20150909AVU to Staff 108.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 - 108 TELEPHONE: [phone]

REQUEST:

Please provide the average handling time by month for each of the last three years (2013, 2014 and YTD 2015). “Average handling time” is the average amount of time (usually expressed in minutes) it takes for a customer service representative to talk with a customer plus any additional “off-line” time it takes to complete the transaction or fully resolve the customer’s issue(s).

RESPONSE:

Average Handle Time (Min:Sec)   2013 2014 2015 Jan 5:52 6:28 5:58 Feb 5:54 6:19 7:49 Mar 5:53 6:07 7:23 Apr 5:48 5:57 7:28 May 5:35 5:54 6:58 Jun 5:34 5:51 7:06 Jul 5:32 5:39 6:57 Aug 5:30 5:51 7:07 Sep 5:43 6:26   Oct 6:23 6:12   Nov 6:17 6:07   Dec 6:09 6:09  
The increase in Average Handle Time beginning in February 2015 is attributable to the implementation of a new Customer Information System as part of Project Compass, which went live on February 2nd.