HomeMy WebLinkAbout20050412PAC responseto staff requests 39-49.pdf" '
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825 E. Multnomah
Portland, Oregon 97232
(503) 813-5000
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PACIFICORP UT lL.r I E. s' CUt"ll f/~ S! ON
PACIFIC POWER UTAH POWER
April 11 , 2005
SCOTT WOODBURY
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
472 W Washington
Boise, ID 83702-5983
RE:ID P AC-05-
IPUC Staff Production Data Requests 39-
Please find enclosed an original and one copy ofPacifiCorp s Response to IPUC Staff
Production Data Requests 39-49.
If you have any questions, please call Barry Bell at (801) 220-4985.
Sincerely,
~bJ,~ ~.
Bob Lively, Manager
Regulation
Enclosures
cc:Katie Iverson/IIPA
Jean Jewell (3 copies)
James Fell/Stoel Rives
Service List
CERTIFICATE OF SERVICE
I hereby certify that I caused the foregoing document to be served on the following
named person(s) on the date indicated below by overnight mail to said person(s) a true copy
thereof, contained in a sealed envelope, addressed to said person( s) at their last known
address( es) indicated below.
Patricia A. Lopas
Regulatory Coordinator
Dated:1f/I/jO!J
JOHN STEWART
PACIFICORP
201 S. MAIN STREET. SUITE 2300
SALT LAKE CITY, UT 84140
JAMES M. V AN NOSTRAND
STOEL RIVES LLP
900 SW FIFTH AVE., SUITE 2600
PORTLAND, OR 97204
SCOTT WOODBURY
IDAHO PUBLIC UTILITIES COMMISION
472 W. WASHINGTON
BOISE, ID 83702-5983
KIRA PFISTERER
IDAHO PUBLIC UTILITIES COMMISION
472 W. WASHINGTON
BOISE, ID 83702-5983
RANDALL C. BUDGE
RACINE, OLSON, NYE
BUDGE&BAILEY, CHARTERED
201 E. CENTER
POCA TELLO, ID 83204
JAMES R. SMITH
MONSANTO COMPANY
HIGHWAY 34 NORTH
SODA SPRINGS, ID 83276
ERIC L. OLSEN
RACINE, OLSON, NYE
BUDGE&BAILEY, CHARTERED
201 E. CENTER
POCA TELLO, ID 83204
ANTHONY Y ANKEL
29814 LAKE ROAD
BAY VILLAGE, OH 44140
CONLEY E. WARD
GIVENS PURSLEY LLP
601 W. BANNOCK ST.
BOISE, ID 83702
DENNIS E. PESEAU
UTILITY RESOURCES, INC.
1500 LIBERTY ST. SE, SUITE 250
SALEM, OR 97302
R. SCOTT PASLEY
ASSISTANT GENERAL COUNSEL
R. SIMPLOT COMPANY
999 MAIN ST.
BOISE, ID 83702
DA VID HAWK
DIRECTOR, ENREGY NATURAL RESOURCES
J.R. SIMPLOT COMPANY
999 MAIN ST.
BOISE, ID 83702
TIMOTHY 1. SHURTZ
411 S. MAIN
FIRTH, ID 83236
BRADY M. PURDY
A TTORNEY AT LAW
2019N. 17TH STREET
BOISE, ID 83702
P AC-05-l/PacifiCorp
April 11 , 2005
IPUC Staff Production Request 39
IPUC Staff Production Request 39
PacifiCorp recently provided a chart showing the number of its Call Center
abandoned calls by month from February 2003 through January 2005. For that
same time period, please provide the total number of incoming calls in each of
those months.
Response to IPUC Staff Production Request 39
Please see Attachment IPUC 39.
(David L. Taylor will sponsor this response at hearing.
IDAHO
A C- O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
Attachment IPUG 39
Jan-n/a 343 319 188
Feb-n/a 909 338 270
Mar-n/a 6,483 308 374
Apr -n/a 114 886 335,122
May-n/a 178 857 339 852
Jun-671 113 095 404 593
Jul-085 249 436 174
Aug-226 101 313 447 682
Sep-835 101 696 397 607
Oct-844 131 796 407 524
Nov-709 207 888 341 148
Dec-559 461 291 683 598
Jan-358 952 526 521
Feb-026 645 397 522
Mar-530 048 402 760
Apr-745 233 344 392 034
May-088 136 197 395,024
Jun-543 119 567 385 383
Jul-394 168 799 383 386
Aug-083 157 592 408 765
Sep-745 149 994 382 546
Oct-1,471 138 514 382 345
Nov-504 134 883 355 086
Dec-387 118 243 366,475
Jan-164 140 375 462 149
P AC-05-l/PacifiCorp
April 11 , 2005
IPUC Staff Production Request 40
IPUC Staff Production Request 40
In the chart mentioned above in the month of December 2003 , it shows that
291 calls were abandoned from the Agent queue and 461 were abandoned
from the Irrigation Specialist queue. What caused those higher than normal
abandoned rates for that month?
Response to IPUC Staff Production Request 40
This higher than normal abandoned call rate for the month of December 2003
resulted form the prolonged wide spread outages throughout Utah and
surrounding areas which occurred during the last week of December 2003. These
outages were caused by extreme winter weather.
