200502241st Response of PacifiCorp to Staff.pdf

825 N.E. Multnomah
Portland, Oregon 97232
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February 23 2005
SCOTT WOODBURY
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
472 W Washington
Boise, ill 83702-5983
RE:ill P AC- E-05-
IPUC Staff Production First Set of Data Requests (1-33)
Please find enclosed an original and one copy ofPacifiCorp s Response to IPUC Staff
Productionlst Set of Data Requests (1-33).
If you have any questions, please call Barry Bell at [phone].
Sincerely,
~D ~;~~~ I~.
Bob Lively, Manager
Regulation
Enclosures
cc:Jean Jewell (3 copies)
James Fell/Stoel Rives
P AC-05-1/PacifiCorp
February 23, 1005
IPUC Staff Production Set 1 Data Request 1.
IPUC Staff Production Set 1 Data Request 1.1
Do specific call center customer service representatives handle incoming calls
from Idaho?
Response to IPUC Staff Production Set 1 Data Request 1.1
Our two Call Centers take calls from all PacifiCorp customers. Our Portland Call
Center s primary call types include Outage, Billing, Work Requests, and New
Service Connects. Our Wasatch Call Center in Salt Lake City has the primary
call types of Outage, Business & Government, Collections, and Irrigation. Each
Agent must qualify by taking specialty training to handle the different call types.
If they have not been trained for a particular call type, those calls will not go to
them. Also, calls from Idaho irrigators are handled by an Irrigation Hot Line team
in the Wasatch Call Center.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.
IPUC Staff Production Set 1 Data Request 1.2
(a) Do customer service representatives in the call centers handle outages and
emergencies? (b) If they do not, do the employees who handle the outages and
emergencies have different titles and skill levels?
Response to IPUC Staff Production Set 1 Data Request 1.2
(a) Yes.
(b) See (a), above.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.3
IPUC Staff Production Set 1 Data Request 1.3
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). If possible, please provide Idaho numbers only.
Response to IPUC Staff Production Set 1 Data Request 1.3
Please see Attachment IPUC 1.3.
IDAHO
A C- O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
Attachment IPUC 1.3 - Provides responses for Data Requests IPUC 1.3 and IPUC 1.
Note: PacifiCorp s PBX system is not set up to report by
individual states.
The data below represents calls received from all states.
Month
Jan-
Feb-
Mar -
Apr-
May-
Jun-
Jul-
Aug-
Sep-
Oct -
Nov-
Dee-
Jan-
Feb-
Mar-
Apr-
May-
Jun-
Jul-
Aug-
Sep-
Oct -
Nov-
Dee-
Jan-
Feb-
Mar-
Apr-
May-
Jun-
Jul-
Aug-
Sep-
Oet-
Nov-
Dee-
Jan-
Calls made to
Irrigation Hotline
(800-715-9238)
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
n/a
671
085
226
835
844
709
559
358
026
530
745
088
543
394
083
745
1,471
504
387
164
Calls
Abandoned
from Irrigation
Specialist
Queue
All Calls
Abandoned
from Agent
Queue
114
178
113
101
101
131
207
461
233
136
119
168
157
149
138
134
118
140
343
909
6,483
886
857
095
11 ,249
313
696
796
888
291
952
645
048
344
197
567
799
592
994
514
883
243
375
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.4
IPUC Staff Production Set 1 Data Request 1.4
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.
Response to IPUC Staff Production Set 1 Data Request 1.4
Utah Power partners with Eastern Idaho Special Services Agency in Idaho Falls
and SouthEastern Idaho Community Action Center in Pocatello to provide energy
assistance through contributions made to Lend-a-Hand. Utah Power matches
these customer donations, with the total contribution from PacifiCorp
shareholders as follows for each year (2001-2004):
2001 $12 122
2002 $13 066
2003 007
2004 $11,469
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.
IPUC Staff Production Set 1 Data Request 1.5
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)?
Response to IPUC Staff Production Set 1 Data Request 1.5
The Company s accounting system does not specifically identify payments from
LIHEAP funds. The following data includes energy assistance to UP&L
customers in Idaho from all sources including LIHEAP and Lend-a-Hand during
calendar years 2001-2004:
2001 $367 059
2002 $506 842
2003 $385 846
2004 $295 258
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.6
IPUC Staff Production Set 1 Data Request 1.6
Please provide the Rules Summary provided to rate classes other than Schedule
as required by Rule 701 (UCRR). Please explain how and in what months these
customers are given the summary.
Response to IPUC Staff Production Set 1 Data Request 1.6
All customers receive a copy of the Rules Summary. Please refer to Attachment
IPUC 1.6. The Rules Summary is provided to customers as a bill insert
approximately once a year. As an example, the Rules Summary was submitted to
customers in January 2005 and the next summary will be sent in either December
2005 or February 2006 depending on the timing of any price changes.
IDAHO
A C- O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
Consumer Information
We think our customers deserve excellent service. But what do we mean by that? Giving you clear, straightforward answers when
you have questions, for one thing. This brochure was written in cooperation with the Idaho Public Utilities Commission to give you
answers to some common questions about bills, credit, deposits and other parts of your electric service. If you d like more
information on any of the topics we cover here, please call Utah Power toll free at 1-888-221-7070. Si desea una copra en espanol de este
resumen de los derechos y responsnbilidades del consumidor, por favor llame aI1-888-225-2611. Su llamada sent grafuita.
Summary of Idaho
utility consumer's
rights and responsibilities
Utah Power has prepared this swnmary of your
rights and responsibilities when you apply for
an account with or are a current customer of a
utility company in Idaho.
Deposits
If you are a current customer with a good
payment record or a new customer who has
good credit with your previolls utility company
you will not need to make a security deposit.
