HomeMy WebLinkAbout20070821PAC to Staff 36-55.pdf~ ~~~,
~OUNT AIN 201 South Main, Suite 2300
Salt lake City. Utah 84111
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August 20 2007
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Scott Woodbury
Deputy Attorney General
Idaho Public Utilities Commission
472 W Washington
Boise, ID 83702-5983
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Neil Price
Deputy Attorney General
Idaho Public Utilities Commission
472 W Washington
Boise, ID 83702-5983
RE:PAC-07-
IPUC Production Data Request 36-
Please find enclosed Rocky Mountain Power s Response to IPUC Production Requests
36 - 55.
If you have any questions, please feel free to call me at (801) 220-4975.
&:-
lIP
Brian Dickman, Manager
Regulation
Enclosures
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 36
IPUC Production Data Request 36
On page 3 , lines 13-15 of Carole A. Rockney s direct testimony, she states "
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.
Response to IPUC Production Data Request 36
Rocky Mountain Power uses two collection agencies to collect unpaid debt on
closed accounts. The two collection agencies are Bonneville Collections and
Express Recovery.
Total collected $88 287.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 37
IPUC Production Data Request 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?
Response to IPUC Production Data Request 37
Prior to assigning an account to a collection agency, Rocky Mountain Power will
send the customer a closing bill. The closing bill is sent as soon as a closing read
is available for billing after the closing date. The closing bill is sent to the most
recent mailing address that is currently available on record in the billing system.
The customer is given a due date, which all remaining balances including closing
charges are to be paid. The closing bill contains a message that advises the
customer that failure to pay the balances by the due date may result in further
collection actions. If the balance remains unpaid by the due date, the account
enters the inactive collection process. After ten business days, the account is sent
through an automated customer match program that will search for any other
active accounts either for the customer or for the co-customer in our billing
system. If the customer or co-customer does not have any other active accounts
and there continues to be an unpaid debt, then the account is assigned to a
collection agency.
The automated customer match program will conduct a search through the
existing customer database. The program will search for like names, social
security numbers, and dates of birth. If a match is found through this search, the
account is reviewed by an employee to validate. If validated, the unpaid balance
is transferred to the active account and a letter is sent to notify the customer.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 38
IPUC Production Data Request 38
Please provide copies of all relevant tariff provisions associated with connection
and reconnection of service in Oregon, Washington, California, Utah, and
Wyoming.
Response to IPUC Production Data Request 38
Please refer to Attachment IPUC Production 38 for relevant tariff provisions
associated with connection and reconnection of service in Oregon (Rule pages
1 and 5 and Rule 11-, page 7), Washington (Rule 11 Sheet No. M.1), California
(Rule Sheet Nos. 2723-E and 2726-E), Utah (Sheet No.1 0.9) and Wyoming
(Rule 3, Sheet No. R3-1.).
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
IDAHO
P AC-O7-
ROCKY MOUNTAIN POWER
IPUC PRODUCTION DATA REQUESTS 36-
ATTACHMENT IPUC PRODUCTION 38
PACIFIC POWER & LIGHT COMPANY
GENERAL RULES AND REGULATIONS
DISCONTINUANCE OF SERVICE FOR NONPAYMENT
OREGON
RULE 11
Page 1
Discontinuance of Service for Nonpayment
Upon a Consumer s failure to pay, when due, all bills rendered for regulated services provided by the
Company, or failure to comply with any of Company s rules and regulations, Company may, in addition to all
other rights and remedies at law or in equity, cancel or tenninate the contract under which service Is being
supplied or discontinue the furnishing of service, with or without cancellation or termination of such contract;
provided Company will provide Consumer notification as follows:
Residential Service Consumer
1 . Company shall provide a Past Due Notice (PDN) which shall be either mailed or delivered to
the residential Consumer at least fifteen days prior to the proposed termination of
Consumer's service. Delivery of a PDN shall be deemed effective if it is delivered in person
or mailed to Consumer and Consumer s designated representative.
Company shall also attempt in good faith to contact Consumer by mail or In person and
present a second PDN to the Consumer or an adult at the residence at least five business
days prior to termination of service and again immediately before tennlnation of service. If
personal contact is attempted but not made, the PDN shall be deemed effective if left in a
conspicuous place at the residence.
