20100813PAC to Staff 112-141.pdf

1 _ 1
~ROCKY MOUNTAINPORA DlON OF PAFl
RECS.
201 South Main. Suite 2300
Salt Lake City. Uth 84111
'lij\ß ~UG \3 M'\ 9~ 26
Augut 12, 2010
Scott Woodbur
Idaho Public Utilties Commission
472 W. Washigton
Boise, ID 83702-5918
Neil Price
Idaho Public Utilities Commssion
472 W. Washigton
Boise, ID 83702-5918
RE: ID P AC-E-1 0-07
IPUC Data Requests (112-141)
Please fid enclosed Rocky Mounta Power's responses to IPUC Data Requests 112-141.
If you have any questions, please feel fr to call me at [phone].
Sincerely,
Te. ~ I c.
J. Ted Weston
Manager, Regulation
Enclosure:
C.c. Rady Budge/Monsanto
Jean JewelllPUC
Eric Olsen/IPA
Ben Oto/ICL
"
PAC-E-1O-07/Rocky Mountan Power
August 12, 2010
IPUC Production Data Request 112
IPUC Production Data Request 112
Please provide the curent serice level goal for your Customer Service Call
Centers. (i.e. 80% of cals answered withn 30 seconds). If your servce level
goal has changed since 2005, provide dates when it changed and what chage was
made.
Response to IPUC Production Data Request 112
Servce level goal is 80% of calls answered in 30 seconds.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
P AC-E-l 0-07/Rocky Mountain Power
August 12, 2010
IPUC Production Data Request 113
IPUC Produdion Data Request 113
Please provide the actu monthy service levels for your Customer Service Call
Centers for the calendar years 2007 though 2009.
Response to IPUC Produdion Data Request 113
2007 2008 2009
Service Service Service
Month Level Level Level
Januarv 79%84%87%
February 82%85%86%
March 81%85%81%
Aori 82%84%81%
Mav 83%85%81%
June 83%85%81%
Julv 85%86%81%
AU2ust 82%85%81%
Seotember 82%85%81%
Odober 83%85%80%
November 85%86%81%
December 85%87%81%
Total 83%85%82%
Recordholder:
Sponsr:
Arc Muhstein
To Be Determned
P AC-E-l 0-07/Rocky Mountan Power
August 12, 2010
IPUC Production Data Request 114
IPUc Production Data Request 114
Please provide the total number of incoming telephone calls handled by month by
the Customer Serice Call Centers for the calenda years 2007 though 2009. For
each month provide a breakdown by the followig categories: a) IVR handled
calls; b) Customer Service Representative (CSR) handled calls; and c) abandoned
calls.
Response to IPUc Production Data Request 114
In mid-Z008 new IVRs were implemented which enabled IVR reporting.
2007IVR 2008IVR 2009IVR
Handled Handled Handled
Month Calls Calls Calls
January 49,965
February 44,966
March 40,788
April 34,686
May 36,996
June 36,413 44,109
Juiy 48,457 50,969
AU2Ust 49,242 51,286
September 44,055 43,967
October 44,499 39,793
November 40,573 37,454
December 56,322 58,915
2007 2009
Agent 2008 Agent Agent
Handled Handled Handled
Month Calls Calls Calls
January 283,657 306,448 288,740
Februarv 266,424 262,545 260,936
March 265,151 257,362 275,681
Aoril 242,905 247,631 259,355
Mav 241,479 232,479 239,785
June 244,577 237,042 260,647
Julv 261,763 252,020 264,758
AU2Ust 282,527 261,534 260,500
Seotember 252,007 267,265 261,611
October 285,610 293,453 278,953
November 237,102 223,892 239,672
December 243,027 262,017 261,576
P AC-E-I0-07/Rocky Mounta Power
August 12, 2010
IPUC Production Data Request 114
2007 Caller 2008 Caller 2009 Caller
Abandoned Abandoned Abandoned
(disconnected)(disconnected)(disconnected)
Month FromIVR FromlVR FromIVR
January 48,193
February 43,342
March 39,622
Apri 33,976
May 36,098
June 34,497 37,065
July 45,962 47,970
Aupst 46,854 46,303
September 42,127 15,788
October 42,259 37,828
November 39,504 35,737
December 53,438 54,752
2007 Caller 2008 Caller 2009 Caller
Abandoned Abandoned Abandoned
in Agent in Agent in Agent
Month Queue Queue Queue
January 7,485 7,322 5,130
February 9,243 4,438 4,561
March 5,929 4,193 6,215
Apnl 5,280 3,883 6,073
May 4,776 4,655 6,074
June 5,119 4,362 6,211
Julv 5,724 4,472 7,184
AU2Ust 6,008 5,682 6,415
September 6,756 4,873 5,376
October 5,601 4,772 5,651
November 4,041 4,384 5,104
December 6,237 5,459 6,021
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
P AG.E-1 0-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 115
IPUC Production Data Request 115
Please provide by month the average call handle times per Customer Service
Representative (CSR) in the Rocky Mounta Power (R) call centers for the
calendar years 2007 though 2009.
