20100512Staff 39-70 to AVU.pdf

DONALD L. HOWELL, II
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
IDAHO BAR NO. 3366
,.i\i..nRECtl,t t:",
ift18M~Y \ 2 AM 8: 36
\ Qi~;tgJ F~l
UTtLI ¡ ¡t:~ CJ
KRISTINE A. SASSER
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
BAR NO. 6618
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5918
Attorneys for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF THE APPLICATION )
OF A VISTA CORPORATION DBA A VISTA )
UTILITIES FOR THE AUTHORITY TO )
INCREASE ITS RATES AND CHARGES FOR )
ELECTRIC AND NATURAL GAS SERVICE )IN IDAHO. )
)
)
)
CASE NO. AVU-E-1O-1
AVU-G-10-1
THIRD PRODUCTION
REQUEST OF THE
COMMISSION STAFF
TO A VISTA CORPORATION
The Staff of the Idaho Public Utilties Commission, by and through its attorney of record,
Kristine A. Sasser, Deputy Attorney General, requests that Avista Corporation (Company;
Avista) provide the following documents and information on or before WEDNESDAY,
JUNE 2, 2010.
THIRD PRODUCTION REQUEST
TO AVISTA 1 MAY 12,2010
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
IDAPA 31.01.01.228.
In addition to the written copies provided as response to the questions, please provide all
Excel and electronic files on CD with formulas activated.
REQUEST NO. 39: For calendar year 2009, please provide the monthly and anual
total number of residential accounts.
REQUEST NO. 40: For calendar year 2009, please provide the monthly and anual
total number of residential accounts disconnected from service for non-payment.
REQUEST NO. 41: For calendar year 2009, please provide: (a) the monthly and anual
total number of residential accounts with payment arrangement agreements; and (b) the monthly
and annual total number of payment arangement agreements made on residential accounts.
REQUEST NO. 42: For those accounts identified in your response to Request No. 41
(previous request) please provide: (a) the total number and percentage of accounts that defaulted
on payment arangements each month and annually; and (b) the total number and percentage of
payment arangement agreements that were not kept each month and anually.
REQUEST NO. 43: For calendar year 2009, please provide the monthly and anual
total number of residential accounts that participated in Comfort Level Biling. How many and
what percentage of those accounts discontinued Comfort Level Biling each month and anually?
THIRD PRODUCTION REQUEST
TO AVISTA 2 MAY 12,2010
REQUEST NO. 44: For calendar year 2009, please provide the monthly and anual
total number of residential 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 each month and annually?
REQUEST NO. 45: In March 2009, three new payment plan options (Budget Biling,
Flexible Payment and Bil Plus) were offered to residential customers. For residential accounts
during calendar year 2009, please provide for each of the new payment plan options: (a) the
monthly and annual total number of accounts with payment arangement agreements; and (b) the
monthly and anual total number of payment arangement agreements.
REQUEST NO. 46: For those accounts identified in your response to Request No. 45
please provide: (a) the total number and percentage of accounts that defaulted on payment
arangements each month and anually; and (b) the total number and percentage of payment
arangement agreements that were not kept each month and annually.
REQUEST NO. 47: Please provide a detailed description of any new payment plan
options that are offered to residential customers other than those described in responses to
previous Request Nos. 43 through 45.
REQUEST NO. 48: Have any existing payment plan options been terminated or
modified? If yes, please explain.
REQUEST NO. 49: For each of the past four calendar years (2006-2009), please
provide: (a) the monthly and anual total number of residential accounts with deposits; (b) the
monthly and anual percentage of residential accounts with deposits; and (c) the monthly and
annual average deposit dollar amount on residential accounts.
THIRD PRODUCTION REQUEST
TO AVISTA 3 MAY 12,2010
REQUEST NO. 50: By month, how many residential accounts were signed up for
Moratorium protection from December 1,2009 through Februar 28, 2010?
REQUEST NO. 51: By month, how many and what percentage of those residential
accounts were placed on the Winter Payment Plan from November 1, 2009 through March 31,
2010?
