HomeMy WebLinkAbout20051206IPC's response staff's 1st request.pdfIDAHO POWER COMPANY
O. BOX 70
BOISE, IDAHO 83707
BARTON l. KLINE
Senior Attorney
An IDACORP Company
December 6 , 2005
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Jean D. Jewell , Secretary
Idaho Public Utilities Commission
472 West Washington Street
P. O. Box 83720
Boise, Idaho 83720-0074
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Re:Case No. IPC-05-
Idaho Power Company s Response to the
First Production Request of Commission Staff
Dear Ms. Jewell:
Please find enclosed for filing an original and two (2) copies of the
Company s Response to the First Production Request of Commission Staff regarding
the above-described case.
I would appreciate it if you would return a stamped copy of this transmittal
letter to me in the enclosed self-addressed stamped envelope.
Barton L. Kline
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Enclosures
Telephone (208) 388-2682 Fax (208) 388-6936 E-mail BKline(fj);dahopower.com
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BARTON L. KLINE ISB #1526
MONICA B. MOEN ISB #5734
Idaho Power Company
P. O. Box 70
Boise, Idaho 83707
Telephone: (208) 388-2682
FAX Telephone: (208) 388-6936
BKline
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idahopower.com
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Attorneys for Idaho Power Company
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Street Address for Express Mail
1221 West Idaho Street
Boise, Idaho 83702
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF THE APPLICATION
OF IDAHO POWER COMPANY FOR
AUTHORITY TO INCREASE ITS BASE
RATES AND CHARGES FOR ELECTRIC
SERVICE IN THE STATE OF IDAHO
CASE NO. IPC-05-
IDAHO POWER COMPANY'
RESPONSE TO FI RST
PRODUCTION REQUEST OF
COMMISSION STAFF
COMES NOW , Idaho Power Company ("Idaho Power" or "the Company
and in response to the First Production Request of the Commission Staff to Idaho Power
Company dated November 22 2005, herewith submits the following information:
REQUEST NO.1: Please explain in detail the Property Owner/Manager
Continuous Service Program. Describe how a property owner or manager requests the
service, what the services and benefits are for participants, and how the service is
cancelled. Also include a description of all the Company benefits associated with the
program.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
PRODUCTION REQUEST OF COMMISSION STAFF Page
RESPONSE TO REQUEST NO.1: The Continuous Service Program
provides property managers the option to have electric service at their properties
automatically transfer into their names when tenants request service be discontinued.
Under the Company s current practice, each time a customer requests electric service
be discontinued at a location listed under a Continuous Service Program arrangement
the service remains connected and the financial responsibility for the service is shifted
from the customer requesting the disconnection to the property manager. Under this
arrangement, property managers do not need to contact the Company to request
continued service each time a tenant moves out. This service saves property managers
time by ensuring that the electric service to their properties remains connected between
tenants without requiring any action of them. This becomes especially important during
the winter months as winter frost damage can occur in unheated homes.
Property managers may request or discontinue Continuous Service by
calling the Company s Customer Service Center when adding or removing three or
fewer properties to the arrangement. Whenever a property manager wishes to add or
discontinue Continuous Service for four or more properties he or she must do so in
writing using the Continuous Service Listing letter, which the Company will mail to the
property manager upon request. The Continuous Service Listing letter is provided in
Response to Request No.
Under the Continuous Service Program, the Company provides various
services in addition to simply continuing electric service between tenants. Each year
the Company mails to each participating property manager a listing of the properties
included in the arrangement via the Continuous Service Listing letter. This annual
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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notification provides an opportunity for property manages to assess the inventory of
properties included in the arrangement and allows them to add, delete or make
corrections to any of the listed properties. In addition , property managers are notified
each time financial responsibility is transferred into his or her name, electric service to
the property is subject to termination or the tenant's application for electric service to
the property is denied. Notification in these instances is provided via the Landlord
Notification of Revert to Service and the Landlord Notification of Termination of Service
letters included in the response to Request No.
Another service to property managers under the program is the option of
receiving a single consolidated bill for all the properties in which they are currently
responsible for the electric service. Participating property managers also avoid being
assessed a Service Establishment Charge of $20 each time financial responsibility for
the service is shifted into their name under this program. As requested by the Company
in the current proceeding, property managers will be assessed a $10 charge under the
proposed Continuous Service Reversion Charge.
Benefits to the Company associated with the Continuous Service Program
other than those listed on pages 10 and 11 of the direct testimony of Company witness
Mr. Tatum , include fewer service connection visits since electric service remains
connected under the program. A primary feature of this program is to allow the
Company to make a single trip to obtain a meter reading to be used as both the ending
meter reading for a tenant and the beginning meter reading for a property manager.
This results in fewer overall trips because, absent the program, two trips would be
required in some instances to disconnect the tenant's service and subsequently
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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connect the property manager s service during the tenant transition. However, it is
difficult to estimate the amount of trips that are avoided since the number of actual
disconnections that would result absent the program is unknown.
The response to this request was prepared by Tim Tatum , Pricing Analyst
Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney, Idaho
Power Company.
REQUEST NO.2: Please provide a copy of the page(s) from the
Customer Service Training Manual regarding the Continuous Service Program.
RESPONSE TO REQUEST NO.2: The requested material is attached to
this response.
The response to this request was prepared by Tim Tatum , Pricing Analyst
Idaho Power Company, in consultation with Barton L. Kline , Senior Attorney, Idaho
Power Company.
REQUEST NO.3: Please provide copies of any contracts , letters
notices, or other documents provided to property owners or managers who participate
in the Continuous Service Program.
RESPONSE TO REQUEST NO.
The following requested material is attached to this response:
Continuous Service Listing
Defines the Continuous Service Program
Lists properties currently on the program
Includes a return form for additions , deletions and corrections
Notification of Revert to Service
Informs that the electric service has been reverted to the property manager
name
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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Property Manager Notification of Termination of Service
Automatically generated when the Final Disconnect Notice is generated for the
tenant
Informs of the date on which the electric service will be terminated
. No tenant information is disclosed
Advises property managers they can request service in their name by calling the
Company s Customer Service Center
Notification of Cancellation of Continuous Service
Informs that the unpaid balance is due within 15 days to avoid collection agency
referral and removal from the Continuous Service Program
The response to this request was prepared by Tim Tatum , Pricing Analyst
Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney, Idaho
Power Company.
REQUEST NO.4: How many property owners or managers now take
advantage of the Continuous Service Program? Please list the average number of
program participants during each of the last 3 years.
RESPONSE TO REQUEST NO.4: The Company does not keep a
record of the average number of customers who participate in the Continuous Service
Program throughout the year. However, each October a count of the total number of
program participants is completed as part of the process of mailing the Continuous
Service Listings. The following are the program participant counts for October 2003
2005:
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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Year
October-19,000 b
October-23,139
October-546
Notes:
(a) Total number of participants includes single property
managers with multiple arrangements.