If you don t meet these requirements, however
you may be asked to make a security deposit. If
a deposit is required, it cannot be more than two
months' worth of the estimated yearly billing at
your service address, based on current rates.
If you can t pay all the required deposit, you
can arrange to pay half of the deposit when
you apply for service and the rest the
following month.
Utah Power will pay the current interest rate
set yearly by the Idaho Public Utilities
Commission on all deposits at the time the
deposit is returned.
Billing
You will receive a bill for electric service each
month, based on the number of kilowatt-hours
of electricity registered on your electric meter
during the billing period. Your bill will show
the date on which your payment is due, the
applicable rate schedule and the amount of the bill.
Payment Plans
There are three types of payment plans, available
under special circumstances:
I. Payment Arrangements - If you pay only
part of your total bill, your payment will be
applied toward the oldest portion of your
outstanding balance.
If you cannot pay a bill in full, we may be able
to make special arrangements with you. To
decide if we can offer you these arrangements,
we take into account your ability to pay, how
much you owe, your payment history and the
reasons why you may not have been able to pay.
You can make payment arrangements over the
phone or by mail. Your first payment will be due
on the next business day after the arrangements
have been made. If you miss the first payment,
or the check you write to make the payment is
not honored by the bank, yollr service may be
disconnected after we give yoll 24-hour notice.
2. Equal Payment Plan - Our Equal Payment
Plan is available if you d like to spread your
payments evenly out over a full year. The plan
divides the total cost of electricity used each year
into 12 equal monthly payments. Every year
your account is reviewed to determine if your
usage has changed. Any price changes will
automatically be figured in the Equal
Payment amount.
3. Winter Payment Plan - If you tell us that
you are unable to pay your electric bill in full
and you have children, elderly persons or
persons with medical needs living in your
household, you may qualify for our Winter
Payment Plan. This plan requires that your bill
be paid in full, but allows for a lower monthly
payment from November to March.
Your monthly payments during this time
cannot be less than one-half of the amount you
would pay if you were using our Equal Payment
Plan. You can use any source of funds to make
Wmter Payment Plan monthly payments. If you
have an outstanding balance under this plan
you must either pay this balance or a make a
new payment arrangement on or after Aprill. If
you don t pay your balance or don t make
payment arrangements on or after this date
your service may be disconnected. You may
participate in the Winter Payment Plan in
following years if you have made payments as
arranged and the balance you owe as of Nov. 1 is
not more than $75 or not more than your bill for
the previous 30 days, whichever is greater.
Disconnection Notices
Before we disconnect your service, in most
instances, we will send you a written notice
mailed at least seven calendar days before the
disconnection date. However, only a 24-hour
notice will be given when you do not make a
first payment according to a payment
arrangement, when you make a first payment
with a check not honored by the bank, or you
pay a Utah Power collector with a check not
honored by the bank. At least 24 hours before the
service is disconnected, we will attempt to
contact you in person or by phone and repeat
the information on the original notice.
If we do not shut off the service within seven
days after the proposed date, we will make
another attempt to contact vou and remind vou
that your service can be disconnected after 24 hours.
During December, January and February, we
will not disconnect your service if there are
children, elderly persons or persons with
medical needs in the house. Remember to notify
us if either of these conditions exist, and we will
work with you to set up a payment plan. Before
disconnecting your service, we wil1 try to reach
an adult in your household or another person
you have told us to call in case you cannot be
reached.
If someone in your household is seriously ill
you can get an extension of up to 30 days by
giving us a physician s or public health official'
certificate of medical emergency. Also, if
someone in your household uses an iron lung,
respirator, dialysis machine or other life-
sustaining equipment, please let us know.
We can disconnect your service at any time
without notifying you if: (a) a situation exists
that is immediately dangerous to life, physical
safety of property or to prevent a violation of
health and safety codes; (b) if the IPUC, a court
or other authorized public agency orders a
disconnection; or (c) if you obtained service
through fraud or without our permission.
If you cannot pay the total bill, installment
payments may be arranged in the form of a
deferred payment agreement." TIlis agreement
says that you will pay your past due bill in
installments and keep your current bills paid
when due. If you keep the conditions of the
agreement, service will not be disconnected.
Moving
You need to let us know as soon as possible if
you plan to move. It's a good idea to do this
yourself and not depend on someone else to do
it for you. We cant close your account or process
your closing bill until you let us know your
move-out date.
Complaints and Disputes
We will promptly investigate every complaint or
dispute we receive, and we ll report to you on
the results. Contact us through our toll-free
phone number at 1-888-221-7070. This munber is
also printed on your bill.
If you re not satisfied with the assistance you
received from the first person you talked to at
Utah Power, you have the right to request that
your problem be handled by that person
supervisor, and we ll give you the supervisor
name and how he or she can be reached.
If you talk to the supervisor and still aren
satisfied, you can call or write the Idaho Public
Utilities Commission. Their toll free phone
number is 1-800-432-0369. The address is P.O.
Box 83720, Boise, rD, 83720-0074.
Utah Power will not knowingly disconnect
your service while you are honestly pursuing a
complaint with a supervisor or the Commission.
ve tried to tell you in a way that's easy to
understand what Idaho s laws say about your
rights and responsibilities are as a utility
customer. Copies of these rules and Utah Power
filed tariffs, including rate schedules and general
rules and regulations, in their original wording,
are available to you by calling 1-888-221-7070 or
on the Web at www.utahpower.net.
(continued 0/1 other side)
Customer Service Guarantees
When we say we re going to give you certain level of service, we mean it. And we re so serious about holding ourselves accoW1table, we
corrunitted to eight Customer Service Guarantees that cover service issues that our customers have told us are most important - restoring and
switching on power, keeping appointments, responding to billing inquiries, resolving meter problems, notifying of planned interruptions and
responding to power quality complaints. If, for some reason, we can t live up to a commitment, we ll pay you. Why? First, to compensate you tor any
inconvenience and as a big reminder to ourselves not to let it happen again.
