20110808Staff 61-74 to AVU.pdf

KRSTINE A. SASSER
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
BARNO. 6618
RECEIVED
2011 AUG -8 PM 3: 33
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-ll-ll
AVU-G-ll-l
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 MONDAY,
AUGUST 29, 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 will augment the documents produced.
Please provide answers to each question, including 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
THIRD PRODUCTION REQUEST
TO AVISTA 1 AUGUST 8, 2011
holder and if different the witness who can sponsor the answer at hearng if need be. Reference
IDAPA 31.01.01.228.
In addition to the wrtten copies provided as response to the questions, please provide all
Excel and electronic fies on CD with formulas activated.
Request No. 61: Please provide the actual monthly service levels reached by your
Customer Service Call Centers for the calendar year 2010.
Request No. 62: Please provide the total number of incoming telephone calls handled by
month by the Customer Service Centers for the calendar year 2010. 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. 63: Please provide by month the average call handle times per CSR in the
Avista call centers for the calendar year 2010.
Request No. 64: Please provide by month the average length of time in minutes and
seconds that customers placing calls to your call centers were placed on hold during calendar
year 2010.
Request No. 65: By month in calendar year 2010, please provide the number of
customers who accessed Avista's Enterprise Voice Portal (EVP) telephone system and
subsequently elected to speak with a CSR.
Request No. 66: Please provide by month for the year 2010, the percentage of calls
abandoned by the A vista call centers.
Request No. 67: Please provide by month for the years 2008 through 2010 the average
speed-of- answer, in seconds, by customer service representatives in the call centers.
THIRD PRODUCTION REQUEST
TO AVISTA 2 AUGUST 8, 2011
Request No. 68: Please provide by month for the year 2010 the total number of e-mails
received by the Company's Webmail group in the CSC. Also provide the average response time
in those months.
If Avista tracks calls to its Outage Management System separately, please answer the
following questions:
Request No. 69: Please provide by month for the years 2008 through 2010 the total
number of Outage Management Department calls handled by the ACD. Please provide
separately the total number of calls handled by the IVRU.
Request No. 70: Please provide by month for the years 2008 through 2010 the total
number of calls abandoned by the Outage Management Department.
Request No. 71: For those same months referenced in Request No. 70, please provide
the percent of calls that are abandoned.
Landlord Workbench Pilot Program
Request No. 72: On Page 13 of Company Witness Kopczynski's testimony, a pilot
program called the Landlord Workbench is identified. Please provide any and all written
material regarding this program, e.g., pages from training manuals, brochures sent to landlords,
screen shots available to the landlords. Please explain how landlords are made aware of this
program and how landlords enroll in the program.
Request No. 73: How many landlords are currently enrolled in the Landlord Workbench
pilot program and how many are curently using the online information available?
Request No. 74: Regarding the Landlord Workbench, has Avista identified any negative
consequences of the program, e.g., a landlord misusing information available? If so, please list
the disadvantages and how A vista handle each situation?
THIRD PRODUCTION REQUEST
TO AVISTA 3 AUGUST 8, 2011
Dated at Boise, Idaho, this ~!t day of August 2011.
~lia..~U&:K Sasser
Deputy Attorney General
Technical Staff: MP/61-74
i:umisc:prodreq/avue_gll.ks prod req 3
THIRD PRODUCTION REQUEST
TO AVISTA 4 AUGUST 8, 2011
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 8TH DAY OF AUGUST 2011,
SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE
COMMISSION STAFF TO AVISTA, IN CASE NOS. AVU-E-II-01_AVU-G-1l-01, BY
E-MAILING AND MAILING A COPY THEREOF, POSTAGE PREPAID, TO THE
FOLLOWING:
DAVID J MEYER
VP & CHIEF COUNSEL
A VISTA CORPORATION
PO BOX 3727
SPOKANE WA 99220-3727
E-MAIL: david.meyer(iavistacorp.com
BRAD M PURDY
ATTORNEY AT LAW
2019 N 17TH STREET
BOISE ID 83702
E-MAIL: bmpurdy(ihotmaiLcom
DR DON READING
6070 HILL ROAD
BOISE ID 83703
E-MAIL: dreading(imindspring.com
BENJAMIN J OTTO
IDAHO CONSERVATION LEAGUE
710 N 6TH ST
BOISE ID 83702
E-MAIL: botto(iidahoconservation.org
LARRY CROWLEY
ENERGY STRATEGIES INSTITUTE INC
5549 S CLIFFSEDGE AVE
BOISE ID 83716
E-MAIL: crowleyla(iaoLcom
KELLY 0 NORWOOD
VP STATE & FED REG
AVISTA CORPORATION
PO BOX 3727
SPOKANE WA 99220-3727
E-MAIL: kelly.norwoodCfavistacorp.com
PETER J RICHARDSON
GREGORY MADAMS
RICHARDSON & O'LEARY
PO BOX 7218
BOISE ID 83702
E-MAIL: peterCfrichardsonandolear.com
greg(irichardsonandoleary.com
E-MAIL ONLY:
MARV LEWALLEN
CLEARWATER PAPER CORP
E-MAIL:
marv.lewallenßPclearwaterpapercorp.com
DEAN J MILLER
McDEVITT & MILLER LLP
420 W BANNOCK ST
PO BOX 2564 (83701)
BOISE ID 83702
E-MAIL: joe(imcdevitt-miler.com
~':.\\QL
SECRETARY
CERTIFICATE OF SERVICE