(b) The number of participants for 2003 is an estimate
made before the current tracking process was in place
and does not include duplicate participants.
The response to this request was prepared by Tim Tatum , Pricing Analyst
Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney, Idaho
Power Company.
REQUEST NO.5: For Calendar Year 2004 and year to date in 2005
what was the completion interval for actual, physical customer-requested
disconnections of residential and small commercial service points? Please provide the
total number of actual disconnections for both time periods. For both time periods
include the percent of the disconnection requests that were completed for each of the
following time frames: 1-3 days, 4-5 days , and more than 5 days.
RESPONSE TO REQUEST NO.5: The Company s goal is to complete
100% of service disconnections within 5 days. In compliance with the Utility Customer
Relations Rule 312., service disconnections requiring the Company to leave a
customer notice prior to disconnecting electric service can push the completion interval
beyond the Company s goal in some cases. The requested material is detailed in the
following tables:
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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3 Days 5 Days Exceeded 5 Total
Days
Disconnections 981 434 (b)253 (c)668
Percent of Total 95.100.
Actual Disconnections for 2004 (a)
Notes:
(a) Notice requirements changed from 7 days to 2 days in March of 2004.
(b) 207 involved service denials/2-7 day notices.
(c) 171 involved service denial/2-7 day notices.
Actual Disconnections for 2005 YTD
3 Days 5 Days Exceeded 5 Total
Days
Disconnections 857 416 (d)74 (d)347
Percent of Total 97.2.4%0.4%100.
Notes:
(d) 217 involved service denial/2 day notices
(e) 46 involved service denial/2 day notices
The response to this request was prepared by Tim Tatum , Pricing Analyst
Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney, Idaho
Power Company.
REQUEST NO.6: In the Idaho Power Customer Service Center, what
were the service levels by month in 2004 and to date in 2005? (Service levels are the
percent of calls answered within 30 seconds). Also include for each month the total
number of incoming calls.
RESPONSE TO REQUEST NO.6: Idaho Power has included service
level and call volume data from two different measurements. The first data is service
level and call volume from ACD calls. ACD calls are calls that are handled by a
Customer Service Representative. The second set of data includes service level and
call volume for both ACD calls and calls that are handled by Idaho Power s interactive
voice response (IVR) system.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
PRODUCTION REQUEST OF COMMISSION STAFF Page 7
ACD Data
Year Month Service Level Number of
ACD Calls
2004 January 89.47 705
February 84.265
March 84.154
April 81.958
May 83.959
June 81.949
July 84.56,955
August 80.45 246
September 85.674
October 83.686
November 82.54,448
December 82.083
2005 January 82.53,459
February 81.615
March 82.65,432
April 83.779
May 83.626
June 80.862
July 81.117
August 78.036
September 73.063
October 74.61 ,454
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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ACD and IVR Data.
Year Month Service Level Number of ACD
and IVR Calls
2004 January 94.109 845
February 89.80,302
March 89.388
April 87.605
May 90.265
June 88.105 116
July 90.40 138
August 87.194
September 89.362
October 89.386
November 88.387
December 88.096
2005 January 89.307
February 88.396
March 88.40 99,407
April 89.080
May 89.723
June 87.056
July 88.330
August 85.682
September 81.937
October 82.370
The response to this request was prepared by James L. Baggs , General
Manager, Strategic Initiatives and Compliance , Idaho Power Company, in consultation
with Barton L. Kline , Senior Attorney, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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REQUEST NO.7: For each month in 2004 and to date in 2005 , how
many calls to the Customer Service Center were abandoned? (Abandoned calls are
those calls that reach the Company s incoming telephone system but where the
customer hangs up or is otherwise disconnected before speaking with a Customer
Service Representative).
RESPONSE TO REQUEST NO.7: The requested information in included
in the following table.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
PRODUCTION REQUEST OF COMMISSION STAFF Page 10
Abandoned Calls
Year Month Abandoned Calls % Of calls
Abandoned
2004 January 151
February 053
March 363
April 1 ,493
May 1 ,430
June 269
July 638 2.43
August 442
September 879
October 302
November 038
December 988
2005 January 062
February 064
March 278
April 186
May 194
June 618
July 385
August 1 ,442
September 698
October 689 2.45
The response to this request was prepared by James L. Baggs, General
Manager, Strategic Initiatives and Compliance, Idaho Power Company, in consultation
with Barton L. Kline , Senior Attorney, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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REQUEST NO.8: In the Idaho Power Repair and Management Call
Center, what were the service levels by month in 2004 and to date in 2005? (Service
levels are the percent of calls answered within 30 seconds). Also include for each
month the total number of incoming calls.
RESPONSE TO REQUEST NO.8: Idaho Power Company is assuming
this request is for the number of calls received at the Distribution Operation Center
(DOC) located on Amity Road in Boise , Idaho. The DOC is where the company
Customer Service Specialists (CSS) are located. The primary function of the CSS is to
manage inbound outage related calls.
Idaho Power has included service level and call volume data from two
different measurements. The first data is service level and call volume from ACD calls.
ACD calls are calls that are handled by a CSS or a Customer Service Representative.
The second set of data includes service level and call volume for both ACD calls, and
calls that are handled by Idaho Power s interactive voice response (IVR) system.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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ACD Outage Related Calls
Year Month Service Level Number of Calls
2004 January 96.359
February 91.2,444
March 94.292
April 95.2,454
May 99.2,434
June 87.978
July 76.4,497
August 78.963
September 83.395
October 77.3,404
November 82.160
December . 83.798
2005 January 79.44 082
February 82.693
March 79.642
April 78.810
May 83.43 308
June 77.4,468
July 76.790
August 84.092
September 83.988
October 80.322
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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ACD and IVR Outage Related Calls
Year Month Service Level Number of Calls
2004 January 99.226
February 98.890
March 99.1 7 154
April 99.15,947
May 99.930
June 97.042
July 95.531
August 96.383
September 97.109
October 96.870
November 97.910
December 97.202
2005 January 97.876
February 98.692
March 96.575
April 97.21,421
May 96.1 7 785
June 94.025
July 95.821
August 96.195
September 97.513
October 96.971
The response to this request was prepared by James L. Baggs , General
Manager, Strategic Initiatives and Compliance, Idaho Power Company, in consultation
with Barton L. Kline, Senior Attorney, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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REQUEST NO.9: For each month in 2004 and to date in 2005, how
many calls to the Company s Repair and Management Call Center were abandoned?
(Abandoned calls are those calls that reach the Company s incoming telephone system
but where the customer hangs up or is otherwise disconnected before speaking with a
Customer Service Representative).