To find out more about our Customer Service Guarantees, including how to make a claim, please call us toll free at 1-888-221-7070, or visit our Web
site at www.utahpower.net.
Price Information
Schedule I - Standard Service
Best for residential customers who use most of their power
during the weekdays.
Monthly Bill:Summer Billing months May through October:
$0.098271 per kilowatt-hour (kwh)
Winter Billing months November through April:
$0.074904 per kilowatt-hour (kwh)
$ 9.57 for single-phase service, pennanent residences
$28.71 for three-phase service, pennanent residences
$13.38 for single-phase service, vacation homes, cabins
or other dwellings not utilized year-round as the
principal place of residence
$40.14 for three-phase service, vacation homes, cabins
or other dwellings not utilized year-roW1d as the
principal place of residence
Metered house or cabin used on seasonal basis
$160.56 minimum
Minimum Bill:
Seasonal Bill:
Schedule 36 - Optional Time-of-Day Service
Best for residential customers who use most of their power during
off-peak hours.
On-Peak Hours: Summer 8:00 a.m. to 11:00 p.
Monday through Friday, except holidays.
Winter - 7:00 a.m. to 10:00 p.
Monday through Friday, except holidays.
Off-Peak Hours: All other hours.
Holidays: New Year s Day, President's Day, Memorial Day, Independence
Day, Labor Day, Thanksgiving and Christmas. Holidays falling
weekends will be considered holidays on Friday (if a Saturday holiday) or
Monday (if a Sunday holiday).
Monthly Bill:Summer Billing Months
May-October
$12.56 per customer
$ 0.104948 per kwh
$ 0.036168 per kwh
Winter Billing Months
November-April
$12.56 per customer
$ 0.089667 per kwh
$ 0.032991 per kwh
Customer Service Charge:
On-Peak Energy Charge:
Off-Peak Energy Charge:
Minimum Bill:
Seasonal Bill:
Customer Service Charge
Metered hours or cabin used on a seasonal basis
$150.72 plus energy charges
Schedule 34 - Pacific Northwest Electric Power
Planning and Conservation Act - Residential
and Farm Kilowatt-Hour Credit
Schedule 34 says that the monthly charges for service under Electric
Service Schedules 1, 7 A and 36 are reduced by the appropriate kilowatt-
hour credit adjustment shown below for all qualifying kilowatt-hours of
residential and/or farm use. These kilowatt-hour credit adjustments may
change periodically.
Non-Irrigation Customers:
Schedule Nos. 1, 7 A, 36 $0.025006
Rev 11/03
Schedule 7 A - Security Area Lighting
Initial Lumens Watts Rate Per Lamp
MercuryVapor Lamps
000 175 $18.
20,000 400 $29.53
Sodium Vapor Lamps
600 $13.38 Lamp and Support Pole
$ 9.95 Lamp Only
9,500 100 $14.48 Lamp and Support Pole
$11.05 Lamp Only
000 150 $18.15 Lamp and Support Pole
$15.38 Lamp Only
500 250 $24.74 Lamp and Support Pole
$21.31 Lamp Only
SO,OOO 400 $32.91 Lamp and Support Pole
$27.07 Lamp Only
Sodium Vapor Flood Lamps
16,000 150 $18.15 Lamp and Support Pole
$15.38 Lamp Only
27,500 250 $24.74 Lamp and Support Pole
$21.31 Lamp Only
OOO 400 $32.91 Lamp and Support Pole
$27.07 Lamp Only
Low Pressure Sodium Vapor Lamps (Energy Only)000 55 $2.10 Per Lamp
13,500 90 $3.00 Per Lamp22,500 135 $4.08 Per Lamp
33,000 180 $4.92 Per Lamp
Adjustment Schedules 93 & 94 - Power Cost
Surcharge and Rate Mitigation Adjustment
In addition to the above charges, customers receiving service under these
Schedules will have the following cents per kilowatt-hour adjustments
applied to their monthly usage. These rates will be in effect for one year
starting JW1e 8, 2003, and will change on JW1e 8, 2004.
Schedule:
$0.000171
$0.002892
$0.000181
Explanation of terms
Customer Service Charge: A fee charged that helps pay for the costs
of providing service.
Kilowatt-hour (bull): A measure of electrical energy equal to the
amoW1t of energy used by 100-watt light bulb for ten hours or one 1 000
watt hair dryer for one hour.
- UTAH POWER
P AC-05-l/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.7
IPUC Staff Production Set 1 Data Request 1.7
Under what circumstances does UP&L collect deposits from customers?
Response to IPUC Staff Production Set 1 Data Request 1.7
Please refer to Attachment IPUC 1., which is the Company s filed Tariff
Regulation 9 stating the circumstances under which UP&L collects deposits from
customers.
IDAHO
A C- E-O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC 1.
ulilhHIA.,
C. No. 28
Fourth Revised Sheet No. 9R.
Canceling Third Revised Sheet No. 9R.
ELECTRIC SERVICE REGULATION NO.
STATE OF IDAHO
Deposits and Advance Payments
DEPOSIT REQUIREMENTS AND CUSTOMER ADVANCES(a) Residential Customers
The Company will not require or hold any deposit from any current residential customer or
applicant for service without proof that the customer or applicant is likely to be a credit risk
or to damage the property of the Company. The customer or applicant shall be assumed to
be a satisfactory credit risk unless:
(1)The customer or applicant has outstanding a prior service account with the
Company that accrued within the last four years and at the time of application for
service remains unpaid and not in dispute; or
(2)Within the last four years, the applicant'service from the utility has been
terminated due to one of the following: nonpayment of any undisputed delinquent
bill(s), misrepresentation of the customer s or applicant'identity, failure to
reimburse the Company for damages due to negligent or intentional acts of the
customer, or obtaining, diverting or using service without the authorization or
knowledge of the Company; or
(3)Information provided by the applicant upon application for service is materially
false or materially misrepresentative of the applicant's true status.