The employee making personal contact with the Consumer and all PONs shall inform the
Consumer of all appropriate rights and options established by order of Commission
including:
Time Payment Agreement (TPA): Under this agreement the Consumer may choose one of
the following options:
Option 1 - Consumer pays a down payment equal to the average annual bill including the
account balance, divided by 12, and a like payment each month for 11 months thereafter.
The TPA may be reviewed and amended by Company as needed, in response to changing
prices or variations In the amount of service used by Consumer.
If a Consumer changes their service address during the period thIs TPA option is in effect
the Company shall recalculate the Consumers monthly payment, provided that payments
are then current and the Consumer pays other tariff charges associated with the change in
residence. The recalculated payment shall reflect the balance of the account at the previous
service address and the average annual bill at the new service address for the months
remaining on the original TPA.
Option 2 - Consumer pays a down payment equal to one-twelfth the amount of the account
balance, includIng any bill under preparation but not yet presented to Consumer, and enters
into an Installment payment plan to bring the account into balance within a maximum of 11
months from the date of the TPA.
(continued)
Issued:
Effective:
January 16, 2002
With service rendered on and after
January 18, 2002
C. OR No. 35
First Revision of Sheet No. M-
Canceling Original Sheet No. M-
Issued By
D. Douglas Larson, Vice President, Regulation
TF1 M-Advice No. 02-002
- Oregon
PACIFIC POWER & LIGHT COMPANY
GENERAL RULES AND REGULATIONS
DISCONTINUANCE OF SERVICE FOR OTHER CAUSES
OREGON
RULE 11
Page 5
Charges for Collection Activity
Reconnection Charge
Whenever service has been discontinued by Company because of any default by the
Consumer, as provided in these rules, a charge to cover the cost of reconnection
may be collected by Company before service is restored. See Schedule No. 300.
Field Visit Charge
The Company may assess the Consumer the Field Visit Charge shown on Schedule
300 whenever the Company visits a residential service address intending to
reconnect or disconnect service, but due to the Consumer's action the Company is
unable to complete the reconnection or disconnection at the time of the visit. If
payment is collected at the service address. the Company employee accepting
payment will not dispense change for payment tendered in excess of the amount due
or owning. Any excess payment shall be credited to the Consumer's account.
Tampering/Unauthorized Reconnection Charge
Where damage to Companys facilities has occurred due to tampering or where
reconnection of service has been made by other than Company Personnel a
Tampering / Unauthorized reconnection charge may be collected as specified in
Schedule No. 300. This charge is not a waiver by Company of the rights to recover
losses due to tampering. In addition to the above mentioned charge, person
receiving service shall be liable for any damage to Company property.
Collection Charges
Subsequent to the termination or suspension of service and following the due and
payable period of the Customer s closing bill, the Customer will be responsible for
any reasonable costs associated with the collection of unpaid accounts, induding but
not limited to: court costs, attorney s fees and/or reasonable collectIon agency fees.
Issued:
Effective:
TF1 M-
March 7, 2007
With service rendered on and after
April 11 , 2007
C. OR No. 35
Fourth Revision of Sheet No. M-
Canceling Third Revision of Sheet No. M-
Issued By
Andrea L. Kelly, Vice President, Regulation
Advice No. 07-007
PACIFIC POWER & LIGHT COMPANY
GENERAL RULES AND REGULATIONS
WORK PERFORMED AT CUSTOMER'S REQUEST
OREGON
RULE 11..
Page 7
Work Performed at Consumers Request
Service Connection Charge
For Applicant requesting service connection during normal business hours, no charge will be
imposed. For other than normal office hours a charge may be collected as described in
Schedule No. 300.
Trouble Call Charge
A charge may be collected whenever a Consumer requests a trouble cal! and service failure is
found to be in Consumer's facilities. See Schedule No. 300.
Other Work at Consumer s Request
The Company may collect a charge specified in Schedule 300 when it periorms work at the
Consumer's request
Issued:
Effective:
January 16, 2002
With service rendered on and after
January 18, 2002
C. OR No. 35
First Revision of Sheet No. M-
Canceling Original Sheet No. M-
TF1 M-
Issued By
D. Douglas Larson, Vice President. Regulation
Advice No. 02-002
. '
WN U-74 Second Revis~on of Shee~ No. M.
