20080929IPC to Staff 25-41.pdf

BARTON L. KLINE
Lead Counsel
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September 26, 2008
VIA HAND DELIVERY
Jean D. Jewell, Secretary
Idaho Public Utilities Commission
472 West Washington Street.
P.O. Box 83720
Boise, Idaho 83720-0074
Re: Case No. IPC-E-08-10
General Rate Case
Dear Ms. Jewell:
Enclosed for filing please find an original and three (3) copies each of Idaho Power
Company's Suppiementai Response to the Second Production Request ofthe Commission
Staff and Idaho Power Company's Response to the Third Production Request of the
Commission Staff.
In addition, also enclosed are two (2) CDs, four copies each, containing the
Company's responses to production requests in which electronic/excel files were requested
and also for ease of production of the information.
Upon receiptofthis filing, i would appreciate it if you would return a stamped copy of
this letter for my file in the enclosed stamped, self-addressed envelope.
Very tru~ou~.r~~
Barton L. Kline
Lead Counsel for Idaho Power Company
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Enclosures
P.O. Box 70 (83707)
1221 W. Idaho St.
Boise, 10 83702
BARTON L. KLINE, ISB #1526
LISA D. NORDSTROM, ISB #5733
DONOVAN E. WALKER, ISB #5921
Idaho Power Company
P.O. Box 70
Boise, Idaho 83707
Telephone: [phone]
Facsimile: [phone]
bkline(âidahopower.com
Inordstrom(âidahopower.com
dwalker(âidahopower.com
RECEIVED
10BB SEP 25 PH~: 52
IDAHO PUBUt'UTIUTIES COMMIŠSION
Attorneys for Idaho Power Company
Street Address for Express Mail:
1221 West Idaho Street
Boise, Idaho 83702
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MA TIER OF THE
APPLICATION OF IDAHO POWER
COMPANY FOR AUTHORITY TO
INCREASE ITS RATES AND
CHARGES FOR ELECTRIC
SERVICE.
)
) CASE NO. IPC-E-08-10
)
)
)
)
)
)
IDAHO POWER COMPANY'S
RESPONSE TO THE THIRD
PRODUCTION REQUEST OF THE
COMMISSION STAFF TO IDAHO
POWER COMPANY
COMES NOW, Idaho Power Company ("Idaho Powet' or "the Company"), and in
response to the Third Production Request of the Commission Staff to Idaho Power
Company dated September 5, 2008, herewith submits the following information:
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 1
REQUEST NO. 25: Please provide all the details that comprise the amounts set
forth on page 6 of 6 of Exhibit No. 31, offered as part of Smith's Testimony and titled
"Operation and Maintenance Reduction for Known Spending Containment". Please
explain each item that is part of the Company's proposed spending containment by
stating the amount of each items contribution to the $3,834,000, the nature of the
containment, a description of the reduction, and state if the reduction is expected to be
permanent or a method of reduction because of timing the expense. If the cost
containment effort was allocated to various departments, please provide spreadsheets
or other documentation that explains the allocation methodology.
RESPONSE TO REQUEST NO. 25: The Company directive to reduce 2008
operations and maintenance expense initially identified an estimated reduction of
$4,216,836, which is reflected on the first page of the spreadsheet on the enclosed CD.
Subsequently, as part of management review prior to the Company's filing of this case,
it was determined that not all of the items initially identified could be deferred or
eliminated. As a result, management established a final goal of reducing operations
and maintenance expenses by $3,834,000 for 2008 which was included in the test year.
The response to this Request was prepared under the direction and control of
Lori Smith, Vice President of Corporate Planning and Chief Risk Officer, Idaho Power
Company, in consultation with Barton L. Kline, Lead Counsel, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 2
REQUEST NO. 26: Please provide a description of all cost containment
programs the Company has instituted over the last 5 years and a description of all cost
containment programs the Company is currently or anticipates instituting through 2009.
Include in this description any company directive or policy that directs the reduction of
expenses incurred by the Company. Please document the results of prior-year cost
containment programs and explain how the Company determined whether these cost
containment programs were effective. Explain in detail any cost containment efforts
initiated in 2008 or 2009 that are intended to reduce 2009 expenses. Include in this
explanation the nature of this effort and provide all documentation (email
communications, memoranda, etc.) that specifically directs the magnitude of cost
containment. In addition, please describe any Company bonuses or rewards given to
individual employees who suggest a method of cost containment.
RESPONSE TO REQUEST NO. 26: The Company has stated that it is
committed to managing all expenditures for operation and maintenance, working capital
and capital investments that are required to meet customer growth, and reliability while
at the same time preserving base resources. The Senior Management Executive Team
regularly monitors actual spending compared to established budgets. The Company
has also stated that it continues to experience upward cost pressure within large
portions of the business due to customer growth, an aging thermal fleet, distribution and
transmission facilities, new compliance requirements, aging workforce issues,
heightened compliance requirements (Sarbanes Oxley, FERC Standard of Conduct,
NERC reliability standards, environmental), and inflation.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 3
With today's economic uncertainty and capital market instability, the Company
continues to focus on determining what's critically important while stil focusing on the
future. This has resulted in the Company making diffcult choices. Choices, however,
that hopefully wil make the Company stronger, more effcient, and valuable in the
future. The Company's senior management not only relies on its management team but
also its employees. Besides management directives, the Company's incentive program
motivates management and employees to focus on budgetary management goals
based on operations and maintenance expenses as well. as customer satisfaction and
network reliability.
