20081202PAC to Staff 1-12.pdf

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November 26, 2008
Scott Woodbur
Deputy Attorney General
Idaho Public Utilties Commission
472 W Washigton
Boise, ID 83702-5983
RECEIVED
2008 NOV 28 AM 9: 21
IDAHO' nu, '!',';1 it'.... ... . í' . ~,~. ;.. !i-'r"
UTILITIES COMMISS
RE: PAC-E-08-07
IPUC_Production Data Request (1-12)
201 South Main, Suite 2300
Salt Lake City, Uth 84111
Please find enclosed Rocky Mountain Power's Responses to IPUC_Production Data Request
Numbers 1-12. Provided on the enclosed CD are Attachments IPUC Production 9 and 11.
If you have any questions, please feel free to call me at [phone].
Sincerely,
1~~~~/~
Ted Weston, Manager
Reguation
Enclosures
P AC-E-08-07 /Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 1~
IPUC Production Data Request 1
Please provide the actual monthly service levels for your Customer Service Call
Centers beginning with July 2007 through July 2008.
Response to IPUC Production Data Request 1
July 2007
August 2007
September 2007
October 2007
November
December 2007
January 2008
February 2008
March 2008
April 2008
May 2008
June 2008
July 2008
84.8%
82.1%
81.9%
82.9%
84.9%
84.8%
84.1%
85.3%
84.6%
84.2%
85.5%
84.9%
85.7%
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
..
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 2
IPUC Production Data Request 2
Please list the customer service fuctions that are available by telephone through
an Interactive Voice Response Unit (IVRU). These could include the ability to
make payment arrangements, place a disconnect request, or find out the amount of
the balance due on an account.
Response to IPUC Production Data Request 2
The following IVRU customer service fuctions are available:
Account balance information
Notification of customer outage and outage updates
Account payment
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 3
IPUC Production Data Request 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.
Response to IPUC Production Data Request 3
When dialing the toll free customer service number, customers are provided a
menu of options to route their call to the application or customer service
representative best suited to address their needs. Some options, such as account
balance, are routed directly to an automated application providing the desired
information. From the call menu, customers can retur to the main menu by
pressing the "#" key, and then route to an agent by pressing the "0" key.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
PAC-E-08-07/Rocky Mountain Power
November 26,2008
IPUC Production Data Request 4
IPUC Production Data Request 4
If a 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.
Response to IPUC Production Data Request 4
When dialing the toll free customer service number, customers are provided a
menu of options to route their call to the application or customer service
representative best suited to address their needs. After identifying themselves as a
residential, business, or Spanish-speaking caller, customers are provided a menu
with the first option routing callers with power outage, dangerous condition, street
light or other power problems. A follow-up menu offers the following options
with the handling being determined by the customer selection.
. Report a power outage or receive an outage update - these calls are first
routed to an automated IVR system.
. Report a downed line or other dangerous conditions - these calls are routed
directly to the first available agent. The agent wil gather any required
information and work directly with the Company's dispatch centers to address
the situation.
. Report a street light outage - these calls are routed to an agent who wil gather
the required data and issue a work request to the applicable field office for
prioritization and dispatching.
. Report any other power problems - these calls are routed to an agent who wil
gather the required data and issue a work request to the applicable field office
for prioritization and dispatching.
. Repeat menu offerings.
. Return to main menu.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who will sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 5
IPUC Production Data Request 5
Please provide the total number of monthly e-mails received by the Customer
Service Centers beginning with July of 2007 through July of2008. Also include
the average response time to e-mails in each of those months.
Response to IPUC Production Data Request 5
July 2007 1,530
August 2007 1,663
September 2007 1,691
October 2007 1,733November 1,510
December 2007 1,434
January 2008 1,709
February 2008 1,531
March 2008 1,707April 2008 1,605May 2008 1,544
June 2008 1,433
July 2008 1,742
Average response time for each of the months is 24 hours or less.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearng. Please contact Ted Weston at 801-220-2963 to discuss this response.)
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 6
IPUC Production Data Request 6
How many call centers does PacifiCorp now operate? Are the functions 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?
Response to IPUC Production Data Request 6
PacifiCorp operates two call centers. The Wasatch Customer Collection Center,
located in West Valley City, Utah, operates under limited hours Monday through
Saturday. The Wasatch Customer Collection Center is the primar point of
contact for business customers, collection and irrigation calls. The Portland
Customer Contact Center, located in Portland, Oregon, is the primary contact
center operating on a 24 hour-a-day, seven-day-a-week basis. The Portland
Customer Contact Center is the primar contact for all other customer contacts.
