what you think. And
when the CFLs - which contain trace amounts
of mercury -eventually do burn out, be sure
to dispose of them correctly. There~s more
information about that etwww.earth911.org,
simply enter yourZ1P code to find the nearest
disposal site.
You've Got it Made
in the Shade.Use your clpss and shades.
Its a simple way you can Mat or cool
your home - and kee your energ
cost down at the same time.
In the sumer, close your shades and
drape during the day and you can
bloc 65 to 95 percnt of the sun's heat
from coming into your home. This is
esally true forwin(lws on the
south âm:l west sides of yourhôus
Then, once the sun goes down. open
them up and let thè nigh a,it help
lOV"iier ~,te.m=,~rat..r...:rt'yourd~~~.
You' II be stying cool and saving
money,
And when the weatertums cold,
you can help keep your house cozy by
doing iust the opos. Letthe sun
in during the day and thei: close your
drapes and blinds at night. The solar
warmth will augment your heating
effrt witou costing you a cent
Beware Phantom Power
Did you know that a number of your húusehold
electonics continue drawing power -and
costing you money - even when they're
turned off The cuipms include televisions.
stereos and computers.
Unplugging them in between uses may not be
practical, but if you're away from home for an
extended period. it may be worth considering.
For more energy saving tips. visìt ww.
avistautHities.com.
connect with us
ToIl-Free Phoné: [phone]
Web Site: ww.6vistutillies.com
MaílngAddress: 1411 E. Mission
PO Box 3727
Spkane. WA99220.3727
E-mail: ASkAvista(gAvistUtilities.com
.
Page 30 of 44Staff_PR_020-Attachment A.pdf
.
AIlll-.#uf
connectionsWASHINGTON -IDAHO
SEPT. 07
It Just Keeps Getting
Better and Better
Hèri;\'R what \/P ::!reei:,l "'nnw: Thos'? sv.¡ir!y
compact fluorescent light bulbs (CFLs) last
as much as seven times longer than their
incandescent cousins. And they use less energy,
too, which translates to about $6 in savings per
light bulb per year.
As if that weren't enough, Avista's prepared to give
you a $1 rebate for eachCFL you buy, up to an
eight pack's worth. Since they do cost more than
incandescents,we wanted to make iteasier for
you to give them a try.
You received a rebate coupon - good through
the end of December - with your July bilL.
(If you didn't hang on to it, just give us a call at
(800) 227*9187 and we'll send you a new one.)
Make the switch and see what you think. And
when the CFLs - which contain trace amounts
of mercury - eventually do burn out, be sure
to disposeofthern correCtly. There'srnOre
information about that at www.earth911.0rg.
Simply enter yourZIP code to findthe nearest
disposal site.
.1
i
Vo.ive Got it Made
in the Shade
Use \lour dtapesand sJiades.
Its a simple way you can heat or col
your hOle.- and kee your energy
ço down at the same time.
In the summer, close your shades and
drpe durintithe dayand you ca
bloek65 to 95 percet of the sun's hea
frm coming ino your boe. Th is
esècaDy tlfor.Windowson the
sout ànd westsides of your house.
Then, once the sun goe down,open
them up and let the night air help
J~Jer the tem~~!W2!e:!~. '/oor h~me.
Vou'li be stying tool and saVing
money.
And when the weaer tums cold,
you ca help keep yOur hous êozy by
doing Ju the opposte Let the sun
in during the day and then clos your
drapes and blinds at night, The solar
warmth Win augmen your heang
efrt without cosng you a cent.
Beware Phantom Power
Did you know thata number of your household
electronics continue drawing power - and
costing you money - even when they're
turned off The culprits include televisions,
stereos and computers.
Unplugging them in between uses may not be
practicaL. but if you're away from home for an
extended period, it may be worth considering.
For more energy saving tips, visit www.
avistautilitieS.com.
connect with us
Toil-FreePhone: (800l227.9187
Web Sie: ww.avistautities.com
Mailing Address: 1411 E. Mission
PO Box 3727
Spkane. WA 9922-3727
E-ml: AsAvisIWAvîstaUtßitJes.com
.
;ff,,, " l ~1! "",,,:; ~ " ~ i '~ Jf~ 'i '1", . t . ("' , " ~,,; #~~'. " 'cbMn:';cfrifg ~"J (fÙ ~ w~¡if'fi :. y túi~r;;~~~ffo:m,et¡to/..uf" .ù'ti lity:. ;;.1"n ;'" J:" ~,'i-:" ~:$ k'" 1"~' z~ ~ ,,"': ~7" : '" ",;;: "; ~:~; i0 ~ ~ \"-; , ,: 't ~ \' 0 ~ ~ , " ,,'"
.
A.pdf
Special Notice of Changes to
Avista's Biling Process
Dear Valued Custmer:
Weare in the process of changing the way We print
and mail our bills. You have several aêCt. thât
bil. or different days dunng thernònth which we
mail to youonceá'month. This prce wil be
changíl1gshortly.
If your billngs ocur on the same dåy. yöu will
continue to receh/ethem in one envelope. lf your
bilings ocr on differen days of the. month. you
wil start receiving therasseparate bilings. We
apologize in advance of any inconvenience this may
causeyau.
We are offerng an alternative. which is our Master
mirng program; The qualifications for Maser
Billng are:
. Minimum of 3 billngs consistently received per
month. no maximum limit
. Good credit standing with Avist
. May no be on Comfor Level Bilingas the tw
programs are not compatible
Please contact us at '-800-227-187 if you are
interested in the Master Biling progmm. or fax a
listing of your accounts to5Ò9-49S.g900, You can
also sign up I)y loggÎngintoyouraccoul1 at
ww.avistutilti,com and clIcking on the more
l:illingand payment options linK.
,~.Ais.,.'
Page 31 of44
MSTlUlG 007
.
WASHINGTON · IDAHO
OCT. 07
.
People Get Ready
The cold is coming,
So now is the time to strt thinking
abutfumaee or boiler maintenance
- béforeit gets chily, A tune up can
help increase eficency, lengthen the
syem's Ufe and lower yoUr energycos Butplflmake sure you
conslta licensed prfesionaL.
And while you're at it cosider a
duet system inspecon, You may not
have ever looked at your sym, but
You ca euyour etrgC9stdoWn
considerably by making sure itsin
good shape. Duct leaking hot air into
tinheatd space can add hundreds
of dollars a year to your energ bil,
In the long run, sealing your dl.ct or
arinS Ù'..etim cari s=e YO!, !:ílet
more than it co
Takng thes st - whic apply to
all forcd-airsyem wheter you
heat wi natural gas Or eleccit
-wßl help get you prepare to
we~er the cold when it arrves if
you'd like mor energy savíng ti
for winter, please visi us at WW,
avistutlites.com.
connect vvith us
Toll-Free Pho:(aOOI 227.9187
WebSite:ww.aVÌstautlites.com.Mailiag Address: 1411 E. Missin
PÖBox3727
Spokane. WA 99220-3727
E-mal: AsAvita(iAvisrUtiftíes.co
StafCPR_020-Attchment A.pdf Page 32 of 44
~"Wguf
connections
Intr ucing:
Everv Ie Bit".
Avìsta wants to help you save energy.
That's why on September 24, we launched a new energy awareness
campaign in Washington, Oregon and Idaho, The campaign, designed to help
our customers use energy wisely, features television and newspaper ads, as
well as a new Web site at www:avistautilities.com/everylittlebit,
"Every Little Bit," the campaign's theme,
focuses on the coneçion we .all have
to theenergywe use every day
and how each of us can makè a
diference.
"Thè ads are informative and
entertaining and I think they'll
grab your attenton: says
Dana Anderson, Avista's senior
manager of marketing.
every little bit
And the ads direct you to the new
Web site where vou'll find lôtsof
helpful.ihformation abbutenerg
effiCrency, smart energy use
and Avist13's energy efficiency
programs.
"We hope the campaign
wil spark conversations
and challenge all of us to
think about our vision of
the world when it comes
to using energy wisely, U
Anderson says.
connections
StafCPR_020-Attachment A.pdf Page 33 of 44
.1
.
See What You
Do
liThe Power to Conserve"
continues f".. run Oil local
airwaves through October.
The30~minute special follolNs
Christine McCabe, Avista's
energy effciency expert, and
KREM 2's Tom Sherry as they
explore ways to conserve
energy throughout your home,
Catch the show at
these times:
10:30 a.m.
October 18
(KSKN22l
7:00p.m.
October 24
(KREM2)
10:30 a.m.
Octobe 25
(KSKN22l
3:00p.m.
October 27
(Northwest Cable News)
And visit our Web site at
www,avistautilities.com for
even more great tips on energy
efficiency,
Sound the Alarm
Knowing is half the battle.
And that's where. carbon monoxide detectors come in, because they wil, just as
the name suggests, detect carbon monoxide and tell you all about it.
Natural gas, which is not poisonous itself, wiU -like other fuels - produce
poisonous carbon monoxide gas when burned improperly by malfunctioning
equipment.
When a carbn monoxide detector senses the presence ohhe poisonous gas,
itsounds an alarm muCh like a smoke detector, This wil let you immediately
evacuate your home and ventilate the building before suffering theeffacts of the
gas. The early symptoms of carbon monoxide poisoning are similar to the flu;
and include dizziness, fatigue, nausea and heart palpitations.
You can find carbon monoxide detectors at most home retail outlets, Detecors
run on either battery or ACpower (some
with batteiy back up and some withuutì.
When installng a detector, ma.ke
sure you follow the manufacturets
instructions. For AC power
deteetor$, you should consult a
licønsed electncian,
Onceìnstallèd, be sure to
test the detecor reQuiarly
aècorditig to the manufactIJrer's
instn.ictionsand replace the
batteries the same time you
replace your smoke detecor's.
Knowledge is Power
When you have more information about your energy use,
yôu can use what you know to get the most for your
energy dollar.
And that's just what our redesigned bil wil deliver. The
new, easier-to-read format will. let you compare your
usage "tis month to the same month !;styear.
look at the average daily températurefor
both months arid get clearer detail on the
components of your bilL.
At Avista, we're alwys looking for
ways to work smarter, manage
our costs and provide you with
information you need. See hOw it
aU comes together with your new and
improved Avista bil,conìíngSoon.
StafCPR_020-Attachment A.pdf Page 34 of 44
.
StafCPR_020-Attachment A.pdf Page 35 of 44
.
SlafCPR _ 020-Attachmenl A.pdf Page 36 of 44
Avista Utilities Customer Information
Privacy Policy.
.
I ti~ the policy of Avista Utilties to protect theprivacy of our customers and to safeguard any
customer information we collect during the course
of providing electric and natural gas energy services.
Private customer information collected includes
customer's name, service address, mailng address.
telephone number, a personal identifier (such as
date of birth) as well as information related to the
type of service. the quantity of electricity or gas
consumed and the customer's payment history.
Only authorized and trained Avista employees or
authorized
representatives (AVist wil not disclose or )
have access to or sell custmer information
handle customer
information. Customer information is stored and
processed in secure computer facilties and is
accessible by Avista employees or authotized
representatlvesonly on a needto know basis,
Avista wil not disclose Or sell customer inforration
to its affilates, subsidianes or third parties for the
purposes of marketing services or product offerings
to a customer, unless Avista obtains the customer's
written permission.