In the last five years, the Company has increased effciencies in the following:
. hiring practices and procedures
. employee health care (including prescriptions)
. financing
. supply chain management
. strategic sourcing
. review of annual softare licenses
. IT vendor spending
Additionally, in the last five years, the Company has also directed or provided
guidance in how management and employees can assist in reducing costs by doing the
following:
. reduce medical claims
. reduce or eliminate non-restoration overtime
. reduce or eliminate non-critical travel
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 4
. reduce or eliminate business meals
. reduce or eliminate attendance at off-premises conferences
. reduce other discretionary costs
. reduce or eliminate non-critical training
. unfilled positions at times were to remain unfilled unless approved
by an officer committee
The Company not only seeks to reduce current costs but also focuses on
identifying initiatives that wil create sustainable reductions in process cost, systems
implementations, such as Application and Systems Ufecycle Concept Document
("A&SLC"), Mobile Workforce Management and Advanced Metering Infrastructure
("AMI"), and continuous review of the Human Resource model, including market based
compensation and the cost of the benefit package to employees.
While quantifcation of the effectiveness of specific individual cost reduction
initiatives is diffcult if not impossible, the measure of the Company's success in other
operations and maintenance can be measured by comparing the level of increase year
over year. To ilustrate, since 2003 the Company's annualized growth rate for
operations and maintenance expense (excluding employee incentive) was 5.19%,
compared to the combined annualized Consumer Price Index ("CPI") and customer
growth of 5.95%.
In response to Staffs production request No. 25, the Company provided a
detailed listing of estimated areas of cost containment for 2008, totaling $4.2 milion.
Although the Company does not consider all of these potential reductions realizable and
thus established a goal of $3.8 milion for 2008, it does identify within this listing
permanent cost reductions that will ultimately impact 2009.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 5
For 2009, as detailed in the attached September 15, 2008, News Scan, the
Company CEO, Mr. LaMont Keen has requested that in preparation of budgets
management "carefully consider funds essential to maintain operations and provide
employees with tools they need while balancing these with the objective to responsibly
manage every dollar." He additionally identified some areas for specific focus.
. Research alternative vendors or suppliers for typical annual
expenses - "don't just allocate funds based on the past."
. Continue to work with procurement and the supply chain process to
negotiate the best possible prices and save on offce supplies and
services and any other operational expenses.
. Communicate with other leaders to find ways to share costs; i.e.,
purchase larger combined volumes to take advantage of quantity
discounts.
. Continue to prioritize all operations and maintenance expenses
while establishing clear justification and descriptions prior to budget
submission.
. Ask yourself and your team one last time: "Are there items or
expenses we can reduce or operate without and stil maintain
excellent customer service?"
Other than the incentive program discussed above, the Company does not offer
bonuses or rewards to individual employees who suggest a method of cost
containment.
The response to this Request was prepared by Lori Smith, Vice President of
Corporate Planning and Chief Risk Offcer, Idaho Power Company, in consultation with
Barton L. Kline, Lead Counsel, Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 6
REQUEST NO. 27:Please provide average CAIDI, SAlOl, SAIFI and MAIFI
service quality statistics, by service area, for each month during Calendar Year 2007.
RESPONSE TO REQUEST NO. 27:The chart below represents -all indices
calculated by region and month for calendar year 2007.
Region Month SAlOl SAIFI CAIDI MAIFI
Canyon January 0.247322 0.121568 2.034438 0.258726
Capital January 0.095663 0.065537 1.459665 0.232247
Eastern January 0.095983 0.084026 1.142296 0.070922
Southern January 0.351128 0.176359 1.990991 0.119315
Western January 0.163593 0.070168 2.331454 0.244264
Canyon February 0.125712 0.102243 1.229543 0.045719
Capital February 0.096458 0.10959 0.880171 0.376478
Eastern February 0.400387 0.168615 2.374565 0.195482
Southern February 0.406541 0.156498 2.597742 0.177086
Western February 0.148259 0.096419 1.537655 0.331872
Canyon March 0.620468 0.181753 3.413792 0.577057
Capital March 0.24135 0.150584 1.602761 0.393161
Eastern March 0.250865 0.115749 2.167325 0.191125
Southern March 0.23369 0.092957 2.513959 0.141022
Western March 0.285141 0.145122 1.964832 0.404658
Canyon April 0.077373 0.040408 1.914803 0.116398
Capital April 0.100794 0.053264 1.892362 0.242166
Eastern April 0.484891 0.117166 4.138483 0.284423
Southern April 0.44661 0.261869 1.705472 0.322829
Western April 0.360944 0.093164 3.874283 0.324638
Canyon May 0.204129 0.147673 1.382305 0.191849
Capital May 0.125753 0.101816 1.235101 0.475565
Eastern May 0.144827 0.08451 1.713733 0.611854
Southern May 0.301787 0.192308 1.569292 0.305292
Western May 1.058895 0.524203 2.020009 0.478164
Canyon June 0.551819 0.61671 0.894779 0.591976
Capital June 0.214327 0.216554 0.989713 0.467465
Eastern June 0.239568 0.224638 1.066462 0.462336
Southern June 0.456216 0.358029 1.274244 0.702058
Western June 0.525 0.659639 0.795889 0.400292
Canyon July 0.168143 0.104486 1.609241 0.324131
Capital July 0.274934 0.149976 1.833184 0.454446
Eastern July 0.870436 0.247021 3.523733 1.140938
Southern July 1.771782 0.436661 4.057567 1.172333
Western July 1.117773 0.578241 1.933059 0.709739
Canyon August 0.895163 0.357426 2.504473 0.581543
Capital August 0.605897 0.289825 2.09056 0.495253
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY-7
Eastern August 0.7387 0.321763 2.295788 1.322434
Southern August 0.4002 0.22348 1.790768 0.485771
Western August 1.507614 0.434503 3.469743 1.110174
Canyon September 0.319849 0.217618 1.469773 0.223676
Capital September 0.296651 0.223077 1.329817 0.355309
Eastern September 0.173146 0.074534 2.32304 0.614118
Southern September 0.360023 0.192288 1.872312 0.429041
Western September 2.18901 0.539683 4.056099 0.93803
Canyon October 0.111983 0.080023 1.399392 0.18575
Capital October 0.125069 0.092726 1.348797 0.298249
Eastern October 0.453478 0.281035 1.613597 0.50407
Southern October 0.602953 0.285497 2.111936 0.351751
Western October 0.233625 0.095988 2.433895 0.483074
Canyon November 0.445572 0.031926 13.9564 0.229882
Capital November 0.115636 0.099231 1.165322 0.244013
Eastern November 0.158715 0.129733 1.223394 0.268387
Southern November 0.17343 0.072849 2.380668 0.215923
Western November 0.264955 0.115508 2.293825 0.258737
Canyon December 0.139739 0.119357 1.17076 0.250695
Capital December 0.271833 0.099966 2.719247 0.436154
Eastern December 0.148214 0.158487 0.935181 0.230028
Southern December 0.388319 0.142287 2.729132 0.426609
Western December 1.342677 0.517222 2.595939 0.737377
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 8
REQUEST NO. 28: Please provide a list of measurements and reports
generated with the Outage Management System. Please provide examples of the
reports.