Response to IPUC Production Data Request 115
Handle times are in seconds.
2007 2008 2009
Agent Agent Agent
Average Average Average
Handle Handle Handle
Month Time Time Time
January 315 302 316
February 306 306 309
March 311 304 310
April 319 311 304
May 321 308 303
June 320 304 296
July 304 298 292
Au~st 311 309 299
September 304 316 297
October 304 321 296
November 307 309 294
December 299 299 279
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
P AC-E-1 0-07/Rocky Mountain Power
August 12,2010
IPUC Production Data Request 116
IPUc Production Data Request 116
Please provide by month the average length of time in minutes and seconds tht
customers placing calls to your call center were placed on hold durng calenda
year 2007 though 2009.
Response to IPUC Production Data Request 116
Agent average hold times are not calculated or measured. Any agent hold times
would be included in the average cal hadle times.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
P AC-E-1 0-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 117
IPUC Production Data Request 117
As of December 2009, how many Idao RMP customers were signed up to
receive their bils online?
Response to IPUc Production Data Request 117
The customer biling system is not designed to pull data for a specific date or date
range, and can only provide the number of Idaho customers curently receiving
bils online as of the curent date. There are 8,171 residential and non-residential
Idaho customers receiving bils online as of July 29,2010.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
t
P AC-E-1 0-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 118
IPUc Production Data Request 118
At the end of calenda year 2005 though 2009, provide the tota number of CSR
FTEs (Full Time Employees). Identify how many of those positions were vacant
at the end of each year. Provide the same inormation for par-time employees.
Response to IPUc Production Data Request 118
Below is the number of CSR employees as of the end of each year, 2005
though 2009, both actua and budgeted. As the Company hies and trains CSRs
in larger blocks, actus var up and down from the budget.
REQUEST
NO. 118
Full-Par-
Time time
2009 Actu 251 32
Budget 259 33
2008 Actu 264 33
Budget 257 35
2007 Actu 252 34
Budget 267 45
2006 Actu 271 39
Budtiet 271 49
2005 Actul 283 50
Budtiet 263 48
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
P AC-E-1 0-07/Rocky Mountain Power
August 12,2010
IPUC Production Data Request 119
IPUC Production Data Request 119
By month, for calenda year 2007 though 2009, please provide the total number
of customers who accessed RMP's NR system and subsequently elected to speak
withaCSR.
Response to IPUc Production Data Request 119
20071V 2001V
20071V 20081V 20091V Callers Chose 20081V Callers Chose
Calls Calls Calls to Xfrto Callers Chose toXfrto
Month Offered Offered Offered Month A2ent to Xfr to A2ent A2ent
Januarv 81,142 99,627 95,709 January 8,376
February 85,086 73,284 86,613 Februarv 8,005
March 75,059 70,992 83,547 March 9,512
Aoril 63,033 63,953 74,557 Aoril 9,025
May 58,775 71,323 75,791 Mav 8,717
June 64,112 76,118 88,007 June 5,687 7,419
July 79,148 93,910 100,119 Julv 6,458 9,108
AU2ust 78,547 94,733 97,142 AU2ust 6,569 9,219
September 70,587 83,874 88,282 Seotember 6,895 8,779
October 80,876 86,481 84,970 October 7,041 9,586
November 68,798 77,133 75,920 November 6,102 8,787
December 80,067 105,554 106,098 December 7,118 10,104
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
PAC-E-IO-07/Rocky Mounta Power
Augus 12,2010
¡PUC Production Data Request 120
IPUC Production Data Request 120
By month, for calenda years 2005 though 2009, please provide the number of
emails received by the Customer Service Call Centers.