Avista may otherwise provide customer information
to government agencies. and to collectionagencíes
(in the event of non:,payment of utilty bils), but
only after verifying the identity and affiliation of the
receiving part.
1-8-987
WW.aswiftiescom ¿'~~'iI'STA.
Cl4O
.
StafCPR_020-Attachment A.pdf
,;,: t':';::.;:~;:i;'\:\:'
_ Yes, i waiitti:h'eiíf6ypiéclgiìi9~ri~ntlYC()nmbUt~11
for the amôont indicated below. I understad that
my pledt¡e,will' beàtltiedanditerriiedeach month
or!" my utilitystatemenías, a reminder.
_$2 _$5 _$10 $-
_ Yes, I want to help,by making a onetime
contribûtion,l'menclosing:3cneCk for$,-,
payabfê;ito.froJeèt'Share" .
Name
cres&
State
Zip
Day Phone
Signàtùre,
Um!tyAeèqUrit,~Urr~~C
. .i~ ;:~ ::';'~~"~
':/' ;". ,.,; ..~
,:'.,. -:;-.
P!eaSeenèlQsíS,forW~itf'lÛrl1exÛt\¡í\~~~Pyoti'reiiji!fli'Plad9i,
pleas àlla"6 weeks fu yoUr roÍ1tionaiw)ftta¡ear:ónýqustent
.
.
IDAHO
r\JOV.07
.
Keep it Out
In the winter, cold air. is not your
buddy. But. like an annoying friend.
it wil still tr to come into your
house any way it c~n.
So we suggest you use weather
stipping and caulking - which are
both inexpensive and available at
mosthardware stores - to plug the
leaks around windows and doors
that allow cold air in.
Here'swtiatto do:
. Rtst,find the leaks. A good way to
do this is just wet your fingertps
årld run then around your. door. or
window frame to feel for draft.
Vauean also hoidup a tissue and
see if it waves in an air draft.
. Next. sea! the !eaks wi!; wêathèr
stipping or caulking. Use weather
stipping for moving parts,like
between a door and its frame, And
use caulking for leaksinvolving
oon-movinti parts. like between a
window frame and a wall.
Sealing drafts wil make your home
more energy effient and help you
lower your energy costs, but most
importntl it win make your home
more comfortble when the winter
weather hits. For more tips on
saving ener. please go to
www.avistautilities.com.
connect vvith us
.
Toll-Free Phone: [phone]
Web Site: ww;avistutlites.co
Mailng Addres: 1.411 E. Mîss0n
PO Box 3727
Spok¡ne. WA 99220.3727
E-mail: AskAvista~AvistUtìlit¡es.com
StafCPR_ 020-Attachment A.pdf Page 38 of 44
Allll.Dur
connections
Some ood ews
att~ral Gag Rates
out
We think you'll like this: The price you pay for your natural gas service went
down as of November 1. That's because the Idaho Public Utilties Commission
(IPUC).approvedour request to decrease natural gas rates.
In fact we adjust our natural gas rate each year, based on changes in the cost
of the natLJral gas we purchase to serve you, The price we pay went doWn a
bit over the past year - and when those
costs go doWn, your rates go down.
With the decrease. an Idaho
residential customer using an
average of 65 therms could
expect to pay $3.65 less. a
reduction of 4.6 percenta
month. Larger commercial
and industrial ciistomers
canexpet to séesimilar
decreses.
That's especially good neWs
aswinter€lpproaches, because
cold weather affects your heating
bil morethan any other fattof.
r 0, tips Of, how to Wéãîhi:rìze
your horne.
visit our Web site at
www.avistautilities.com/
sâVing/nöcosÌ;tips.asp.
connections
i
.1 All You Havei to do ¡sCan
i1i If you stíl haven't received your
copy of the "E-$ource 2007
¡ Review of North American
I Electric and Gas Company
! IVRs," don't worry.
i We have the big news for you. right here: According to the
I study, your very own Avista
11 Utilties operates one of thethree best interactve voice
I response (lVR) systems in the¡ Westarr U,S That landed us
¡ in the top quartile overall with a
i score
of775 out of 1,000.
I E-Source provides research
i and information services from
\ th.eir headquaf.ers Îh Boulder.
Colorado. Their' report covers
I. 103 IVR systems. to see which1 ones serve customers best and
I drive them the least crazy.
.! We're prett happy about our
I, rankìn~, of course,. because. themost importnt thing to us is
I providing good service to you
I and all. our customers. Our IVR
I is available to you for self-service
'Ii functions such as getting your
account balance and making
I payment arrangements. To try it
I out for yourself, simply dial
i [phone].
i
.
. Wait half an hour to turn your lights,
furnace and appliances back on after
power comes back on. This prevents
an overload on our system. If your
furnace doesn't come back on when
power is restored, call your heating/
ventilation/air conditioning dealer,
And, if the power is out for an
extended period, you should:
. Not use extension cords to bring
power from a neighbor's house to
your own.
. Never connect ahextension cord
frm a power source directly into
your home's elecrical system. and
never use light household cords
outdoors.
. Never wire the generator into your
homeélebtrièâlsystem, Bac:feed
ihto poWer lines from a generator
canirijure örkll a lineman working
onthelìne.
. Only use your generator to run
specific appliances but never to
re-energize your entire house.
. Alwas locate your generaor outside
so poisonous carbon monoxide gas
is safely dispersed.
For more information about what to do if power is intérrupted. please visit
www.avistautílties.com.
StafCPR_ 020-Attachment A.pdf
Justin Case
Safe and reliable electric
service - that's what
we strive to provide
you,
But even
the most dependable system
can sometimes havp difficultes. So,
in the event of a power outage; we
want you to knOW what to do.
If the power goes out you should:
· Call Avista at (800)221~9187 to
report the problem.
. Turn offall¡;ppliances you think
were on before the power went
out.
. Unplug electronícequipment like
computers and leave a light or
radio on to let you know when
power is restored. Turn the
thermostats on all electrc heat
sourcés to their lowest sétng,
Watch it!
Page 39 of 44
If you haven't caught "The PoWer to Conserve," Avistcl'sspecial on energy
efficiency in your home, you might be missing some goo tips from KREM 2's
Tom Sherry and .our rNn.energy efficiency. expert,. Christine McCabe.
Here's the schedule for the
next few weeks:
Saturday, November 24; 3:00 p,m.,
on NorthwestCable News
Wednesday. November 28. 7:00 pm.,
On KREM 2
Thursday, November 29, 10:30a.m,.
on KSKN 22
Check ww.avistutilites.còmfeverylittebit
for even more good conservation ideas.
StafCPR_020-Attachment A.pdf Page 40 of 44
..A~",srA.
Your new Avista bil.. ..IS coming soon.
We've resiged our monthy energ bil to
provide yoU will more inorion.on yout
energy use and on AviÚ: progr and services
tht ca help you save. tie and energ. Ou new,
eaier-toread bil lets you com you curt
monthy uslle to the sae month dug the
previous yea, and it shows you the averae daily
temperatu for both months. The new design
gives you cleaer detail on every component ofyour bil. An that's jus forstats.
The improved layout will give you the infor-
mation you need to mae smart decions about
your energy usage.
See how it all COmes together wi your new and
imprved Avista bil, coming soon..
Our new, /N$ìel'to-red b:ii wil feature chatt that will help yOu
compare and undersnd your energ ccnsumption.
.
StafCPR_020-Allachment A.pdf Page 41 of 44
WASHINGTON CD IDAHO
DEC. 07
.It's a i: rein durg th wi
holday sen. Bu be the rood is
revto Serv, someone ha to do the
coking, Soto hep allofYQ chef out
thwe ofrthefoowing energ
SåingSti;
When prpagatior ham, don't
prhe your ove, The long, s10bang
Pro anow ple øfpreheat1irnwh1eth me is in the oven and mea
theromete will le you knw when
its don,
Do't QPei the ov dorto chec on
foo Insead, uSe youovenligh1:ând
lok through the ov widow. OpeningtbeovedOO~lowthtempe
inse by as much as 2S dere
Le yor ovn multk by coki
severlítms at on Justrenimber to
leae enough rom arndea cale
and pie plaw so hea can cilat
Here's hoing you holida areJong on
happ and engy sangs!
connect with us
.
ToU-Free Phone: (800) 227'9187
Web Sit: www.avistautilits.com
Mailin Addre: 1411 E. Mission
PO Box372J
Spokane, WA 99220-3727
E-mil: AskAvi~AvistUti1rtes.ct
~'V'STA.
connections
Save energy. Stay warm.
Pocket some cash..
That nip in'the airteUs you itsa grecittime to check out Avista's incentives for high
efficìency natural gas heaing equipment.
H_e's a quick overvew of yor man opts for rebat:
Natu gas fGace/boi1er:lnstalI a natural gas furnace wih 90 percent
eficiency or greater or a natural gas boiler 85 percent efficient or beter, and we'lf
throw in $200.
Watr hèterr: You get a $25 rebate for a 50-gallon natural gas tank water heater
of at least 0,60 EF (effciency) or for a 40-gallon model of .62 EF or better.
ConversÎo: Switch from electricity to a central natural gas system as your
primary heat source to eam $500.
Conveon, part 2:
Replacing Avista electric heat
with a naturalgas wall heater
is worth$ZOO.
COrs. pa 3:
Toss your electric Waer
hèater in favor of a natural gas
vel'ion, and we'rè in for $200.
You can do more research
aOQut Avista's energy
efficiency incentives at www.
avìstautilites.com/savingl
conservtion.
connections'.The Right Kind of
Reward
Natural gas works hard for you,
So here are some ways you can
show you appreciate the effort
and keep your family safe at the
same time:
· Keep the area around your
fumaceand water heater
clean and free from littr.
· Never store combustible
liquids and materials near gas
appliances.
· Teach children to stay away
from the gas range and all
gas~burnìng appliances.
· Keep ranges and ovens dean
to avoid grease fires.
· Never use the oven or range
to heat a room.
. Never let children swing from
gas pipes.
For more natural gas safety
tips, please go to www.
avistautilities.com..
.
Tune in for Tips
If you haven't had a chance to
see liThe Power to ConserVe,.
our energy conservaton special
feáturingKREM'sTom Sherr
and our very own Christine
McCabe, it's not tao late.
You can catch it on:
KREM 2 on December 12
at 7:00 p.m.;
KSKN 22 on December 20 and
December27 at 10:30 a.m.;
Northwest Cable News on
December 29 at 3:00 p.m.
StafCPR_ 020-Attchment A.pdf Page 42 of 44
ITs the Season
Something about the cold
weather seems to warm
people's heart.
And if you're in the giving
mood, we know a couple
of ways you can make a big
diference in someone's life.
A Housewarming Gift
Certficate wil keep your
friend or family member
cozy and warm inside while
it~s chily outside. These
certficates can be used tohelp pay an Avista bil, and e '\Aía~~
you can purchase them by '1f ~ , '(,
callng us at (800) 227~9187,
Neighbors you don't even know might need a hand this year, too. And Project
Share ofers a great way for you to help.
The program provides households in Washington, Idaho and Oregon Wih
one-time emergency energy assistance. Helping families keep warm is Project
Share's only goal. so reCípients can heat their homes with any tye of fuel
- including natural gas. elecicity, propane. wo and coal- and they don't
even have to be Avista customers,
If you're a Projec Share contrbutor; thank you for reaching out to your neighbors,
And we want you to know that ever penny of your donation reaches those in
need. Whethr you contrute on your Avista Utrities bil or by seprate check
(mail to P.O. Box 3721. Spokane, WA, 99220~3727t you can be sure we send
the full amount directy to the community action agencies that distribute the
funds to our communit's most vulnerable members.