RESPONSE TO REQUEST NO. 28: The response for this Request requires
additional review and wil be made available as soon as possible.
This response to this Request was prepared by Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 9
REQUEST NO. 29: Please provide the process used at the time an account is
first established to assign the customer to the appropriate rate schedule. Does this
process vary depending on whether the customer's premises is newly constructed (no
previous service) or establishing new service at an existing location? If so, please
explain.
RESPONSE TO REQUEST NO. 29: When customers contact Idaho Power,
Customer Service Representatives ("CSRs") are trained to ask specific information
about the location to be connected. When the location to be activated already has a
meter installed, the dialogue between the CSR and customer helps ensure service is
being established under the correct rate. When the dialogue, or prior use of a location,
indicates a commercial rate is appropriate, customers are asked to provide specific
information about the business type and expected energy consumption so that the
correct Standard Industrial Classification ("SIC") code can be added to the location, and
an initial rate can be set accordingly.
When service is requested for locations without an existing'meter, customers are
queried for the use of service (i.e., Residential, Commercial, or Irrigation). If the service
is to be Commercial or Irrigation, the service order is directed to a Distribution Designer,
who wil work with the customer and determine the correct rate.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 10
REQUEST NO. 30: How does Idaho Power monitor customer energy usage to
ensure that the assigned rate schedule continues to be appropriate?
RESPONSE TO REQUEST NO. 30: Idaho Power's Customer Information
System ("CIS") monitors all commercial accounts to ensure they are biled under the
appropriate rate schedule. If usage occurs outside of the qualification rules for the
existing rate schedule, the CiS routes the account to a Customer Service
Representative ("CSR") for manual review. Each account requiring review is
individually evaluated and the rate changed, as necessary. In addition to the account
being routed to a CSR, two reports are generated to confirm all evaluations are
completed, and the accounts are biled under the appropriate rate.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 11
REQUEST NO. 31: Please provide the Company's written record of complaints
and requests from the year 2007, kept pursuant to Rule 403 of the Commission's Utility
Customer Relations Rules (UCRR) IDAPA 31.21.01.403.
RESPONSE TO REQUEST NO. 31: The requested information is voluminous
and contains specific customer information which the Company believes should be held
in confidenæ. As a result, the requested information wil be made available at the
Company's corporate offices for review by Staff and intervenors following execution of a
protective agreement. Please contact Doug Jones at 388-2615 or Camila Victoria at
388-5821 to arrange a time to review the requested materiaL.
This response to this Requestwas prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 12
REQUEST NO. 32: If any of Idaho Power's forms required by the UCRR have
been revised since July of 2007, please provide a copy of those forms and indicate what
changes were made.
RESPONSE TO REQUEST NO. 32: The information requested is voluminous
and as a result wil be made available for examination at the Company's corporate
offces. Please contact Doug Jones at 388-2615 or Camila Victoria at 388-5821 to
arrange a time to review the requested.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY -13
REQUEST NO. 33: Company Witness Brilz states in her testimony on page 7
that each month the Customer Service Administrator prepares complaint reports
detailing all contacts with customers in which the customers were dissatisfied. Please
provide copies of that monthly report for the year 2007 showing the trends and issues
that were identified along with the suggested process or changes that were made as a
result.
RESPONSE TO REQUEST NO. 33: The complaint report containing trends and
details of customer comments received during 2007 is voluminous and contains specific
customer information which the Company believes should be held in confidence. As a
result, the requested information wil be made available in the Idaho Power Company
Legal Department located in the Company's corporate offces for review by Staff and
intervenors following execution of a protective agreement. Please contact Doug Jones
at 388-2615 or Camila Victoria at 388-5821 to arrange a time to review the requested
materiaL.
The report does not contain the suggested process changes made as a result of
the trends and issues identified. However, several of the issues identified and the
changes made or in the process of being made are described below. In addition, in
December 2007, Idaho Power began tracking the outcome of its review of complaints
received. Therefore, the report includes comments regarding outcomes for December
only.
Idaho Power Website. Some customers have shared their frustration with the
processes involved to register and navigate the site. The web development team
receives monthly copies of the customer feedback report and monitors it for frustration
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 14
and suggestions shared by our customers. A redesign of the Company's website,
which wil include an easier process for account registration and navigation, wil be
launched in the first quarter of 2009.
Payment Options. Another customer service change resulting in part from
customer feedback is the search for alternative payment options. Customers have
expressed interest in reduced cost, better vendor service, and more options to pay bils.
Idaho Power is in the final stages of bringing a new vendor on board to address these
concerns. Western Union Speed pay, Inc., wil provide electronic payment processing
with lower processing fees to customers beginning in January 2009.
IVRU. Idaho Power's IVRU system is a regular topic of customer feedback.
Several suggestions and ideas have been gleaned from customer input and
implemented into the IVRU system. The most recent, in February 2008, shortened the
path for customers who preferred to speak with a Customer Service Representative
("CSR") more quickly instead of navigating the phone options.
