20150909AVU to Staff 105.doc

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION

JURISDICTION: IDAHO DATE PREPARED: 09/01/2015
CASE NO.: AVU-E-15-05/AVU-G-15-01 WITNESS: Don Kopczynski
REQUESTER: IPUC RESPONDER: William Ozminkowski
TYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Staff - 105 TELEPHONE: [phone]

REQUEST:

Please provide the service level for the customer service call center by month for each of the past three years (2013, 2014 and YTD 2015). “Service level” is the percentage of calls answered within a certain number of seconds, e.g., 80% of calls answered within 20 seconds.

RESPONSE:

Avista’s “Service Level” or Grade of Service (GOS) goal is to answer 80% of incoming calls within 60 seconds.

Service Level
(% of calls answered in 60 seconds)   2013 2014 2015 Jan 85.1% 83.0% 82.5% Feb 84.1% 83.3% 83.8% Mar 81.9% 83.9% 81.5% Apr 84.1% 85.9% 80.6% May 80.2% 82.6% 80.5% Jun 81.1% 81.3% 81.3% Jul 81.4% 80.7% 80.5% Aug 80.2% 77.5% 80.5% Sep 80.3% 84.3%   Oct 84.8% 81.4%   Nov 83.0% 82.8%   Dec 83.3% 83.7%