20081106Staff 1-12 to PAC.pdf

SCOTT WOODBURY
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
472 WEST WASHINGTON STREET
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
BARNO. 1895
RECEIVED
2081 NOV -6 PM 2=36
IDAHO PUBLIÇ ."1
UTILITIES COMMlts;;¡ON
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5983
Attorney for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF THE APPLICATION OF )
PACIFICORP DBA ROCKY MOUNTAIN )
POWER FOR APPROVAL OF CHANGES TO )
ITS ELECTRIC SERVICE SCHEDULES )
)
)
)
)
CASE NO. P AC-E-08-7
FIRST PRODUCTION
REQUEST OF THE
COMMISSION STAFF TO
PACIFICORP DBA ROCKY
MOUNTAIN POWER
The Staff of the Idaho Public Utilties Commission, by and through its attorney of record,
Scott Woodbur, Deputy Attorney General, requests that PacifiCorp dba Rocky Mountain Power
(Company; Rocky Mountain) provide the following documents and information as soon as
possible, but no later than FRIDAY, NOVEMBER 28, 2008.
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 wil augment the documents produced.
For each item, please indicate the name of the person(s) preparing the answers, along
with the job title of such person(s) and the witness who can sponsor the answer at hearing.
FIRST PRODUCTION REQUEST TO
ROCKY MOUNTAIN POWER 1 NOVEMBER 6, 2008
REQUEST NO.1: Please provide the actual monthly service levels for your Customer
Service Call Centers beginning with July 2007 through July 2008.
REQUEST NO.2: Please list the customer service fuctions that are available by
telephone through an Interactive Voice Response Unit (IVRU). These could include the abilty
to make payment arangements, place a disconnect request, or find out the amount of the balance
due on an account.
REQUEST NO.3: If a customer calls the customer service telephone number, please
describe the process for the customer to request to speak with an actual customer service
representative.
REQUEST NO.4: Ifa customer needs to call to report an emergency, such as an
outage, please describe the company's process from the customer's initial telephone call to the
time when a service person is dispatched.
REQUEST NO.5: Please provide the total number of montWy e-mails received by the
Customer Service Centers beginning with July of 2007 through July of 2008. Also include the
average response time to e-mails in each of those months.
REQUEST NO.6: How many call centers does PacifiCorp now operate? Are the
fuctions different in each of the call centers; and if so, please describe how and what fuctions
are divided among each center? Where are the call centers located?
REQUEST NO.7: How many customer service representatives are employed in each
call center and what is the average number of calls handled by each representative per day?
REQUEST NO.8: In 2005, PacifiCorp reported that Web billng paricipation was
approximately 95,000 customers (6%) of the customer base. How many customers now
paricipate in Web biling and what is the percent of your customer base?
FIRST PRODUCTION REQUEST TO
ROCKY MOUNTAIN POWER 2 NOVEMBER 6, 2008
REQUEST NO.9: Please describe the process used at the time an account is first
established to assign the customer to the appropriate rate schedule. Does this process vary
depending on whether the customer's premises is newly constructed (no previous service) or
establishing new service at an existing location? If so, please explain.
REQUEST NO. 10: How does PacifiCorp monitor customer usage to ensure that the
assigned rate schedule continues to be appropriate?
REQUEST NO. 11: Please provide the Company's written record of complaints and
requests from the year 2007, kept pursuant to Rule 403 of the Commission's Utilty Customer
Relations Rules (UCRR) IDAPA 31.21.01.403.
REQUEST NO. 12: Have any of the required UCRR documents been revised since July
of2007? If yes, what documents were revised and what was the revision? Please provide a copy
of any documents that have been revised. The documents are: 1) Deposit Receipt (Rule 109); 2)
Monthly Statement (Rule 201); 3) Written Notice of Intent to Transfer an Amount Owed (Rule
206); 4) Refusal to Serve (Rule 301); 5) Initial Notice (Rule 304); 6) Final Notice (Rule 304); 7)
Third-Pary Notification (Rule 307); 8) Medical Emergency Certificate (Rule 308); 9) Notice of
Procedure to Reconnect (Rule 311); 10) Notice Left at Premises where Residents are not the
Customer (Rule 312); and, 11) Summar of Rules for each class of service (Rule 701).
DATED at Boise Idaho, ths 671y of November 2008.
Technical Staff: Marilyn Parker
i:umisc:prodreq/pace08.7swmp prod req I
FIRST PRODUCTION REQUEST TO
ROCKY MOUNTAIN POWER 3 NOVEMBER 6, 2008
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 6TH DA Y OF NOVEMBER 2008,
SERVED THE FOREGOING FIRST PRODUCTION REQUEST OF THE
COMMISSION STAFF TO PACIFICORP DBA ROCKY MOUNTAIN POWER, IN
CASE NO. PAC-E-08-07, BY MAILING A COPY THEREOF, POSTAGE PREPAID,
TO THE FOLLOWING:
TED WESTON
MGR, ID REGULATORY AFFAIRS
ROCKY MOUNTAIN POWER
201 S MAIN ST STE 2300
SALT LAKE CITY UT 84111
E-MAIL: ted.westonc!pacificorp.com
DATA REQUEST RESPONSE CENTER
PACIFICORP
825 NE MUL TNOMAH STE 2000
PORTLAND OR 97232
E-MAIL: datarequestc!pacificorp.com
KATIE IVERSON
BRUBAKER & ASSOCIATES
17244 W CORDOVA COURT
SURPRISE AZ 85387
E-MAIL: kiverson(fconsultbaLcom
ERICL OLSEN
RACINE OLSON NYE BUDGE & BAILEY
201 ECENTER
PO BOX 1391
POCATELLO ID 83204
E-MAIL: elo(fracinelaw.net
BRAD MPURDY
ATTORNEY AT LAW
2019N 17TH STREET
BOISE ID 83702
E-MAIL: bmpurdyc!hotmai1.com
DANIEL SOLANDER
SENIOR COUNSEL
ROCKY MOUNTAIN POWER
201 S MAIN ST STE 2300
SALT LAKE CITY UT 84111
E-MAIL: daniel.solanderc!pacificorp.com
RANDALL C BUDGE
RACINE OLSON NYE BUDGE & BAILEY
201 ECENTER
PO BOX 1391
POCATELLO ID 83204
E-MAIL: rcb(fracinelaw.net
JAMES R SMITH
MONSANTO COMPANY
E-MAIL: jim.r.smith(fmonsanto.com
ELECTRONIC COPIES ONLY
ANTHONY Y ANKEL
29814 LAKE ROAD
BAY VILLAGE OH 44140
E-MAIL: tony(fyankel.net
CONLEY E WARD
MICHAEL C CREAMER
GIVENS PURSLEY LLP
601 WBANNOCK ST
PO BOX 2720
BOISE ID 83701-2720
E-MAIL: cewc!givenspursley.com
CERTIFICATE OF SERVICE
DENNIS E PESEAU PhD
UTILITY RESOURCES INC
1500 LIBERTY ST SE
SUITE 250
SALEM OR 97302
E-MAIL: dpeseau(fexcite.com
~F-SECRETARY
CERTIFICATE OF SERVICE