RESPONSE TO REQUEST NO.9: Idaho Power Company is assuming
this request is for the number of calls received at the Distribution Operation Center
(DOC) located on Amity Road in Boise , Idaho. The DOC is where the company
Customer Service Specialists (CSS) are located. The primary function of the CSS is to
manage inbound outage related calls.
Outage Related Calls
Year Month Abandoned Calls % Of calls
Abandoned
2004 January 389
February 107
March 0.40
April
May 346
June 019
July 792
August 302
September
October 381
November 190
December 145
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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2005 January 194
February 138
March 151
April 170
May 216
June 446
July 382
August 165
September 142
October 251
The response to this request was prepared by James L. Baggs , General
Manager , Strategic Initiatives and Compliance , Idaho Power Company, in consultation
with Barton L. Kline , Senior Attorney, Idaho Power Company.
REQUEST NO.1 0: Since the Company s last general rate case, what
specific steps have been taken to change how the Company handles or cares for its
special needs customers? Special needs customers could include low and fixed
income customers , customers who speak languages other than English, physically
challenged , or mentally challenged customers.
RESPONSE TO REQUEST NO. 10: Since October 2004 , when Idaho Power
hired a full time Program Specialist-Special Needs , efforts have focused in two main
areas. First, the Company is exploring ways in which it can integrate with and enhance
existing services for special needs customers in our service territory. Significant
highlights of work with existing services are: 1) coordination with Area Agencies on
Aging to refresh the GateKeeper Program including Company training of Customer
Service Representatives , Meter Specialists , and line crews and working with external
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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agencies such as City Parks and Recreation and Valley Ride to watch for signs that an
elderly customer may need resources and how to respond; and 2) deployment in early
2006 of the use of Idaho Care Line (211) by the Company s Customer Service
Representatives in order to better serve customers with disabilities, language barriers
etc. Other examples include providing training on energy efficiency, special needs
program information, and payment options to customers of the Boise City/Ada County
Housing Authority; assisting with coordinating the Energy Assistance Symposium where
Idaho social service agencies and church groups who work with special needs
customers learn about residential energy assistance, energy efficiency, Project Share
and Weatherization Assistance programs; providing assistance to Community Action
Partnership (CAP) Agencies during their Energy Assistance Opening Days to help with
applicants and applications of customers with special needs; serving on the Salvation
Army Advisory Board; and participating in the Idaho Senior Health Fair, an outreach to
senior citizens in the Caldwell and Nampa areas for energy assistance and
weatherization.
Secondly, the Company is improving and strengthening the
Weatherization Assistance for Qualified Customers Program (formerly known as LlWA),
and enhancing the Company s relationships with our partners in that program.
Examples of this work are: proposing an additional measure of compact fluorescent
lights for 2006 allowable measure list; providing improved invoice processing for CAP
agencies; responding to requests by the CAP agencies to increase the dollar limit on
average job costs; improving the Weatherization Assistance database by allowing CAP
weatherization managers to transmit monthly weatherization jobs electronically; offering
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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weatherization measures to improve the energy efficiency of buildings of non-profit
agencies that serve special needs customers; and serving on the State Health and
Welfare Weatherization Policy Advisory Council to develop policies to best serve
special needs customers.
The Program Specialist developed a new brochure for the Weatherization
Assistance program printed in both Spanish and large print for special needs
customers. In addition , the Company is planning to initiate a satisfaction survey in 2006
for special needs customers participating in the Weatherization Assistance program.
The Program Specialist strives to stay informed of current issues and best
practices and attended several workshops in the past year including, the Low Income
Best Practices, Enhancing the Bottom Line for Customers and Companies through
effective Low-Income Programs sponsored by the Edison Electric Institute, the 2005
Joint Low Income Energy Conference, Building Bridges, Cool Ideas, and Sizzling
Solutions sponsored by the National Low Income Energy Consortium , and Better
Understanding of Your Low Income Customers sponsored by ESource. The Specialist
has attended the Low Income Home Energy Assistance Managers Meetings to discuss
improving programs to assist low income households in need and the Weatherization
Program Managers Meetings to discuss improving programs that reduce energy costs
for low-income, elderly, disabled , and families with children by improving the efficiency
of their homes and by helping to ensure their health and safety. The Idaho State Health
and Welfare Network sponsored all of these meetings. The Program Specialist
participated in technical weatherization auditor training through the Bonneville Power
Administration.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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The response to this request was prepared by James L. Baggs, General
Manager, Strategic Initiatives and Compliance , Idaho Power Company, in consultation
with Barton L. Kline, Senior Attorney, Idaho Power Company.
REQUEST NO. 11: Please provide a job description for the new program
manager position mentioned in Company witness Baggs' testimony on page 10.
RESPONSE TO REQUEST NO. 11: The job description for the Program
Specialist - Special Needs Customers is provided with this response.
The response to this request was prepared by James L. Baggs, General
Manager, Strategic Initiatives and Compliance, Idaho Power Company, in consultation
with Barton L. Kline , Senior Attorney, Idaho Power Company.
REQUEST NO. 12: Has the Company website been enhanced since the
last general rate case to provide customers the option to sign up or disconnect utility
service online?
RESPONSE TO REQUEST NO. 12: The Company website was
enhanced in September 2004 to allow both residential and general service customers
the option to sign up, discontinue or transfer electrical service online. All applicants may
sign up to start service online. However, customers who wish to discontinue or transfer
service must be registered E-Services Account Managers.
There are two levels of user access available to customers through the E-
Services section of the Company s website. The first level of user access is under the
Express View option , which simply requires a customer to provide their Account
Number to gain access to an array of online services. In addition to allowing customers
to sign up for service , the Express View option allows customers to make a payment
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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arrangement, check their account balance , set up Budget Pay, see their next scheduled
meter read date , and request energy efficiency program information.
The second level of user access is the Account Manager option. A
customer can register as an E-Services Account Manager on the Company s website
provided they have an e-mail address along with their Account Number and Service
Agreement Number, which are printed on their monthly Idaho Power bill. Once a
customer becomes a registered E-Services Account Manager they also gain access to
additional online services such as account payment and usage history as well as
access to various "Energy Tools" designed to provide usage comparisons and energy
savings tips.
The response to this request was prepared by James L. Baggs, General
Manager, Strategic Initiatives and Compliance , Idaho Power Company, in consultation
with Barton L. Kline, Senior Attorney, Idaho Power Company.
REQUEST NO. 13: Idaho Power is proposing to modify eligibility criteria
for Schedules 7 and 9 , the result of which will be approximately 3900 customers
currently served under Schedule 7 moving to Schedule 9. If approved by the
Commission , what specific actions does the Company propose to take in order to
accomplish this customer migration? Over what period of time will this transition take
place?
