20190904Avista to Staff 149-154.pdf

AVISTA CORPORATION
RESPONSE TO REQUEST FOR TNFORMATTON
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E-19-04
IPUC
Production Request
Staff-149
DATE PREPARED
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
08/2y2019
Clint Kalich
William Johnson
Power Supply
(s09) 49s-4046
REQUEST:
Schedule 3 of Mr. Kalich's Exhibit No. 7 shows "Douglas PUD-Wells Purchase" costs of
$2,898,000 for the 2020Pro Forma. Through communication with Avista, it should cost
$2,997,000 for the 2020 Pro Forma. Please explain the cause of the difference and provide
workpapers that calculates the correct cost.
RESPONSE:
Please see Avista's response 149C, which contains TRADE SECRET, PROPRIETARY or
CONFIDENTIAL information and exempt from public view and is separately filed under
IDAPA 31.01.01, Rule 067 and233, and Section 9-340D,Idaho Code.
Please see StaflPR_l4gc Confidential Attachment A for the correct Douglas PUD-Wells
Purchase expense of $2,997,000. The pro forma incorrectly reduced the Wells fixed charge by the
Colville Tribe's 5.5o/o allocation of the Wells output.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AW-E-I9-04
IPUC
Production Request
Staff-150
DATE PREPARED: 08120/2019WITNESS: Clint Kalich
RESPONDER: Xin Shane
DEPARTMENT: Energy Resources
TELEPHONE: (s09) 49s-4121
REQUEST:
Schedule 3 of Mr. Kalich's Exhibit No. 7 shows "Palouse Feather" costs of $221,000 for the 2020
Pro Forma. Please confirm whether or not the $221,000 for "Palouse Feather" is intended to
capture the payment Avista makes to Palouse Wind for the curtailed hours beyond the 50 hours in
each rolling 2-year period allowed in the contract. Please include workpapers calculating the
$221,000 amount.
RESPONSE:
Please see Avista's response 150C, which contains TRADE SECRET, PROPRIETARY or
CONFIDENTIAL information and exempt from public view and is separately filed under
IDAPA 31.01.01, Rule 067 and233, and Section 9-340D,ldaho Code.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E-19-04
IPUC
Production Request
Staff- l5l
DATE PREPARED: 0910412019WITNESS: Jim Kensok
RESPONDER: Stephanie Myers
DEPARTMENT: Customer Solutions
TELEPHONE: [phone]
REQUEST:
Regarding the Customer Facing Technology Project Production Request No. 94 Response, for
Customer Experience Platform (CRM), myAvista Web Enhancements, and CC&B/MDM
enhancements, please provide all analysis including: cost benefit analysis, request for proposal,
and break out ofall expenses.
RESPONSE:
Please see Avista's response l5lc, which contains TRADE SECRET, PROPRIETARY or
CONFIDENTIAL information and exempt from public view and is separately filed under
IDAPA 31.01.01, Rule 067 and233, and Section 9-340D,Idaho Code.
According to supply chain guidelines, a project may or may not require an RFP. The myAvista
Web Enhancements, and CC&B/MDM enhancement projects that will be completed in 2019, no
projects required a request for proposal. The first project within the CRM program (which did
require an RFP) will be completed in2020.
The CRM cost benefits analysis is provided in Staff-PR-l51 CONFIDENTIAL Attachment D.
This analysis was an initial estimate based on benchmarking data from our software vendors
(based on work they have done across many industries). The worksheet does not include projected
benefits in customer satisfaction/experience including ease of doing business from the customer
point of view.
The enhancements projects contain very small to medium sized enhancements. The backlog for
the web enhancements project in20l9 contains almost 200 enhancements yet to be completed this
year. We perform cost benefit analysis for some enhancements in the web enhancements project,
but not all of them. See list of all enhancernents in Staff-PR-151 CONFIDENTIAL Attachment E.
The company has provided a sample of the 'automate start service' enhancement that contains a
cost benefit analysis in Staff-PR-I5l CONFIDENTIAL Attachment F. The company will
supplement this response with the CC&B/MDM enhancements list and samples of cost benefit
analysis at a later date.
Please see Staff-PR-l5l CONFIDENTIAL Attachments A-C for a detailed break out of all
expenses related to the CRM, myAvistaWeb Enhancements, and CC&B and MDM enhancements
for January through June 2019 as listed in the Company's response to Production request No. 94.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E- l9-04
IPUC
Production Request
Staff-152
DATE PREPARED: 0813012019WITNESS: Jim Kensok
RESPONDER: Walter Roys/Andy Leija
DEPARTMENT : Enterprise Technology
TELEPHONE: (509) 49s-2878
REQUEST:
Regarding the Data Center Compute and Storage Systems Project Production Request No. 109
Response, please provide purchase orders and supporting cost benefit analysis documents for
Linux OS Red Hat 6 Refresh.
RESPONSE:
The Linux Operating System (OS) Red Hat 6 Refresh project that was presented in response to
production request No. 109 is in the initiation phase. Therefore, no purchase orders are available.
Additionally, this particular project is an upgrade of a server operating system, on which various
financial and database application systems run on to support automated business processes, such
as procurement, billing, month-end closing, etc. Ongoing operating system upgrades are necessary
to maintain patching and support of the server operating system technology to reduce security
vulnerability and maintain system reliability. There is no cost benefit analysis required for
operating system upgrades, as they support existing technology and reduce overall risk to Avista
and its customers.