If you're not a Projec Share contrbutor, we invite you to join a wortwhile cause.
You can find out more at ww;avstutlities.com/product/assistnce.
Everyy WinS
It was simply the right thing to do.
So naturally, Avista did it. We joined the Chicago Climate Exchange (CCX), the
country's only marketplace working to reduce all six greenhouse gases.
CCX binds companies to reduce their greenhouse gas emissions 6 percent below a
baseline leveL. Those exceeding this target can earn money by sellng their surplus
credits to other CCX members.
With our iong history
oftesposible
stewardship. Avista has
a smaiicaroon footrint
compared to other
electic utilities. But we
still think it's a good idea
to pay dose attention to reducing greenhouse gas. emissions. CCX membership
wil definitely keep us on our toes-and that's good for AvÎsta, for every one of our
customers and for the planet we all call home.
connec-ring you with your hometown utility
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JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff-021
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
06/02/08
Dave DeFelice
Patrck Ehrbar
State & Federal Reg,
[phone]
Please provide a copy of the cost!enefit analysis or similar analysis study performed for each
capital project of more than $3 milion that has been rate based since the last general rate case.
Please exclude from this request plant that was reviewed in Case No. A VU-E-05-1 (Coyote
Springs 2 - Costs and Rates).
RESPONSE:
A listing of projects by ER over $3 milion was provided to staff durng their recent site visit. With
Staff Production Request (PR) 078, Staff has selected specific projects for fuher review. With
the Company's response to PR 078, a copy of the cost!enefit analysis or similar analysis study
performed for each will be provided.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff-022
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
06/02/08
Dave DeFelice
Patrck Ehrbar
State & Federal Reg.
[phone]
Please provide any and all documents used by the Company to demonstrate the benefits realized
by the Company for each capital project of more than $3 millon that has been rate based since the
last general rate case,
RESPONSE:
With the Company's response to PR 078, documents used by the Company to demonstrate the
benefits realized by the Company for each capita project wil be provided. A listing of projects by
ER over $3 milion was provided to staff durig their recent site visit. With Staff Production
Request (PR) 078, Staff has selected specific projects for fuher review. With the Company's
response to PR 078, a copy of the cost!enefit analysis or similar analysis study performed for each
wil be provided.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff-028
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
06/02/08
Dave DeFelice
Patrick Ehrbar
State & Federal Reg.
[phone]
Please prepare a schedule for plant in servce that includes, by project name and description, the
dollar amount of each project closed to plant in service in excess of$3 milion from 2005 to 2008,
RESPONSE:
For 2005 - 2007, a schedule of those projects closed to plant in serice in excess of$3 milion was
made available to staff durng their site visit durng the week of May 16-20. A schedule for those
projects closed to plant in service in excess of$3 milion in 2008 wil be provided in our response
to Production Request No. 069.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-08-01 1 AVU-G-08-01
IPUC
Production Request
Staff-032
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/30108
Don Kopczynski
Michael Littrel
Operations
[phone]
REQUEST:
Please provide a list of improvements and/or changes to Company processes that have occured as
a result of the implementation of Mobile Dispatch, especially as they result to connections,
reconnections and disconnections.
RESPONSE:
Mobile Dispatch has automated the creation, dispatching and completion of natual gas servce
orders, natual gas trouble orders, natural gas compliance orders and collections orders.
Prior to Mobile Dispatch (implemented in June 2006), orders were created in the work
management system and printed at the local constrction offces. Employees in each offce would
sort, assign and dispatch (via phone, pager, fax or in person) orders each morning, The field
employees would work the orders and call in the completed work periodically throughout the day
or simply turn-in the stack of completed orders at the end of the day. The completed orders were
manually completed by back-office employees who entered the information regarding the order
back into the work management system.
The paper processes made it diffcult to track the status of individual orders and fieldworkers
thoughout each day. It was also very difficult for the dispatchers to keep up with the volume of
paper being sent out each mornng, changes to the orders that occured durg the day and
completed orders retu at the end of the shift.
Mobile Dispatch has automated the order creation, modification and completion process. Now
when orders are created in the work management system they are automatically dispatched to the
correct field worker based on that order's latitude/longitude position and the person assigned to
work orders in that area. Once a field employee has been determined, the order is sent wirelessly
to the laptop computer mounted in that person's servce trck. The order is then reviewed by the
employee for specific information needed to complete the work. Order status is transmitted
wirelessly back to the dispatch center as the employee indicates they are en route, on-site and have
completed the work. The completed order is transmitted wirelessly back to the work management
system where it is closed automatically.
A mobile mapping system is also loaded onto each laptop computer. The maps provide the field
employees instant access to facility information necessar to complete their work safely and
effciently. They can also add facility data such as new servce points or repair locations which are
transmitted wirelessly back to the corporate GIS mapping system. Ths helps insure that the
facility data in the GIS system is up-to-date and accurate.
II
.
.
.
Dispatchers have complete visibility of each order and field employee's status. They have the
abilty to manage and redistrbute work real-time by simply dragging and dropping orders from
one field employee to another. The orders instantly move from the originally assigned laptop to
the newly assigned laptop. This capability is especially valuable when shifting resources to cover
a gas trouble order such as blowing gas.
Customer account information is updated on a near real-time basis. This provides the customer
service representatives quick access to the information they need to answer customer questions
regarding the status connections, reconnections and disconnections.
Sumar of hnprovements
. hnproved effciency of field personnel as demonstrated by an increase in the number of
collections orders (connections, reconnections and disconnections) with no increase in field
personnel staffing levels. Credit dispatchers are provided a daily "Top 25" report indicating
the customers with the highest overdue balances. Orders from this list are included in the day's
work based on their geographic location. As a result, the number of orders complete increased
by 16% from 4,186 in 2006 (prior to Mobile Dispatch) to 4,877 in 2007.
. Reductions in the dispatcher labor necessar to assign, dispatch, monitor and close orders.
This benefit is achieved through consolidation of dispatching from individual servce centers
to regional dispatch centers.
. Reductions in vehicle costs are achieved as work is routed more efficiently.
. Reductions in extended day overtme occur as dispatchers have better monitorig capabilties
to manage intra-day work efficiently.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff-033
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Brian Hirschkorn
State & Federal Regulation
[phone]
Customer charges are purorted to cover fixed costs such as meter reading and biling. Since
customers who receive both electrc and gas serce from Avista have combined bilings and the
meter readings are obtained for both services on the same trp to the premises, has the Company
considered economies of scale, thereby reducing the monthy customer charge for those customers
who have both servces biled on one statement? If not, why not?
RESPONSE:
Avista believes that the customer charges should, at a minium, recover the cost of the meter(s)
and service(s), as well as the costs of meter reading and biling. These are fixed costs associated
with serving the premise that exist regardless of customer usage. As there are separate meters and
services for both electric and natual gas, A vista's proposed customer charges are well below the
(average) monthly fixed costs for each meter and service (including the allocated cost for meter
reading and biling),
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-08-01 1 AVU-G-08-01
IPUC
Production Request
Staff -034
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinardt
Customer Serce
[phone]
In Case No, AVU-E 04-01 and AVU-G 04-01, in response to Staff Production Request No. 25,
Avista stated that it had a long standing practice to not collect data regarding its customers'
personal income levels. Does A vista now track or compile statistics that show that disconnections
for non-payment, reconnection fees, and/or deposit requirements are not overly burdensome to
low income customers? If so, please provide those statistics.
RESPONSE:
A vista does not collect or compile data regarding this information.
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-0l
IPUC
Production Request
Staff -036
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Servce
[phone]
Please provide by month the number of payment arangement agreements entered into by the
Company for each of the past four calendar years (2004-2007).
RESPONSE:
In addition to the number of payment arangements listed below, there were additional
arangements made that were subsequently deleted per customer request. Typically, these are
cases where the customer could not meet the ters of the arangement and a new arangement was
made. These arangements are not included in the counts below because they are deleted from the
database when the arangement is deleted.
Number of Payment Arangements:
Jan 5,298 5,148 5,365 4,977
5,789 5,059 5,291 5,270
7,333 6,504 6,518 6,293
6,098 5,450 5,533 5,772
5,898 5,590 6,300 6,034
5,965 5,600 5,596 5,498
5,433 4,961 4,607 5,351
5,245 4,768 5,804 5,489
4,942 4,544 5,186 4,639
5,077 4,263 5,171 5,417
4,656 3,634 4,722 4,777
4,601 3,724 4,034 4,165
Feb
Mar
Jun
Jut
Oct
Nov
Dec
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -037
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczyski
Amanda Reinhardt
Customer Serce
[phone]
Please provide by month the percentage of customers who defaulted on payment arangements in
each of the past four years (2004-2007).
RESPONSE:
Percentage of Broken Payment Arangements:
36.82%38.39%41.69%40.69%
37,31%39.07%38.97%39,61%
38,68%40.73%41.57%41.29%
39.53%42.86%43.60%42.44%.38.76%42,59%44.89%42.27%
38.43%40.19%42.21%40.12%
36.86%39,74%41,50%37.73%
35,75%39,35%35.46%37.50%
33.56%37,17%37.02%35,87%
35,04%38.27%37.47%36.04%
36.89%37.15%38,64%37.69%
41,94%41.32%41.35%39.63%
.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -038
DATE PREPARD:WISS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
REQUEST:
Have any of Avista's forms required by the Utility Customer Relation Rules (UCRR) been revised
since 2004? If yes, please provide a copy of those forms and notate what changes were made.
RESPONSE:
Yes, those forms were revised. Please see "Staff_PR_038-Attachment-A.pdf'.
In 2008, the Company outsourced its bil, print to Regulus. A vista worked with staff regarding the
format of bils and notices that were updated.
Customer Bil format changes:
The customer bil now allows for a Message Center, which allows the Company to provide
customer timely information. The curent message refers to A vista's "Ever Little Bit" campaign
to help educate customers on energy efficiency. This message area wil also be used for timely
requests for customers to cut back on energy use at critical peak use months durng hot sumers,
messages to keep gas meters clear of ice and snow, etc.
The Usage Profile is also new: it uses a graph and table to show customers their energy use along
with the average daily temperature for the biling period. Temperatue and usage is compared from
the current year to a year ago.
The Account Sumar was moved to the upper left-hand corner and we added to the summar the
amount of the last payment received.
The Energy Use breakdown by tiered rates is now called "Curent Charges Detai1."
The Bil Backer has changed to make it easier to find contact information for Avista Utilities,
teletypewrter (Tr services and Translation servce. There is also an area for customers to sign
up for Automatic Payment Service on the back of the Remit coupon.
Customer Notice format changes:
Past Due and Final Notices - Re-designed notice backer includes IPUC Web site and 800
number.
.
.
.
Notice front was re-designed in a different font, without the background gray color. Ths allows
the printed information to stand out better than our old version. Information on the notice has been
updated with information to assist the customer and meets each states requirements. The Final
Notice front was re-designed in different font, without background gray color, to allow important
information to stand out better, such as contact information, amount past due, etc.
Cancellation Notice for Comfort Level Bilg - Front of notice now includes the Plan Amount
Due on the top portion that the customer keeps. Format of the notice front matches the general look
of A vista customer documents. The notice backer was changed, the old version had no
information, the new version provides the same backer as the Past Due Notice.