PersonneL. The Customer Service Quality Administrator investigates all
complaints categorized as "Personnel Performance - CSR." Each available callis
retrieved through the Qfinity application, which allows the Administrator to listen to the
customer exchange as well as follow along with screen flows. The calls are reviewed to
determine if customer issues were adequately resolved and to provide coaching
opportunities for the CSRs to improve their interactions in the future. If follow up is
required, the call is forwarded to the employee's supervisor who addresses the issue
with the CSR and reports back to the Quality Administrator.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY -15
Idaho Power's Metering Department investigates customer complaints involving
metering personnel to ensure each issue is addressed and resolved with the customer.
At the conclusion of these investigations, the report is reviewed with metering
employees to educate them on the issues and to help prevent recurrence. Metering
leadership also encourages their employees to address customer concerns at the time
they occur rather than waiting for the monthly report.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 16
REQUEST NO. 34: Company Witness Brilz on page 10 of her testimony stated
that a position entitled "Customer Service Specialist" was created to facilitate focused
communication with customers during outages and to allow dispatch personnel to more
fully focus on communications with field personnel during outages. How many
Customer Service Specialist positions were created? Are all positions currently filled?
Please provide a job description of that position.
RESPONSE TO REQUEST NO. 34: Seven Customer Service Specialists work
in the team to provide 24/7 coverage of incoming customer and employee calls related
to outages. All seven positions are currently filled. This position was recently re-titled to
"Outage Specialist." These employees are the primary contact for customers who are
experiencing an outage after normal business hours. During normal business hours,
the Outage Specialists not only take calls from customers but are àlso a coordination
point to provide ongoing outage information to Customer Service Representatives.
Attached is the current Outage Specialist job description.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY -17
REQUEST NO. 35: Please provide data demonstrating that Idaho Power's
Outage Management Tool is able to restore service more quickly after an outage, e.g. a
comparison of restoration times for twelve months after installation with the twelve
months immediately preceding installation.
RESPONSE TO REQUEST NO. 35: Idaho Powets Outage Management
System ("OMS") was installed in 2004. The data below displays the SAlOl ("System
Average Interruption Duration Index") for the twelve months preceding the installation
and the three years post installation. After the OMS product was installed, the abilty to
capture data increased, as is demonstrated by the increase in the SAlOl index from
2003 to 2006. The declining number in 2007 demonstrates the improvements made as
a result of more accurate data capture and reporting ability.
2003 Report Totals:2.5455
2005 Report Totals:3.9422
2006 Report Totals:7.8438
2007 Report Totals:4.5369
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY -18
REQUEST NO. 36: Please provide justification for allowing a third-party vendor
to charge customers convenience fees to process payments using a credit card or
check by phone. In light of the requested rate increase, has the Company considered
increasing the dollar amount cap per transaction (i.e. some customers currently are
required to initiate multiple transactions and pay multiple vendor fees in order to pay
one bil)? If so, please explain. If not, why not? Additionally, please provide by month
the average number of monthly users in 2007 and how many of those users were
paying more than one fee to pay one bil.
RESPONSE TO REQUEST NO. 36: The manpower expenses and financial
transaction costs to process on-demand electronic payments like credit card, debit card,
and check by phone is significant when compared to processing a check received in the
maiL. Because of this cost differenæ, and the availability of lower cost payment options,
customers who chose this more expensive option are paying the associated costs. If
processing fees are lowered to be more competitive with payment options, such as a
mailed check or automatic debit, Idaho Power would be very interested in offering a no-
fee on-demand electronic check, debit, or credit card transaction. At this time, even
with special "utility rates" from Visa, the cost of a credit card transaction is more than six
times the cost of processing a paper check and more than eight times the cost of
processing an automatic debit.
In 2002, customer paid credit card payment processing fees charged by the third-
party vendor began at $4.00 for a $100.00 transaction and, based on the size of the
transaction, went up to $1,000.00 for a $10,000 transaction. At that time, the electronic
check fee was $1.95 per transaction. As credit card processing rules changed, these
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY -19
separate fees were combined into one "blended" fee of $2.85 for any type of on-demand
electronic transaction up to $300.00. Credit card companies and merchant processors
charge based on the size of the transaction; therefore, as the blended fee was put in
place, Idaho Power worked with NCO Financial Systems to establish a reasonable per-
transaction limit. Using that set limit and average payment amount data, NCO
calculated the associated set transactioi: fee. In 2002, the $300.00 limit was suffcient
to cover 2-3 months of average residential usage.
Idaho Power continues to receive requests for no-fee or a lower fee for electronic
transactions. In response to customer requests, Idaho Power has selected Western
Union Speed pay, Inc., to provide electronic payment processing beginning in January
2009. With this new vendor, Idaho Power was able to negotiate a lower per-transaction
fee of $2.50 per check-by-phone, credit card, or debit card payment and a higher
maximum transaction amount of $500.00 for residential customers. Commercial credit
card processing fees are much higher than residential credit card processing fees. As a
result, and in order to keep the transaction fee low for the largest group of users
(residential customers), Idaho Power elected to offer only electronic check processing to
commercial and irrigation customers. Their respective per-transaction maximums are
$50,000 and $1,000,000.
Since 2003, there has been a significant increase in the use of on-demand
electronic payment options. In 2003, 47,713 on-demand electronic payments were
processed. In 2007, 186,435 on-demand electronic payments were processed. The
chart below displays the number of payments processed each month during 2007 as
well as the average payment amount. The average payment amount includes those
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 20
customers that pay with multiple transactions to satisfy their amount due that exceeds
$300. No separate data exists to track how many customers paid with more than one
transaction, thereby paying multiple fees.
Electronic payments processed by NCO Financial Systems for Idaho Power Co.