The Red Hat 6 Refresh project has been deferred to January 2020 and therefore has not been
included in the Company's updated re-forecast transfers-to-plant update provided in Staff-PR-067.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AW-E-I9-04
IPUC
Production Request
Staff-l 53
DATE PREPARED: 0910312019WITNESS: James Kensok
RESPONDER: Chris George
DEPARTMENT: Customer Solutions
TELEPHONE: (s09) 49s-7911
Customer Comment
Include access to current amount due during
the month. Real time amount due during
current usage month.
Add live chat with customer service til 8pm at
night or start at 5am til closing to maybe
improve customer help.
Should have an on-line chat mechanism.
You guy really need to create a mobile app
where you can pay your bill. It would make it
much more convenient. Almost every other
company of your size or bigger has one and it
makes it very fast and easy.
REQUEST:
During an on-site Staff audit visit survey metrics regarding the Customer Facing Technology
Mobile Application were referred to and not presented. Please provide all customer survey metrics
and documentation in relation to customer satisfaction, requested technologies, and payment
satisfaction utilized in the Customer Facing Technology Mobile Application case.
RESPONSE:
Specific customer satisfaction metrics for the Mobile App include the Star Ratings that appear in
the Apple (IOS) and Google (Android) App Stores.
Since the mobile app was first implemented with view/report outage functionality in June, 2017o 12 ratings have been received for IOS, with an average star rating of 3.3 out of 5 stars.
There have been no IOS ratings received since billing/payment options went live on the
mobile app in June, 2019.
c 20 ratings have been received for Android, with an average star rating of 4.1 out of 5 stars
Only two of those ratings were received after billing/payment options went live on the
mobile app in June, 2019.
We also survey our website (myavista.com) customers for overall satisfaction with their website
visit, and ask respondents what we can do to enhance their online experience. From January I't,
2019 through July 31't, 2019 we have received 2,102 completed website/feedback surveys. 25 of
those responses included comments related to requested technologies and are listed below.
Date
0Llo3/2OL9
07/24/2Ot9
07/28l2OLs
Star Rating
(out of 5)
Satisfaction Score
(out of 100)
Survey
lnstrument
Web Survey
Web Survey
Web Survey
Web Feedback
85
92
7
93lu2o7 L Sta
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3/8/2O7
3l72l217e
o4lo4/2o7e 78
o4l04/2OL9 100
o4lLtl2otg
041!2l2OL9
417512079 4 Stars
0s/28lz0Le
Web Feedback
Web Feedback
Web Survey
Web Survey
Web Survey
Web Survey
Web Feedback
Web Feedback
Web Survey
Web Survey
Web Survey
Web Survey
Web Survey
Web Survey
Web Survey
Web Survey
Web Feedback
Web Survey
Web Survey
Web Survey
Web Survey
rs
rs
Sta
Sta
3
2
9 I think an avista app would help alot.
It would be nice if the were some way on your
web site to find out if gas was available at a
particular location. For instance my house
does not have gas but neighbors just down the
street do and I would like to have gas in my
home. As it is now I have to wait for your
business hours and call to find out.
online chat with customer service
phone app
I would LOVE some more payment options,
like PayPal or some other social media
payment services (Zelle, Venmo, etc.).
real time smart meter power usage.
Develop an iOS app that allows me to log in to
my account using Touch ID to view and pay
my bill.
You should have a way to schedule an 8l I
locate appointment on the website so we don't
have to call
I couldnt find your app to down load on my
phone
I am not able to add Project Share
contributions to my online payments. I would
like to be able to do that.
A mobile app for bill pay.
An app.
Im still waiting for a smart phone app that will
let me see real time how much power Im
consuming at any given time.
An app
I would love to be able to chat with a
representative on an online chat if I have any
basic pa1'rnent questions.
Make an app. So it's easier to pay your bill
It would be nice to have the website in an
Apple app so that I don't have to find it every
time.
It would be nice to have it as an app I can save
& just click into
Make an app for cellphones
Mobile app for online bill payment would be
nlce
Would love a text telling me bill is ready and
amount due
100
67
89
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07lo2/2}19
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07/0612OL9
07/o6l2OL9
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0712612019
07l3Ol2O19
100
78
15
92
100
100
9t2/zOL7l rsSta4
78
60
100
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5/LI|2OL9 2 Stars
-r-
O6/05/2OL9't 67
8
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E-19-04
IPUC
Production Request
Staff- I 54
DATE PREPARED: 0812012019WITNESS: Scott Kinney
RESPONDER: Scott Kinney
DEPARTMENT: Power Supply
TELEPHONE: (s09) 495-4494
REQUEST:
From the New Generation Resource Integration Study (Kinney, Schedule 4C at 181), please
explain how the Othello/Lind Interconnection for the Rattlesnake Flats project, which required
substantial investments for transmission systern upgrades and construction, was selected over
other resource locations such as the Thornton Station (4C at 185) Interconnection point, which
didn't require substantial investment.
RESPONSE:
The Company didn't receive any bids through the RFP process to connect renewable generation to
the Thornton Station. The Company also didn't bid in a self-build project to the RFP because a
self-build resource could not have been completed in time to take advantage of the expiring
Production Tax Credits and Investment Tax Credits. Interconnection costs for all short listed
bidders were evaluated in both the Company's and consultant's (Black & Veatch) RFP financial
model. Rattlesnake Flat was the most cost effective resource including investments for
transmission system upgrades.
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