20090304Staff 22-46 to Avista.pdf

SCOTT WOODBURY
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
ISB NO. 1895
KRISTINE A. SASSER
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
BARNO. 6618
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5983
Attorneysfor the Commission Staff
REf'E1Vë:l,.i "i . ,-- .
26ß9MAR -4 AM II: 10
iEFORE THE IDAHO PUBLIC UTIiITIES COMMISSION
IN THE MATTER OF THE APPLICATION
OF A VISTA CORPORATION FOR THE
AUTHORITY TO INCREASE ITS RATES
AND CHARGES FOR ELECTRIC AND
NATURAL GAS SERVICE TO ELECTRIC
AND NATURAL GAS CUSTOMERS IN THE
STATE OF IDAHO.
)
) CASE NO. AVU-E-09-1) A VU-G-09-1
)
) SECOND PRODUCTION
) REQUEST OF THE
) COMMISSION STAFF
) TO A VISTA CORPORATION
)
The Staf o. f the Idaho Public Utilities Commissi1n, by and through its attorney of record,
Kristine A. Sasser, Deputy Attorney General, requests thrt Avista Corporation (Company;
Avist) provid!. the following documents and inorm,tiot on or before WEDNESDAY,
MARCH 25, 2009.
SECOND PRODUCTION REQUEST
TO AVISTA 1 MARCH 4, 2009
This Production Request is to be considered as continuing, and A vista is requested to
provide, by way of supplementary responses, additional documents that it or any person acting
on its behalf may later obtain that wil augment the documents produced.
Please provide answers to each question, supporting workpapers that provide detail or are
the source of information used in calculations. The Company is reminded that responses
pursuant to Commission Rules of Procedure must include the name and phone number of the
person preparing the document, and the name, location and phone number of the record holder
and if different the witness who can sponsor the answer at hearing if need be. Reference IDAP A
31.01.01.228.
In addition to the written copies provided as response to the questions, please provide all
Excel and electronic fies on CD with formulas activated.
REQUEST NO. 22: Since June 2008, have any of Avista's forms required by the Utilty
Customer Relations Rules (UCRR) been revised? If yes, please provide a copy of those forms
and note what changes were made.
REQUEST NO. 23: Please provide Avista's current established service level goal for its
Customer Contact Centers.
REQUEST NO. 24: Please provide actual service levels that were attained by month for
calendar year 2008.
REQUEST NO. 25: Please provide the total number of incoming telephone calls
handled by month by the Customer Contact Centers for calendar year 2008. For each month,
provide a breakdown by the following categories: a) IVR handled calls; ~) Customer Service
Representative (CSR) handled calls; and c) abandoned calls. I
i
!
REQUEST NO. 26: Please provide by month the average call Handle times by CSRs in
the call centers for calendar year 2008.
SECOND PRODUCTION REQUEST
TO AVISTA 2 MARCH 4, 2009
REQUEST NO. 27: Please provide by month the average length oftime in minutes and
seconds that customers telephoning were placed on hold during calendar year 2008.
REQUEST NO. 28: In May 2008, Avista reported that 14,445 Idaho customers were
signed up to receive their bils through Avista's e-biling program. How many customers
currently are signed up for this service?
REQUEST NO. 29: By month, please provide the total number of CSRs for calendar
year 2008.
REQUEST NO. 30: For calendar year 2008, please provide the total number of
customers who accessed the IVR system and subsequently elected to speak with a CSR.
REQUEST NO. 31: For the calendar year 2008, please provide the number of
transactions and the method (IVR self-service; telephone conversation with a CSR; website or
e-mail inquiry; written correspondence; other) by which customers requested the following
services: open or close account; reconnect service; report emergency; pay bil; make payment
arangements; get biling or account information.
REQUEST NO. 32: Does A vista have a projected date for when Mobile Dispatch wil
be available for its service personnel serving electric customers? If so, please provide the date.
REQUEST NO. 33: To date, how many remote disconnect devices has Avista installed
in Idaho since August 2008.
REQUEST NO. 34: Please provide a summary of the various reasons those devices
were installed.
REQUEST NO. 35: Please provide the number of times A vista has employed the use of
the devices to disconnect or reconnect service.
SECOND PRODUCTION REQUEST
TO AVISTA 3 MARCH 4, 2009
REQUEST NO. 36: Please describe any problems A vista has encountered with
installation or operation of the remote disconnection devices.