2007
Number of Dollars Paid Average Average
Month Payments Current Month Payment Payment Year
Current Month Current Month to Date
Jan 13,230 $1,558,692.70 $ 117.82 $ 117.82
Feb 13,468 $1,792,226.70 $ 133.07 $ 125.51
March 15,842 $2,127,088.98 $ 134.27 $128.77
April 14,721 $1,823,674.39 $ 123.88 $127.52
May 14,914 $1,638,070.17 $ 109.84 $ 123.96
June 14,472 $1,493,150.35 $103.18 $ 120.41
July 14,929 $1,689,502.69 $ 113.17 $ 119.34
AUQ 17,402 $2,261,114.30 $ 129.93 $ 120.89
Sep 16,805 $2,272,536.18 $ 135.23 $ 122.68
Oct 18,882 $2,407,817.57 $ 127.52 $ 122.66
Nov 16,553 $1,858,734.49 $ 112.29 $ 122.20
Dec 15,217 $1,826,993.37 $ 120.06 $ 122.02
Total 186,435 $22,749,601.89 $135.23 $122.66
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 21
REQUEST NO. 37: On page 17 of Company Witness Brilz testimony, there is a
reference to the new tools that Idaho Power purchased to assist in the development of
more reliable infrastructure designs. What are those tools, and how have those tools
brought about more reliable service?
RESPONSE TO REQUEST NO. 37: Idaho Power purchased infrared cameras
to assist distribution line patrolmen and power quality technicians in detecting heat
sources on our system that may indicate a need for remediation. In addition, the
Company purchased "SUBREL" engineering softare this year that is being utilzed to
aid in the design of more reliable distribution substations. Specifically, the softare aids
engineering personnel when designing substation bus arrangements and switching
points.
This response to this Request was prepared by Maggie Brilz, Customer Service
Manager, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 22
REQUEST NO. 38: Please explain the factors that have, according to Company
witness Waites, page 7, contributed to the average non-summer marginal power supply
cost rising faster than the average marginal power cost in the summer since 2003.
RESPONSE TO REQUEST NO. 38: The primary factor driving the increase in
the marginal costs during the non-summer months are natural gas prices. Idaho Power
continues to purchase power during the non-summer months, specifically in December
and January, a time when we are competing for natural gas with the gas companies.
When compared to 2003, we are expecting an increase of approximately 3.5 percent in
the average market price of natural gas during the non-summer months as opposed to a
decrease of approximately 9.6 percent of the average market price during the summer
months.
This response to this Request was prepared by Courtney Waites, Pricing
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 23
REQUEST NO. 39: Please provide separate bil frequency analyses that support
the tiered rates proposed for each of the residential customer classes referenced in
Company witness Waites' testimony.
RESPONSE TO REQUEST NO. 39: Please see the attached excel file for the
2007 monthly bil frequency analyses for the Company's residential customers.
This response to this Request was prepared by Courtney Waites, Pricing
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 24
REQUEST NO. 40: Please provide any analysis the Company has performed in
support of the on-, mid-, and off-peak rate differentials for Schedule 5 customers
RESPONSE TO REQUEST NO. 40: When Schedule 5 was first implemented as
a pilot program, the mid-peak rate was set at the rate the Schedule 1 customers paid for
their second block of energy, all kWhs over 300. The on- and off-peak rates were then
spread to keep the Schedule revenue neutral, assuming a small amount of load shifting.
This resulted in a mid-peak rate slightly higher than the Schedule 1 second energy
block rate, an on-peak rate differential of 11 percent when compared to the mid-peak
rate and an off-peak rate differential of 30 percent when compared to the on-peak rate.
Then, in 2006 when the Company filed an Application to extend Schedule 5 as an
optional pricing program, the Company felt it was necessary to increase the incentive
for customers to shift energy usage and requested to increase. the on-peak rate 20
percent, increase the mid peak rate 1 percent, and decrease the off peak rate 15
percent. This change would result in a rate differential of the on- and mid-peak rate of
32 percent and an 80 percent differential between the on- and off-peak rates.
Ultimately, the Commission approved a rate differential of 36 percent between the on-
and mid-peak and 85 percent between the on- and off-peak rates. These differentials
have been maintained to date and stil exist in the Company's current rate proposal.
Other than the Energy WatchlTime-of-Day Program Annual Reports filed with the
Idaho Public Utilities Commission for the years 2005, 2006, and 2007, which show the
results of the rate differentials for Schedule 5 customers, no specific analyses have
been performed in support of the on-, mid-, and off-peak rate differentials.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 25
This response to this Request was prepared by Courtney Waites, Pricing
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 26
REQUEST NO. 41: In light of the Company's proposal to implement tiered rates
in non-summer months, what rate mitigation or assistance options has the Company
considered to assist low income customers, specifically those using electric heat in the
winter?
RESPONSE TO REQUEST NO. 41: The Company estimates approximately 32
percent of our customers have electric space heat, although we have no data to support
what percent of these customers are low income customers. However, as mentioned in
Ms. Waites' testimony, one of the objectives of the rate design is a. proposal that
encourages increased energy effciency which, if practiced by customers, can help
mitigate the proposed rate impacts. The inverted block rate proposed is a mechanism
for providing customers incentive to conserve energy. The intent of the first block of
energy is to cover basic electric usage (lighting and basic home appliances), or energy
usage that is diffcult for a customer to change. The rate design proposes to increase
the level of the first block to 600 kWh, which wil help cover the basic electric usage for
all customers. With this in mind, the proposal adds the smallest increase on the rate for
the first energy block, just under two percent during the non-summer months. In fact,
customers who use 600 kWh or less wil benefit from this design as 300 of their kWhs
will shift from the higher priced second block of energy to the lower priced first block of
energy.