RESPONSE TO REQUEST NO. 13: Several Idaho Power Departments
including Pricing and Regulatory Services , Corporate Communications and Customer
Relations & Research , in consultation with the Company s Commercial Segment
Coordinator, are designing a customer communications plan to facilitate the transition
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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of customers from rate Schedule 7 to Schedule 9. The Company s goal is to make this
transition as smooth as possible for both the customers and the Company. The time
period over which this communication with the customers will take place depends on
the time period between Commission approval and implementation of the new rates. At
a minimum , customers will be informed of the rate schedule change in advance of the
actual transition. The plan for the physical migration of customers to Schedule 9 is
described in the direct testimony of Company witness Mr. Pengilly, page 21-22:
Upon approval by the Commission, the Company will move the
qualifying Schedule 7 customers to Schedule 9 - Secondary Service
Level coincident with each customer first regular billing cycle
following the effective date of the approved revisions. This process
will allow for the efficient management of the workforce needed to
implement the change and reduce billing confusion for the customers.
The Company s Customer Service Representatives will be fully informed
of the change in service provisions and will be able to handle on an individual basis any
questions associated with this migration that customers who contact the Customer
Service Center may have.
The response to this request was prepared by Peter Pengilly, Senior
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney,
Idaho Power Company.
REQU EST NO. 14: How many Schedule 41' customers have non-
metered , customer-owned systems installed before June 1 2004, which have the
potential for variation in usage? What is the aggregate estimated annual energy usage
for these customers?
RESPONSE TO REQUEST NO. 14: There are 15 non-metered
customer-owned Idaho Schedule 41 customers currently identified as having the
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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potential for variation in usage. Since variable usage has never been metered , the
Company is not able to provide definitive information. However, the Company
estimates the aggregate annual variable usage for these customers to be approximately
24,400 kWh.
The response to this request was prepared by Peter Pengilly, Senior
Analyst, Idaho Power Company, in consultation with Barton L. Kline , Senior Attorney,
Idaho Power Company.
REQUEST NO. 15: According to Company witness Pengilly, 954
irrigation customers with installed motors of 5hp or less are not demand metered. What
is the Company s justification for not metering demand for these customers?
RESPONSE TO REQUEST NO. 15: Idaho Power s Tariff Schedule 24
provides for the non-demand metering of customer loads of 5 hp or less. The Billing
Demand section of I.P.C. No 27 Tariff No.1 01 , Schedule 24 provides:
The Billing Demand is the average kW supplied during the 15-
consecutive-minute period of maximum use during the Billing Period
adjusted for Power Factor; PROVIDED That at the Company s option
the Billing Demand of a single motor installation of 5 horsepower and
less may be equal to the number of horse power but not less that one
kW.
The response to this request was prepared by Peter Pengilly, Senior
Analyst, Idaho Power Company, in consultation with Barton L. Kline , Senior Attorney,
Idaho Power Company.
REQUEST NO. 16: Idaho Power is proposing to move irrigation
customers currently served under Schedule 24 and 25 to other rate schedules if the
nature of their use is for other than agricultural purposes. How many of the 954
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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irrigation customers who are not demand metered have usage that would be
considered non-agricultural?
RESPONSE TO REQUEST NO. 16: Of the approximate 954 irrigation
customers who are not demand metered, 108 of them are considered non-agricultural.
The response to this request was prepared by Peter Pengilly, Senior
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Senior Attorney,
Idaho Power Company.
REQUEST NO. 17: In accordance with Rule No. 403 of the Utility
Customer Relations Rules (UCRR), please provide the written records of complaints
filed with the Company for the year 2004 and to date in 2005.
RESPONSE TO REQUEST NO. 17: As required by Rule No. 403 of the
Utility Customer Relations Rule, the Company maintains written records of complaints
for one year. Therefore, the Company has only the most current twelve months of data
available. The requested information contains specific customer information which the
Company believes should be held in confidence. As a result, the requested information
will be made available in a discovery room for review by Staff and intervenors following
execution of a protective agreement. Any party desiring to review documents in the
discovery room should call Myrna Aasheim at 388-2558 to arrange a time for such
review.
The response to this request was prepared by James L. Baggs, General
Manager, Strategic Initiatives and Compliance , Idaho Power Company, in consultation
with Barton L. Kline , Senior Attorney, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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DATED at Boise , Idaho, this 6th day of December, 2005.
C7t
Mi
BART N L. KLINE
Attorney for Idaho Power Company
IDAHO POWER COMPANY'S RESPONSE TO FIRST
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CERTIFICATE OF SERVICE
I HEREBY CERTIFY that on this 6th day of December, 2005, I served a
true and correct copy of the within and foregoing IDAHO POWER COMPANY'
RESPONSE TO FIRST PRODUCTION REQUEST OF COMMISSION STAFF upon the
following named parties by the method indicated below, and addressed to the following:
Donald L. Howell , II
Deputy Attorney General
Idaho Public Utilities Commission
472 W. Washington Street
O. Box 83720
Boise , Idaho 83720-0074
don.howell (g) puc.idaho.qov
Hand Delivered
S. Mail
Overnight Mail
FAX (208) 334-3762
E-mail
Randall C. Budge
Eric L. Olsen
Racine , Olson , Nye, Budge & Bailey
O. Box 1391; 201 E. Center
Pocatello , ID 83204-1391
rcb(g) racinelaw.net
elo(g) racinelaw.net
Hand Delivered
x U.S. Mail
Overnight Mail
FAX (208) 232-6109
E-mail
Anthony Yankel
29814 Lake Road
Bay Village , OH 44140
yankel
(g)
attbi .com
Hand Delivered
x U.S. Mail
Overnight Mail
FAX (440) 808-1450
E-mail
Peter J. Richardson
Richardson & O'Leary
515 N. 27th Street
O. Box 7218
Boise,. ID 83702
peter(g) richardsonandolearv.com
Hand Delivered
x U.S. Mail
Overnight Mail
FAX (208) 938-7904
E-mail
Dr. Don Reading
Ben Johnson Associates
6070 Hill Road
Boise, ID 83703
dreadinq (g) mindsprinq.com
Hand Delivered
x U.S. Mail
Overnight Mail
FAX (208) 384-1511
E-mail
Lawrence A. Gollomp
Assistant General Counsel
United States Dept. of Energy
1000 Independence Avenue , SW
Washington , D.C. 20585
Lawrence.Gollomp(g) hq.doe.qov
Hand Delivered
x U.S. Mail
Overnight Mail
FAX (208) 384-1511
E-mail
CERTIFICATE OF SERVICE , Page
Dale Swan
Exeter Associates, Inc.
5565 Sterret Place , Suite 310
Columbia, MD 21044
Dswan (g) exeterassociates.com
Hand Delivered
~ U.S. Mail
Overnight Mail
FAX (208) 384-1511~E-mail
~~~
CERTIFICATE OF SERVICE , Page 2
IDAHO POWER COMPANY
CASE NO. IPC-OS-
FIRST PRODUCTION REQUEST
OF COMMISSION STAFF
TT A CHMENT TO
RESPO NSE TO
REQUEST NO.