Canceling First Rev~sion of Sheet No. M.
PACIFIC POWER & LIGHT COMPANY
Issued
Issued by
11,
FOR COMMISSION' 5 RECEIPT STAMP
GENERAL RULES AND REGULATIONS
DISCONTINUANCE OF SERVICE FOR NONPAYMENT: Upon a customer
failure to pay, when due, all bills rendered, or failure to
comply with any of Company rules and regulations, Company
may, in addition to all other rights and remedies at law or in
equity, cancel or terminate the contract under which service is
being supplied or discontinue the furnishing of service, withor without cancellation or termination of such contract;
provided, however, that except in case of danger to life or
property, fraudulent use, lmpa~rment of service, or violation of
law Company will:
(a)Provide the customer with written notice of disconnection.
Delivered notice. The Company must deliver a second notice
to the service premises and attach it to the customerprimary door, The notice must state a scheduled
disconnection date that is not earlier than 5: 00 p.m. of
the second business day after the date of delivery; or
Mailed notice. The Company must mail a second notice which
must include a scheduled disconnection date that is not
earlier than 5: 00 p.m. of the third business day after the
date of mailing, if mailed from within the states of
Washington, Oregon, or Idaho; or the sixth business day,
if mailed from outside the states of Washington, Oregon,
and Idaho; or a new disconnect notice will be provided in
the event Company does not disconnect service within ten
(10) working days following the first day on whichdisconnection may be effected, unless other mutually
acceptable arrangements have been made; and
(b)Attempt in good faith to contact customer by mail or in
person to present a final notice to the customer or an
adult at the residence at least five (5) business days
prior to disconnection of service, or make two attempts by
telephone to advise the customer of the pendingdisconnection and the reasons therefore, and again
immediately before termination of service.
(c)Residential service shall not be discontinued because of
nonpayment of bills for other classes of service.
(Continued)
October 19, 2004
PACIFIC POWER & LIGHT COMPANY
D. Douglas Larson
Effective November 19, 2004
Title Vice President, Regulation
Advice No. 04-09TF2 M.
Form F
Washington
Canceling
Revised
Revised
...
Cal.Sheet No. 2723-E
Cal.Sheet No. 1550-E
Pacific Power & Light Company
Portland, Oregon
RULE NO.
DISCONTINUANCE 1\ND RESTORATION OF SERVICE
DISCONTINUANCE OF SERVICE FOR NONPAYMENT
Upon a Customer failure to pay, when due, all bills rendered forservices provided by the Company, or failure to comply with any ofCompanyrules and regulations, the Company may, in addition to allother rights and remedies at law or in equity, cancel or terminate the
contract under which service is being supplied or discontinue thefurnishing of service.
Advice Letter No.
Decision No.
TF6 Rll-l. E
Residential Customers:
The Company shall provide a minimum of 19 days wi thin which to pay
a monthly bill, and a minimum of 15 days notice before termination
can occur. When a bill for electric service has become past due
and a 15 day discontinuance of service notice for nonpayment of
bill has been issued, service may be discontinued if payment is not
received by the due date of the notice provided. When the past due
balance on a 15 day notice is unpaid, the Company will issue a
notice of termination for nonpayment 5 days prior to terminatingservice.
If a Customer makes a payment subsequent to the issuance of a 15
days notice of disconnection, whether payment is made to prevent a
service discontinuance or to reactivate a previously discontinued
service, and the Customer' 5 financial institution fails to honor
said payment, the account shall be deemed unpaid. The Company willattempt to notify the Customer of the payment failure. The
Customer shall have one business day to correct the failure. If a
valid payment is not received, service to the Customer may be
discontinued without further notice after the due date of thepreviously issued 5 day notice.
Nonresidential Customers:
The Company shall provide a minimum of 19 days within which to pay
a monthly bill, and a minimum of 5 days notice before termination
can occur. When a bill for electric service has become past due
and a 5 day discontinuance of service notice for nonpayment of bill
has been issued, service may be discontinued if payment is not
received by the due date of the notice provided.