Closing Bil Remider - Notice format was changed to the new A vista "look" which drops the
gray background shading and changes the font to make the information easier to read.
The notice backer was changed and has the same backer information as our Past Due Notice.
In addition, the Sumar of Rules was updated to reflect the Rule changes. The Sumar of Rules
provided to new customers and anually to all customers was revised in April 2008 to reflect the
Rule changes that were effective 4-2-08.
"If Avista Utilties suspends your service, it must be between 8 a,m, and 4-, 5 p.m, Monday
through Thursday, er heÁ'Veen g a.1'i, and 2 P,ff, en Fridays and daysjHSt he/ere legal helMays.
We wil not suspend your service on Fridays, Saturdays, Sundays.,legal holidays, any day
preceding a legal holiday, or on any other day when our customer service offces are not open for
business. These restrictions do not apply when there is danger to life, safety or property, or when a
court or public authority orders suspension. "
.J~~'iI,srA~
Utilities
CHARGES FOR SERVICES AT
CLOSING BILL REMINDER Page 1 of 18
ACCOUNT
WERE DUE ON
IF YOU HAVE AL.RI'.APYSENT YOUR PAYMENTPLEÅSEAC'~OEPTQUR J'H1-NK'S..
AVISTA UTILITIES TOLL. FREE TELEPHONE
1-800~2:27..9187
TEAR HERE - RETURN BOTTOM PORTION WITH PAYMENT. ADDRESS ON BACK
IsrAb
Utilities
.
'"....StafCPR_ 038-Attachment-A.pdf
ACCOUNT NUMBER
$
AMOUNT ENCLOSED
.
.
.
Page 2 of 18
Address below shol;ld show
through retiirnenvelope window
AVISTA UTILITIES
1411 E. MISSION AVE.
SPOKANE, WASHINGTON 99252-0001
THANK YOU StafCPR_ 038-Attachment-A.pdf
.J~r-V'STAØ
Utilities
PAST DUE NOTICE Page 3 of 18
ACCOUNT
., c_ '
IFYOU HAVEAtRyS
A.VlSTA UTllITJES
PAYNENTSMAÐE AT PAYSTATIONSTAKE 3 . 4 DAYS TO POST TO YOlJRACCOUNT
t-&;;,"i~~ìi,,~f) ',,'i; 'if"~,~. 4":~""-k'Wm:f'-t;'è¡r'J.~,
s~~~ôjà~i&¡.iat~ßsl;j
PLEASE READ OTHER SIDE FOR IMPORTANT CUSTOMER INFORMATION
.J:r"'STAÐ
Utilities
TEARHERE. RETURN BOTTOM PORTION WITH PAYMENT .ADI:RESS ON BACK ACCOUNT NUMBER
t~~~;._-~~~~~.
StafCPR_ 038-Attachment-A.pdf $
AMOUNT ENCLOSED
....'"
'"
WOULD ANY OF THESE SERVICES BE HELPFUL TO YOu~ge 4 of 18
. Special Biling Plans..information on energy use and tips on how to reduce your bilL.
· Customer Assistance Representatives to advise customers with financial and other hardships.
We are wiling to make mutually satisfactory payment arrangements.
Interested? Contact Avista Utilties at 1-888-421-34.
MEDICAL EMERGENCY
Upon receipt of a certificate by a licensed physician or public health officiaL, termination of yourservcewiU be postponed for a
maximum of 30 days.
COMPLAINTS AND DISPUTES
If you have a complaint or dispute with Avista Utilties. please contact our office at 1-800-227-9187. Any complaint or disputé
received by us wil be promptly investigated. If we cannot resolve your complaint. you can appeal for further review by writing
tbthe
.Idaho Public Uñlities Commission
Consumer Assistance
PO Box 83720
Boise, ID 83720-0014
Or by callng 1-800-43-0369
Yourseivicewill not be terminated dUnng any unresolved, open complaint.
Address below should show through
retum.eveJope . window
You may call our toll free number
1-800-227-9187 for paysttion locatio liS,
or visit our website at
ww;8vìstutilities.coin AVISTA UTILITIES
1411 E. MISSION AVE
SPOKAE, WASHINGTON 99-0001.
THANK YOU StafCPR_ 038-Attachment-A.pdf
~l"i5TA.
Utilities
FINAL NOTICE Page 5 of 18
ACCOUNT
PAYMNT MADE AT PAYSTATlONSTAKE 3.4 DAYS TO POS1TO YOUR ACOOÜNT .
PLEASE READ OTHçR. SU:)lE. FOR i IvPO RTANT CUSTOMER INFORMATION
TEA.HERE . RETURN !sÓT'QMPORT'ION WIH f'AYMErT . ADDRESS ON SACK ACCOUNT NUMBER
15T4°'
lJilities
.
Ol""N..
StafCPR_ 038-Attachment-A.pdf $
AMOUNT ENCLOSED
WOULD ANY OF THESE SERVICES BE. HELPFUL TO YOU1ge 6 of 18
. Special Billing Plans..Information on energy use and tips on how to reduce your bilL.
· Customer Assistance Representatives to advise customers with financial and other hardships.
We arewiUing to make mutually satisfactory payment arrangements.
Interested? Contact Avista Utilties at 1-888-421-34.
MEDICAL EMERGENCY
Upon receipt ofacertificate by a licensed phVšiCíàn or public health officiaL, termination of your service wil be postponed for a
maximum of 30 days,
COMPLAINTS AND DISPUTES
If you have a complaint or dispute with Avista Utilties. please contact our office àt1-BOO-227.!9187 . Any complaintordispute
received by us wil be promptly investigated. If we cannot resolve your complaint. you can appeal for furter review by writing
to the
.Idaho Public Utilities Commission
Consumer Assistance
PO Box 83120
Boise, ID 83720-0014
Orby callng 1-800-4-0369
Your service will not be terminated during any unresolved, open complaint.
Addressbalowshouldshow through
teturn eve/ope window
You may call our toll free number
1-8-221-9181 for paystation locations,
or visit our website at
ww.avistutlities.com.AVISTA UTIUTIES
1411 E. MISSION AVE
SPOKANE. WASHINGTON 9925..0001
THA YOU
StafCPR_ 038-Attachment-A.pdf
~i:V'ST.
Utilities
CANCELLATION NOTICE Page 7 o~ 18
ACCOUNT
WERE DUE ON
PLEASE CALL THE TOLL FREENl)MBER LISTE.O BELOW IFYOUWISH TO DI$c.U~S THJSNOTICEOR YOUR
.ACCOUNT.
AVISTAUTlllTIES TOll fREE; TELEPHONE
1-800-227-9UJ7
'M;'4~2!~'iiV~6Y'" "l';~W~~"'''''~l1~~lSrW§l,êm~~~;
TEAR HERE - REJURN BOTTOM PORTION WITH PAYMENT -ADDRESS ON BACK ACCOUNT NUMBER.i~"'ST.
Utilities
'"'"....
.
StafCPR_ 038-Attachment-A.pdf $
AMOUNT ENCLOSED
Page 8 of 18
.
.
Address below Shoo/d sho
through return envelope window
.AVISTA UTILITIES
1411 E. MISSlON AVE.
SPOKANE,. WASHINGTON 99252-0001
THANK YOUStaff _ PR _ 038-Atlachment-A. pdf
.-
.
Air.Account Number:
Paystation Code:
Billng Date:
(800) 227..187
12346189
7
05/23/08
ww.avistautlites.com
Account Summary
Previous Balance
Payment(s) Received through 05/23/08 - Thank you
Subtotal
New Charges. - Due By 06/11108
Total Amount Due
ALATEFEEOi:1%MAYBEADOEDTOPAS DUE BACES'
YOUR ELEcmic: BIll Ii-CLUDESFEDERÄ COLUMglARlVRBENEFlS SUPPLIEOBYBPA.
Page 9 of 18
Message Center
Every little Bit
When it comes to energy effciency, every
litte bit adds up. To se what yOu can do,
visit ww.evervlittlebit.com
Y U P ofl Log on to our Web sle for aour sage r e delaíledoverviewofyourusge.
¡rJ r.~.Il ~ T_1 4 10o . ~. 0
. êurrpei II This PeriOd Lâ Year
05108
2
24
57
05107
1
24
60
CUSTOMER NAE
SERVICE ADDRESS
CITY STATE zip
Current Reading Information
Rea Type of Meter RateDate Servic; Nunìr Sch
0511108 Ele 120XZ197 001052110 Natural Gas 00205 101
Current Charges Detail
Electric Meter Number: 120QX97
Energy Usage Firs 600 kWh
Energy Usage Over 600 kWh
Basic Charge
Franchise Fee (1.00%)
Natural Gas MeterNumber: 002VW05
Energy Usage 46 Therrs
Basic Charge
Franchise Fee (1.00%)
$174.40
-174.40
0.00
$100.00
$100.00
Meer Reading ReadPrevIOus Current TyP
29601 30311 Acal3148 3195 Actal
Meter
Multiplier
1
0.980
Energy
Usage Franchise Fee710 0.45
46 0,54
Amount($)
45.32
54.68
Service 0412208 to 05/21/08 -29 Days
Plese check here and fill ou
reverself you would li 10 Elstablish
Auolltîc Paymèn Servc: (APS)
I added my donation lor Proj Share
lohelpth ÍI need. Chec One:0$2 0$5 0$10 OOIl _
Amount
Enclose
i11 II 111111111111111 II 111111111111111111111111111.1111.1111111
0075742AV 0.449 0076JOl897802UAP
CUSTOMER NAME
MAILING ADDRESS
CIT STATE zip
i 1111",1111 i .111111.11.11,11111.1 1111111111111,11 i .1. i .111111
ßOO.OOOoo Kiowatthoiirs
110.00000 Kilowatt hours
46.00000 Therms
x
X
$33,82
7.05
4;00
0.45
Current Charges $45.32
.05636
.06406
X 1.10560 $50.86
3.28
0.54
Current Charges $~.68
oori¡71l1ùÌl78 APY31 OOml i;ICO2 ~ 56 T F'asedeìall Jet the bott pcio wiYOrpaymêtt. T
.. . ~.. - "".... .. '".. - -- '----- - --- _._-._--_._---'-_.......... -- -- ..... - _.....;. ._:...:... ._:_---~..; ~~. ';-;.,'.. -~..; ";-';;-' ,,.... -' ;,:.. - '~..;.~"-.;~:-',::,',"-':-_',;~-.:.._.......- _.. -'. ..------ ..;., ..'---_....._._-_..,,._:........._._.-..-- ......'.;,...."'.....
tf..... ¡
At
14ff ËM1SSIONAVE
SPOkANE, WA 99252-0001
AêèóunfNbmber:PaysonCØe:
12346789
7
Due Date: Applì to NewCti Ony
Total Amount Due:
06/11/08
$100.00
:-:
service SERVICEAODRESS
Address CIT STATE ZIP
11.111111111111..1111111111.111111111111.1111111111111 i 1111.11
AVISTA
1411 E MISSION AVE
SPOKANE, WA 99252-0001
1111111111111111111111111111~i11111111111111111.1 l 1,,111 i 11I1
069006923170000000000000000000000000100004
StafCPR_ 038-Attachment-A.pdf
.
.
.