Set Up Continuous Service
(Discussion)
The Continuous Service Offering Program is available to all customers unless
they are on the "Ineligible Landlord List" due to poor payment history. Ineligible
landlords are not eligible to be reinstated to the program for at least one year
after their removal date and the payment in full of any outstanding debts due.
This program provides for continuous electric service for rental properties
between tenants. The program benefits Idaho Power from the respect that we
make fewer trips to the premise to read the meter if we use the tenant's turn off
read when we put service into the landlord's name. The program provides many
benefits to the landlord as well (Note 1
CSR
1. Review "Ineligible Landlord Lisf' in the Quick Reference Guide
if the customer requests that Idaho Power set up a new
Continuous Service plan (Caution 1
a. Inform ineligible landlords that Continuous Service
is denied until (Eligibility Reinstatement Date) and
quote amounts owed , if any.
2. Inform qualified customers of the program (Note 1
3. Inform customers of the Premise Group option (Note 2)
4. Add Person and Add Account for the new landlord (Note 3)
5. Request Letter Continuous Service Listing (LLPREMISES) for
those customers who qualify for the program (Note 4
6. Store Customer Contact (LL) detailing action taken.
Provide detail in Comments as to what addresses are
being added and whether the customer wants a Premise
Group.
CAMC, landlord Review Group
7. Review Customer Contact upon receipt of Continuous Service
Offering "Return Form.
8. Add Landlord Premise Group unless the customer contact
specifies not to add.
OR Maintain Premise to set up individual landlord
agreements if specified in the customer contact (Caution
9. Protect Bill Cycle if the landlord has premises in multiple cycles
(see Maintain Account10. File the Return Form alphabetically in the Landlord File.
Set Up Continuous Service (Note 1)
The Continuous Service Program provides eligible landlords with continuous
electric service for rental properties between tenants. Upon receipt of a request
for disconnection of service from a tenant, Idaho Power will transfer responsibility
for the electric service to the landlord All subsequent billing for the property will
be sent to the landlord. The account initiation charge will be waived for landlords
participating in this program as long as service is not actually disconnected
between tenants.
Set Up Continuous Service (Caution 1)
Customers on the "Ineligible Landlord List" are not eligible for Continuous
Service until after the "Eligible to Reinstate Date" and payment in full is made on
any past due debt.
Set Up Continuous Service (Note 2)
Premise Group provides a central location to change the attributes of all
premises linked to the Premise Group. Premises set up in a Premise Group will
revert to one Summary Bill account for the landlord between tenants. Thecustomerwill receive one bill for all properties rather than multiple bills for each
property.
Set Up Continuous Service (Note 3)
The Person should be set up as a business;
For personal names , please get a middle initial , if possible;
It is important to get either a Social Securitv Number or a Tax Identification
Number;
. A Mailinq Address on the Account is required in order to mail the
Continuous Service Listinq Letter.
Set Up Continuous Service (Note 4)
If the customer desires a quick turn around time for his changes , have him fax his
Retu rn Form to the CAMC at (208) 388-6919 or EMAI L us at
www.idahopower.com and click on "Contact Us.
Set Up Continuous Service (Caution 2)
Review each property as it is set up for Continuous Service or is added to the
premise Group Properties that have been removed from a Continuous Service
Program for this landlord are not eligible to be re-added for one year. These
properties should have a landlord turn off option of "Disconnect Service" as
well as comments on the Landlord Notebook PaGe of the Premise (Window)
to who requested the removal, how it was requested, and the date. Do not add
these properties to a continuous service program for the same landlord until the
anniversary date in one year.
Cancel Continuous Service Due to Request
(Discussion)
landlord may remove a property from the Continuous Service Program or
request cancellation of the program for all properties at any time by contacting
Idaho Power by phone (for three or fewer properties) or through a written
request. Idaho Power may cancel Continuous Service for a landlordls properties
if the landlord requests that service be disconnected at one or all of his properties
(see Initiate Turn-Off Service Order). The intent of Idaho Power s Continuous
Service Program is to limit the number of visits to a property by automatically
placing a property into the landlord's name between tenants. A disconnect of
service at the property defeats that intent. Once a property is removed from the
program, it may not be re-added to the program for that landlord for at least one
year.
CSR
- For four (4) or more properties, start at Step
- For three (3) or fewer properties, start at Step 4.
1. Inform the Landlord that notification should be in writing (Note
2. Request Letter: Continuous Service Listinq (LLPREMISES) so
that the landlord can officially notify us of the request.
3. Add Tickler for a Review Group/User directed to the Landlord
Review Group (LANDLORD) to notify them of the customer
request and date it 30 days from today in case the customer
forgets to send in the change.
. CSRs-For three or fewer properties:
. CAMC, landlord Review Group-For four or more properties
upon receipt of the LLPREMISES Letter:
4. Change the Landlord Turn Off Option to "Disconnect
Service " upon receipt of a Tickler Caution ), Landlord Form
Letter , Email , or Fax requesting removal of a property or
cancellation of a Continuous Service Program due to the
landlord's request (see Maintain Premise and Maintain Landlord
Premise Group
5. Store Customer Contact (LL) and note in the Comments who
requested the removal or cancellation , how it was requested
(Note 2), and the date.
6. Attach a copy of the Tickler, the form , or the fax to the last
Landlord Change request , if available.
7. File the updates alphabetically in the landlord file.
Cancel Continuous Service Due to Request (Note 1)
If the customer desires a quick turn around time for his changes , have him fax his
Return Form to the CAMC at (208) 388-6919 or EMAIL us at
www.idahopower.com and click on "Contact us.
Cancel Continuous Service Due to Request (Caution 1)
You may want to try calling the landlord to verify cancellation of the continuous
service listinG if the customer has not followed up with a written notification for
cancellation of four or more properties.
Do not remove the Landlord Revert Account A Turn Off Option of "" along with
the comments will identify premises that were formerly in a landlord's name.
Once a property has been removed from a Continuous Service Program, it is not
eligible for reinstatement for one year.
Cancel Continuous Service Due to Request (Note 2)
The way it was requested would be one of the following:
Tickler due to customer-requested Turn Oft Order (Toft Tickler);
Receipt of the Landlord Return Form (Form);
Receipt of a fax from the landlord (Fax);
Receipt of an e-mail from the landlord (Email);
Customer Call (if three or fewer properties were removed).
Cancel Continuous Service Due to
Nonpayment
(Discussion)
Idaho Power s policy regarding participating in the Continuous Service Offering
program states that to remain an active participant with this program , the landlord
must remit payment for electric service within 30 days of billing. The policy also
states that once the program is cancelled , whether upon request or due to poor
payment history, Idaho Power will not reinstate the program for at least one year
and until any balance due is paid in full. A list of "ineligible landlords" is
maintained on the Quick Reference Guide. Landlords are notified through the
Collection Letter (COLLL TR) prior to appearing on the WOCREF Write-off
Referral for Collection Aqency Report that Continuous Service will be cancelled if
payment is not received within the next 15 days.
