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Home My WebLink About20070727Staff to PAC 36-55.pdfSCOTT WOODBURY DEPUTY ATTORNEY GENERAL IDAHO PUBLIC UTILITIES COMMISSION PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0320 ISB NO. 1895 ZUGCiJUi rJi!Q:5b jl)A~~I() I ~U\jL\C UTiLITIES CO1Ai',lHSSIO;, NEIL PRICE DEPUTY ATTORNEY GENERAL IDAHO PUBLIC UTILITIES COMMISSION PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0314 ISB NO. 6864 Street Address for Express Mail: 472 W. WASHINGTON BOISE, IDAHO 83702-5983 Attorneys for the Commission Staff BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION IN THE MATTER OF THE APPLICATION OF PACIFICORP DBA ROCKY MOUNTAIN POWER FOR APPROVAL OF CHANGES TO ITS ELECTRIC SERVICE SCHEDULES. CASE NO. PAC-07- THIRD PRODUCTION REQUEST OF THE COMMISSION STAFF TO PACIFICORP DBA ROCKY MOUNTAIN POWER The Staff of the Idaho Public Utilities Commission, by and through its attorney of record Neil Price, Deputy Attorney General, requests that PacifiCorp dba Rocky Mountain Power (Company; Rocky Mountain) provide the following documents and information on or before FRIDAY, AUGUST 17, 2007. The Company is reminded that responses pursuant to Commission Rules of Procedure must include the name and phone number of the person preparing the document, and the name, location THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER JULY 27 2007 and phone number of the record holder and if different the witness who can sponsor the answer at hearing if need be. Reference IDAPA 31.01.01.228. This Production Request is to be considered as continuing, and Rocky Mountain Power 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, and the name and telephone number of the person preparing the documents. Please identify the name, location and telephone number of the record holder. For each item, please indicate the name of the person(s) preparing the answers, along with the job title of such person(s). REQUEST NO. 36: On page 3 , lines 13-15 of Carole A. Rockney s direct testimony, she states "in 2006 the Company paid collection agencies approximately $24 000 for fees associated with the collection of unpaid debt on closed accounts in Idaho." Please identify what collection agencies the Company uses for Idaho accounts. Please identify the amount of unpaid debt recovered for the Company from Idaho customers by collection agencies in 2006. REQUEST NO. 37: Please describe what steps the Company takes to collect debt on closed accounts prior to engagement of a collection agency. What steps does the Company take to research its records to match customers with closed accounts to its database of existing customers? REQUEST NO. 38: Please provide copies of all relevant tariff provisions associated with connection and reconnection of service in Oregon, Washington, California, Utah, and Wyoming. REQUEST NO. 39: Please provide an analysis for the cost to connect service both during regular office hours and after hours. Exclude any costs associated with disconnection of service including collection visits that do not result in actual disconnection of service. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER JULY 27 , 2007 REQUEST NO. 40: Please provide an analysis for the cost to reconnect service both during regular office hours and after hours. Exclude any costs associated with disconnection of service including collection visits that do not result in actual disconnection of service. REQUEST NO. 41: Is there any technical or skill-based reason for having journeyman lineman connect or reconnect service after-hours? Please explain. REQUEST NO. 42: How many service connections were performed during regular office hours in the 2006 calendar year. REQUEST NO. 43: Why does the Company not charge customers for connections performed during regular office hours? REQUEST NO. 44: Of the 115 reconnections performed after normal office hours in 2006 how many took place between the hours of 6 pm and 7 pm? REQUEST NO. 45: For the purpose of assessing charges for connection and reconnection of service, does the Company use the time the customer requests connection or reconnection, the time the customer reaches a satisfactory payment arrangement (if applicable), the time actual connection or reconnection takes place, or something else? REQUEST NO. 46: Please provide the Company s performance objectives for handling incoming calls. REQUEST NO. 47: What steps does the