PAYMENT ARRANGEMENTSA residential Customer who does not owe an outstanding balance on a
defaulted payment arrangement shall be considered eligible for payment
arrangements, provided they contact the Company prior to the termination
of service. The Customer shall be permitted to pay installments on the
unpaid balance along with accrued monthly charges over a reasonable
period of time, not to exceed 12 months.
337-E
(Continued)
Issued by
Andrea L. Kelly Date Filed December 21, 2006
(D) 06-12-011
(D) 06-12-036
Name
VP, Regulation January 1, 2007Effecti ve
Title
Resolution No.
California
Pacific Power & Light Company
Portland, Oregon Canceling
Revised
Revised
Cal.Sheet No. 2726-E
Cal.Sheet No. l586-E,l587-E
Advice Letter No.
Decision No.
TF6 Rll-4 - E
RULE NO. 11 (Continued)
DISCONTINUANCE AND RESTORATION OF SERVICE
CHARGES FOR COLLECTION ACTIVITY
Reconnection ChargeA reconnection charge as specified in Schedule No, 300 may be
assessed by the Company before restoring service that has been
disconnected for nonpayment of bills, fraud or failure to comply
wi th tariff schedules of the Company.
Fie2d Visit Charge
The Company may assess the Customer the Field Visit Charge shown on
Schedule 300 when payment is collected at the service address or
when the employee, without receiving payment, does not disconnect
at the Customer s request. The employee accepting payment for a
delinquent account at the service address will not dispense change
for payment tendered in excess of the amount due or owing. Any
excess payment shall be credited to the Customer s account.
Tampering/Unauthorized Reconnection ChargeWhere damage to the Company facilities has occurred due to
tampering or where reconnect ion of service has been made by otherthan Company personnel, a Tampering/Unauthorized Reconnection
Charge may be collected as specified in Schedule No. 300. This
charge is not a waiver by the Company of the rights to recover
losses due to tampering. In addition to the above mentioned
charge, the person (s) receiving service shall be liable for any
damage to Company property.
DISPUTE OF DISCONNECTION
Any Customer may appeal a decision resulting from a complaint or request
for investigation made to the Company to the Consumer Affairs Branch,
California Public Utili ties Commission.
In lieu of paying the disputed past due amount, the Customer should
wri te to the Commission Consumer Affairs Branch to file aninformal complaint. It is the responsibility of the Customer to
timely inform the Commission to avoid discontinuance of service.
Wi thin ten business days,
of its findings.
the Commission will advise both parties
Service will not be discontinued for nonpayment of the disputed
bill until the Commission s review is completed.
If the Customer is not satisfied with the proposed resolution by
the Commission, he may file within ten business days after the date
of the Commission reply, a formal complaint using a form supplied
by the Consumer Affairs Branch of the Commission.
337-E
(Continued)
Issued by
Andrea L. Kelly Date Filed December 21 , 2006
(D) 06-12-011
(D) 06-12-036
Name
VP, Regulation January 1, 2007Effective
Title
Resolution No.
~l~oUNTA'N
U. No. 47 Original Sheet No. tOR.9
ELECTRIC SERVICE REGULATION NO. to - Continued
TAMPERINGIUNAUTHORIZED RECONNECTION CHARGE - APPLICABLE
ALL CUSTOMERS
Where Company s facilities have been tampered with or where reconnection of service has
been made by other than Company Personnel a Tampering Unauthorized Reconnection
Charge may be collected as specified in Schedule No. 300. This charge is not a waiver of the
Company s right to recover revenue losses due to tampering and cost of restoration given in
Electric Service Regulation 7, Section 3(b).
RECONNECTION OF SERVICE - APPLICABLE TO ALL CUSTOMERS
If service to the Customer is terminated under the provisions of Section I or 2 above, the
Customer shall payor agree under the terms of a defelTed payment agreement, if applicable, to
pay the Company the reconnection charge as specified in Schedule 300 before service is re-
established
The right to discontinue service for any of the reasons and under the conditions stated in
Section I or 2 above may be exercised whenever and as often as such reasons may occur, and
neither delay nor omission on the part of the Company to enforce these rules at anyone
more times shall be deemed a waiver of its right to enforce the same at any time, so long as the
reason continues. The Company has the right to employ or pursue all legal methods to ensure
collections of obligations due it.