Contact Us
VJST4i2 ww.avistautilites.com
Page 10 of 18
Send pavments to:
Avista
1411 E. MÎsskm Ave.
Spokane WA 99252.G001
Send correspcndence to:
Avista Customer Service MSC.34
PO Box 372
Spokane WA99Z2¡¡3727
Visit cur Web site any time at yy.avistautrities.com.
Cûstomer Servce... . . . . . .. . . . . . .. .. . ... . . . 1-(80122-9187
Monday through Friday - 6 a.m. to 7 p.m.
Saturday - 9 a.m, to 5 p.m,
After Hours Emergencies.. . , .. . . .... ... .. . . 1-[phone]
m Service - Our servce numbers forme llearing iinpaired are:
'11" Idaho....................,.... 7-1-1 or 1-800)3773529
Ore-goo .................,............ 1-8001 735-2900
Washington. . . , , . . . . . . . . . . . . . . . . . . . . , . H80ÙI 833-6388
Translation Service....... .... ... ... . ...... HS00l227.91f.7
You can do it yourself.
Sign up today for free online access to your account at
ww\;v.avista¡¡il¡ties.com, Fast. secure and convenient. you
tan view 01 payyour bill oiifine¡ open. close or tran.'der an
account make a payment arrngement and much more.
Taketlie eElniad.
Sign up for Avista sHill ~rid ycurmQnthly bil is deliVerd
r¡ght to your e-mailin4:ox.Visitv;.W.ayistkitlities.com
to enroll todayl
DOI1'tgive it amoments thought.
Automatic Payment SerJiceiAPS¡ automatically deducts
i:a\~nent of your monthly bil from your checkÎng account
on the same day of every month. No checks; 11 postage,
no hassle,
Také a elosér loukat vøurenergy use.
Our online nome Energ Ani;lyier v.ill asess your house
for tree - lêarnahoutimprovament$ triatr.ari makeyOut
home ffre energveffcient atwwvtavistautiltias.cQm.
Every little bit adds up.
We offer a number of programs and rebates for energy-
effíèienteQuípmehtyou can use in your home or business.
VisitvwNi.avistautiltiescnmto learn about eligibilty for
s¡¡eçiíicincentiyes,
Get more bang fo.ry(ur HBuck-A-Block:
1'Olll:2n s-upporttheirJé'i1llåpment oÎ renevrcbte energy-
like wind. geothermal and biomass power - by signing
up for o\lr Btick"A-Block pr~ram. Léiim more at
'v'NI/w.avÎstainiltÎes.com.
Knltw whâts belltw. Call "81'" before you dig.
Evert digging jobreqûires ecall - even small projects
like plåntkig trees or shrubs. Remember to eaUthe national
"811" Call Before. You Dig number at least two days before
you begin any digging project.
Everyone needs a hand onêe in awhile.
Your donatióris to PråjectShare make a difference in the
lives of yOljf Mighî:ors, ThiscamrnuniW-funded.pr09ta
provides one-time emergency assistance grants to
households in our regiön.
Please P!!NT ¡\lltomat¡~ ?¡¡ym~~i Se;;';ct ¡¡\"Sf irrrmatiofl bel~w and eheckihe ai;ipfopriate box on The re"e~se side. Thank you.'__'~"__'_h."""'""___~"_,,,,,,,,,~,,,~,~,_,,,,.__~,,,,,,,__,"...__.._....--.--.___._.............._....., .".., ...,~."._~,_.....".'h_._._.~_,._.______.______-:.M..__~...,._-..-~----_.....__..--_._-"..__._-
tt.'NJW 'w/tu
Automatic PaYllentService .(APSt- Enrollment Fonn ~ fS'.eblish paymenis,
1 Supply a \loìded check rtm the account Yllwislita debit.
Please airier:
DDDDDDDUUI 100 Account Number
nriD~LJ.nnnD'n
UU i !uL.!L. L ROltingNumber
P.m P.tJlr:.: NtJf1r¡'!$ i'ni;éd iotne 18ft ,01 ttl( A¡;~mtf' siJiJf
2 Be sure to eiiclose a payment for your current
?aymEmt Amount Due lNaiìt i'~ JJlkr¡;!of1/ei ft l'ftCiSofii.)
f'e Number L_,..
X". __ 'I , .....~:.".-~SïgoGiãi'maititiâie'mi ac.i:oonti
IJnhl í\Il Wfílll,n mt.ce,.lÒ! ¡¡O¥sJgrnllllri2LlliiÍlesAvlS12 C\lp., '1$ SW.ce¡¡.~'61ll1i im$:0 debil".ltl..ia\'fla~co~r.!Ol ¡lW liiir",ni,as''i.¡aii'''o" or ~t ¡hi!. At~~faym ~.1c IAP.! !lie iio:ed cn my Illl. In ~ Iúri, th \li amoori lÝ.i wUl ll auii:içllv___,~,tlt::¡._~~~~~~~,i=~.:.~!~~ll!..____ .,,,,__ .
-,-_.._~."',.,..-"
StafCPR_ 038-Attachment-A.pdf
Page 11 of 18
.Av~Account Number: 012345678Paystation Code: 2
ww.avistautilìtes.com
Closing Bill Reminder
Charge for Sérvice at:
CUSTOMER NAME
SERVICE ADDRESS
CITY STATE ZIP
Close Date.:
Enèrgy Balance:
04123/08
$34.83
Did you forget us?
Your final bil for service is stil due,
If you have already sent your payment, please notify us.
Please call the number listed below if you wish to discuss this notice or your account.
Avista Toll-free Telephone
80Q.227-9187
.
. - _.. _.... "'c.. .. _.. "'.... _............ _ .._.. -.,."'"......... .,-_.... _...,,~ .._...... ..... ..........."' -;..;;.:_- ......_:.._..__...._.._,;_....; ......~-...._--- _..._~;.....""..--..,.....-- --;".. _.__...-.. ..'-'-" --",',- --';,--" _.. - _.............. -_...... .....__..._..00170100231. AJ00171ETICOI ... _.d_riNh"'lIbopo_l'rpa..
Account Number:
PaystionCod:
012345678
2.Ar.
1411 E MISSION AVE
SPOKANE. WA 99252.a1
Close Date:
. Total Amount Past Due:
04123/08
$34.83
AmountEnclos $.
SérVceSERVICE ADDRESS
Addrescrrv STATE zip
.-
111111..~i1. n 1111111,,111,,1111,1,,11111.1111. I. 11.1,1 ifill I
0021761 ABO.351 QP21l1Ø1761141l.1AP'
CVSTOMERNAME
CD.TENANT NAl¡E
MAILINGADDRESS
CIT STATE zip
I I.. I. ..II.. I. I.llu.... 11..1. II. I. n. I ¡i. I.MI n. n n.. ,1.11
II .111..11 n 11111.11111.. I iilllall..lllililI,III.lillul. 11MA~STA .. . .
141.1EMfS$IoNAVE
SPOKANE;WA9952-ÒÒÓ1
Ilin ',1. n iIi 1.1.1 i..I.llh. ì II i. ,lin,. "II. n II n ¡1111'1' r
005011338620000000000000000000000000034837
StafCPR_ 038-Attachment-A.pdf
.
.
wV'N..a¡¡istauti lities.e..m
Page 12 of 18
Complaints and Disputes
if you have a complaint ordispuæ with Avista. please contact
aur office at 1 "800"227-9187. Any compleint Dr dispute
received by us will be promptly investigated. ItweC81ìot
resolve your complaint. you can appeal for ruther review by
writing or calling your state public utílty commission,
Washington UtHities and Transporttion Commission
Chandler Plaza !Sl.ild¡ng
130 g, Evergreen Park Drive s.w.
Olympia, Wasiiil'i;cm S8504
W'~vw.wl1tc.wa.go1l
or bV caHil'9 1-000-562-61513
Idalw Public Utnit¡es CommÎssi¡m
Ci:msumer Assistance
P,O.Boìt 83ï20
Soise, iß æ12íHl074
w...nv.¡mc,idabo.gi:ni
or i:V ca!ing 1.8f.43-0369
Your seNies will not betenninated during any unresolved.
open complaint with a governing commission
You may caïl mIt tolt.tree numher 1-.S00.Zn-9181
lorpaystation locations, or 'lhHt oiir Wan site èlt
wwiJ,avistal,'f¡liti¡;s,eom.
~.... _........._..._..................... ............_........ ..._......._.......,..___.._......._.__...._............._..........__.............._................_....,.............................,..................__.._..,.._...__........_......._......~..__............................"'...........c.. ................_..._~...................~.. ....~-4..'h'l~\;:.::¡..
.
fJledicai Eme_rgency
hi WsS¡'¡¡lgt,m:
If you have a medical emergency, we Wjll postpone
terrninatíon oí service. upon notification. 10r a grace period
of 5 businessdsVs. during which time awritten.certífication
frrn a qua!;f!edmedicai orofessiOlial mUSt be r'8ce¡ved.
in î,dahù:
Upon recéipt of a cerüfìi:atå by a licensed physician orpublic
health onicial. termination 01 your saNtee wHi be postponed
for 30 clays,
SSrvil"Oò.e"', .. -.:vGw
~ Special SOling Plans
il lnfùrrât¡on.on energy use and tips on how
to reduce vour bilL
II Customer Assistance Representatives to advis8customers
with financial and OTher hardships.
We ar~ \MiUing to ma¡(~ mutmilUy sl'tisfactorj payment
, C~ntact at 1.8eg~421.34ri3.
StafCPR_ 038-Attachment-A.pdf
.
.
Page 13 of 18
Avsr.Account Number: 23467890
Paystation Code: 5
ww.avistautilties.com Payment was due on:
Energy Balance:
0513/08
$239.18
Past Due Notice
Charges forServicè at:
CUSTOMER NAME
SERVICE ADDRESS
CLLY STATE zip
Total Amount Past Due:$239.18
Our records indicate your account is past due.
To aiioid shut-off of your energ service for nonpayment of your past due balance, we must receive your payment
of $239,18 by 06/05/2008, or your servce wil be disconnected without furter notice as early as 06106/2008.
Importnt: If a serviceman collects the total amount past due at your servce. address to prevent a shut-off, a charge
may be assessed. Servicemen do not accept cash in Washington and Idaho,
If your service is shutoff, youwil be required to pay a depositin addition to a reconnectionfee. Any reconnecton of
service requested during the hours of8 a.m. -7 p.m., Monday - Friday, wil be completed the same day. Ary
reconnect requested after 7 p.m. or on a weekend or holiday wil be completed the next day.
If you have already sent your payment, please notify us.
Please call the number listed below if you wish to discuss this notice or your accunt.
Avista Toll-free Telephone
1-888-427-343
Payments made at paystations take 3-4 days to post to your account.
90 Days + Past Due 60 Days Past DUe 30 Days Past Due Pas Due Balance T Total Amount Past Due
$0.00 $0,00 $55.65 $183.53 T $239.18
Please read other side for important customer information.
l11l11l022Ql A1'!l81 ET1CO1 4 T "" dl!J ,lRlh boÍlpo Wj yo~!l T
...; ~ w..;; ..._ __..._ _.. ~ _.. __ _ ~ _ _ _ __ _... __'_'_ _._ _.. _ _... _._'_ ___ __ __'_ - _._ - .._.__ ~'___ __.,. - ___ ..'___.._ - __ .._._ _'_._ - __ __."'" __ :"_.-_"'_ ..._ ____.__ -'-"--."-,- w.___...._._.._....._ ---_.-:----- -..'" ...__..