(4)The applicant did not have service with the utility for a period of at least twelve (12)
consecutive months during the last four (4) years, and does not pass an objective
credit screen.
(5)Initiation or continuation of service to a residence where a prior customer still
resides and where any balance for such service to that prior customer owes a past
due bill.
(6)The utility has given the customer two (2) or more written final notices of
termination within the last twelve (12) consecutive months.
Continued)
Submitted Under Advice Letter No. 03-
ISSUED: May 13 2003 EFFECTIVE: June 13 2003
ulah
HIJIl.,
C. No. 28
Sixth Revised Sheet No. 9R.
Canceling Fifth Revised Sheet No. 9R.
(b)Small Commercial Customers
An applicant may be required to pay a deposit as a condition of service for the reasons stated
in (a) above, or additionally, when the applicant is applying for service for the first time
from the Company.
(c)Industrial, Large Commercial and Irrigation Customers
The Company may require a deposit or an advance payment from current and prospective
industrial or large commercial customers or may require an advance payment from irrigation
customers for the reasons stated in (b) above, or additionally:
(1)The Customer fails to pay the account on or before the date such payment is
delinquent.
(2)F or seasonal service as an advance payment for service required during the ensuing
year.
(3)The nature of the Customer s operation is extremely speculative or subject to a high
probability of failure.
BANKRUPT CUSTOMERS
If an applicant for service or a customer has sought any form of relief under the Federal Bankruptcy
Laws, has been brought within the jurisdiction of the bankruptcy court for any reason in an
involuntary manner, or has had a receiver appointed in a state court proceeding, then a deposit may
be required as a condition of service.
EXPLANA TION OF DENIAL OF SERVICE OR REQUIREMENT OF DEPOSIT
If the Company denies service or requires a deposit as a condition of providing service, then it must
immediately provide an explanation regarding the reason for the deposit or denial of service. If
service is currently being provided to the premises occupied by an applicant, the Company shall
provide written notice of its refusal to serve.
(Continued)
Submitted Under Advice Letter No. 04-
ISSUED: July 13 2004 EFFECTIVE: August 13, 2004
ulah
HIJIIM
C. No. 28
Fifth Revised Sheet No. 9R.
Canceling Fourth Revised Sheet No. 9R.
AMOUNT OF DEPOSIT
A deposit required as a condition of service shall not exceed one-sixth of the Company s estimate of
annual billings for residential and small commercial customers. For industrial and large commercial
customers, deposits shall not exceed two months of the Company s estimated peak billings. The
deposit may be paid in two equal installments; the first paid at the time of application and the secondpayable in one month.
INTEREST ON DEPOSITS
Interest on deposits held by the Company shall be accrued at the rate established annually by the
order of the Idaho Public Utilities Commission. Interest shall be computed from the time the deposit
is made until it is returned or applied to the bill. Interest will not accrue on a deposit if service is
tenninated temporarily at the request of a customer who leaves the deposit with the Company for
future use as a deposit, or if service has been pennanently terminated and the Company has been
unsuccessful in its attempt to refund a deposit.
RETURN OF DEPOSIT(a) Existing Residential and Small Commercial Customers
If the Customer has paid all undisputed bills and has no more than one (1) late payment
during the past twelve (12) consecutive months of service, the Company shall promptly
return the deposit (with accrued interest) by either crediting the Customer s current account
or issuing a refund.
(b)Former Customers
Upon termination of service, the deposit, with accrued interest, shall be credited to the final
bill. The balance of the deposit remaining, if any, shall be returned promptly to the
customer.
(c)Retention During Dispute
The Company may withhold the release of the deposit pending the resolution of a dispute.
For residential and small commercial customers, interest will be paid for the entire period
over which the deposit was held. For industrial, large commercial and irrigation customers
the Company will continue to pay interest if the resolution is in the customer s favor.
(Continued)
Submitted Under Advice Letter No. 04-
ISSUED: July 13 2004 EFFECTIVE: August 13 2004
ulah
lUM
C. No. 28
Second Revised Sheet No. 9R.4
Canceling First Revised Sheet No. 9R.
TRANSFER OF DEPOSIT
A Deposit, less any outstanding balance, shall be transferable and applicable for service to the same
customer at a new location within the Company s service area. Deposits shall not be transferred
from one customer to another customer or between classes of service.
RECEIPT FOR DEPOSIT
When payment of a deposit is made, a receipt shall be furnished to each applicant or customer for
the amount deposited.
ADVANCE PAYMENTS
An advance payment may be required from seasonal industrial, commercial and irrigation customers
as a condition of service. The amount of advance required from seasonal customers may be the
total estimated charges for a 12-month period. Customer advances shall be credited to the
customer s account and if, at the end of the season, a credit balance remains, such balance will be
refunded to the customer.
10.LARGER OR NEW DEPOSITS AND ADVANCES
Nothing in this regulation shall prevent the Company from requiring a deposit or advance or a larger
deposit or advance from existing customers in conformity with the standards set forth in this
regulation. Should a larger or new deposit or advance be required, the reason therefor shall be
specified in writing to the customer.
Submitted Under Advice Letter No. 01-
ISSUED: May 24 2001 EFFECTIVE: June 25, 2001
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.
IPUC Staff Production Set 1 Data Request 1.8
How and when are customers made aware of the terms and conditions for the
return of their deposits?