Response to IPUc Production Data Request 120
Recordholder: Arc Muhstein
Sponsor: To Be Determined
eMails
1344
1080
1023
1382
1200
1151
1126
1276
1166
1103
808
570
PAC-E-10-07/Rocky Mountain Power
August 12, 2010
IPUC Production Data Request 121
IPUC Production Data Request 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
programed, or bils were inaccurately pr~pared.
Response to IPUc Production Data Request 121
If a meter fails to correctly register the energy used, the meter was incorrectly
installed or programmed or the bil was not correctly calculated, the amount of
usage wil be determined by calculating the percent of the unbiled use based
upon the installation or meter program error or the incorrect billng calculation. If
the calculation error or meter error cannot be determined the usage wil be
estimated based on historical biling data.
Recordholder:
Sponsor:
Arie Muhlstein .
To Be Determined
P AC-E-1 0-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 122
IPUc Production Data Request 122
In situtions when a customer is re-biled due to any of the situtions listed in
Production Request No. 121, please provide RM's protocol to inform the
customer of the re-biling. 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.
Response to IPUc Production Data Request 122
When biling adjustments are made to customer accounts the customer is provided
notification on their next reguar bil. The adjustments section on the bil will
include the month of the adjustment, reason for adjustment, service dates and
amount. Customer service agents are requied to document the adjustment detals
to the customer account as well, in the event the customer contacts us to discuss
the adjustment. For complex biling adjustments such as corrections due to
crossed meters, adjustments greater tha $10,000, adjustments for manged
accounts or adjustments associated to guantee requests, the customer is notified
of the adjustment diectly either by phone or by mail using our biling adjustment
letters.
Samples of letters:
Guaantee adjustment - debit
Guaantee adjustment - credit
Crossed meter - debit
Crossed meter -credit
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P AC-E-1O-07/Rocky Mounta Power
Augut 12, 2010
IPUC Production Data Request 123
IPUC Production Data Request 123
Prior to preparng the re-biled statement, does RM allow the customer to offer
input into his or her unque personal electrc usage habits durng the time in which
the meter was registerig incorrectly? Please explain.
Response to IPUc Production Data Request 123
Please refer to the Company's response to IPUC Data Request 121. Rocky
Mountan Power considers the customer's unque electrc usage habits based on
their biling history when calculating the biling adjustment. If the customer
contats the Company afer the adjustment ha been made to offer additional
input, fuer review and adjustments may be applied to the account at that time.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
P AC-E-1 0-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
IPUC Production Data Request 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.
Response to IPUC Production Data Request 124
The Landlord Interim Biling Agreement is available to Rocky Mountain Power property
owners and managers. The agreement ensures the continuance of electric service between
tenants for rental properties. Paricipating landlords have the choice to authorize Rocky
Mountain Power to disconnect the electric service if the tenant account becomes past due
or to continue the service and place the service in the landlord name.
Sign up process:
Step 1 - Landlord requests Interim Biling Agreement form
The interim biling agreement form will be provided to landlords who request the form
via a phone call, letter or emaiL. This work is handled by agents at our call centers.
Sending the form is a manual process handled though our outbound correspondence
process. The form is also available for landlords to downoad and print directly from the
Rocky Mountain Power website in the section called Landlord Information & Programs.
Step 2 - Landlord fills out the Interim Biling Agreement form
The landlord provides the following information:
. Account number
. Name, mailng address and phone number
. Propert manager name and phone number (if applies)
. List of property addresses to be included for interim biling
. Yes/No authorization to disconnect the service if the tenant payments become past
due.
o Yes - provides authorization for Rocky Mountain Power to disconnect the service
and the service remains off until either the tenant has paid the required
reconnection amount or the landlord has requested a reconnection and assumes
responsibility for the electric service.
o No - provides authorization for Rocky Mountain Power to activate the landlord
agreement and place service into landlord name. The landlord assumes
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
responsibility for the future electric service bilings even if the tenant stil
occupies the property.
. Authorization for property manager to discuss the account with Rocky Mountain
Power and/or to make changes to the account
. Biling instructions to either provide separate bils for each property or a master bil
which displays were property as a separate line item.