The Company will restore service only when all of the following conditions are met:
(a)The cause of the discontinuance has been removed if that cause was for any reason
other than for the nonpayment of proper charges when due.
(b)The Customer bas paid all proper charges which are due, including the reconnection
charge, except that residential Customers, if qualified, may meet this requirement:
(continued)
Issued by authority of Report and Order of the Public Service Commission of Utah in Docket No. 06-035-
FILED: December 7, 2006 EFFECTIVE: December 11 2006
Utah
ROCKY MOUNTAIN POWER
Original Sheet No. R3~
C. Wyoming No.
Electric Service Agreements
Rule 3
Application For Service
Application
The application is a request for service and does not bind the Company to serve
unless and until, a written application is accepted by the Company. The
Company may require the Applicant to pay a security deposit before accepting
the Applicant as a Customer, Where service is taken without Company
authorization , the Company may disconnect service without notice.
Contracts
Under special conditions, the Company may require a written contract. This
contract is not binding until signed by an authorized representative of the
Company. Signed contracts benefit and bind the successors of the Customer
and the Company.
Joint Application
If two or more Entities jointly apply for service, they are equally responsible. The
Company will issue only one bill.
Change of Occupancy
The Customer must notify the Company before the date of the change of
occupancy. The outgoing Customer is responsible for all service supplied at the
location until the Company receives notice of the change. The incoming
Customer must make application, qualify as a Customer and agree to assume
responsibility for the service billing, including minimums, from that date forward.
Off~Hours Connect or Disconnect
If an Entity requires connection or disconnection of service after Normal
Business Hours, the Company may collect a charge as specified in Schedule
300. The Company will advise the Entity of the charge before providing the
service. The Company will not charge for service connections or disconnections
during Normal Business Hours.
(continued)
Issued by
O. Douglas Larson, Vice President, Regulation
Issued: May 15,2006
R3-
Effective: With service rendered
on and after July 1 , 2006
Wyoming Dkt. No. 20000-230-ER-
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 39
IPUC Production Data Request 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.
Response to IPUC Production Data Request 39
The cost to connect during regular office hours is approximately $20 and the cost
to connect after hours is approximately $200. Please refer to lines eleven and
thirteen on the analysis provided as Attachment IPUC Production 39.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
IDAHO
P AC-O7-
ROCKY MOUNTAIN POWER
IPUC PRODUCTION DATA REQUESTS 36-
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PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 40
IPUc Production Data Request 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.
Response to IPUc Production Data Request 40
Currently the cost of the disconnection visit is included in the reconnection
charge. Excluding the cost of the disconnection visit, the cost to reconnect
service is the same as shown in the company s response to IPUC Production Data
Request 39.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request
IPUc Production Data Request
Is there any technical or skill-based reason for having journeyman lineman
connect or reconnect service after-hours? Please explain.
Response to IPUc Production Data Request 41
Yes. Journeyman linemen are the only resource available with the necessary
training and expertise to perform three phase service and pole work.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 42
IPUc Production Data Request
How many service connections were performed during regular office hours in the
2006 calendar year.
Response to IPUc Production Data Request 42
In Idaho , approximately 1,420 service connections were performed during regular
office hours in 2006.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 43
IPUc Production Data Request 43
Why does the Company not charge customers for connections performed during
regular office hours?
Response to IPUc Production Data Request 43
Assessing a fee for connections performed during regular office hours is not
something Rocky Mountain Power has explored in Idaho. However, Rocky
Mountain Power could investigate this if stakeholders believe a fee for
connections during regular office hours should be assessed. Rocky Mountain
Power currently assesses a $10 account service charge in Utah for all new
customers.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 44
IPUc Production Data Request
Of the 115 reconnections performed after normal office hours in 2006, how many
took place between the hours of 6 pm and 7 pm?
Response to IPUc Production Data Request 44
Twelve reconnections occurred between the hours of 6:00 and 7:00 p.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 45
IPUc Production Data Request
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?
Response to IPUc Production Data Request 45
The time the customer satisfies all requirements for reconnection of service is
used for the purpose of assessing charges for connection and reconnection of
servIce.