Response to IPUC Staff Production Set 1 Data Request 1.8
Customers are verbally made aware of the terms and conditions at the time of
application for service.
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUC Staff Production Set 1 Data Request 1.9
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.
Response to IPUC Staff Production Set 1 Data Request 1.9
Deposits Charged as of February 6th , 2005 - Idaho
Irri ation Schedule 10 $203,948 $405 $203 543
Commercial and Industrial
Gnsv. Sm. Pwr.Schedule 23 270 $59,371 019 $57 352
Gnsv. Sm. Pwr. (Res.and Farm)Schedule 23A 570 $100 $2,4 70
Gnsv.Lrg. Pwr.Schedule 6 $57 255 $57 255
Gnsv-Lrg Pwr. (Res. and Farm)Schedule 6A $600 $600
Comm. and Ind. Space Heating Schedule 19 707 $15 692
Residential
Residential Schedule 1386 $164 764 100 $160 663
Residential-Opt. Time of Day Schedule 36 912 $141 277 385 $139 892
htin
Lighting Schedule 7 $90 $90
Lighting (Res. and Farm)Schedule 7 $165 $165
Total 2708 $631 747 $8,024 $623,723
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.10
IPUc Staff Production Set 1 Data Request 1.10
Please describe how deposits are calculated for each class of service.
Response to IPUc Staff Production Set 1 Data Request 1.10
Deposits are calculated in accordance with the State of Idaho Electric Service
Regulation No.
Residential & Small Commercial:
Average 2 months billing at the service location
Industrial & Large Commercial:
The deposit is based upon the two largest/highest/peak billed amounts in the
previous 12 months.
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.11
How and when are deposits refunded for residential, irrigation, and small
commercial customers?
Response to IPUc Staff Production Set 1 Data Request 1.11
Residential. Small Commercial. Irrigation
In accordance with State of Idaho Electric Service Regulation No., deposits are
typically refunded or applied to the account balance or customer under two
scenanos:
When a customer closes their account
When the customer establishes one year of acceptable credit history after
the creation of the deposit.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.12
IPUc Staff Production Set 1 Data Request 1.12
Please provide an example of a residential customer minimum bill.
Response to IPUc Staff Production Set 1 Data Request 1.12
Please see Attachment IPUC 1.12.
IDAHO
A C- E-O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
UTAH POWER
Your Balance With Us
Previous Account Balance 18.
PaymentsiC redits 18.
New Charges +9.
Current Account Balance $9.
Detailed Account Activity
ITEM 1 - ELECTRIC SERVICE
Questions about your biJJ: 1-888-221-7070
24 hours a day, 7 days a week
www.utahpower.net
Payments Received
DATE DESCRIPTION AMOUNT
Dec 13, 2004 Payment Received - Thank you
Jan 3. 2005 Payment Received. Thank you
Total Payments $18.
1870 SAmmon Rd 15 Idaho Falls ID
Idaho Residential Service Schedule 1
METER SERVICE PERIOD ElAPSED METER READINGS METER AMOUNT USED
NUMBER From DAYS Previous CUrrent MULTiPliER THIS MONTH
65385751 Dec 2, 2004 Jan 4. 2005 1437 1443 6 kwh
NEW CHAIICES- 01M
Energy Charge
Power Cost/T~ Surcharge
Rate Mitigation Adjustment
Minimum Charge -
B P A Energy Discount
Total New Charges
UNITS COST PER UNIT CHARGE
6 kwh 0749040 0.45
6 kwh 0038230
6 kwh -0.0069720 -0.
6 kwh -0.0233270
WrJ/fI account number on chedt& mail to: U~h Power. 1033 NE6th Are. Portland. DR 97256-0001 REtAIN THIS PORTION roll YOUR RECORDS,
REtURN THIS PORTION WITH VDUR PAYMENT,
UTAH POWER
PO BOX 25308
SALT LAKE CllY UT 84125
18834 01 AV 0.278 90-0
*834031531318*
-=-
To help those In your area W!1o nee~ asSiStance paying energy bUts. add $1. $2, $5.
or $10 to your payment, I' you are paying toward nexl month's bUl. please make
sure overpayment Is not in increments 01 the above amounts or it will be d0n3ted,
WRITE ACCOUNT NUMBER
ON CHECK & MAIL TO:
UTAH POWER
1033 NE 6TH AVE
PORTLAND OR
97256-0001
H 65369956 003 946 000000943
PAGE 1 OF
BILLING DATE:Jan 6. 2005
ACCOUNT NUMBER:
DATE DUE: Jan 21 , 2005
AMOUNT DUE:$9.
Looking lor ways to pay?
Try Bray and pay online with your
checking account, it's free! Or, pay by
phone. For a small fee you can pay by
credit card by dialing 1-800-672-2405
or pay by checking account by dialing
1-800-285-9234.
LillII hymen/ Charlie for Idaho
late payment charge of 1% maybe
charaed on the delinquent balance pel
month.
Change of Malllll8 AIU/'eS$ Dr Phone?
Check here & provide information on back.
Account Number:- 1
Date Due:Jan 21, 2005
AMOUNT DUE:$9.
Please enter /he amount enclosed,
Questions about your bill:
888-221-7U70
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PAGE 2 OF 2
BILLING DATE: Jan 6, 2005 DATE DUE: Jan 21. 2005
Questions about your bill: 1-888-221-7070 www.utahpower.net
AMOUNT DUE: $9.ACCOUNT NUMBER:
New Mailing Address or Phone?
Please print your new information below and check the box on
the reverse side of this Payment Stub. Thank you.
II you feel your meler has
been read incorrectly, draw
Unes representing hands as
they appear on your meter
now, then call toll free
888-221-7070
ACCOUNT NUMBER:
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P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.13
IPUc Staff Production Set 1 Data Request 1.13
It is Staff 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?