The second block of energy is the electric usage that may be somewhat
discretionary, including electric heat, which, for some customers, can be a small portion
of that energý use. Customers wil see a greater increase in the rate of the second
block, approximately seven percent. Placing the majority of the increase on the rate of
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 27
the second block is an attempt to send a price signal to customers encouraging effcient
electric usage. By reducing some discretionary electric use, customers have the
opportunity to lessen the impact of the proposed rate increase.
In addition to energy effciency as a rate mitigation option, customers may be
eligible to participate in some energy effciency programs which can help provide relief
on their electric bils. For example, customers who live in a manufactured home heated
by an electric furnace or heat pump may qualify for our Energy House Calls, which
arranges a free house call to test customers' electric heating system ducts for air leaks,
seal the leaks, install compact fluorescent light bulbs, replace air filters, and more.
Some qualified customers, by participating in the Weatherization Assistance for
Qualified Customers program, may receive financial assistance to help cover the cost
for weatherization of their electrically heated homes. Those customers that do not
qualify for the Weatherization Assistance for Qualified Customers program may be
selected for our Home Weatherization Pilot, which provides weatherization services to
twenty electrically heated homes of Idaho Power customers. For a description of the
Home Weatherization Pilot please see response to Staffs production request No. 20.
Also, electric heat customers may be eligible for an incentive from the Heating and
Cooling Effciency program by replacing an existing heat pump with a new, energy
efficient heat pump.
Another assistance option, available for low income customers, is the Company
sponsored Project Share program. Project Share is administered by the Salvation Army
and helps pay winter bils for electricity, natural gas, propane, oil, or firewood for people
. who qualify. It is funded primarily through donations from Idaho Power customers and
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 28
IDACORP shareowners. Finally, for a detailed account of steps the Company takes to
reach out to our high energy use customers please refer to Idaho Power's Response to
the Staffs production request No. 22 (High Energy Users section).
This response to this Request was prepared by Courtney Waites, Pricing
Analyst, Idaho Power Company, in consultation with Barton L. Kline, Lead Counsel,
Idaho Power Company.
DATED at Boise, Idaho, this 26th day of September 2008.
(l1~
BARTON L. KLINE
Attorney for Idaho Power Company
LISA D. NORDSTROM
Attorney for Idaho Power Company
DONOVAN E. WALKER
Attorney for Idaho Power Company
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 29
CERTIFICATE OF SERVICE
I HEREBY CERTIFY that on this 26th day of September 2008 I served a true and
correct copy of IDAHO POWER COMPANY'S RESPONSE TO THE THIRD
PRODUCTION REQUEST OF THE COMMISSION STAFF TO IDAHO POWER
COMPANY upon the following named parties by the method indicated below, and
addressed to the following:
Commission Staff
Weldon B. Stutzman
Deputy Attorney General
Idaho Public Utilities Commission
472 West Washington
P.O. Box 83720
Boise, Idaho 83720-0074
-l Hand Delivered
U.S. Mail
_ Overnight Mail
FAX
-l Email Weldon.stutzmanßlpuc.idaho.gov
Neil Priæ
Deputy Attorney General
Idaho Public Utilities Commission
472 West Washington
P.O. Box 83720
Boise, Idaho 83720-0074
-l Hand Delivered
U.S. Mail
_ Overnight Mail
FAX
-l Email Neil.priæßlpuc.idaho.gov
Industrial Customers of Idaho Power
Peter J. Richardson, Esq.
RICHARDSON & O'LEARY PLLC
515 North 27th Street
P.O. Box 7218
Boise, Idaho 83702
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email peterßlrichardsonandoleary.com
Dr. Don Reading
Ben Johnson Associates
6070 Hil Road
Boise, Idaho 83703
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email dreadingßlmindspring.com
Idaho Irrigation Pumpers
Association, Inc.
Randall C. Budge
Eric L. Olsen
RACINE, OLSON, NYE, BUDGE &
BAILEY, CHARTERED
P.O. Box 1391
201 East Center
Pocatello, Idaho 83204-1391
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email rcbßlracinelaw.net
eloßlracinelaw. net
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 30
Anthony Yankel
Yankel & Associates, Inc.
29814 Lake Road
Bay Vilage, Ohio 44140
Kroger Co. I Fred Meyer and Smiths
Michael L. Kurt
Kurt J. Boehm
BOEHM, KURTZ & LOWRY
36 East Seventh Street, Suite 1510
Cincinnati, Ohio 45202
The Kroger Co.
Attn: Corporate Energy Manager (G09)
1014 Vine Street
Cincinnati, Ohio 45202
Kevin Higgins
Energy Strategies, LLC
Parkside Towers
215 South State Street, Suite 200
Salt Lake City, Utah 84111
Micron Technology
Conley Ward
Michael C. Creamer
GIVENS PURSLEY, LLP
601 West Bannock Street
P.O. Box 2720
Boise, Idaho 83701-2720
Dennis E. Peseau, Ph.D.
Utility Resources, Inc.
1500 Uberty Street SE, Suite 250
Salem, Oregon 97302
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email tony(âyankel.net
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email mkurt(âBKLlawfirm.com
kboehm(âBKLlawfirm.com
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
Email
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email khiggins(âenergystrat.com
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email cew(âgivenspursley.com
mcc(âgivenspursley.com
Hand Delivered
-l U.S. Mail
_ Overnight Mail
FAX
-l Email dennytemp(âyahoo.com
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 31
Department of Energy
Lot R. Cooke
Arthur Perry Bruder
Offce of the General Counsel
United States Department of Energy
1000 Independence Avenue SW
Washington, DC 20585
Routing Symbol GC-76
Hand Delivered
U.S. Mail
-. Overnight Mail
FAX
-. Email Lot.CookeCâhg.doe.gov
Arthur. Bruder(âhg.doe.gov
Dwight D. Etheridge
Exeter Associates, Inc.