Step 3 - Landlord submits completed Interim Biling Agreement form
After the landlord has filled out the form and signed, the form can be mailed to Rocky
Mountain Power or faxed.
Note: At this time the form canot be submitted via the website.
Step 4 - Landlord Agreement is established
Agents in customer service will establish the landlord agreement within our customer
service system.
Step 5 - Landlord Agreement activated
When the tenant notifies Rocky Mountain Power that they are moving out of a site with
an active landlord agreement the landlord agreement is automatically activated and the
service transferred to the responsibility of the landlord.
Letter samples:
Notification of transfer of service letter
Cover letter - new requests
Interim Biling Agreement form
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
Landlord notification of transfer of service
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\\ lo foard to aiui to iien"e ymi.
Siu,
I
Paramii iJoci6 IJ aJ 1-88-22j-2611 paa haia con tm rBpI't1en en espal
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
Cover letter sent with Interim Biling Agreement form
~!A\l~~P. So 1530
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.Aioimt#
I:
ThanK you for contactng us to request a Landi ord AgreeentF orm . Establishing a Lan dl ord Agreeent will
Slveyou time and malemanaging your rental properes eaier.
Here's how it worKS. When your tenant applies for elecic service at your rental ,propert. we transfer
responsibilt fo the acount from your name to theirs.. Then, when the tenant moves out, we transfer the
resonsibiltforthe bill back into your name auomatically.
We also offer a program called Lant.. This program helps us work toget.er efciently to handle tenant
serice requets when they move in and out of your rental units. You may choose to sign up for the online or
faxopti on of La t. in ad to your Landlord Agreeent The program is qui-ek an d eay, helping to
eliminate the confuion that often surrounds tenant move-in dates. With t. Li, you always know who's
responsible for the elecic service, and you can count on accuate opening and closing elecic bills. For more
informaton abut our t. t. program, pleae visit our Web site at ! II.
If the Ladlord Agreeent option soun cis like a good fifor your proper, pleae complete and relrn the
enclose applicaon either by toU-free fa, 1-88-2851,. or mail ¡tto:
Its a pleaure to sere you.
Sinceely,
Par má¥FljÓl' ll all-888-125-2dllJH habÙI con fU røU8ta Ø1 upol.
P AC-E-1 0-07/Rocky Mountain Power
August 13,2010
¡PUC Production Data Request 124
Interim Biling Agreement Form
Landlord Agreement
(Page "I of 2)
By sig this ageeent, i understand that I am responsIble for paying the electc bil (for the propemes lisd on
ih ai she) Whver ih bIll is not in anoter cuomets name. Generally, this will be the interim peiiod
be ih ocancy oUenants;however, this may include time whn the propert Is occupIed by tie tenant but
lhyhavefaileto eshserv will . Thefore, i acclresponsIbìIt for ensuiing the reners ofmy Pfoppulh bil into th name on dates speiedbeee myself and my tenants.
"Me ih blgisin my name, i understand that i wIff be coIdeed a cuomer wi regards to rules and
reg estnshby iñ ut. i undend that fallure to pay tie eledc bill may resultin terminatiooof thIsagee
Wh the biDing is in the name of the tenant, this landlord a.greement becmes inadive. i have tie right to make
Chan an re Inoratin for my own acnt; however, I wiD not be able to make changes to my teants'aa wiou lñir pn cosent
Plase re iñ foBWi tw stmets an plac your Initals by your Pfeferredopn. Then, please sIgn iñfor, bew.
I YES I By initaling
Yes, I autore to disconnectie elecc services) if payments becme past
due. i agee that I wIff not hold tie company liable for any damag Incurred should the company nee
- to dicotiue power duiing iñ course of routne colledons. The company will not noti me of thediscome. Th copany wil reconnec lñpowe aftr (A) the tenant has provided suitle
paymt of any past due bIllings and relate charge and has reques arennedin, or (8) I have
request a recon.1f I have reque tie recnnedn, the landlord agreent bemes
"adie" an i wilasume tie role of a cutomer. The tenant's unaid charges do not apply to me but Iwill be rens1b1e for futre bililng.