Response to IPUc Staff Production Set 1 Data Request 1.13
This information is currently on our Web site at
http://www.utahpower.net/Article/Article37618.htnll.We are also in the process
of including information on Third Party Notices in a mailing to new Idaho
residential customers. It should start going out in April 2005. In addition, we plan
to include a short mention of Third Party Notifications in our Voices customer
newsletter for Idaho residential customers in April 2005.
Later this year, we will be including this information in the Rules Summary &
Pricing bill insert to all Idaho customers scheduled for either December 2005 or
February 2006 depending on the timing of any price changes.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.14
How many Idaho customers are currently signed up for the Third Party
Notification program?
Response to IPUc Staff Production Set 1 Data Request 1.14
We have 93 customers in Idaho currently signed up for the Third Party
Notification Program.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.15
IPUc Staff Production Set 1 Data Request 1.15
(a) 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. (b) If no notice is
mailed, how is the Third Party designee notified of the proposed action to
terminate service?
Response to IPUc Staff Production Set 1 Data Request 1.15
(a) Please refer to Attachment IPUC 1.15 for a copy of a sample Third Party
notification. If there is an action to terminate service, an additional past due
notification is also mailed to the designated third party.
(b) Please see ( a), above.
IDAHO
A C- O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
UTAH POWER
Your Balance With Us
Previous Account Balance 16.
Questions about your bill: 1-888-221-7070
24 hours a day, days a week
www.utahpower.net
DUPLICA TE STA TEMENT
Payments Received
DATE DESCRIPTION AMOUNT
Payments/Credits 16.1 8 Dee 18. 2004 Payment Received - Thank you
--.----
New Charges +30.Jan 7. 2005 Payment Received - Thank you
Current Account Balance $ 30.
Detailed Account Activity
ITEM 1 - ELECTRIC SERVICE
Total Payments $16.
120 E 90 S Apt 2 Malad City ID
Schedule 1
METER SERVICE PERIOD ELAPSED METER READINGS METER AMOUNT USEDNUMBERFromDAYSPreviousCurrentMUl TlPLIER THIS MONTH
58582274 Dec 9,2004 Jan 11, 2005 55769 56400 1.0 631 kwh
NEW CHARGES. 01/05
Energy Charge
Power Cost /Tax Surcharge
Rate Mitigation Adjustment
B P A Energy Discount
Total New Charges
UNITS COST PER UNIT CHARGE
631 kwh 0749040 47.
631 kwh 0038230 2.41
631 kwh 0069720
631 kwh 0233270 14.
30.
Write account number on check mail to: Utah Power. 1033 NE 6th Ave. Portland. OR 97256-0001
UTAH POWER
PO BOX 25308
SALT LAKE CITY UT 84125
2899801 MB 0.309 136-
*836398083318 *
~tlIlfil.~
~.
f.l,I,flliL I n
MARSING 1083639-8083
RETAIN THIS PORTION FOR VOUR RECORDS.
RETURN THIS PORTION WITH YOUR PAYMENT.
DUPLICA TE STATEMENT
WRITE ACCOUNT NUMBER
ON CHECK MAIL TO:
UTAH POWER
1033 NE 6TH AVE
PORTLAND OR
97256-0001
H 35468563 001 543 000003055
!"':
PAGE OF
BilLING DATE:Jan 13, 2005
ACCOUNT NUMBER:35468563-001 5
DATE DUE:Jan 28, 2005
AMOUNT DUE:$30.
Historical Data - ITEM
:.. 50
~ 40
-: 30'i'
!i 20
2004 JFMAMJJASONDJ2005
Your Average Daily kwh Usage by Month
PERIOD ENDING JAN 2005 JAN 2004
Avg. Daily Temp.
Total kwh
AvO. kwh per Day
Cost per Day
631
$0.
853
Late Payment Charge for Idaho
A late payment charge of 1% maybe
charged on the delinquent balance per
month.
Change 01 Mailing Address or Phone?
Check here & provide information on back.
Account Number:35468563.001 5
Date Due:Jan 28, 2005
AMOUNT DUE:$30.
3rd Party 00 NOT PAY
Please enter the amount enclosed.
Questions about your bill:
1-888-221-7070
UTAH POWER Questions about your bill: 1-888-221-7070 www.utahpower.net
PAGE OF
BI~ING DATE: ~an 13, 2005
-d'; ..
ACCOUNT NUMBER: 35468563-001 5 DATE DUE: Jan 28, 2005 AMOUNT DUE: $30.
New Mailing Address or Phone?
Please print your new information below and check the box on
the reverse side of this Payment Stub. Thank you.
ACCOUNT NUMBER: 35468563-001 5
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1-888-221-7070
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P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.16
How many Idaho customers were signed up for Moratorium protection from
disconnection at the end of calendar year 2004?
Response to IPUc Staff Production Set 1 Data Request 1.16
There were 693 active Winter Moratorium agreements at the end of calendar year
2004.
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.17
(a) How many customer service representatives in the call centers speak Spanish?
(b) Is there always a Spanish-speaking representative available during call center
hours of operation?
Response to IPUc Staff Production Set 1 Data Request 1.17
(a) We currently have a total of 17 Spanish Speaking agents between two call
centers.
(b) Our policy is to offer Spanish speaking assistance 24 hours a day, 7 days a
week, 365 days a year (366 on leap year).
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.18
IPUc Staff Production Set 1 Data Request 1.18
What provisions are made for assisting customers who speak languages other than
English or Spanish?
Response to IPUc Staff Production Set 1 Data Request 1.18
We have a translation service available. When translation is necessary, the Agent
will contact our translation service who translates for our customers and our
employees.