5565 Sterrett Place, Suite 310
Columbia, MD 21044
Hand Delivered
-. U.S. Mail
_ Overnight Mail'
FAX
-. Email detheridgeCâexeterassociates.com
Community Action Partnership
Association Of Idaho
Brad M. Purdy
Attorney at Law
2019 North 17th Street
Boise, Idaho 83702
Hand Delivered
-. U.S. Mail
_ Overnight Mail
FAX
-. Email bmpurdyCâhotmail.com
Snake River Allance
Ken Miler
Snake River Alliance
P.O. Box 1731
Boise, Idaho 83701
Hand Delivered
-. U.S. Mail
_ Overnight Mail
FAX
-. Email kmilerCâsnakeriverallance.org
(J~Barton L. Kline
IDAHO POWER COMPANY'S RESPONSE TO THE THIRD PRODUCTION
REQUEST OF THE COMMISSION STAFF TO IDAHO POWER COMPANY - 32
BEFORE THE
IDAHO PUBLIC UTiliTIES COMMISSION
CASE NO. IPC-E-08-10
IDAHO POWER COMPANY
RESPONSE TO STAFF'S REQUEST NO. 26
~Hlri
Company Develops Remedial Measures
For Oregon Trail Neighborhood
Idaho Power is working with residents
of the Oregn Trail Subdivisìon, as
well as loca and federal agencies to
identif appropriate remedal measurs
subsequent to the Aug. 25 fie.
The company also is developin
measures to reduce the risk of simlar
occurrences in this southeast Boise
community as well as other locations
wihin our sevice are. Thos measures
inlude:
. developing a revegtation and
erosion control pla, including reseedi;
. increasing emphasis on
communcation with customers
regarding tre removal and maintenance
around power lis; and
. consierngrecommended
firebreak.
The company continues with fie
preventive measurs on company lands
and around its facities and equipment.
"We actively cooperate wi agencies,
such as local fi deparments and
the Burau ofLand Management, to
implement these measures, n said Vice
President of Customer Serve an
Regonal Operations Waren Klin. "We
are revewing the preventive mesiues
taken at this specifc location, and
are workg with loca agencies and
authorities to determine whethr ther
are additional actions we can take.
Impacts on habitat and the enronment,
efective~s and the fiancal impacts
on our customers ar among the relevnt
considerations affecting fi prevention
Contiue on page 4
Executive Budgeting Message
Following is a reent mesage sent frm Prsident & CEO LaMont Keen to company ledes.
Dear Leaers,
I am sure you are aware
the 2009 budget season
is underway. Nex year's
budget wil be especially
challenging given current
economic conditions. Both
the national and local
economies are struggling.
Across our state, we see
signs of tough economic
times. Here in our service
area significant companies,
such as HP and Micron, are
decreasing expenses, wages
and even reducing their
workforces.
Our company is not immune to
these economic conditions or to the
upward pressure on our costs and
customer rates resulting from plant
additions and inflation. This creates
tension in budgeting for next year.
We must demonstrate sensitívty and
understanding of current economic
conditions in our annual O&M
budgeting while providing safe and
reliable setvce to our customers.
As you plan for
and prepare your
2009 budgets, please
consider carfully
the funds essential to
maintain operations
and provide employees
with tools they need
while balancing
these needs with
the objective to
responsibly manage
every dollar. Specific
ways to prudently
determine your
budgets include:
. Research alternative vendors or
suppliers for typical annual expenses-
don't just allocate funds based on what
you've always spent in past years.
. Work with Procurement and our
new supply chain process to negotiate
or bid external costs to get the most
cost-efective price, as well as save or
reduce costs for offce supplies, services
or other operational expenses.
. Visìt with other leaders in cross-
departmental areas to find ways to
shar costs or take advantage of higher
volume quantities resulting in lower
cost purchases for the company.
. Prioritize al O&M spending and
establish clear justifications and good
descriptions prior to submitting your
budgets.
. When your drt budget is ready,
ask yourelf and your team one more
time, "Are there items or expenses we
can reduce or operate without and stil
maintain excellent customer service?H
Your senior executiv team and I
understand this requires your best
judgment and perhaps some diffcult
decisions. We certainly are required
to do the same. I believe, however, our
abilty to communicate well with one
another, sharing ideas and fiancial
solutions, as well as holding each
other accountable enables us to rise
to the challenge. As you get out your
calculators, please keep one more thing
in mind: Idaho Power's future success is
shaped by the actions we take today.
#7
LaMont Keen
President & CEO
BEFORE THE
IDAHO PUBLIC UTiliTIES COMMISSION
CASE NO. IPC-E-08-10
IDAHO POWER COMPANY
RESPONSE TO STAFF'S REQUEST NO. 34
workfile Page 1 ofS
W"orkfile Job Data
eptll't¡:ge .. dí15e wiridí1w
Job Title:
Job Code:
Grade:
FLSA:
DOT:
Spec, Outage II
4082
017
Non-exempt
Job Summary:
The Customer Service Outage Specialist is a high-
performance, customer-focused individual who is responsible
for a number of customer-oriented tasks associated with the
Customer Service and Regional Dispatch Groups.
These responsibilities include all knowledge and skils
required to perform Customer Service Representative II tasks.
In addition, the OS is responsible for monitoring system
outages on the OMS, maintaining up-to-date outage
information on the OMS, utilzing OMS information to create
messages in the Voice Response Unit, and serving as the
point of contact between Dispatchers and Customer Service
Representatives.
These Customer Service positions wil also be responsible for
answering calls; checking collection lists; responding to
customer relocation requests, customer inquiries, and
requests for account information; making collection
arrangements; coordinating service requests; initiating and
completing service orders; determining the most effective
resolution to customer issues; maintaining customer
accounts; and maintaining work reports and workflows. All
Customer Service Outage Specialists wil support the
Customer Service Department on incoming calls on a
rotational basis.
Essential Tasks:
%of
time Task or Duty
Responds to a variety of inquiries concerning Company policies, procedures and Public
Utility Commissions Rules and Regulations, rates and rate changes.