REQUEST NO. 37: Please provide a summary of any customer feedback the Company
has received since implementation of the Pilot Program in accordance with Order No. 30603,
AVU-E-07-9.
REQUEST NO. 38: For each of the past four calendar years (2005-2008), please
provide the monthly and annual total number of residential gas and/or electric accounts.
REQUEST NO. 39: For each of the past four calendar years (2005-2008), please
provide the monthly and anual total number of residential gas and/or electric accounts
disconnected from service for non-payment.
REQUEST NO. 40: For each of the past four calendar years (2005-2008), please
provide: (a) the monthly and annual total number of residential gas and/or electric accounts with
payment arangement agreements; and (b) the monthly and anual total number of payment
arangement agreements made on residential gas and/or electric accounts.
REQUEST NO. 41: For those accounts with payment arrangements identified in your
response to Request No. 40, how many and what percentage of accounts defaulted on payment
arangements each month and annually? How many and what percentage of payment
arrangement agreements were not kept?
REQUEST NO. 42: For each of the past four calendar years (2005-2008), please
provide the monthly and annual total number of accounts that paricipated in Comfort Level
Biling. How many and what percentage of those accounts discontinued Comfort Level Biling
each month and anually?
SECOND PRODUCTION REQUEST
TO AVISTA 4 MARCH 4, 2009
REQUEST NO. 43: For each of the past four calendar years (2005-2008), please
provide the monthly and annual total number of accounts that had a Levelized Pay Plan. How
many and what percentage of those accounts defaulted on a Levelized Pay Plan each month and
anually? Of those accounts that defaulted on a Levelized Pay Plan, how many were
subsequently disconnected for non-payment within 60 days of default?
REQUEST NO. 44: By month, how many residential gas and/or electric accounts were
signed up for Moratorium protection from disconnection from November 1, 2008 through
Februar 28, 2009?
REQUEST NO. 45: By month, how many and what percentage of those accounts under
Moratorium protection were placed on the Winter Payment Plan from November 1, 2008 through
Februar 28, 2009?
REQUEST NO. 46: By month for each of the last four calendar years (2005-2008), how
many and what percentage of accounts defaulted on the Winter Payment Plan?
Dated at Boise, Idaho, this 4:t day of March.
~.i(1. ~AAtAKri ine A. Sasser --40
Deputy Attorney General
Technical Staff: Marilyn Parker/22 - 37
Curis Thaden/38 - 46
i:umisc:prodreq/avue_g09. Iksmpct prod req2.doc
SECOND PRODUCTION REQUEST
TO AVISTA 5 MARCH 4, 2009
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 4TH DAY OF MARCH 2009,
SERVED THE FOREGOING SECOND PRODUCTION REQUEST OF THE
COMMISSION STAFF TO AVISTA, IN CASE NOS. AVU-E-09-01 & AVU-G-09-01, BY
MAILING A COPY THEREOF, POSTAGE PREPAID, TO THE FOLLOWING:
DAVID J. MEYER
VICE PRESIDENT AND CHIEF COUNSEL
A VISTA CORPORATION
PO BOX 3727
SPOKANE W A 99220
E-MAIL: david.meyer(iavistacorp.com
DEAN J MILLER
McDEVITT & MILLER LLP
PO BOX 2564
BOISE ID 83701
E-MAIL: joe(imcdevitt-miler.com
CONLEY E WARD
MICHAEL C CREAMER
GIVENS PURSLEY LLP
PO BOX 2720
BOISE ID 83701-2720
E-MAIL: cew(igivenspursley.com
mcc(igivenspursley.com
BETSY BRIDGE
ID CONSERV A TION LEAGUE
710 N SIXTH STREET
POBOX 844
BOISE ID 83701
E-MAIL: bbridge(iwildidaho.org
KELL Y NORWOOD
VICE PRESIDENT - STATE & FED. REG.
AVISTA UTILITIES
PO BOX 3727
SPOKANE WA 99220
E-MAIL: kelly.norwood(iavistacorp.com
SCOTT ATKINSON
PRESIDENT
IDAHO FOREST GROUP LLC
171 HIGHWAY 95 N
GRANGEVILLE ID 83530
E-MAIL: scotta(iidahoforestgroup.com
DENNIS E PESEAU, Ph.D.
UTILITY RESOURCES INC
SUITE 250
1500 LIBERTY STREET SE
SALEM OR 97302
E-MAIL: dpeseau(iexcite.com
.~~
CERTIFICATE OF SERVICE