REQUEST NO. 52: By month for calendar year 2009 and YTD 2010, how many and
what percentage of accounts defaulted on the Winter Payment Plan?
REQUEST NO. 53: For Fiscal Year 2009, please provide the total dollar amount
contributed to Project Share for Idaho by: a) Avista shareholders; b) Idaho customers; and c)
other sources. In addition, please provide the total number of grants provided to Idaho customers
and the total dollar amount distributed to Idaho customers.
REQUEST NO. 54: Order No. 30647 directed that an anual grant of $25,000 be
provided to Idaho CAP Agencies "for the purpose of underwiting agency personnel assisting in
low income outreach and energy conservation education." Please provide: (a) a copy of the
signed contract between A vista and the CAP agency in compliance with this Order; (b) the date
the program was implemented in Idaho; (c) the goals and objectives of the program and a
description of how outreach and energy conservation education services are provided; (d) the
number of A vista customers that have received energy conservation education; (e) how the
money has been spent, e.g., percentage breakdown for personnel, administration, equipment,
publications, kits, etc.; (f) what data is tracked for evaluation puroses; (g) the criteria that wil
be used to determine whether the program was successful in meeting its goals and objectives;
and (h) when and how evaluations wil be conducted.
REQUEST NO. 55: Senior Energy Conservation workshops were to be implemented in
Idaho in the fall of 2008 but were not due to a delay in materials ariving and time constraints of
the facilitators. Please provide: (a) the date the program was implemented; b) the number of
THIRD PRODUCTION REQUEST
TO AVISTA 4 MAY 12,2010
workshops held in calendar year 2009; (c) the total number of senior citizens who paricipated in
the workshops; (d) the number of energy conservation kits provided; and (e) the contents of the
kits.
REQUEST NO. 56: For each of the past five calendar years (2005-2009), please
provide the monthly and annual total number of residential Idaho customers assisted by the
CARES program.
REQUEST NO. 57: Since March of 2009, have any of Avista's forms required by the
Utilties Customer Relations Rules (UCRR) been revised? If yes, please provide a copy of those
forms and note what changes were made.
REQUEST NO. 58: Please provide Avista's current established service level goal for its
Customer Contact Centers.
REQUEST NO. 59: Please provide actual service levels that were attained by month for
calendar year 2009.
REQUEST NO. 60: Please provide the total number of incoming telephone calls
handled by month by the Customer Contact Centers for calendar year 2009. For each month
provide a breakdown by the following categories: a) IVR handled calls; b) Customer Service
Representative (CSR) handled calls; and c) abandoned calls.
REQUEST NO. 61: Please provide by month the average call handle times by CSRs in
the call centers for calendar year 2009.
REQUEST NO. 62: Please provide by month the average length of time in minutes and
seconds that customers telephoning were placed on hold during calendar year 2009.
THIRD PRODUCTION REQUEST
TO AVISTA 5 MAY 12,2010
REQUEST NO. 63: As of March 2010, how many Idaho Avista customers were signed
up to receive their bils through Avista's e-biling program?
REQUEST NO. 64: By month please provide the total number of CSRs for calendar
year 2009.
REQUEST NO. 65: For calendar year 2009, please provide the total number of
customers who accessed the IVR system and subsequently elected to speak with a CSR.
REQUEST NO. 66: When wil Mobile Dispatch be available for its service personnel
serving electric customers?
REQUEST NO. 67: For calendar year 2009, please provide by month the number of
emails received by the Customer Service Center.
REQUEST NO. 68: Please describe in detail the program offered by A vista wherein
property owners or managers assume responsibilty for payment of bils during periods of time
when property is vacant but service remains connected. Please provide all forms and letters
associated with the program, including whether the correspondence is manually or automatically
generated. Please provide the step by step process for how a property owner or manager "signs
up" for the program and any scripted information or written contractual agreements that are used
by customer service personnel at the time of enrollment. Please provide pages from training
manuals or online CSR "help" desk pages regarding the program.