.-
Account .Numben
Paystlon COe:
23467890
5
AtA~Due Date:
Total Amount Past Due:
06105/08
$239.181411EMlSSIONAVE
SPOKANE, WA99252'O1
Amount
Encloséd .
Service SERVICE ADDRESS
Address CIT STATE zip
~~.11...~i.1 II 1.lJliilll..IIIIIIIII1II1II1IIIIII1IIII..111002187 1 AS 0.351 Ð021èl/Í1871D00 1 AP
CUSTOMER NAME
MAIUNGADDRESS
CITY STATE zip
11111111111111111111111111 III1I1I1II1II1IIIII1H111111111 11111
11.1.1 l ill II.lln l 1I111iiliii 111111111 11111111111 n.ii l 1IIII11
AVlSTÂ
1411 E MISSION AVE
SPOKAE, WA 99252'-001
1111 i 1111. 1111.1.1.1.111. 111111 II 11111..111.1'1 nl'.1111 II i11i
0250086681500000000000000000000000002391 a4
StafCPR_ 038-Attachment-A.pdf
.
.
w~"lw.a\li$~atltí¡ities.cnni
Page 14 of 18
Compfa.ints and Disputes
If you have aci:m¡p!aint or dispute wit! Avist6. pleasecontac¡
our û:fíceat 1.800. 227~91 87. Anv complaint órdispute
received bv us wil be promptly investigated. If we cannot
rssolveyourcomplaínt, you can appealfûr futher review by
writing or caiHng'¡tour state pùbiic utility comm¡ssiOit
Washington Utilties ami Tral'sportaìÍcli Commission
Chandler Plaia Building
1.30 S. Evergteen Park Drive S.W.
Olympia, Washinit.ol1 98
www.wutc:.wa,gmt
or bV caning HKiiJ-562-&150
idaho PuhlieUtiW:ies Commission
Cr.msumer P'issistance
P.O. Box83O
Boise, !Ð 8372tH)074
'.t~WJ.ptíc.idaho.griv
or hy calling 1-80-432.0369
Your servÎGe wil not be terminated durirìg any unresDlved,
open complaint with a governirtg commission
"--~~-"'~-""'~'.",-",.,."...",,,,.,,,-,",-,,~,,,,-,
You may caUour toU4ree l'lmber 1-80-221-9181
forpî!vstationlooatioiis.or visit our W&b site at
!i.r.avistautUities,coM.
. ........ ._.e ..............."...~....~.. ._._._ ....4.._...__..~_..........................._..._.................._"'... ....................................___~.........._...._.........~......~.._.._............................_........__......_~_. .....__..__...._........."..........c...__~ _ ..c.....~.....~........... ...........................'
1:.~?H¡tJ
.
Medical Emergency
lii Washington:
If you have a medica! emergency, we wiHPOStPOlî6
termination of service. upon notification. for a graceperlod
of 5 business days, during which time a written certification
from a qualified medica! professional must be received.
hi
Upon receipt of a certificate by a licensed physic1an or public
health official. termination of your service will be postponed
for 30 days.
PJans
it ir:rci~rt"~at(;n on energy us.eand tips on hc\;v
to r8GU(,tt vour bin
li.. Customer A.ssistanC13 RepreS8!itaüves to advise customers
,v;th financial and other hardships.
We are wilHng to makemutuaUy:&atisi3ctory payment
arrangements.
jfiten~sted? Cr,mtact Avîsta at 1.ß8421,;3im
StafCPR_ 038-Attachment-A.pdf
.
.
Page 15 of 18
AIISFM:
Account Number: 001234567
Paystaion Code: 1
IN.avistautilitles.com Payment was due on:
Energy Balance:
05114108
$455.24
Final Notice
Charges for Service at:
CUSTOMER NAME
SERVICE ADDRESS
CITY STATE ZIP
Total Amount Due:$455;24
Your energy service has been scheduled to be shut-off
To avoid shut-off of your energy service, we must receive your payment of $455.24 by 05/$0/2008, or your
service wil be shut-off without further notice.
Important: If a serviceman collects the total amount past due at your service address to prevent a shut-off, a
charge may be assessed. Servicemen do not accpt cash in Washington and Idaho.
If your service is shut off, you wil be required to pay a depositin addition toa reconneëtonfee. Any
reconneëtonof service requested during the hours of 8 a.m. ~ 7 p.m" Monday - Friday, will be completed the
same day. Any reconnect requested after 7 p.m. or on a weekend or holiday wil be completed the next day .
If you have already sent your pa.yment, please notify us.
Please call the number listed below if you wish to discuss this notice or your account.
Avista Toll-free Telephone
1-888-427-3403
Payments made at paystations take. 34 days to post to your account.
90 Days + Past Due 60 Days Past Due 30Daý& Pa$tDuè
$255.90
Pas Due Balance Total AmurtPàstDue
$199.34 $455.24$0.00 $0.00
Please read other side for important customer information.
00185S AP oii EThUCll 4 " _ -. ol """' ",.-. po - yor ""im 'f---- ---- ---- ~------ ---- ----- -- - - - --- - - -------- -- - - - ---- --- -- --- - - -- - - - - -~ ---~ -- - - -- -- --- --- -- - - ----- - -- ----- - -- ---- -- - - -- - -----,--- -- -- -- - -----
.Im
Account Number:
Paystion Code:
00123467
1
Atsr.Due Date:
Total Amount Past Due:
05/30108
$455.241411 iE MlssiONAVE
SPOKANE. WA 9925U)(J(1
Amnt
Enclosed .
Servce SERVICE ADDRESS
Address CITY STATE ZiP
11,11,,,111,~111,,1111~,111111111,11111111.111,1~1,1111,1..11110022001 ABO.351 DDiO0l1$jl91AlM.22
CUSTOMER NAME
CO-TENANT NAME
MAILING ADDRESS
CIT STATE ZIP
11..11111111111111.111..11.1.1..11.1...111.1.1 r ...1...111..1.1
1111.11.1111.11 í i1111 II 1.1..111.1 11.11111111.111111111111 11111
AVISTA
1411 E MISSION AVE
SPOKAE. WA 99252-0001
".1. j 1.liiul.I.I. 1 ...1.1 II ...1 r ..1" 11....1111. 1 1...1 1 11...1
000212302710000000000000000000000000455248
StafCPR_ 038-Attachment-A.pdf
.
.
www,avistutilities.cnm
Page 16 of 18
Complaints and Disputes
If you have a complaint or dispute with Avista. please contact
our office at 1-800-227-9187. Any complaint or dispute
received by us will be promptly investigated. If we cannot
resolve your complaint. you can appeal for futher review by
writing or callng your state public utilty commission.
Washington Utilites and Transporttion Commission
Chandler Plaza Building
1300 S. EvergreeriPark Drive S.W.
OIympiar WasbiJlgton9804
ww.wutc.wa.gov
or bycallng 1-8056-6150
hfab!) Public Utilities Conuission
Consumer Asistnce
P,O. Box 8$129
Boise, II 837-004
ww.puc.idabe.gov
or by callng H~OO..432-039
Your service wil not be terminated during any unresolved,
open complaint with a governing commission.
You may call our toll-fre number 1-8-221-9187
for paystion IOCat!)I1S, or visit our Web site àt
ww.avistutHities.com.
,.ww..___........._................__....................."'....w..~"'_.........."'_......____--....~__............;,...._..........................._....._..._"';,..........."..._.....,...._.._....".'........._............;."'-...-....'~........:.............._.......................~..;,.............................."'.............
~'Api¡¡
.
Medical Emergency
In Wasbington:
If you have a medical emergency. we will postpone
termination of service, upon notification. for a grace period
of 5 business days, during which time a writtencert¡ficat¡on
from a qualiied medical professional must be received.
lnldabo:
Upon receipt of a certificate by a licensed physician or public
health offciaL. tennination of your service will be postponed
for 30 days.
Would Any of These Services
Be Helpful to You?
li Special Billing Plans
· Information on energy use and tips on how
to reduce your bilL.
¡¡ Customer Assistance Representatives to advise customers
with financial and other hardships.
We are wining to make mutually satisfctry payment
arrangements.
Interested? Contct Avist at 1-8-41-34.
Staff_PR_ 038-Attachment-A.pdf
.
.
At...Account Number: 001234567
Paystation Code: 8
ww.avistutlitieS.com
Page 17 of 18Comfort Level Billing
Cancellation Notice
Charges for Service at:
CUSTOMER NA
SERVICE ADDRESS
CITY STATE zip
Paymentis due on:
Monthly Plan Amount:
Account Balance:
Plan Amount Due:
06/04108
$205.00
$657.91
$410.00
Did you forget us?
Your account shows a deficiency in its Comfort Level Biling Plan.
The success of your plan depends on all payments being made. Please send your payment today.
If you have already sent your payment, please notif us.
Please call the number listed below if you wish to discuss this notice or your accunt.
Avista Toll-free Telephonl:
1~80o-227-9187
90 Days + Balance 60 Days Baiance 30 Days Baiam:Current Month Amount Balance
$0;00 $227,92 $257,07 $172.92 $651.91
~_ .__. _w .._______ _________________. ___ ___ _~ ____ _ _ _. _ ____ _____ _ __ __ __..________ _~___'___ __~ _~ ___ _ _ _ ___ .__ __ ___ -- - -___ - --- -- - -.. _. ---- -~-- -------
0083Cl50 AlM\7 00764 ET1CC14 T l'..d_....umllibollpowîya_nL T
..
Av Account Number:
Payslatin Code:
Monthly Plan Amount:
Due By:
Plan Amount Due:
001234567
8
$205.00
06/04108
$410.001411 I: MISSION AVE
SPOKAE. WA 99252-001
AmountEnos .
servlêe SERVIce ADDRESS
Addre CIT STATÊ zip
II, II. ..111.. 111..111111111. .1111,11111111.1111 11111.1.1..~i1
0007831 AT 0.34 OóWi:l_001AlMY2;
CUSTOMER NAME
MAILING ADDRESS
CIT STATE zip
11,,1. ulllllÎli.II"I,I. .liilil..li,lInllliilllnlllillUlI
1111111111l111l11.liin 1,Iiili lilllillilillllnlllllll.lillll
AVISTA
1411 E MISSION Ave
SPOKAE, WA 99252"9001
11.1,,1,1,1,,1.1.1.1...1,11111. Ill,. II. .1.,.11",111111111 n. I
000202116780000020500000002050000000410006
StafCPR_ 038-Attachment-A.pdf
.
.
wl!w.aoiistal.tiities. com
Page 18 of 18
Complaints and Disputes
If you have a complaint or disputevv'ith Avista, please comBet
our offìce at 1.800-227-9187. Any complaint or dispute
received by us wil be promptly investigated. If we cannot
resolve your complaint. you can appeal for futher review by
writing or callng your state pubHc utility commission.
Washington UtiHties and Transporttion ~mmiss¡ö!'
ChandlerPìaze Building
130 S. Evergreen Park. DriS.W.
CUympial Wasbingttil' 98004
www.wutc,w;l.gov
..r by ca!li¡g î-80-56Ni'!5tl
ldanoPulJlìi Utilties Commission
Ccmsume, Assistam:;e
P.D.Bnx 8372n
Sa¡sa, lD 83120-0074
V'flNW.puc.¡dsÌ)G.gCil
orÍJy CalHflfj 1-00-43-(1359
Your serlice wil not betemiinated during any unresolved.
open complaint with a governing commission.
