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Home My WebLink About20100723Staff 112-141 to PAC.pdfSCOTT WOODBURY DEPUTY ATTORNEY GENERAL IDAHO PUBLIC UTILITIES COMMISSION PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0320 ISB NO. 1895 RECEI zorû JUl23 AM to: 40 ìl)j0~i=i() UTILITIES 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 83702-5918 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-E-10-07 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, Scott Woodbury, Deputy Attorney General, requests that PacifiCorp dba Rocky Mountain Power (Company; Rocky Mountain) provide the following documents and information on or before FRIDAY, AUGUST 13,2010. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 1 JULY 23,2010 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. Please provide answers to each question, supporting workpapers that provide detail or are the source of information used in calculations. 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 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. In addition to the written copies provided as response to the questions, please provide all Excel and electronic fies on CD with formulas activated. Call Center Telephone Statistics REQUEST NO. 112: Please provide the curent service level goal for your Customer Service Call Centers. (i.e. 80% of calls answered within 30 seconds). If your service level goal has changed since 2005, provide dates when it changed and what change was made. REQUEST NO. 113: Please provide the actual monthly service levels for your Customer Service Call Centers for the calendar years 2007 through 2009. REQUEST NO. 114: Please provide the total number of incoming telephone calls handled by month by the Customer Service Call Centers for the calendar years 2007 through .2009. For each month provide a breakdown by the following categories: a) IVR handled calls; b) Customer Service Representative (CSR) handled calls; and c) abandoned calls. REQUEST NO. 115: Please provide by month the average call handle times per Customer Service Representative (CSR) in the Rocky Mountain Power (RMP) call centers for the calendar years 2007 through 2009. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 2 JULY 23,2010 REQUEST NO. 116: Please provide by month the average length oftime in minutes and seconds that customers placing calls to your call center were placed on hold during calendar years 2007 through 2009. REQUEST NO. 117: As of December 2009, how many Idaho RMP customers were signed up to receive their bils online? REQUEST NO. 118: At the end of calendar years 2005 through 2009, provide the total number ofCSR FTEs (Full Time Employees). Identify how many of those positions were vacant at the end of each year. Provide the same information for part-time employees. REQUEST NO. 119: By month, for calendar years 2007 through 2009, please provide the total number of customers who accessed RMP's IVR system and subsequently elected to speak with a CSR. REQUEST NO. 120: By month, for calendar years 2005 through 2009, please provide the number of emails received by the Customer Service Call Centers. Re-biling REQUEST NO. 121: Please provide in detail the methodology used for re-calculating a customer's bil when it is discovered a customer was inaccurately biled due to a meter malfunction or failure, metering. equipment was incorrectly installed or programmed, or bils were inaccurately prepared. REQUEST NO. 122: In situations when a customer is re-biled due to any of the situations listed in Production Request No. 121, please provide RMP's protocol to inform the customer of the re-billing. Please include copies of letters sent in advance of or with the biling to the customer, or copies of scripted telephone calls to the customers made by a RMP employee. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 3 JULY 23,2010 REQUEST NO. 123: Prior to preparing the re-biled statement, does RMP allow the customer to offer input into his or her unique personal electric usage habits during the time in which the meter was registering incorrectly? Please explain. Landlord Program REQUEST NO. 124: Please describe in detail the program offered by RMP wherein property owners or managers assume responsibility for payment of bils during periods of time when property is vacant, but service remains connected. Please provide all forms and letters associated with the program, including whether the correspondence is manually or automatically generated. Please provide the step by step process for how a property owner or manager "signs up" for the program and any scripted information or written contractual agreements that are used by customer service personnel at the time of enrollment. Please provide pages from training manuals or online CSR "help" desk pages regarding the program. Time of Use Meters (Schedule 36) REQUEST NO. 125: How are new customers made aware ofRMP's Schedule 36 metering? REQUEST NO. 126: At year end in 2007 through 2009, how many customers in Idaho were being biled under Schedule 36? REQUEST NO. 127: How does an existing residential customer who is not on Schedule 36 become a Schedule 36 customer? Meter Reading Questions REQUEST NO. 128: Does the Company routinely physically disconnect service after a customer requests closure of an account or disconnection of service? If so, in Idaho in 2009, what were the average and maximum intervals between receipt of the customers' requests and the actual disconnections of service? Please provide this information by rate class. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 4 JULY 23,2010 REQUEST NO. 129: In 2009 how many customer-requested account closures were performed in Idaho? Please provide this information by rate class. REQUEST NO. 130: Of the total number of customer-requested account closures in 2009 in Idaho, how many of those were performed in-between regular biling cycle meter- reading dates, and how many were performed on regularly scheduled meter reading dates? Please provide this information by rate class. REQUEST NO. 131: Regarding final bils prepared outside of the regular biling cycle in 2009, please provide how many of the readings entered on the bils were determined by: (a) a computer estimate; (b) a manual estimate; (c) an actual reading by a company employee; or, (d) a customer-provided reading. Please provide this information by rate class. REQUEST NO. 132: For those customer-requested account closures in 2009, what percentage were completed: a) within 3 calendar days; b) within 4-5 calendar days; or c) took longer than 5 calendar days? Please provide this information by rate class. REQUEST NO. 133: When meters are left on between occupants, is a reading always taen again when a tenant moves in? If not, please explain how the Company determines whether to read the meter. REQUEST NO. 134: In situations when a meter is not physically disconnected between occupants, does the ending meter reading date given on the bil for the deparing customer correspond to the actual date the meter was read? If not,please explain. REQUEST NO. 135: In situations when a meter is not physically disconnected between occupants, does the beginning meter reading date given on the bil for the new customer correspond to the actual date the meter was read following the customer' s request to initiate service? If not, please explain. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 5 JULY 23,2010 REQUEST NO. 136: In situations when meters are left on between tenants, and no customer has signed up for service, who pays for the energy usage when electric service is not being biled to a customer? REQUEST NO. 137: In situations when meters are left on between tenants, does the Company have a threshold for electric usage so that when that threshold is reached, service is physically disconnected? If so, what is the threshold? And if so, in 2009 in Idaho, how many times was the threshold reached? Is the threshold the same for all rate classes? If not, please provide the thresholds for each rate class. REQUEST NO. 138: In Idaho in 2009 how many meter readings were taken in between regularly scheduled meter reading dates where service. was not physically disconnected between occupants? REQUEST NO. 139: In Idaho in 2009, how many meter readings were taken in between regularly scheduled meter reading dates where service was physically disconnected between occupants? REQUEST NO. 140: When RMP establishes a meter reading schedule for its regular biling cycles, does it always read the meter on the established days? If not, explain why and how often in Idaho in 2009 the Company failed to read meters as scheduled? Please provide this information by rate class. REQUEST NO. 141: As a result ofleaving meters on between occupants, how many kilowatt hours in Idaho went unbiled in 2009? Please provide this information by rate class. THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 6 JULY 23,2010 DATED at Boise, Idaho, thisol ~day of July 2010. Sco oodbur Deputy Attorney General Technical Staff: Marilyn Parker/III-141 i:umisc:prodreq/paceIO.7sw prod req3 THIRD PRODUCTION REQUEST TO ROCKY MOUNTAIN POWER 7 JULY 23, 2010 CERTIFICATE OF SERVICE I HEREBY CERTIFY THAT I HAVE THIS 23RD OF JULY 2010, SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE COMMISSION STAFF TO PACIFICORP DBA ROCKY MOUNTAIN POWER, IN CASE NO. PAC-E-I0-07, BY MAILING A COPY THEREOF, POSTAGE PREPAID, TO THE FOLLOWING: TED WESTON ID REGULATORY AFFAIRS MANAGER ROCKY MOUNTAIN POWER 201 S MAIN ST STE 2300 SALT LAKE CITY UT 84111 E-MAIL: ted.weston(ipacificorp.com E-MAIL: ONLY MARK C MOENCH DANIEL E SOLANDER ROCKY MOUNTAIN POWER E-MAIL: mark.moenchtipacificorp.com daniel. solandertipacificorp. com RANDALL C BUDGE RACINE OLSON NYE ET AL PO BOX 1391 , POCATELLO ID 83204-1391 E-MAIL: rcb(iracinelaw.net E-MAIL: ONLY JAMES R SMITH MONSANTO COMPANY j im.r. smithtimonsanto .com ANTHONY Y ANKEL 29814 LAKE ROAD BAY VILLAGE OH 44140 E-MAIL: tonytiyanel.net PAUL J HICKEY HICKEY & EVANS LLP 1800 CAREY AVE., SUITE 700 PO BOX 467 CHEYENNE WY 82003 E-MAIL: phickeytihickeyevans.com E-MAIL: ONLY DATA REQUEST RESPONSE CENTER PACIFICORP E-MAIL: datareguest(ipacificorp.com KATIE IVERSON BRUBAKER & ASSOCIATES 17244 W CORDOVA CT SURPRISE AZ 85387 E-MAIL: kiversonticonsultbai.com ERICLOLSEN RACINE OLSON NYE ET AL PO BOX 1391 POCATELLO ID 83204-1391 E-MAIL: elotiracinelaw.net MICHAEL C CREAMER KELSEY J NUNEZ GIVENS PURSLEY LLP PO BOX 2720 BOISE ID 83701-2720 E-MAIL: mcctigivenspursley.com kelseynuneztigi venspursley .com CERTIFICATE OF SERVICE TIM BULLER JASON HARRS AGRIUMINC 3010 CONDA RD SODA SPRINGS ID 83276 E-MAIL: tbullertiagrium.com j aharistiagrium. com BENJAMIN J OTTO IDAHO CONSERVATION LEAGUE 710 N 6TH STREET POBOX 844 BOISE ID 83702 E-MAIL: bottotiidahoconservation.org MELINDA J DA VISON DAVISON VAN CLEVE, P.C. 333 SW TAYLOR, SUITE 400 PORTLAND, OR 97204 E-MAIL: mjdtidvclaw.com RONALD L WILLIAMS WILLIAMS BRADBURY, P.C. 1015 W HAYS STREET BOISE ID 83702 E-MAIL: rontiwillamsbradbury.com BRADMPURDY ATTORNEY AT LAW 2019 N 17TH STREET BOISE ID 83702 E-MAIL: bmpurdytihotmail.com ~SECRETAR CERTIFICATE OF SERVICE