HomeMy WebLinkAbout20160906AVU to Staff 129.docAVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION: IDAHO DATE PREPARED: 08/30/2016
CASE NO.: AVU-E-16-03 WITNESS: James Kensok
REQUESTER: IPUC RESPONDER: Kelly Conley/Larry La Bolle
TYPE: Production Request DEPARTMENT: Customer Solutions
REQUEST NO.: Staff - 129 TELEPHONE: (509) 495-8978
REQUEST NO. 129:
In AVU-E-15-05, the Company estimated costs of $2 million to redesign AvistaUtilities.com. AVU-E-15-03 now shows 2016 costs of $5.5 million. Please explain why the Company’s estimates have increased by $3.5 million. Please describe the updates that have been made to the website and whether or not the redesign is done internally, or by a third party. Please further describe the criteria for determining if the website incorporates “best practices for customer usability and security,” as stated on page 13 of the Direct Testimony of Mr. Kensok.
RESPONSE:
Avista’s existing customer website is based on technology applications that have effectively reached the end of their useful life. As a result, the Company is undertaking a total replacement of this system. In this respect, there are no particular updates to the site since it is being completely redeveloped. As is the case with large software application projects, the degree of certainty about the complexity and the ultimate cost of the project increases through the life of the project, particularly in the early stages that include the development of requirements and the completion of the design work. This phenomenon, referred to in the industry as the “cone of uncertainty,” is depicted in the chart below.
The Company’s initial cost estimate of $2,000,000 was made at the outset of the project, which would roughly correspond to the “Initial Concept” stage on the chart. As the Company continued to develop and refine the project, corresponding with the “project definition” and “complete requirements” stages we revised the estimated cost to reflect the increased level of definition of the requirements. Avista initially selected Sharepoint 2013 for the new web platform, however, the announcement of future limiting changes in that platform by the vendor, Microsoft, required the Company to consider a different system. Accordingly, we paused the project to evaluate alternative platforms that would best serve the needs of our customers and the Company. In 2016, Avista chose Sitecore as the new platform.
Among other attributes, Sitecore provides a powerful and flexible content management system that allows for efficient editing, management, and deployment of effective web features in an ongoing effort to meet the changing expectations of our customers.
Avista’s internal team is currently engaged in the “design phase” of the project and we have retained a third party vendor to support this effort, Connective DX, which has particular expertise specializing in designing effective customer and user experience.
Development of the site will follow an “Agile” software development methodology and incorporates multiple testing phases including unit, system, and user acceptance testing. Avista is developing the site according to W3C Web Content Accessibility Guidelines (WCAG) 2.0, which are widely regarded as the industry standard for website usability and accessibility. Secure connections will be utilized for all user logins and financial transactions. In addition, by hiring Connective DX, a firm specializing in digital experience design, we are ensuring the website will be using best practices.
www.sitecore.net
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