CAMC Landlord Review Group
1. Access Alerts Person is Main Customer on XX+ Accounts
. To determine if payment has been applied to one of the
landlord's other accounts.
If yes Create Transfer Adjustment and STOP!
If no , continue with process.
. To review whether customer has other write offs (Note 1
2. Query Account Financial History for payment.
This process is complete if payment is made. If no
payment is made, continue:
3. Request Letter Landlord Notification of Cancellation of
Continuous Service (LLCANCELY' on same account.
4. Query Landlord List for listing of all properties owned by
landlord.
5. Change the Landlord Turn Off Option to "Disconnect
Service. "
. Do not remove the Landlord Revert Account A Turn Off
Option of "" along with the comments will identify the
premise as one that was formerly on a landlord
agreement.
. Once a property has been removed from Continuous
Service , it is not eligible for reinstatement for one year.
6. Add note to landlord's file , if available , that continuous service
was cancelled due to nonpayment and re-file alphabetically.
7. Store Customer Contact explaining why continuous service was
cancelled CC Type LL-Landlord.
8. Update "Ineligible Landlord List" on Quick Reference Guide
(Note 2)
9. Refer Write Off to Collection Agency
Cancel Continuous Service Due to Nonpayment (Note
Idaho Power does not initially cancel continuous service if the customer has write
offs totaling $25 or less. We do, however, want these write offs to go to a
Collection Aqencv Check for other write offs:
1. Access Alerts: Person is main customer on X accounts
If the customer has a write off on any other account, it will be
displayed under the Write Off Column in this Alert
2. Total all of the write offs including this new one.
If the total is less than $25 , STOP , Idaho Power will not
cancel the continuous service aGreement
If the customer has only the one, current write off over $25
return to Cancel Continuous Service Due to Nonpayment
step 3.
If the total of 2 or more write offs is greater than $25
continue:
3. Send customer "LL Delinquent (Mult. SAs)" Letter found on CLRIS if
customer has more than 1 write off.
4. Add Tickler for a Review Group/User directed to the Landlord Review
Group for 30 davs out to review for payment.
5. Search for Payment upon receipt of tickler 30 days later.
a. STOP if paid
6. Send "LL Cancellation (Mult. SAs.)" Letter found in CLRIS if not paid.
7. Continue with this procedure at Step 4.
Note: If a write off remains unpaid after 6 months , Idaho Power will cancel
continuous service , no matter how small the write off amount is. This will be
taken care of through a quarterly report.
Maintain Continuous Service
(Discussion)
New properties may be added to an existing Continuous Service listinG
having the landlord contact Idaho Power for three or fewer properties or return
the Continuous Service Listing Return Form. Sold properties may be deleted
from the listing following the same process. Note that once the landlord notifies
Idaho Power that they no longer desire Continuous Service for a property, that
property is no longer eligible to be re-added to the program for at least one year
for that same landlord.
CSRs
1. Determine what changes the customer desires to make (Note
11-
2. Store Customer Contact (LL) detailing action taken.
Provide detail in Comments as to what addresses are
being added or removed.
. CAMC Landlord Review Group Upon receipt of the
LLPREMISES Letter for four or more changes or new landlords:
. CSR-Working with a customer on the phone for three or fewer
changes:
3. Verify that properties being added to a Continuous Service
Program meet the program requirements (Caution 1
4. Make changes as requested if the customer meets
requirements:
a. Maintain Landlord Premise Group for landlords
already set up with a Premise Group Caution 2
OR Maintain Premise for landlords set up with
individual accounts for each property.
CAMC, landlord Review Group
5. Attach and file the new Continuous Service Listinq Return Form
with the existing forms if one is received.
6. Store Customer Contact (LL) detailing action taken.
Provide detail in Comments as to what addresses are
being added or removed and whether the customer wants
Premise Group.
Maintain Continuous Service (Note 1)
CSR
Determine what changes the landlord wants done to his current Continuous
Service Listinq (see Set Up Continuous Service for new landlords , and see
Cancel Continuous Service Due to Request to cancel all Continuous Servicelistings).
1. Query landlord List to identify existing landlord account(s) or Premise
Group(s).
2. Maintain Continuous Service for those customers who wish to make
changes to three or fewer properties.
No Continuous Service Listing (LLPREMISES) letter needs
to be sent.
OR Request Letter: Continuous Service Listing (LLPREMISES) for
new landlords and those customer who wish to make changes to
four or more properties currently part of their listing.
Maintain Continuous Service (Caution 1)
Landlord name have been recorded in the Ineligible Landlord List on the Quick
Reference Guide for any landlord whose Continuous Service Program has been
cancelled due to nonpayment. Review this listing before adding a new landlord.
The landlord Turn-Off Option has been changed to "Disconnect" for those
landlords who have requested that all or some of their properties be removed
from the Continuous Service Listinq Review the turn-off option on each property
as you add it to the program. If the premise has a turn-off option of "D" and the
landlord revert account is the same as the one requesting an addition , that
premise is not eligible to be re-added to the program for at least one year from its
removal date , which is recorded in the comments
Idaho Power keeps a file on changes to landlord accounts when four or more
changes take place. Three or fewer changes are recorded only through the
customer contact. This file was started in 2004 and may not include changes
prior to that time. The files are filed alphabetically by landlord name. This file can
also be reviewed for requested changes.
Maintain Continuous Service (Caution 2)
If adding properties to the Continuous Service Listinq that are in multiple bill
cycle you should Protect Bill Cycle (see Maintain Account). This will prevent the
bill cycle from changing each time a new property reverts into or out of the
landlord name and billing will then come out at the same time each month.
IDAHO POWER COMPANY
CASE NO. IPC-O5-
FIRST PRODUCTION REQUEST
OF COMMISSION STAFF
TT A CHMENT TO
RESPO NSE TO
REQUEST NO.
Account Number: /CUSTCOMM: Accoullt ID/Questions? Call us at 388-2323 (Treasure Valley) or
800-488-6151. Se habla espaflol.
Page? of?
(LETTER: Letter Date)
(NAME"ADDR: Name
CONTINUOUS SERVICE
Idaho Power Company is pleased to provide continuous electric service for your rental properties. This means that
electric service will be transferred to the property manager between tenant occupancy. Property Managers are
defined as those responsible to manage on the behalf of themselves or others the rental of a property. Under this
process, Idaho Power will automatically transfer financial responsibility for the electric service account to the
property manager s name when the tenant notifies Idaho Power that he or she is discontinuing service to a
particular property. Subsequent billings on the account will be sent to the property manager.