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.19
IPUc Staff Production Set 1 Data Request 1.19
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.
Response to IPUc Staff Production Set 1 Data Request 1.19
In accordance with Rule 304., the Company mails a final written notice to the
customer approximately three days before the proposed date of termination.
addition, at least 24 hours before the proposed date of termination the Company
makes a minimum of one attempt to contact the customer by telephone. Contact
with the customer at least 24 hours prior to termination is also in accordance with
Rule 304.02.
P AC-05-1/PacifiCorp
February 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.20
Under what circumstances would a personal visit be made to satisfy the
requirements of Rule 304.02 (UCRR)?
Response to IPUc Staff Production Set 1 Data Request 1.20
The Company would not typically make a personal visit to satisfy the
requirements of Rule 304.02.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.21
IPUc Staff Production Set 1 Data Request 1.21
(a) Does the Company use an automated system to make outgoing calls to satisfy
the requirements of Rule 304.02 (UCRR)? (b) If so, what hours are calls made to
customers?
Response to IPUc Staff Production Set 1 Data Request 1.21
(a) No.
(b) See (a), above.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.22
In compliance with Rule 304 (UCRR), when calling a customer for the Final
Notice, what percentage of call attempts reach a live customer?
Response to IPUc Staff Production Set 1 Data Request 1.22
Our analysis shows a 20% success rate when making outbound calls.
Idaho Statistics:
Failed Attempts in past 12 months=:::::-13 761
Successful outbound calls in past 12 months=:::::-3 366
-----------------------------------------------------
Total outbound calls in past 12 months=:::::-17 127
P AC-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.23
(a) When a customer s answering machine or voice mail picks up the call to
satisfy the requirements of Rule 304., is a message left? (b) If so, please
provide the text of that message.
Response to IPUc Staff Production Set 1 Data Request 1.23
(a) Yes, a message is left.
(b) "This is Utah Power calling in regards to your service. It is very important
that you call us at our toll free number 1-888-221-7070 during the hours of 8:00
am to 9:00 pm Monday through Friday and 8:00 am to 7:00 pm on Saturdays.
Any of our customer service representatives will be able to assist you and again it
is very important that we do hear from you today.
P AC-05-1/PacifiCorp
February 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.24
(a) Please describe how level pay is calculated for a residential customer. (b)
Please describe circumstances whereby a customer would be denied the
opportunity to sign-up for a level pay program?
Response to IPUc Staff Production Set 1 Data Request 1.24
The Company has two types of level pay plans: Equal Payment Plan (EPP) and
Equal Time Payment Plan (ETP).
(a) Equal Payment Plan (EPP): This is determined by averaging 12 months of
customer bills at a specific site. This amount is then divided by 12 for the
monthly payment.
(b) A customer with an arrears balance does not qualify for an EPP.
(a) Equal Time Payment Plan (ETP): Arrears Customer would be eligible for
this plan which is a levelized plan based on the current arrears balance divided by
12 plus the average monthly billing for all months moving forward.
Ex: If the regular EPP amount is $50.00 a month and the customer owes a balance
of $240 to bring the account current the monthly payments on an Equal Time
payment plan would be $70.00 (regular EPP amount of $50) plus arrears balance
divided by 12 months($240/12= $20) for a total monthly billing of$70.00).
(b) 1. All residential and small commercial customers (non-irrigation with load
less than 30 kW) who have resided at their site for 12 months or more are eligible
for the Equal Payment and Equal Time Payment Plans. Although we do not
encourage customers to enroll in the equal payment plan if they haven t lived at
their site for 12 months or more, we will set them up on an EPP if the customer
requests this plan after discussing the situation with a customer service
representative.
(b) 2. Large Commercial/Industrial or Irrigation customer would not be eligible
for either an EPP or ETP. These customers are not eligible for the plans because
their load is typically not as stable and predictable as residential customers. The
addition or removal of equipment and the seasonal nature of some business
accounts don t allow accurate projections of monthly bills.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.25
(a) Does the Company routinely physically disconnect service after a customer
requests closure of an account? (b) 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?
Response to IPUc Staff Production Set 1 Data Request 1.25
(a) Typically the company does not physically disconnect service after customer
requests closure of account.
(b) See (a), above.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.26
(a) Are meters ever left on between occupants? (b) If so, please describe the
circumstances whereby a meter would remain on between occupants?
Response to IPUc Staff Production Set 1 Data Request 1.26
(a) As a general practice, meters are typically left on between occupants.
(b) See (a), above. Meters are left on unless usage above a threshold amount is
detected by the next billing date.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.27
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.
Response to IPUc Staff Production Set 1 Data Request 1.27
Please refer to Attachment IPUC 1.27.
IDAHO
A C- O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
" i ~
. UTAH POWER
' ,
A PaclfiCorp COmpa71!J
Tod:ay s Date,
, " '
n~ar Oc~pa~t/ Apartment Manager.
Our" 'J:ecords
, '
indicate that' we have not
received an application for service at this location. To
avoid servh::e interruption, please contact our 24-hour
customer service line at 1-888-221-7070 immediately to
apply for service.
If you have already applied for service, please
disregard this notice and accept our thanks for
opportunity to serv~ YOll. ,
'IJia~youl
A pattm~t mi~ber(s)
Meter reader's initials ,
, Meterserial.#
. LA LINEA .
ASSlSnNCIA EN ESPANOL
' ,, "
.1-80o-796~S522
, U.:un~s -Viernes.B a.m. - 5,
, .,
P;lIPOOOOOl ,
, I '
, '
i I
. ,I
. :," ~, ': :
CSPPOOOO03
Rev 11 /6/03
, ,; ,. \. '. ,, ,, ,. ,
. i
, j: !. ,, .
Date Time
. i
, '
Meter #
! '. ,~ .