(David L. Taylor will sponsor this response at hearing.
P AC-05-1/PacifiCorp
April 11 2005
IPUC Staff Production Request 41
IPUC Staff Production Request
The Company has indicated it mails the Rules Summary to each customer once a
year. Does the Company provide the Rules Summary to each new customer at the
time service is initiated as required by UCRR 701? If not, why not?
Response to IPUC Staff Production Request
Yes, the Company provides the Rules Summary to each new customer at the time
service is initiated as required by UCRR 701.
(David L. Taylor will sponsor this response at hearing.
P AC-05-1/PacifiCorp
April 11 2005
IPUC Staff Production Request 42
IPUC Staff Production Request 42
The Company stated recently that all customers annually receive a copy of the
Rules Summary. Is the Rules Summary that was provided to Staff sent to non-
residential customers as well? If a different summary is provided to non-
residential customers, please provide a copy of that summary or summaries.
Response to IPUC Staff Production Request 42
Yes, the Rules Summary provided previously to Staff is sent to non- residential
customers as well.
(David L. Taylor will sponsor this response at hearing.
P AC-05-l/PacifiCorp
April 11 2005
IPUC Staff Production Request 43
IPUC Staff Production Request 43
The Company has stated there were 693 customers who declared the need for
winter disconnection protection by the end of calendar year 2004. (a) How many
of those customers were on the Winter Payment Plan? (b) How many customers
were on a Winter Payment Plan but did not declare the need for moratorium
protection?
Response to IPUC Staff Production Request 43
This response begins with a correction of the information provided in February.
The 693 customers reported in February as having declared the need for winter
disconnection protection by the end of calendar year 2004 mistakenly included
customers that signed up for Moratorium protection after the end of calendar
2004. The correct figure is that 254 Idaho customers were signed up for
Moratorium protection from disconnection (winter moratorium protection) as of
December 31 , 2004.
( a) Of the 254 customers signed up for moratorium protection, 8 customers were
on the Winter Payment Plan.
(b) There were no customers who were on the Winter Payment Plan but did not
declare the need for moratorium protection.
(David L. Taylor will sponsor this response at hearing.
P AC-05-l/PacifiCorp
April 11 2005
IPUC Staff Production Request 44
IPUC Staff Production Request 44
PacifiCorp recently provided to Staff many brochures and pamphlets written in
Spanish. How does the Company make customers aware that Spanish-language
information is available?
Response to IPUC Staff Production Request 44
The Company makes Spanish speaking customers aware that Spanish information
is available by including a special message in Spanish on our statements, notices
Customer Information Guide and Welcome Aboard brochure. A special
telephone number is provided for Spanish speaking customers to contact the
Company for information.
(David L. Taylor will sponsor this response at hearing.
P AC-05-1/PacifiCorp
April 11 , 2005
IPUC Staff Production Request 45
IPUC Staff Production Request 45
The Company indicated recently to Staff that it would allow (although not
encourage) a customer to be placed on the Equal Time Payment Plan, even if the
customer did not have 12 months of service at a location. Since Level Pay is
normally based upon prior usage, ( a) how does the Company calculate a level
payment amount if the customer is in a newly constructed home with no prior
usage? (b) Does this same methodology apply to deposit calculations when there
is no prior usage? (c) If not, please explain
Response to IPUC Staff Production Request 45
( a) When there is no usage history, customers are advised that if they select to
be set on Equal Time Payment (ETP) or Equal Payment Plan (EPP), the
monthly amount would be based upon a "best estimate" because of the lack of
billing history to use to calculate the monthly average amount. If the
customer still desires to be set on ETP or EPP, the customer and customer
service agent will come to an agreement on the amount by reviewing customer
history at their previous address or taking an educated guess on potential
electrical consumption based upon the estimated load for the residence. The
customer is set on ETP or EPP with the understanding that the payment plan
will be re-evaluated within six months. There is logic built into PacifiCorp
computer system that will suspend the account for manual review if the
outstanding accounts receivable balance is +/- 4 times the equal pay monthly
amount.
(b) No, this same methodology does not apply to deposit calculations when there
IS no prIor usage.
(c) When prior usage data exists, deposits for Idaho customers are based on an
average of two month usage. If 12 months history is available there is logic
built into PacifiCorp s computer system that will add the 12 monthly billings
and divide by 6 to derive the two month average. When there is no prior
usage site history, PacifiCorp s computer system has a logic built into it that
will bill a default amount dependent on the Base Schedule. For example, a
residential customer in Idaho without prior site usage history would be
charged a $150 deposit as a default. A small commercial account on base
schedule 07GNSVO023 would be charged a deposit of $200 as a default
amount.
(David L. Taylor will sponsor this response at hearing.
P AC-05-1/PacifiCorp
April 11 , 2005
IPUC Staff Production Request 46
IPUC Staff Production Request 46
Since the Company has stated that it does not routinely physically disconnect
meters between occupants, (a J what meter reading does the Company use to
prepare the final bill for the occupant moving out and the initial bill for the
occupant moving in? (bJ Is an actual meter reading obtained on the date the
customer requests service to end? (c J If not, why not? (dJ Is an actual meter
reading obtained on the date a new customer requests service to begin? (e J If not
why not?