c:NO By Inialing No, i do not autoiiz.. e Iii i iFl to dIsconec the elecc service(s) for my tenant(s) Ifpaymnts bece past due. On ih date and time the servce would have been disconnec, the- landord ageemet bes "ace" and the elctc service wil be place Into my name. The
tenant's unpai charges do not apply to me. However, regardless of occpancy i will continue to be
responsible for futre bIllngs even if tle tenant stiff occpIes th propert. The electci wil remain In
my name oo iñ tenant has provided suitble payment of any past duebillngs and relate charges
and requd a recnnedn.
ladlord Agreement Account Number:
(Noe: !fyou do not have an existiac numbe, pleae complean AppltionforService em oorWebsite,
,orcalus tcil-fee anytime at 1-38-221-7070.)OWs Nam: Owets Name:Sie: Siue:Dat: Date:
PñaryPhone': L-l Pnmary Phone': L-lProp Manag Nam: Phone it L-l
ai auorize the prop manageanagem en compny listed abe to di.sas my accou wr
a I au orize the propemanagemangeen company 1isted abve to makectngto my Ilccountwi
a for ffltp1e promes, i would like separate bllls for eadproprt.
a for multle Pfop, l woUld like a maste bill, wlch shows each propert as a separate llneitm.
PAC-E-10-07/Rocky Mountain Power
August 13,2010
¡PUC Production Data Request 124
landlord Agreement
(Page 2 of 2)
Ladlord Agreemnt Accout Numbe
(NOl.OUdo notbaveanex accounnu,pIeasecomlee anAppicabon forSeice on OUT Web
.. , oicaustolfree anytiatl-8SS-221-7070.)
Add Ai Cit Sta
(J I woul lik to inlude oth addrtlfl,. which will be lis on an atthe shøe
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
Landlord Agreements, Sending Application Form in GT -x (AN)
Filenamel Quality Manual Ref No.: 7.5.1.1
Document Ref.
i
Version No. Version 1.0
Date of Creation 07/1/06
Sumar Procedure for sending the landlord interim biling authorization letter though GTX.
Author(s)Kathy Raey
Last Reviewed 7/25/06
Date & Reviewer Fahym Acuay
Purpose
This procedure describes how CSEs process requests through GT-X to send landlord interim
biling agreement forms when a new account or customer needs to be created in the system.
Scope
This procedure includes steps describing how CSEs process requests to mail or fax landlord
interim biling agreement forms through GT-X when a new account or customer needs to be
created in the system.
Training Assumptions
These procedures do not cover areas that employees are assumed to have received training in or
be familiar with. These assumptions are:
. Customer Services Introductory Training
Definitions
Word Definition
Landlord Interim Biling Agreement Form Authorization form for Landlords who wish for the power
to stay in service and automatically revert into their name
between tenants.
References
. None
Responsibilities
Job Title Responsibilities
CSE . Receive request from existing or new customer
requesting the landlord interim billing agreement
form.
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
. Determine if the caller is an existing customer or
new customer
. Create customer
. Submit request for form
Revision History
Performance Reports
. None
Policy
. None
About Landlord Agreements, Sending Application Form
Overview
This procedure describes how CSEs process requests from callers for the landlord interim biling
application form through GT-X when a new account or customer needs to be created in the
system.
Background
Prior to CSS Release 6.4 (implemented July 14, 2006), agents were required to use a manual
work around when processing requests for the Landlord Interim Biling Agreement form through
GT-X where a new account or customer needed to be created in the system. The manual process
required agents to create the customer account through the G T - X connect process then exit out of
the process using the escape fuction prior to associating any services to the account. The agent
would then manually print, fill out and deliver the manual template form to customer. If the
customer's account was already established the agent was able to successfully complete this task
using the GT -X outbound correspondence process. The manual process caused various system
issues with contact history and other processes so a new process was established.
This new enhanced process wil allow agents to create a customer account and mail the required
form through GT-X, however if the caller needs to connect any specific sites or services to their
account the regular connect process will need to be completed. This procedure does not include
the process for the landlord agreement set up or maintenance fuctionalities which must stil be
completed in CSS on the JCUL and JCLL screens.