You may can .our ton-fre number 1..~W.91S1
for paysteth:ui hications. or vis-itGur Wehsité í!t
WV\lW.8Vi$tautiHtie$..eam.
..~ ......... ..........._~............o................,.. ..... .....................0.. ......_. ....."'.. ......... ._......................... ........................__............ ....................... ...,.....~................. .....................__:. ..__..... ......._..:..... ......~........_............ _. _..... ....w.. ............ ...... .0. __..._ _________ ..........._..."';ú,::~-':.:.rl';
.
Medical Emergency
If! Washington:
if vou have a medical emergency. we ÌJ/il postpone
terminalion or service, upon notiticai:ìon.for a grace period
of 5!Jusìness (jays. during which time awrittêri certifìcation
from a qualified medicai professional must be receÎveô.
In idaho:
Upon receipt of a certificate by a licensed physfcíanor public
health officiaL. termination of your servícewil òe postponed
for 30 days.
~v
" InfarmaUötl on energy use and típs on how
to reduce your bilL.
:i Customer Assistance Representatives to advise customers
with financial and other hardships.
We are 'i!JåUil'f: to make mint.ållysàtisfattmy payment
arrangements.
int1Sfested? Contact Avistaat 1-8æ421-34.
StafCPR_ 038-Attachment-A.pdf
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -039
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Service
[phone]
Please provide Avista's curent established servce level goal for its Customer Contact Centers.
RESPONSE:
A vista's current established service level goal is 80% of calls answered withi 60 seconds.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -040
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Serce
[phone]
REQUEST:
Please provide actual service levels that were attained by month for the past four years
(2004-2007).
RESPONSE:
Avista's Serice Levels for 2004 - 2007:
2004 2005 2006 2007
Jan 68.80%90.70%84.63%80.40%
Feb 68.50%86.88%84.17%75,20%
Mar 78.50%87.39%80.52%85.50%.Apr 77.20%83.85%80.16%83.40%
May 69.90%82.36%80.45%81.80%
Jun 80.80%79.55%79.38%79.10%
Jul 75.70%80.29%79.90%80.30%
Aug 72.50%81.79%77.10%79.20%
Sep 85.20%80.76%72.50%77.70%
Oct 80.20%79.35%85.20%83.80%
Nov 92.10%76.60%76.00%83.00%
Dec 89.40%75.83%78,60%78.60%
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -041
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Servce
[phone]
REQUEST:
Please provide by month the percentage of incoming calls that have been self servced during the
past four years (2004-2007), i.e. the total number of calls handled by the Interactive Voice
Response (IV) per month and the total number of transactions handled via the Web per month.
RESPONSE:
Avista's Total number of calls handled by the IV:
2004 2005 2006 2007
IVR % of Total IVR % of Total IVR % of Total IVR % of Total
Handled Call Handled Call Handled Call Handled Call
Calls Volume Calls Volume Calls Volume Calls Volume.Jan 25,000 21.4%46300 37.2%58042 42.4%64219 45,0%
Feb 25,386 24.5%39571 36.4%42915 39.2%50817 42,6%
Mar 31,679 26.1%44255 36,1%48974 39,2%51945 42.0%
Apr 29,190 27.3%42658 38.6%43212 39.8%49349 42,2%
May 42,423 35.4%42849 37.8%49367 39.9%51452 41,2%
Jun 36,880 31.6%54957 41.6%46280 39.3%56850 43.6%
Jul 34,034 31.8%40355 38.1%46720 41,8%57819 43.9%
Aug 39,299 33.8%50045 40.2%43465 36.3%52578 41.6%
Sep 29,855 29.3%41557 37,9%43819 38.2%46038 41.2%
Oct 30,813 29.9%39914 37.2%45304 39.0%46578 39.3%
Nov 36,174 34.0%40597 38,1%57132 43,7%47293 41.7%
Dec 47,988 38.9%46773 39.4%75500 50.5%49885 43.0%
.
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -042
DATE PREPARD:WISS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Serice
[phone]
Please provide by month the average call handle times by representatives in the call centers during
the past four years (2004-2007),
RESPONSE:
Avista's average call handle time by representative from 2004 - 2007:
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2004
5:10
5:34
5:23
5:05
5:03
5:01
4:59
4:55
4:55
5:04
5:14
5:10
2005
5:06
5:14
5:01
4:53
4:48
4:46
4:50
4:52
4:59
5:01
4:59
5:12
2006
5:07
5:06
5:06
4:53
4:48
4:43
4:43
4:45
5:13
5:05
4:46
4:59
2007
5:04
5:24
5:20
5:15
4:57
4:52
4:57
5:37
4:49
5:03
5:16
5:03
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -043
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczyski
Chrstopher George
Customer Servce
[phone]
Please report by month the total number of incoming telephone calls handled by the call centers
during the past four years (2004-2007).
RESPONSE:
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Customer Serice Representative (CSR)
handled telephone calls:
2004
88033
75615
87168
75431
74247
77813
70783
74100
70580
70412
69158
74112
2006
76826
64693
73579
63063
71842
69115
62490
73367
67905
69130
70007
70776
2007
75958
66125
70079
65482
71032
70557
70950
70915
63063
69864
64092
63438
2005
76854
67600
76732
66100
68398
73870
63423
72165
66229
65231
62864
69577
Total incoming calls (IV handled + CSR handled + Abandoned):2004 2005 2006 2007
Jan 116693 124425 136969 142602
Feb 103677 108713 109411 119326
Mar 121158 122605 124959 123812
i\pr 106833 110474 108498 116808May 119728 113237 123593 124901
Jun 116834 131992 117774 130372
Jul 107183 105963 111687 131773
Aug 116328 124459 119591 126425
Sep 101853 109716 114752 111733
Oct 102997 107230 116033 118535
Nov 106455 106567 130632 113437
Dec 123305 118820 149472 115944
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -044
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Servce
[phone]
Please report by month the number of abandoned telephone calls in the past four years
(2004-2007).
RESPONSE:
Total number of abandoned telephone calls from 2004 - 2007:
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2004
3660
2676
2311
2212
3058
2141
2366
2929
1418
1772
1123
1205
2005
1271
1542
1618
1716
1990
3165
2185
2249
1930
2085
3106
2470
2006
2101
1803
2406
2223
2384
2379
2477
2759
3028
1599
3493
3196
2007
2425
2384
1788
1~77
2417
2965
3004
2932
2632
2093
2052
2621
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTACORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -045
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Chrstopher George
Customer Servce
[phone]
Please report by month the average lengt of time customers telephoning were placed on hold
during the past four years (2004-2007).
RESPONSE:
Average lengt of time telephone customers were placed on hold from 2004 - 2007 (in minutes
and seconds):
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
2004
1:39
1:46
1:38
1:32
1 :31
1 :31
1:28
1:28
1:30
1:33
1:40
1:39
2005
1:40
1:42
1:38
1:36
1:32
1:36
1:37
1:35
1:38
1:38
1:42
1:40
2006
1:39
1:46
1:34
1:39
1:31
1:29
1:32
1:34
1:40
1:41
1 :31
1:34
2007
1:28
1:44
1:22
1:42
1:37
1:40
1:36
1:37
1:43
1:38
1:51
1:46
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -047
DATE PREPARED:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Serce
[phone]
Does Avista screen serce applicants to determne their credit worthiness? If so, please describe
the process used to evaluate applicants.
RESPONSE:
In Idaho, records are reviewed to determine if the customer has any previous unpaid accounts.
Previous account history is utilized to deterine credit worthiness and if a deposit is required. If it
is a new residential customer with no prior A vista accounts, a deposit is not required.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -048
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Serce
[phone]
What happens if a customer refuses to provide a Social Securty Number at the time of application
for servce?
RESPONSE:
In Idaho, ifthe customer refuses to provide a social securty number, we wil accept a date of birth
for verfication puroses.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-08-0l 1 AVU-G-08-0l
IPUC
Production Request
Staff -049
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczyski
Amanda Reinhardt
Customer Serce
[phone]
Does Avista report delinquencies, non-payment, or other credit information to credit reporting
bureaus? If so, what type of information was provided to the bureau(s) in the past year? To what
bureaus was the information provided?
RESPONSE:
The Company does not communicate or report directly to credit bureaus. A vista does utilze
outside collection agencies to collect dollars that are wrtten off. Those agencies do parcipate in
credit bureau reportng.
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -051
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczyski
Amanda Reinhardt
Customer Servce
[phone]
Please provide any documentation that provides evidence that the collection of residential or
commercial deposits benefit the Company by reducing its number of delinquencies or reducing
amounts wrtten-off.
RESPONSE:
An evaluation of Idaho write offs provided the following information on the positive impact
deposits have at reducing wrte offs for residential and non-residential accounts in Idaho.
Residential:
In 2007, 19% of residential write offs had a deposit on file. If these deposits had not been on file to
apply towards the write offs, the dollars wrtten off would have increased by 58%.
Non-Residential:
In 2007, 16% of non-residential wrte offs had a deposit on file. If these deposits had not been on
fie to apply towards the wrte offs, the dollars wrtten off would have increased by 64%.
2004
2005
2006
2007
5,068
4,933
4,667
4,712
753
774
791
891
14,86%
15.69%
16,95%
18.91%
2004
2005
2006
2007
288
245
193
182
57
52
48
29
19.79%
21.22%
24.87%
15,93%
$ 153,510 $
$ 164,679 $
$ 180,094 $
$ 195,084 $
$238,815
$255,961
$279,267
$307,901
55,57%
55.43%
55.07%
57,83%
85,304
91,282
99,173
112,817
$ 49,167 $
$ 17,754 $
$ 33,594 $
$ 11,972 $
$ 79,865
$ 32,196
$ 45,828
$ 19,655
62.44%
81,34%
36.42%
64,17%
30,698
14,442
12,234
7,683
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -052
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
Please provide the number of deposits curently held by Avista for residential customers. Please
include this information for gas, electrc and combination customers by individual serce type.
What is the average amount of the deposit for each service type?
RESPONSE:
In addition to the number of paid in full deposits listed below, there are deposit requests that have
not been paid in full.
Number and average amount for Idaho c~stomers for deposits paid in full on residential accounts:
.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO,:
REQUEST:
AVISTACORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -053
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
Does Avista track the number of customers on its Level Pay program that drop out of the program
due to an anual cost adjustment to their monthy payment? If yes, please provide the number of
customers in each month of the last four years (2004-2007),
RESPONSE:
Number ofIdaho customer requests to cancel Level Pay program within 30 days ofthe anual cost
adjustment to their monthly amount.
6 10 5 11
11 5 10 6.9 18 13 12
11 7 8 3
16 13 7 9
20 15 18 8
13 12 15 16
17 21 18 12
39 14 15 6
39 16 15 11
18 24 17 5
9 12 4 2
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -054
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Scott Steele
Energy Solutions
[phone]
Since 2004, what specific enhancements and improvements have been made to Avista's Website?
RESPONSE:
On Januar 12, 2008, Avista went live with a new website, www.avistautilities.com.
Improvements to the new website include:
. the ability to self-serve in enrollng in programs such as electronic biling (eBil),
Automatic Payment Service, Comfort Level Biling (level biling) and other biling and
payment options.
. the abilty for customers to update their account information, make payment arangements,
and better manage their account and energy usage though the "My Account" portal.