REQUEST NO. 69: Under what circumstances does Avista allow a third party (e.g.,
landlord or property management agent) to sign up for service on behalf of the customers who
wil be receiving service and responsible for their own bil payment? Please provide any written
forms or applications for service that must be submitted to A vista prior to establishing an
account for the customer.
THIRD PRODUCTION REQUEST
TO AVISTA 6 MAY 12,2010
REQUEST NO. 70: Since March of 2009, has Avista made any changes or
enhancements to its Outage Management Tool (OMT)? If so, please provide a description of
those changes.
Dated at Boise, Idaho, this J;i ~ay of May.
~b~a. ~lA.~A.Sasser
Deputy Attorney General
Technical Staff: Curtis Thaden/39-56
Marilyn Parker/57-70
i:umisc:prodreq/avueJIO. Iksct prod req3.doc
THIRD PRODUCTION REQUEST
TO AVISTA 7 MAY 12,2010
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 12TH DAY OF MAY 2010,
SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE
COMMISSION STAFF TO AVISTA, IN CASE NOS. AVU-E-10-01_AVU-G-10-01, BY
E-MAILING AND MAILING A COPY THEREOF, POSTAGE PREPAID, TO THE
FOLLOWING:
DAVID J MEYER
VP & CHIEF COUNSEL
AVISTA CORPORATION
PO BOX 3727
SPOKANE WA 99220-3727
E-MAIL: david.meyercmavistacorp.com
PETER J RICHARDSON
GREG M ADAMS
RICHARDSON & O'LEARY
515 N 27TH ST
BOISE ID 83702
E-MAIL: petercmrichardsonandoleary.com
gregcmrichardsonandoleary.com
DEAN J MILLER
MCDEVITT & MILLER LLP
PO BOX 2564
BOISE ID 83701
E-MAIL: joe(imcdevitt-miler.com
ROWENA PINEDA
ID COMMUNITY ACTION
NETWORK
3450 HILL ROAD
BOISE ID 83703
E-MAIL: Rowenacmidahocan.org
BRAD M PURDY
ATTORNEY AT LAW
2019 N 17TH ST
BOISE ID 83702
E-MAIL: bmpurdy(ihotmail.com
KEN MILLER
SNAKE RIVER ALLIANCE
PO BOX 1731
BOISE ID 83701
E-MAIL: kmilercmsnakeriveralliance.org
KELL YO NORWOOD
VP STATE & FED REG
A VISTA CORPORATION
PO BOX 3727
SPOKANE WA 99220-3727
E-MAIL: kelly.norwoodcmavistacorp.com
HOWARD RAY
CLEARWATER PAPER CORP
803 MILL ROAD
PO BOX 1126
LEWISTON ID 83501-1126
E-MAIL: howard.raycmclearwaterpaper.com
LARRY CROWLEY
ENERGY STRATEGIES INSTITUTE
5549 S CLIFFS EDGE AVE
BOISE ID 83716
E-MAIL: crowleylacmaol.com
LEEANNHALL
3518 S EDMUNDS ST
SEATTLE WA 98118
BENJAMIN J OTTO
ID CONSERVATION LEAGUE
POBOX 844
BOISE ID 83701
E-MAIL: bottocmidahoconservation.org
ROB PLUID PRESIDENT
NORTH IDAHO ENERGY LOGS
PO BOX 571
MOYIE SPRINGS ID 83845
E-MAIL: robpluidcmgmail.com
CLARK FAIRCHILD
VICE PRESIDENT
NORTH IDAHO ENERGY LOGS
PO BOX 571
MOYIE SPRINGS ID 83845
E-MAIL: energylogscmgmail.com
TOM OXFORD
SECRETARY TREASURER
NORTH IDAHO ENERGY LOGS
E-MAIL: oxfordcmmeadowcrk.com
(ELECTRONIC SERVICE ONL Y)
'\
\ .)(~