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Home My WebLink About200502031st Request of Staff to PacifiCorp.pdfSCOTT WOODBURY DEPUTY ATTORNEY GENERAL IDAHO PUBLIC UTILITIES COMMISSION 472 WEST WASHINGTON STREET PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0320 BAR NO. 1895 RECEIVED 0 iL.ED zona FEE - 3 I'll 3: :3 !J j ij Ii iHi UffLfTIES- COt1MiSSlON Street Address for Express Mail: 472 W. WASHINGTON BOISE, IDAHO 83702-5983 Attorney for the Commission Staff BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION IN THE MATTER OF THE APPLICATION OF ACIFICORP DBA UTAH POWER & LIGHT COMPANY FOR AUTHORITY TO INCREASE ITS RATES FOR ELECTRIC SERVICE TO ELECTRIC CUSTOMERS IN THE STATE OF IDAHO. CASE NO. PAC-05- FIRST PRODUCTION REQUEST OF THE COMMISSION STAFF TO ACIFICORP The Staff of the Idaho Public Utilities Commission, by and through its attorney of record Scott Woodbury, Deputy Attorney General, requests that PacifiCorp (PacifiCorp; Company) provide the following documents and information on or before FEBRUARY 24, 2005. This Production Request is to be considered as continuing, and PacifiCorp is requested to provide, by way of supplementary responses, additional documents that it or any person acting on its behalf may later obtain that will augment the documents produced. Please provide answers to each question; supporting workpapers that provide detail or are the source of information used in calculations; the name and telephone number of the person preparing the documents; and the name, location and telephone number of the record holder. FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3, 2005 For each item, please indicate the name of the person(s) preparing the answers, along with the job title of such person(s) and the witness who can sponsor the answer at hearing. Reference IDAP A 31.01.01.228. For documents provided please include the name and phone number of the person preparing the document, and the name, location and phone number of the record holder. REQUEST NO.1: Do specific call center customer service representatives handle incoming calls from Idaho? REQUEST NO. 2: Do customer service representatives in the call centers handle outages and emergencies? If they do not, do the employees who handle the outages and emergencies have different titles and skill levels? REQUEST NO.3: Please provide the numbers of abandoned calls in the call centers by month for the past two years (2003 and 2004). (For purposes of this question , " abandoned" calls refer to customers that hang up or are disconnected before reaching a live representative). possible, please provide Idaho numbers only. REQUEST NO.4: For each of the past four calendar years (2001-2004), please provide the total dollar amount contributed by PacifiCorp shareholders to community-based organizations, such as Project Warmth, for the purpose of providing services to or paying bills of low-income Utah Power & Light (UP&L) customers in Idaho. REQUEST NO.5: Please provide the total dollar amount received by UP&L from LIHEAP (Low-Income Home Energy Assistance Program) payments in each of the past four years (2001-2004)? REQUEST NO.6: Please provide the Rules Summary provided to rate classes other than Schedule 1 as required by Rule 701 (UCRR). Please explain how and in what months these customers are given the summary. FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3 , 2005 REQUEST NO.7: Under what circumstances does UP&L collect deposits from customers? REQUEST NO.8: How and when are customers made aware of the terms and conditions for the return of their deposits? REQUEST NO.9: Please provide the number and dollar amount of the deposits currently held by UP&L for Idaho Residential, Small Commercial, and Irrigation customers. Please provide a breakdown by rate schedule. REQUEST NO. 10: Please describe how deposits are calculated for each class of servIce. REQUEST NO. 11: How and when are deposits refunded for residential, irrigation, and small commercial customers? REQUEST NO. 12: Please provide an example of a residential customer minimum bill. REQUEST NO. 13: It is Staffs understanding that the Company does not provide customers with a brochure or printed material regarding the Third Party Notification program. How and when are customers made aware of this program? REQUEST NO. 14: How many Idaho customers are currently signed up for the Third Party Notification program? REQUEST NO. 15: Please provide a sample copy of a notice that would be mailed to a person who was designated as a Third Party on a customer s account. If no notice is mailed, how is the Third Party designee notified of the proposed action to