Monitors all system outages via the Outage Management System (OMS). Updates the OMS
with current information regarding outage cause, repair status, estimated time of repair, and
so on.
Records and updates the Voice Response Unit with outage information within five minutes of
the outage, followed with updates every two hours.
Provides a single point of contact between the Customer Service Center and the
Dispatchers. Shares on-call duties.
Answers customer calls for outages, collections, and turn-on/offs. Responds to customer
questions regarding their account status, biling complaints, collection status, outages, or
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service orders. Responds to a variety of questions concerning Company policies and
procedures regarding the Budget Pay program, refunds, rates and rate increases, energy
consulting programs, customer deposits, and credit and collections. Handles all types of
customer calls in a professional and customer-oriented manner.
Responds to questions concerning Company policies and procedures regarding the Budget
Pay program, refunds, rates and rate increases, energy consulting programs, customer
deposits, and credit and collections. Handles all types of incoming customer calls in a
professional and customer-oriented manner.
Receives customer service requests and inquiries. Investigates possible discrepancies in
customer accounts. Requests meter readings or rereads as necessary.
Performs daily checks of collection lists. Negotiates credit arrangements with customers while
adhering to Company and regulatory policies and guidelines. Initiates reconnect orders for
customers who have been disconnected for nonpayment of bills.
Additional Tasks:
% of time
Qualifications:
Education
Experience
Knowledge
Skils
Abilties
Task or Duty
Initiates and completes service orders.
Performs related work as required.
Minimum
High school diploma or the equivalent.
Two to five years experience in Idaho Power's
Customer ervice, completion of required Idaho Power
Training.
Outage procedures and rotational outage Outage
Management Systems (OMS); Customer Information
Systems (CIS); Voice Response Units; mainframe and
personal computer applications related to customer
service system operations and requirements; softare
systems, including MicrosoM) OutlookCã; ExcelCã;
WordCã; cis; Outage Management System and Voice
Response Units that are related to customer service
system operations; voicemail systems; rate
applications and calculations; credit and collection
policies; procedures for establishing and maintaining
all classes of accounts; preparation of repair and
customer orders; initiating actions for providing and
maintaining services to customers.
Interpersonal communication; basic math, accounting,
ten-key, and typing; customer service; verbal
communication used to structure recorded messages
in a clear and precise manner.
Use good judgment in applying established guidelines
to solve work problems; maintain composure and deal
effectively with a diverse customer base in stressful
situations; understand and carry out moderately
complex written and oral instructions; operate multiple
computer and phone systems; maintain and establish
effective working relationships with team members;
work nonstandard business hours; multi-task multiple
Preferred/Desired
Customer Service Rep
II at Idaho Power,
Lines or field utility
experience.
Familiarity with Idaho
Power service territory
and operations
Spanish/English
speaking skils
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workfle Page 3 of5
outage events; respond immediately to emergency
situations.
Licenses,
Certifications, etc.
Additional
training,
education,
experience
required (IPCo
classes or
lineman's college,
etc.)
Completion of designated training profile in CiS Plus
skils. Completion of Basic Electricity classes.
Additional Job Information:
Works with a high degree of reliabilty and flexibilty in a
seven-person rotation, working 12 hours rotating through
days, nights, weekends, and holidays to provide 24-hour
coverage, seven days a week. Must work scheduled shift
outside of normal business hours (8 am to 5 pm) regardless of
the day of the week. Must work a scheduled shift outside of
normal business hours (8:00 a.m. to 5:00 p.m.), regardless of
the day of week.
Required Competencies:
All Idaho Power jobs include the Idaho Power Core Competencies. To view them, click here.
Competency
Computer Skils: Skiled in the use of computers, adapts to new technology, keeps
abreast of changes, learns new programs quickly, uses computers to improve
productivity.
Dependabilty: Meets commitments, works independently, accepts accountability,
handles change, sets personal standards, stays focused under pressure, meets
attendance/punctuality requirements.
Initiative: Tackles problems and takes independent action, seeks out new
responsibilities, acts on opportunities, generates new ideas, practices self-development.
Interpersonal Skils: Has good listening skils, builds strong relationships, is
flexible/open-minded, negotiates effectively, solicits performance feedback and handles
constructive criticism.
Quality: Is attentive to detail and accuracy, is committed to excellence, looks for
improvements continuously, monitors quality levels, finds root cause of quality
problems, owns/acts on quality problems.
Weighting
20
25
20
15
20
Physical Requirements:
Physical Demand Category - The level of physical abilties required for this job:
Sedentary (Up to 10 Ibs)
Physical Abilties Category - The physical abilties required to perform the essential functions of this position:
Never =
less than 1%
Occasionally =
1%-33%
(0-2.5 hrs)
Frequently =
34%-66%
(2.6-5.5 hrs)
Continuously =
67%-100%
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workfile
Activity
Work Day
Sit
Stand
Walk
Activity
Bend/Stoop
Squat/Crouch
Crawl
Climb
Twist
Kneel
Balance
Reach
Lift Above
Shoulder
Lift Desk to Chair
Lift Chair to Floor
Push/Pull
Carry - Bilateral
Carry. Right or
Left UE
Foot Controls
Hand
Manipulation/Grasp
Hand
Manipulation/Fine
Page 4 of5
Physical Job
Requirements
Hours
Hours
Hours
Hours
Comments Based on Physical Job:
Breaks: Lunch:
(Note if combined stand/walk)
Please specify weights required in any of the
Time Spent on Activity physical demands:
ENVIRONMENT (Included if job is performed indoors, or if temperature extremes exist.):
HAZARDS (Includes noise, light, fumes, dust, ventilation, floor surface, etc.):
EQUIPMENTITOOLS USED (Indicates hand or machine driven.):
PRODUCTS/MATERIALS (Product produced and raw materials used.):
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COMMENTS (Regarding the physical nature of work performed.):
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