Response to IPUC Staff Production Request 46
(aJ, (bJ, (cJ When a customer notifies us of intent to terminate service, a
disconnect read-only request is created, sent to the field, and read by
the field employee which results in an accurate closing read / bill.
(dJ, (eJ When a customer notifies us of intent to initiate service, a connect
read- only request is created, sent to the field, and read by the field
employee which results in an accurate start read / bill.
(David L. Taylor will sponsor this response at hearing.
P AC-05-l/PacifiCorp
April 11 2005
IPUC Staff Production Request 47
IPUC Staff Production Request 47
The Company stated recently that meters are typically left on between occupants
unless usage is above a threshold amount at the next billing date. (aJ What is that
threshold amount? (b J How was the threshold established?
Response to IPUC Staff Production Request 47
(a J The threshold is 400 kWh.
(b J This 400 kWh represents the average labor / vehicle costs to the company to
disconnect service.
(David L. Taylor will sponsor this response at hearing.
P AC-05-l/PacifiCorp
April 11 , 2005
IPUC Staff Production Request 48
IPUC Staff Production Request 48
Does the Company take additional steps, other than the information included in
the Consumer Information brochure and the Company Voices publication, to
make customers aware of how to receive protection from disconnection during the
winter months and how to sign up for the Winter Payment Plan? If other steps are
taken to target those customers who might benefit from Winter Disconnection
Protection or the Winter Payment Plan, please provide detailed information such
as mailing dates and a copy of the brochure or pamphlet that is mailed at specific
time frames.
Response to IPUC Staff Production Request 48
(a J Yes, the Company takes additional steps to make customers aware of how to
receive protection from disconnection during the winter months and how to
sign up for the Winter Payment Plan. An additional step taken by the
Company is to provide refresher training to our Customer Service
Representatives (CSRs) annually regarding the Winter Payment Plan. The
CSRs then inform customers who call of the needed information. In addition
the Company works closely with LIEAP agencies to educate the agencies with
regarding to the availability of the Winter Payment Plan.
(bJ Please see Attachment IPUC 48 for a sample of the information provided to
our CSRs regarding the Winter Payment Plan for education to our customers.
(David L. Taylor will sponsor this response at hearing.
IDAHO
PAC-O5-
GENERAL RATE CASE
ACIFICORP
IPUC STAFF PRODUCTION
DATA REQUEST
ATTACHMENT IPUC
HOT TOPIC 11-17-04: IDAHO WINTER PAYMENT PLAN
Why the Idaho Winter Payment Plan?
This plan is intended to help Idaho residential customer make a monthly
payment during the winter moratorium.
Who is eligible for this plan?
All Idaho residential customers who are eligible for the moratorium are
eligible for this plan.
What is the duration of the plan?
The plan can start on November 1st and would last until March 31st. The
customer must pay the monthly installment to stay on the plan.
Remember the plan is only offered to moratorium eligible Idaho
residential customers.
What happens once the plan is over?
The customer will be required to pay the account balance in full.
When a customer calls to declare that they are eligible for the moratorium:
The customer must meet one of the criteria below for the moratorium
- Child 18 or under
- Elderly 62 or older
- Infirm
The CSE needs to set up the customer on the moratorium profile in CSS
by starting on the JCSQ screen, navigating to the JLGL screen and
inputting MOR for the Profile Code. Then create another profile with one
of the following reason codes CHL, ELD or HND on the JLGL screen.
The CSE next needs to explain to the customer that they are eligible for
the Idaho Winter Payment Plan which will last until March 31st
What is the customer s monthly payment amount that they re required to pay to stay
on the plan?
The plan is equal to '/2 the amount that the customer would need to pay
to be on a 12 month ETP plan which is V2 EPP amount + V2 of the monthly
installment amount. This is found in CSS by going from the JCSQ screen
to the JLEB screen in CSS.
The plan will be created for only the number of months between the
current day and March 31 , 2005. For example, if the current date is
December 5, 2004, the plan will be created for a total of four months
(December, January, February and March).
Inform the customer that the last installment of the plan will include a
balloon ' installment for the remainder of the account balance.
For assistance with calculating this plan, contact the Collection Center
Help Desk at extension 4050.
P AC-05-l/PacifiCorp
April 11 2005
IPUC Staff Production Request 49
IPUC Staff Production Request 49
One of the forms recently provided to Staff by PacifiCorp was identified as the
Winter Moratorium Door Hanger. (aJ At what point in the collection process is
this form hung on the customer s door? (b J Is this form used in any other
circumstances, such as being mailed with final disconnect notices? (c J If so
please explain.
Response to IPUC Staff Production Request 49
(aJ The Winter Moratorium Door Hanger is hung on the customer s door at
the time of the disconnect visit during the Winter Moratorium season.
The availability of the Winter Moratorium is also noted of the
Company s past due notices.
(b J, (c J This form is not used in any other circumstance.
(David L. Taylor will sponsor this response at hearing.