terminate service? REQUEST NO. 16: How many Idaho customers were signed up for Moratorium protection from disconnection at the end of calendar year 2004? FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3 , 2005 REQUEST NO. 17: How many customer service representatives in the call centers speak Spanish? Is there always a Spanish-speaking representative available during call center hours of operation? REQUEST NO. 18: What provisions are made for assisting customers who speak languages other than English or Spanish? REQUEST NO. 19: How many attempts are made to contact customers either in person or by telephone prior to termination of service as required by Rule 304.02 (UCRR)? Please explain. REQUEST NO. 20: Under what circumstances would a personal visit be made to satisfy the requirements of Rule 304.02 (UCRR)? REQUEST NO. 21: Does the Company use an automated system to make outgoing calls to satisfy the requirements of Rule 304.02 (UCRR)? If so, what hours are calls made to customers? REQUEST NO. 22: In compliance with Rule 304 (UCRR), when calling a customer for the Final Notice, what percentage of call attempts reach a live customer? REQUEST NO. 23: When a customer s answering machine or voice mail picks up the call to satisfy the requirements of Rule 304., is a message left? If so , please provide the text of that message. REQUEST NO. 24: Please describe how level pay is calculated for a residential customer. Please describe circumstances whereby a customer would be denied the opportunity to sign-up for a level pay program? FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3, 2005 REQUEST NO. 25: Does the Company routinely physically disconnect service after a customer requests closure of an account? If so, what are the average and maximum intervals between receipt of the customer s request to disconnect and the actual disconnection of the service? REQUEST NO. 26: Are meters ever left on between occupants? Ifso, please describe the circumstances whereby a meter would remain on between occupants? REQUEST NO. 27: Please provide a sample copy of the Notice left at a premises to meet the requirement of Rule 312 (UCRR). The requested Notice would be used in situations where residents or occupants who are not the actual customer are in jeopardy of losing service such as might occur with a master metered account. REQUEST NO. 28: On page 10, line 8 of Company witness Stewart's Direct Testimony, he states that PacifiCorp has achieved cost efficiencies through many different initiatives including improved call center operations. What specifically was implemented or changed in call center operations to achieve cost efficiencies? REQUEST NO. 29: As part of the settlement at the time of the merger with ScottishPower, a position titled "Irrigation Specialist" was created. Has the Company determined that the position will be retained? Please explain the justification for the Company position. REQUEST NO. 30: Does the Company routinely review customer accounts to determine whether customers are being served under the most appropriate rate schedule: Please explain the review process. If there is no routine review process, please explain what steps the Company takes to verify that customers are served under the most appropriate rate schedule. REQUEST NO. 31: Please explain the circumstances under which a residential customer served under Schedule 1 would require 3-phase service? FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3 , 2005 REQUEST NO. 32: For each month during the past 3 years, how many calls from Idaho customers have been placed to the Irrigation Hotline? REQUEST NO. 33: Please explain current hours of operation and procedures for handling incoming calls to the Company from Idaho customers with respect to the Portland and Wasatch Business Centers. Dated at Boise, Idaho, this 3 ~day of February 2005. ~6)~~c t Woodbury Deputy Attorney General Technical Staff: Marilyn Parker i:umisc:prodreq/paceO5.1sw prl FIRST PRODUCTION REQUEST TO ACIFICORP FEBRUARY 3 , 2005 CERTIFICATE OF SERVICE HEREBY CERTIFY THAT I HAVE THIS 3RD DAY OF FEBRUARY 2005 SERVED THE FOREGOING FIRST PRODUCTION REQUEST OF THE COMMISSION STAFF TO PACIFICORP IN CASE NO. PAC-05-, BY MAILING A COpy THEREOF POSTAGE PREPAID TO THE FOLLOWING: JOHN STEWART ACIFICORP 201 S MAIN ST., SUITE 2300 SALT LAKE CITY, UT 84140 MAIL: john.stewart2~pacificorp.com JAMES F FELL JAMES M. VAN NOSTRAND STOEL RIVES LLP 900 S W FIFTH AVE SUITE 2600 PORTLAND OR 97204 MAIL: iffell~stoel.com j m vannostrand~stoel. com DATA REQUEST RESPONSE CENTER ACIFICORP 825 NE MUL TNOMAH SUITE 800 PORTLAND OR 97232 MAIL: datarequest~pacificorp.com CERTIFICATE OF SERVICE