By requesting continuous service, Idaho Power will keep you informed of your listed properties by mail annually
(and upon your request), as well as when:
electric service to the property is transferred into your name
electric service to the property is subject to tennination of service
application for service has been denied
If you currently participate in continuous service, you also may be interested in receiving one summary bill for all
rental properties that are in service in your name. This may be helpful in managing your properties. For more
infonnation about summary billing, please contact Idaho Power at 388-2323 (Treasure Valley) or 1-800-488-6151.
(Over)
PO BOX 30
BOISE, ID 83707
388-2323 (Treasure Valley) or (800) 488-6151
/CUSTCOMM: Mailing Name
ICUSTCOM/'vr Mailing Name
ICUSTCOMM: Mailing Address
ICUSTCOMM: /Ifailing Address
ICUSTCOMM: Ci~v. State. Zip)
ICUSTCOMM: Country)
Questions? Call us at 388-2323 (Treasure Valley) or
800-488-6151. Se habla espana!.
Page? of?
In an effort to maintain accurate customer information, all properties that we currently have on record as
your responsibility have been listed, starting on page 4. Please review this list carefully and inform Idaho
Power of any changes that should be made to the list using the enclosed Return Form. If you are a new
property manager or have additional properties, please add these properties to the form. The property
manager will be held responsible for any bills accrued under this continuous service listing if the
company is not notified to remove a property from the listing.
Account Number: /CUSTCOMM: Accoullt WI
To remain an active participant, the property manager must remit payment for electric service within 15
days of billing. Continuous service for all of your properties will be canceled if payment is delinquent.
Please note that once property is removed from continuous service due to nonpayment of a delinquent
billing, that property is ineligible to be re-added for one year. Property removed from continuous service
due to the property manager s request is also ineligible to be re-added for one year.
Please do the following:
Review your name, mailing address, and telephone number on the Return Form and make any
necessary changes.
Add any new properties you have acquired to page 3.
Review and cross off the properties listed under your name starting on page 4 that are no
longer your responsibility.
Return the form to Idaho Power.
If you have any questions regarding continuous service, please call our Power Assistance Line (PAL) at
388-2323 (Treasure Valley) or 1-800-488-6151. Upon reaching Idaho Power, please say "Residential"
and then say, "Start or stop service." Identify yourself to the Customer Service Representative as a
property manager. This will help us identify your properties.
Thank you.
Account Number: /CUSTCOMM: Account ID/Questions? Call us at 388..2323 (Treasure Valley) or
800-488-6151. Se habla espanoL
Page? of?
RETURN FORM
Please make additions on this fonn and return to Idaho Power.
Current Telephone Number
NEW PROPERTIES FOR CONTINUOUS SERVICE (Please add below)
AddresslPhone Correction,
noted on reverse side
(CUSTCOMM: Mailing Name
(ClJSTCOI',fM: Mailing Name
(ClJSTCOAfM: Mailing Address
(ClJSTCOMM: Mailing Address
(CUSTCOMM: City, State, Zip)
(ClJSTCOMM: Country)
(ClJSTCOMM: Remit Address)
Account Number: ICUSTCOMM: Account lDl Questions? Call us at 388-2323 (Treasure Valley) or
800-488-6151. Se hOOla espailoL
Page? of?
LIST OF RENTAL PROPERTIES FOR (NAMEADDR: Name
Please cross through any properties you would like removed from this continuous service listing.
Service Location
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
(SERVICE: Address line
If writing infonnation below, please check the appropriate box on the reverse side.Account Number: fClISTCOMM:
AccounllDf
NEW CONTACT INFORMATION:
Does Idaho Power have your correct mailing address and phone number?
If not, please write any chalges below:
Name
Street Apt./Suite
City
State Zip Code
Telephone Number
Account Number: /CUSTCOMM: Account ID/Questions? Call us at (208) 388-2323 (Treasure Valley)
or 1-800-488-6151. Se habla espailol.
Page? of?
(LETTER: Letter Date)
(NAMEADDR: Name
(NAMEADDR: Name
fNAMEADDR: Address line
(NAMEADDR: Address line
(NAMEADDR: Ci~y, State, Zip)
NOTIFICA nON OF REVERT TO SERVICE
Idaho Power has received a request to disconnect service at (LETTER: Text OlJ. As a participant in the company
convenient Continuous Service Program, we want to let you know that electric service is scheduled to transfer into
your name effective (LETTER: Text 02).You will then receive the subsequent billings for this property.
If you have any questions concerning this transfer of service, please contact Idaho Power Company by calling (208)
388-2323 (Treasure Valley) or 1-800-488-6151.
PO BOX 30
BOISE, ID 83707
(208) 388-2323 (Treasure Valley) or (800) 488-6151
fCUSTCOMM: Mailing Name
fCUSTCOMM: Mailing Name
fCUSTCOMM: Mailing Address
fCUSTCOMM: Mailing Address
fCUSTCOMM: City, State, Zip)
fCUSTCOMM: Country)
Account Number: ICUSTCOM!Jl: Accoullt IDI Questions? Call us at (208) 388-2323 (Treasure Valley)
or 1-800-488-6151. Se habla espana!.
Page? of?
fLETTER: Lefter Date)
fNAMEADDR: Name
fNAMEADDR: Name
fNAMEADDR: Address line
fNAlvIEADDR: Address line
fNAMEADDR: CiZy, State, Zip)
PROPERTY MANAGER NOTIFICATION OF TERMINATION OF SERVICE
As of ICUSTCO/vtAL Rull Date! the electric service received at ILE7TER: Text all is scheduled for termination on ILETTER:
Text 02).
If you, as the property manager, would like responsibility for service transferred into your name, please contact
Idaho Power Company by calling (208) 388-2323 in the Treasure Valley or 1-800-488-6151.
PO BOX 30
BOISE, ID 83707
(208) 388-2323 (Treasure Valley) or (800) 488-6151
fCUSTCOMM: Mailing Name I)
rCUSTCOMM: Mailing Name
rCUSTCOMM: Mailing Address I)
rCUSTCOMM: Mailing Address
rCUSTCOMM: City, State, Zip)
rCUSTCOMM: Country)
Account Number: /CUSTCOMM: Account ID/Questions? Call us at (208) 388-2323 (Treasure Valley)
or 1-800-488-6151. Se hablaespai'lol.
Page? of?
(LETTER: Letter Date!
INAMEADDR: Name
(NAMEADDR: Name
(NAMEADDR: Address line
fNAMEADDR: Address line
NAMEADDR: City, Statc, Zip)
NOTIFICA TION OF CANCELLA nON OF CONTINUOUS SERVICE
Our records show that you have one or more properties on this account that have unpaid balances at least 60 days
past due. Collection Notices have been mailed but remain unpaid. Your outstanding balance for this account'
service is rCUSTCOMlvf: Pay Stub amount).