(Carole A. Rockney prepared this response, is the recordholder, and is expected to
sponsor this response at hearing. Please contact Brian Dickman at 801-220-4975
to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20 , 2007
IPUC Production Data Request 46
IPUc Production Data Request 46
Please provide the Company s performance objectives for handling incoming
calls.
Response to IPUc Production Data Request 46
The company s customer service commitments include a standard for answering
the telephone. That standard is to answer 80 percent of all telephone calls to the
company s Customer Service Centers within 30 seconds.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 47
IPUc Production Data Request 47
What steps does the Company take if it fails to meet its performance objectives?
Response to IPUc Production Data Request 47
The company is committed to achieving its customer service commitments. The
company actively manages staffing within its Customer Service Centers to
achieve the commitment. The company staffs the centers based on historical and
anticipated call volumes and maintains a pager call out program to bring in
additional resources as needed to satisfy the commitment.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 48
IPUc Production Data Request
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).
Response to IPUC Production Data Request 48
Volume in Thousands
Incoming Calls
Month Handled Abandoned Calls
Jan-462
Feb-361
Mar-398
Apr-348
May-384
Jun-388
Jul-401
Aug-420
Sep-388
Oct-396
Nov-353
Dec-388
Jan-436
Feb-389
Mar-415
Apr-356
May-393
Jun-399
Jul-439
Aug-463
Sep-387
Oct-403
Nov-383
Dec-473
Jan-446
Feb-452
Mar-414
Apr-375
May-372
Jun-387
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 49
IPUc Production Data Request 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.
Response to IPUc Production Data Request 49
Please see the table provided in response to IPUC Production Data Request 48.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 50
IPUc Production Data Request 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 s incoming telephone system and when the call is
picked up by a customer service representative.
Response to IPUc Production Data Request 50
In Seconds Percent of calls answered within
30 seconds
Average Speed of
Month Answer Averaae Handle Time Teleohone Service level
Jan-308 79%
Feb-306 80%
Mar-303 75%
Apr-311 81%
May-307 81%
Jun-310 79%
Jul-302 80%
Aua-322 77%
Sep-315 80%
Oct-315 78%
Nov-312 85%
Dec-306 83%
Jan-314 79%
Feb-306 83%
Mar-306 77%
Apr-309 81%
Mav-307 81%
Jun-307 80%
Jul-305 80%
Au~-323 80%
Sep-326 79%
Oct-321 81%
Nov-315 80%
Dec-303 79%
Jan-315 79%
Feb-306 82%
Mar-311 81%
Apr-319 82%
May-321 83%
Jun-320 83%
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
PAC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 51
IPUc Production Data Request
Please provide the service level for the customer service call center by month for
each of the 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.
Response to IPUc Production Data Request 51
Please see the table provided in response to IPUC Production Data Request 50.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 52
IPUc Production Data Request 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).
Response to IPUC Production Data Request 52
The requested infonnation is not reasonably available. The company has
developed courtesy messages to be used in the event that call handling capacity is
reached during significant events. These messages were developed to severely
limit the opportunity for a customer to receive a busy signal.
(Michelle Follette prepared this response and is the recordholder. It has not been
detennined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20 , 2007
IPUC Production Data Request 53
IPUc Production Data Request
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.
Response to IPUc Production Data Request 53
Performance by month is not available. The company s average response time for
e-mail transactions is within 24 hours of receipt. Usually, the company s customer
service staff is able to directly address customers' concerns. If it is necessary to
gather additional information to answer the customer s e-mail, the customer
is informed that the company has received their request and the company is
working on their request.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC-07-05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 54
IPUc Production Data Request
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 s issue(s).
Response to IPUc Production Data Request 54
Please see table provided in response to IPUC _Production Data Request 50.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.
P AC- E-07 -05/Rocky Mountain Power
August 20, 2007
IPUC Production Data Request 55
IPUc Production Data Request
Please provide the first call resolution rate by month for each of the 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.
Response to IPUc Production Data Request
The company is not currently measuring first call resolution.
(Michelle Follette prepared this response and is the recordholder. It has not been
determined who will sponsor this response at hearing. Please contact Brian
Dickman at 801-220-4975 to discuss this response.