Company take if it fails to meet its performance objectives? REQUEST NO. 48: Please provide the number of incoming calls handled by the customer service call center by month for each of the past three years (2005 2006 and YTD 2007). THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER JULY 27, 2007 REQUEST NO. 49: Please provide the number of abandoned calls to the customer service call center by month for each of the past three years (2005, 2006 and YTD 2007). "Abandoned calls are calls that reach the Company s incoming telephone system, but the calling party terminates the call before speaking with a customer service representative. REQUEST NO. 50: Please provide the average speed of answer for the customer service call center by month for each of the past three years (2005 , 2006 and YTD 2007). "Average speed of answer" is the interval (typically measured in seconds) between when a call reaches the Company incoming telephone system and when the call is picked up by a customer service representative. REQUEST NO. 51: Please provide the service level for the customer service call center by month for each ofthe past three years (2005, 2006 and YTD 2007). "Service level" is the percentage of calls answered within a certain number of seconds, e., 80% of calls answered within 20 seconds. REQUEST NO. 52: Please provide the average number of busy signals reached by parties calling the customer service call center by month for each of the past three years (2005, 2006 and YTD 2007). REQUEST NO. 53: Please provide the average response time for e-mail transactions by month for 2006 and YTD 2007. "Average response time" is the average number of hours from receipt of an e-mail by the Company to sending a substantive response; auto-response acknowledgements do not count as a substantive response. REQUEST NO. 54: Please provide the average handling time by month for each of the last three years (2005, 2006 and YTD 2007). "Average handling time" is the average amount of time (usually expressed in minutes) it takes for a customer service representative to talk with a customer plus any additional "off-line" time it takes to complete the transaction or fully resolve the customer issue(s). THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER JULY 27, 2007 REQUEST NO. 55: Please provide the first call resolution rate by month for each ofthe last three years (2005 , 2006 and YTD 2007). "First call resolution rate" is the percentage of calls where the transaction, inquiry or complaint is resolved upon initial contact with the Company. -+~ DATED at Boise, Idaho, this ~ day of July 2007. -rC-, I ./ i' vY- " t-- Neil Price Deputy Attorney General Technical Staff: Daniel Klein i:umisc:prodreq/paceO7.5npdk prod req3 THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER JULY 27 2007 CERTIFICATE OF SERVICE HEREBY CERTIFY THAT I HAVE THIS 27TH DAY OF JULY 2007 SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE COMMISSION STAFF TO PACIFICORP DBA ROCKY MOUNTAIN POWER, IN CASE NO. PAC-07-, BY MAILING A COpy THEREOF, POSTAGE PREPAID TO THE FOLLOWING: DEAN BROCKBANK SENIOR COUNSEL ROCKY MOUNTAIN POWER 201 S MAIN ST STE 2300 SALT LAKE CITY UT 84111 MAIL: dean.brockbank~pacificorp.com DATA REQUEST RESPONSE CENTER P ACIFICORP 825 NE MULTNOMAH STE 2000 PORTLAND OR 97232 MAIL: datarequest~pacificorp. com JAMES R SMITH MONSANTO COMPANY PO BOX 816 SODA SPRINGS ID 83276 MAIL: jim.r.smithCfYmonsanto.com ERIC L OLSEN RACINE OLSON NYE BUDGE & BAILEY PO BOX 1391 POCATELLO ID 83201-1391 MAIL: eloCfYracinelaw.net CONLEY E WARD MICHAEL C CREAMER GIVENS PURSLEY LLP PO BOX 2720 BOISE ID 83701-2720 MAIL: cewCfYgivenspursley.com BRIAN DICKMAN MANAGER, ID REGULATORY AFFAIRS ROCKY MOUNTAIN POWER 201 S MAIN ST STE 2300 SALT LAKE CITY UT 84111 MAIL: brian.dickman~pacificorp.com RANDALL C BUDGE RACINE OLSON NYE BUDGE & BAILEY PO BOX 1391 POCATELLO ID 83201-1391 MAIL: rcb~racinelaw.net MAURICE BRUBAKER KATIE IVERSON BRUBAKER & ASSOCIATES 1215 FERN RIDGE PARKWAY SUITE 208 ST LOUIS MO 63141 MAIL: mbrubakerCfYconsultbai. com ki verson~cons ultbai. com ANTHONY Y ANKEL 29814 LAKE ROAD BAY VILLAGE OH 44140 MAIL: yankel~attbi.com DENNIS E PESEAU, Ph. UTILITY RESOURCES INC 1500 LIBERTY ST SE STE 250 SALEM OR 97302 MAIL: dpeseauCfYexcite.com CERTIFICATE OF SERVICE BRAD M PURDY ATTORNEY AT LAW 2019 N 17TH STREET BOISE ID 83702 MAIL: bmpurdy~hotmai1.com TIMOTHY SHURTZ 411 S. MAIN FIRTH ID 83236 SECRETAR CERTIFICATE OF SERVICE