Both centers handle outage calls as well as support each other should call volumes
warrant additional resources for the calls each center primarily handles.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
P AC-E-08-07 IRocky Mountain Power
November 26, 2008
IPUC Production Data Request 7
IPUC Production Data Request 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?
Response to IPUC Production Data Request 7
The Wasatch Customer Collection Center has 99.5 full time equivalent agents.
The Portland Customer Contact Center has 166.0 full time equivalent agents.
The average number of calls handled by each representative per day is 40 calls
(based on actual agent-handled call volume for October, divided by number of
days in the month, divided by the planned FTE levels shown above).
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who will sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
P AC-E-08-07 /Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 8
IPUC Production Data Request 8
In 2005, PacifiCorp reported that Web biling 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?
Response to IPUC Production Data Request 8
As of October 2008, over 241,000 customers, approximately 14% of the customer
base, use online payment programs.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 9
IPUC Production Data Request 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.
Response to IPUC Production Data Request 9
The process followed is different for new premises (new construction) than for an
existing premise. Customers are assigned to sites (premises). Premises have
specific usage needs (such as residential or general service) based on the intended
use of the site. As part of establishing a new premise, a field operations employee
works with the customer to identify the usage requirements necessary for the site.
The requirements help formulate the specific use of the site. The use determines
the applicable rate schedule.
F or an existing premise, a customer contacting the Company regarding taking
service is asked to provide basic information to establish the account. The
existing rate schedule curently in use for that site (e.g. commercial, residential,
or agricultural) wil be retained and assumed correct unless the customer provides
information during the discussion which raises questions about the
appropriateness of the existing rate schedule. For example, if a customer requests
to tae possession of a residential home and indicates they are John Smith "LLC,"
it may indicate the property could have been converted from residential to office
use. Another example would be a customer indicating they understand the
Company offers a time of use program and they either do, or do not want to
participate.
In addition, all new customers receive a "welcome aboard" packet which includes
price information including various pricing options, and other information useful
to new customers. Please refer to Attachment IPUC Production 9 for the Idaho
packet.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
IDAHO
PAC-E-08-07
2008 GENERAL RATE CASE
ROCKY MOUNTAIN POWER
IPUC_PRODUCTION DATA REQUEST (1-12)
ATTACHMENT IPUC PRODUCTION 9
ON THE ENCLOSED CD
Ia Contes
How to Reach Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2
Customer Service Guarantees. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3
Our Guarantees
Automatic payments
How to make a claím
Some exemptíons
Consumer Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5
Your ríghts and responsíbíltíes
Deposíts
Bílíng
Dísconnectíon notices
Movíng
Complaínts and dísputes
Price Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8
How to ReadYour Meter . . . . . . . . . . . . . . . . . . . . . . . . . . . . II
How to ReadYour Electric Bil . . . . . . . . . . . . . . . . . . . . . . . 12
Energy EffciencyTips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Heatíng
Coolíng
Applíances
If the Lights Go Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
What you can do
What we do
Key causes of power outages
Safety Basics. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Payment and Biling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Customer and Community Services . . . . . . . . . . . . . . . . . 18
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'.
PAC-E-08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 10
IPUC Production Data Request 10
How does PacifiCorp monitor customer usage to ensure that the assigned rate
schedule continues to be appropriate?
Response to IPUC Production Data Request 10
PacifiCorp evaluates a customer's rate schedule when a change in service
requirements is requested or when other customer-initiated inquiries are received.
In addition, the Company's customer account managers perform anual reviews
of commercial and industrial customers and work with them to assure they are on
the appropriate rate schedules.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
P AC-E-08-07 /Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 11
IPUC Production Data Request 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.
Response to IPUC Production Data Request 11
Please refer to Attachment IPUC _Production 11 for information pulled from the
Company's Lotus Notes Database.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing. Please contact Ted Weston at 801-220-2963 to discuss this response.)
,.
IDAHO
PAC-E-08-07
2008 GENERAL RATE CASE
ROCKY MOUNTAIN POWER
IPUC_PRODUCTION DATA REQUEST (1-12)
ATTACHMENT IPUC PRODUCTION 11-
ON THE ENCLOSED CD
..
PAC-E~08-07/Rocky Mountain Power
November 26, 2008
IPUC Production Data Request 12
.,
IPUC Production Data Request 12
Have any of the required UCRR documents been revised since July of 20077 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 ofIntent
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).
Response to IPUC Production Data Request 12
Rocky Mountain Power has not revised any of the UCRR documents since July
2007.
(This response was prepared under the direction of Tony Worthington who is also
the recordholder. It has not been determined who wil sponsor this response at
hearing, Please contact Ted Weston at 801-220-2963 to discuss this response.)