With the "My Account" portal, customers can easily view and pay their bil and also get detailed
information about their energy usage with tips on how to be more energy effcient with the Home
Analyzer and Bil Analyzer featues.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-0l
IPUC
Production Request
Staff -055
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Scott Steele
Energy Solutions
[phone]
Who was responsible for Avista's Website design project? i.e. interal or outsourced? If it was
outsourced, what was the name of the company who performed the re-design?
RESPONSE:
The Company outsourced the website design project to Ascentium Corporation. Their address is
225 108th Ave NE, Suite 225, Bellevue, WA 99004.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff -056
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Scott Steele
Energy Solutions
[phone]
Company witness Kopczynski stated in his testimony that a 10% incoming call reduction was
expected as a result of the new self-servce options. When does the Company expect to reach the
10% reduction?
RESPONSE:
The final transaction fuctionality that wil be delivered for phase 1 is the automation of open,
close and transfer, This fuctionality is scheduled for release in June. The business case stated
that we expect to transition 10% of the calls from the call center to web within 12 months after
going live. Functionality goals will be met June 2008, therefore the Company hopes to see
reductions by June 2009.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-0l
IPUC
Production Request
Staff -057
DATE PREPARD:WISS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
How many Idaho customers are now signed up for e-biling?
RESPONSE:
The Company currently has 14,445 Idaho customers enrolled on eBil1.
05/29/08
Don Kopczyski
Scott Steele
Energy Solutions
[phone]
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-01
IPUC
Production Request
Staff -058
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
Randi Rich
Customer Servce
[phone]
REQUEST:
Are the IV and Outage Management System connected? If yes, please descrbe what fuctions
are connected and how customers and A vista customer servce personnel benefit from the two
systems being linked together.
RESPONSE:
Yes. The Avista IV and Outage Management Tool (OMT) are integrated. For clarfication, OMT
is Avista's internally developed Outage Management System.
When a customer first calls in to A vista, the IV checks to see if there is a match between the
customers AN (automatic number identification) and our customer database. If there is a one to
one match, the IV then checks to see if the customer is par of a known outage. The OMT
provides this information. If the customer is par of a known outage, the IV then speaks the
outage information to the customer (tells customer that Avista is aware of the outage at their
location, the cause (if known) and an estimated restoration time). Customers are then given the
usual self-service options, including the abilty to enter an electrc outage trouble ticket.
The customer must authenticate by either verfyng their servce address (for customers with a one
to one match between ANI and Avista's customer database) or by enterng their phone or account
number and then verifyng their servce address (for those without a match). Once authenticated,
any known outage message is spoken to the customer again and the' customer is asked a series of
questions to help identify the problem. The information provided by the customer is linked to the
OMT.
This link between the IV and the OMT benefits the customer by providing updated outage
information in a quick and efficient maner as well as allowing the customer to report their outage
quickly. This automated function is available 24 hours a day, 7 days a week. The customer does
not need to wait to speak with a customer service representative. A vista benefits by a reduction in
the number of customer serice representatives needed durng outages.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-01 1 A VU-G-08-0l
IPUC
Production Request
Staff -059
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05129/08
Don Kopczynski
April Spacek
System Operations
[phone]
REQUEST:
How has the Outage Management System helped to minimize the restoration time of outages?
RESPONSE:
The Avista Outage Management Tool (OMT) provides organzational and grouping capabilities
for tracking outages, available resources, and the assignent and status of work. OMT also
provides orderly and concise methods to record and track information for all involved offce
personnel to see simultaneously, whether in the centralized Distrbution Dispatch Offce or a
remote outside office. This provides the opportity for quick and seamless transitions in process.
In some situations, OMT allows processes to be operating simultaneously, when beneficiaL. The
flexibility within OMT allows for the management of the A vista electrc distrbution system to be
done by offce area, substation, or individual feeder, depending on the specific requirements of an
event.
The fact that the Avista IV and OMT are integrated with Avista's GIS electrc database allows
for the automated location of a reported outage incident, as long as the caller can be identified by
their phone number or customer account. The reported. incident and pertinent data and any
comments are then electronically displayed in the OMT graphically and spatially relative to its
actual location on the electrc distrbution system.
GMT also provides fuctionality that allows Distrbution Dispatch personnel to identify all
available resources, their general location, and a methodology to effectively group incidents and
assign work to specific crews by geographic area, when possible, Ths provides for greater
efficiency in the utilization of available resources and minimizes crew travel.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-0l 1 A VU-G-08-0l
IPUC
Production Request
Staff -060
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
AI Fisher
Operations
[phone]
Since implementation of the Outage Management System, please report on a monthly basis, the
reduction in time necessary to isolate problems and restore servce.
RESPONSE:
A vista does not currently have any means to quantify the reduction in time that the Outage
Management Tool (OMT) has provided to isolate problems and restore serice. However, in
general, the OMT is estimated overall to save approximately 2 to 4 hours each day performing
restoration of service on normal 1 daily outages. For extended storm related events that last 2 or 3
days in duration, it is estimated that OMT saves on an average 24 hours in restoration time (a
reduction of approximately 25 - 33% in restoration time).
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-0l 1 A VU-G-08-01
IPUC
Production Request
Staff-061
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/2008
Don Kopczynski
Galen Lorenz
Customer Serce
[phone]
REQUEST:
Please provide the total number of customer servce representatives by month for each of the last
four years (2004-2007).
RESPONSE:
Jan 90 75 85 70.5 79 66.25 81 67.25
Feb 90 75 89 73.3 82 68,25 88 72.25
Mar 89 74.3 88 72,5 83 69 85 69.75
Apr 89 74.3 88 72,5 80 66.25 83 68
May 89 74.3 86 71 81 67.25 83 68
Jun 88 73.5 84 69,8 80 66.25 82 67.Jul 84 69,8 84 69,8 79 65.5 80 65.5
Aug 83 69 82 68,25 78 64.5 80 65,5
Sep 91 75 79 66.8 78 64,5 79 64.75
Oct 91 75 76 64 75 62,5 76 62.5
Nov 89 73,5 73 73 74 62 76 62.5
Dec 89 73.5 77 77 73 61 74 61
This char shows the number of CSR's available to be scheduled to handle customer phone calls
and how that translates to the number of FTE' s each month from 2004 to 2007. The numbers var
each month due to atttion, hiring and the movement ofCSR's from positions in the Call Center to
other positions in Avista and sometime back again.
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08-01 1 A VU-G-08-0l
IPUC
Production Request
Staff -063
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/27/08
Don Kopczynski
Galen Lorenz
Customer Servce
[phone]
Please provide the yearly numbers since 2004 of customers who access the IV system and
subsequently elect to talk to a customer service representative.
RESPONSE:
The yearly numbers of customers who access the IV are detailed in first row below. For 2007,
1,446,378 total calls came in though the IV. Of that amount, the customers who then chose to
talk to a CSR was 821,555, while 624,823 were able to complete their requests though the IV.
IVR
IVR Handled
CSR Handled
1,336,394 1,384,201 1,433,469 1,446,378
402,071 529,831 600,730 624,823
934,323 854,370 832,739 821,555
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-08-0l 1 AVU-G-08-0l
IPUC
Production Request
Staff -065
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczyski
Gayle Kimsey
Customer Servce
[phone]
What is Avista's process at the time an account is first established to determine the appropriate rate
schedule?
RESPONSE:
At the time the customer opens an account, the Customer Serice representative looks at the rate
schedule and wil deterine if fuher review is necessar. Ths may be done by a field visit or
referred to the Commercial Deparent for a rate review, A weekly report is also generated to
review all new opens for potential rate change.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/29/08
Don Kopczynski
Gayle Kimsey
Customer Service
[phone]
IDAHO
AVU-E-08-0l 1 AVU-G-08-0l
IPUC
Production Request
Staff -066
REQUEST:
How does A vista monitor customer energy usage to ensure that the assigned rate schedule
continues to be appropriate?
RESPONSE:
On the 18t of each month, a report called "Rate Schedule Comparson" is generated to identify
customers who may be eligible for a rate change. If it is determined a change is necessar, the rate
is changed and a letter is sent to the customer. This gives the customer the opportity to call and
discuss the change. In addition to the letter, we send out a "How to Calculate" pamphlet so the
customer can see their current rate versus the rate they wil be charged going forward.
Letter Example
Dear Customer:
RE: Account Number
Servce Address
To ensure that our customers benefit from the most advantageous rates available, we periodically
review our customers' accounts and the bilings they receive.
In reviewing your account, you are curently on our Electrc General Servce Schedule 011. After
completing a Rate Schedule Analysis on the energy used, it appears that you wil save on your
monthly charges by switching your biling to our Electrc Large General Servce Schedule 021.
The potential savings is based on the assumption that you wil use approximately the same amount
of energy over the next twelve months. Ths does, however, mean that you wil need to remain on
this schedule for a perod of at least one-year.
I have changed your Rate Schedule to 021 effective with your next, biling.
If you have any questions, please call me at 1-800-727-9170 Ext. 8538.
Sincerely,
Gayle Kimsey
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-08-0l 1 A VU-G-08-0l
IPUC
Production Request
Staff -068
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/29/08
Don Kopczynski
DJ Kinserk
Customer Servce
[phone]
REQUEST:
What efforts áre being made to address the percentage of unatisfied customers per Avista's 2007
fourh quarer 2007 customer surey?
RESPONSE:
A vista's percentage of unsatisfied customers in the four quarer of 2007 is consistent with
statistics the Company has been receiving. Individual surey results are supplied to each CSR
quarerly for the following two questions: 1.) How would you rate your overall satisfaction with
the customer servce that you received from Avista Utilities? 2,) Thinking of your most recent
contact with A vista, please rate your satisfaction with the overall maner in which your call was
handled,
A vista focuses on customer satisfaction at all times and have quality assurance in place to insure
the service that our customers receive meets their expectation and that processes are followed
accurately. Quality Assurance allows us the opportity to recognze our employees for
exceptional serice and to recognze training opportities.
A vista has a strong commtment to training to insure that CSRs have up to date information. We
have a trainer that faciltates new hire and monthy training, and our Team Leaders conduct
individual side by side training sessions.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-08-0l 1 AVU-G-08-0l
IPUC
Production Request
Staff-079
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/30108
Dave DeFelice
Patrck Ehrbar
State & Federal Reg.
[phone]
Please provide all materials prepared and presented regarding ER # 7106 Constrct Ross Cour
Offce Building. Please include within your response all documentation demonstrating the need
for the project.
RESPONSE:
A vista has decided not to move forward with plans to constrct the proposed Ross Court Office
Building. It was determined that the economics of ths project are not viable at this point. The
Company continues to investigate the best avenue for additional offce space for both the short-
term (with the curent HV AC project) and the long-term. The capital project costs associated with
the Ross Court Building had a planed completion date in 2009 and therefore had not been
proformed into the Company's case.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-08.:0l 1 A VU-G-08-01
IPUC
Production Request
Staff-l 10
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/30/2008
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
Company witness Kopczynski references one of A vista's customer support programs as the Senior
Outreach Program. Is that program available to Idaho customers? If so, how many Idaho
customers in 2007 received assistance from this program and what was the average amount
received per customer?
RESPONSE:
No, the Senior Outreach Program is not available to Idaho customers, it is par of the Company's
Low Income Rate Assistance Program (LIR) provided to its Washington and Oregon
customers.