Idaho Power s policy regarding the transfer of continuous service for property managers states:
To remain an active participant with this continuous service program , the property manager must remit
payment for electric service within 15 days of billing.
Because of the unpaid balances, as of fCUSTCOll't,lt,f: Run datef responsibility for electric service for the properties
listed on the back of this notice will no longer automatically transfer into your name between tenants. When a
request for disconnection of service is received from the tenant, electric service will be disconnected. Paying the
outstanding balance will not reinstate the continuous service program. You must wait at least one year after
you remit payment for this account before you are eligible to re-enroll in the continuous service program.
If you have any questions concerning this notification or the unpaid billings, please contact Idaho Power Company
by calling (208) 388-2323 (Treasure Valley) or 1-800-488-6151.
Please detach and return the portion below with your payment. Please bring entire statement when paying at a pay station.
ACCOUNT NUMBER
/CUSTCOMM: Accoul/t
ld/
TOTAL AMOUNT DUE
/CUSTCOMM: Pay Stub
Amount/PO BOX 30
BOISE, TO 83707
(208) 388-2323 (Treasure Valley) or (800) 488-6151
Amount Enclosed:
Please write your accOtmt number on your check
or money order made payable to Idaho Power.AddresslPhone Correction,
noted on reverse side
rCUSTCOMM: Mailing Name
fCUSTCOMM: Mailing Name
fCUSTCOMM: ?vfailing Address
fCUSTCOMM: Mailing Address
fCUSTCOM!vJ: City, State, Zip)
fCUSTCO!vJ!vJ: Country)
fCUSTCOM!vl: Remit Address)
fCUSTCOMM: Scan Line)
Account Number: /CUSTCOMM: Accou1I1 ID/Questions? Call us at (208) 388-2323 (Treasure Valley)
or 1-800-488-6151. Se habla espanol.
Page? of?
LIST OF PROPERTIES
Service Location
ISERVICE: Service Location!
(SERVICE: Service Location)
(SERVICE: Service Locationl
(SERVICE: Service Locationl
/SERVICE: Service Location!
ISER VICE: Service Location!
(SERVICE: Service Location)
(SERVICE: Service Locationl
(SERVICE: Service Location)
/SERVICE: Service Location!
If writing infonnation below, please check the appropriate box on the reverse side.Account Number: IC1ISn:OMM.
AcmUIIIID)
NEW CONTACT IN FORMA nON:
Does Idaho Power have your correct mailing address and phone number?
If not, please write any cha1ges below:
Name
Street Apt./Suite
City
State Zip Code
Telephone Number
IDAHO POWER COMPANY
CASE NO. IPC-O5-
FIRST PRODUCTION REQUEST
OF COMMISSION STAFF
TT A CHMENT TO
RESPONSE TO
REQUEST NO.
An IDACORP Company
NOTICE OF OUTSIDE OPENINGDATE: August 6, 2004 NUMBER: 2365-1370
The following position is open. Outside applicants and current Idaho Power Company employees will be
considered equally. No preference will be given. All interested outside applicants must complete an
employment application and submit any additional information to the Human Resources Department.
Interested Idaho Power employees must submit a Position Consideration Request form (HRD 004) and any
additional information (e., training records, resume, etc.) to Human Resources by the closing date below.
This position is expected to last until September 30, 2006.
CLASSIFICATION: Program Specialist I-Special Needs Customers (Specific Term)LOCATION: Corporate Headquarters, Boise
MINIMUM ANNUAL RATE: $45,011
DEADLINE TO ApPLY: August 29, 2004
The individual selected will be placed in level of the job based on qualifications, with salary determined by current
wage policies.
DEFINITION
Designs, operates, and manages all aspects of the Low Income Weatherization Assistance Program.
Researches the energy efficiency and service needs of low- or fixed-income Idaho Power customers
and designs ways to provide information and additional programs that meet those needs. In
coordination with the Residential Market Segment Coordinator, conducts needs assessments to
identify and prioritize other customer market segments requiring special focus. Designs, implements,
and measures the effectiveness of programs and efforts to meet the needs of identified residential
subsegments.
EXAMPLES OF DUTIES (The following is used as a representative description and is not restrictive as to the duties
required.
Manages all aspects of the Low Income Weatherization Assistance Program, including
implementation through working with Community Action Agencies, the State of Idaho, and Idaho
Power field staff.
Negotiates and writes contracts and monitors contract compliance.
Reviews Community Action Agency submittals for accuracy and appropriateness.
Ensures customer satisfaction with programs and evaluates effectiveness of program structure and
operation.
Manages a project plan, schedule, and budget. Oversees progress and meets deadlines, goals, and
objectives.
Assists in conducting needs assessments to identify and prioritize other special-needs residential
customer segments, such as low- or fixed-income groups. Uses resulting research to design and
implement programs to meet customer needs. Measures program effectiveness.
Identifies ways for Idaho Power to enhance its special-needs customer relationships.
Maintains relationships with other agencies and organizations to ensure Idaho Power is providing
good services and communication for target customer groups.
CONTINUED ON BACK
HUMAN RESOURCES DEPARTMENT
O. Box 70
Boise, ID 83707
EXAMPLES OF DUTIES (Continued)
Works with internal groups to define projects, communication plans, and resource allocation to
support needs assessment findings.
Determines how best to serve the energy efficiency needs of the lower-income sector and designs
ways to serve those needs.
Administers other programs and tasks as needed.
KNOWLEDGE, SKILLS, AND ABILITIES (These are considered to be the minimums necessary to begin performing
the work required.)
Knowledge of:
utility operations;
program management;
commonly-used business software applications, such as WordiID, ExceliID, and OutlookiID
Skill in:
project management;
program development;
interpersonal communication;
organization;
customer service;
issue resolution;
data analysis;
report development.
Ability to:
work effectively with a diverse group of people, agencies, organizations, and vendors;
educate stakeholders;
negotiate complex issues;
work effectively in a team environment;
manage multiple projects simultaneously;
prepare written and oral reports;
comprehend technical issues in energy efficiency.
MINIMUM REQUIREMENTS
. Bachelor s degree in Economics, Business Management, Marketing, Sociology, Social Services,
Political Science, or related field.
. Valid driver s license.
PREFERRED EDUCATION, TRAINING, AND EXPERIENCE (These examples will generally provide an individual the
opportunity to develop the knowledge, skills, and abilities listed above. Lack of the exact training and experience
listed will not necessarily exclude an individual from consideration for the position.)
. Experience with social work or social services; low-income issues; senior citizen programs; and
weatherization and energy efficiency programs.
. Marketing or promotional training experience.
. Bilingual, in English and Spanish.
IDAHO POWER COMPANY IS AN EQUAL OPPORTUNITY EMPLOYER.
Visit our Web site at www.idahopower.com for information regarding application for employment.