Address
Our employee was here today. Employee #
Your electric service was connected today. Please:
Check Breakers Check Fuses Other
Comments
- We are unable to connect your electric service.
Comments
" I Your electric service was disconnected today'" because:
Past Due 0 No Applicant Hazardous Condition Other
Comments
Your electric selVice will be disconnected for non pay *
Next Day 0 24 ho1ll5 0 48 hours
To prevent intermption of your electrical selVice your payment is
required Unmediately.
In response to your selVice call.
0 The service wires are properly insuJated. There is no problem.
0 We have scheduled a replacement of your electric service.
Your ~pment on site is damaged or out of place. It must be repaired
or replaced before electric service can be restored
0 The proper inspection agency (city or eotmty) has not approved
wiring for electric service.
Comments
, '
- We were here, and missed you for our scheduled appoinhnent
Comments
""Please contact us at 1-[phone] (FBpanoll~225-2611), so we can arrange
to receive payment / restore 5elVice. Our conunitment is to turn power on vdthin 24
hours when all required charges, including fees and / or deposit, have been paid.
ASISTENCIA EN ESPANOL
1-888-225-2611
LUNE& VIERNFS 8:OOAM-6:OOPM
If you have any problems or questions, please call our
24-hour customer service line at 1-888-221-70'70.
~. PACIFIC POWER
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.28
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?
Response to IPUc Staff Production Set 1 Data Request 1.28
The Call Centers have improved efficiencies by moving more and more
customers to Web Billing. This is a more convenient, cost effective option for
customers. PacifiCorp increased web billing participation to just over 95 000
customers or 6% of our total customer base.
The Call Centers have focused on improving agent skills to reduce complaints
overall and have worked to keep the number of Customer Guarantee failures low
to ensure good customer service.
We have also implemented a specialized team in our Salt Lake City call center
(WCCC) to serve commercial and government customers to enhance satisfaction
in this customer segment.
Additionally we have delivered enhancements to the Interactive Voice Response
(IVR) channels to increase customer participation in self-service options by 10%.
This insures that customers receive "fresh" up to date outage information and
increases usage of the IVR to report outages, enabling us to handle many more
customer inquiries.
We have established a new on-line reference tool for call center agents to improve
our "first call resolution , minimizing errors and ensuring quality customer calls.
We have improved the productivity of our call center back office functions by
utilizing our ability to "queue" work to agents on the floor, taking advantage of
any available time between calls and improving process flows.
We participated in the UKlUS Distinctive Capabilities project institutionalizing a
best practice exchange culture.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.29
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.
Response to IPUc Staff Production Set 1 Data Request 1.29
We continually evaluate the operational need for all positions. This is done to
ensure we are as efficient and cost effective as possible. The Irrigation Specialist
assists irrigation customers with issues such as load control, energy efficiency,
pump sizing and rate information and provides valuable assistance to irrigation
customers in Idaho. We currently intend to retain this position; however we will
continue to evaluate the need for this position going forward.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.30
IPUc Staff Production Set 1 Data Request 1.30
(a) Does the Company routinely review customer accounts to determine whether
customers are being served under the most appropriate rate schedule: (b) Please
explain the review process. (c) 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.
Response to IPUc Staff Production Set 1 Data Request 1.30
(a) No, the company does not routinely review customer accounts to determine
whether customers are being served under the most appropriate rate schedule.
(b) See (a), above.
(c) Customers with the following rate schedules receive a bill message
notification annually:
07GNSY023A, 07GNSYO023 , 07GNSYOO06, 07GNSYO06A
The annual notification message is as follows:
You may be able save on your electric bill by changing your General
Service rate schedule. For more information or to see if a change would
save you money, call toll free at 1-800-640-2212, Monday through Friday,
8 a.m. to 5 p.
P AC- E-05-1/PacifiCorp
February 23 2005
IPUC Staff Production Set 1 Data Request 1.
IPUc Staff Production Set 1 Data Request 1.31
Please explain the circumstances under which a residential customer served under
Schedule 1 would require 3-phase service?
Response to IPUc Staff Production Set 1 Data Request 1.31
Typically, this will only happen when the residential customer has an electric
motor of more than 10 horsepower. This usually only happens with very large
homes with large HV AC systems, or pumps used to water their large yard.
P AC-05-1/PacifiCorp
February 23 , 2005
IPUC Staff Production Set 1 Data Request 1.32
IPUc Staff Production Set 1 Data Request 1.32
For each month during the past 3 years, how many calls from Idaho customers
have been placed to the Irrigation Hotline?
Response to IPUc Staff Production Set 1 Data Request 1.32
Please see Attachment IPUC 1.3. The data for the calls to the irrigation hotline is
only available from June 2003 forward. This data represents the calls offered to
the hotline as well as internal transfers to the irrigation specialists.
P AC-05-1/PacifiCorp
February 23, 2005
IPUC Staff Production Set 1 Data Request 1.33
IPUc Staff Production Set 1 Data Request 1.33
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.
Response to IPUc Staff Production Set 1 Data Request 1.33
We have 2 Call Centers. The Call Center in Portland is open 24 X 7 and the
primary call types handled there include Outage, Billing, Work Requests, New
Service Connect. The Wasatch Call Center in Salt Lake City is open Monday -
Saturday 7:00 a.m. - 9:00 p.m. and primarily handles Outage, Collection
Business and Government, and Irrigation type calls. Heavy call volume periods
may exceed one or the other call centers' ability to handle the call volume of their
primary call types. In these situations, the overflow calls from one center are
routed to appropriately trained agents in the other call center to ensure Customer
Satisfaction is achieved. Both Call Centers, in an effort to support our customers
and the call volume forecast or in case of larges outages, will work overtime to
meet the demand.