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
Process Flowchart
Reaunt
LandlordIntrtm Billing
Agreement
Form
T
S..rçbfor
iltø and
customer
l
51l1&r or
çgatøçuitomtr-
l
Submit
request for
form
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
Customer Requests Landlord Interim Biling Agreement Form
1. From the GT-X common screen select Landlord Application from the Activity
List window,
Search for site and customer
1. Complete a search for the location the caller is requesting to establish the
landlord agreement at,
2, Complete a search for the customer that is requesting the application,
Select or Create Customer Account
After viewing the potential customers matched on the customer. selection screen you will
need to either select an existing customer account or create a new account by selecting
the Create Person activity from the activity list.
1. Select the type of account, Choices are residential or non-residentiaL.
2. If the account already exists, a pop-up screen will display asking "Will this
customer account be for the same customer and co-customer?", Click Yes or
No radio button as directed by the customer,
3, If the account already exists, a second pop-up screen will display asking "Do
you want your charges for this address to appear on the same statement?"
Click Yes or No as directed by the customer, Complete all applicable fields on
the form,
4, Edit or add the customer's information and contacts to create the new
account,
Submit Request for Form
When the Outbound Correspondence screen displays the customer information and LA
form wil be pre-selected.
1. Ask the customer how they would like the form sent and click on the
appropriate radio button,
2. Input your first name in the Agent First Name field,
3, Click Ok
4, Input the recipient's name
5. Input today's date in the Requested On date field,
PAC-E-10-07/Rocky Mountain Power
August 13,2010
IPUC Production Data Request 124
6, Click OK,
7, Confirm information by reviewing details on the Confirm Landlord Agreement,
then click OK.
Recordholder:
Sponsor:
Aric Muhlstein
To Be Determined
P AC-E-1 0-07/Rocky Mountain Power
August 12, 2010
IPUC Production Data Request 125
¡PUC Production Data Request 125
How are new customers made aware ofRM's Schedule 36 meterig?
Response to IPUc Production Data Request 125
New Idaho residential customers are sent a Welcome Aboard kit when a new
customer numbe has been created within the past 30 days in the customer biling
system. Rate schedule 36 inormation is also presente on the company's website
under residential, rates and reguations, and a consumer pricing insert is
distrbuted anualy to all Idao customers.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
PAC-E-10-07/Rocky Mounta Power
August 12, 2010
IPUC Production Data Request 126
IPUC Production Data Request 126
At year end in 2007 though 2009, how many customers in Idaho were being
biled under Schedule 36?
Response to IPUc Production Data Request 126
There were 16,485, 16,723 and 15,158 customers in Idao biled under Schedule
36 at year end in 2007 through 2009 respectively.
Recordholder:
Sponsor:
James Zhag
Wiliam R. Grffth
..
P AC-E-1 0-07/Rocky Mounta Power
August 12,2010
IPUC Production Data Request 127
IPUC Production Data Request 127
How does an existing residential customer who is not on Schedule 36 become a
Schedule 36 customer?
Response to IPUC Production Data Request 127
An existing residential customer who is interested in becomin a Schedule 36
customer need only contact the company's customer services toll free numbe
1-888-221-7070 and request a rate schedule change in order to activate the time of
use serce. In some cases, a meter exchage may be required in order to
complete the customer's requested rate change.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
P AC-E-1 0-07/Rocky Mountain Power
August 12,2010
IPUC Production Data Request 128
IPUc Production Data Request 128
Does the Company routinely physically disconnect service afer 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 ths
inormation by rate class,
Response to IPUC Production Data Request 128
The Company does not routinely physically disconnect service afer a customer
requests closure of an account. The Company does disconnect servce for non-
payment, and if there is no customer response with five days the account is
closed.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
PAC-E-1O-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 129
IPUC Production Data Request 129
In 2009 how many customer-requested account closures were performed in
Idaho? Please provide ths information by rate class.
Response to IPUc Production Data Request 129
Revenue Class Grd
Commercial Industral Irrgation Residential Total
934 30 347 11,390 12,701
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
PAC-E-10-07/Rocky Mounta Power
August 12, 2010
IPUC Production Data Request 130
IPUC Production Data Request 130
Of the tota number of customer-requested account closures in 2009 in Idao, how
many of those were performed in-between regular biling cycle meter-reading
dates, and how many were performed on reguarly scheduled meter reading dates?
Please provide this information by rate class.
Response to IPUc Production Data Request 130
On Cycle
Revenue Class
Grand
Source Commercial Industral Irrgation Residential Total
Itron 256 7 44 1,122 1,429
Off Cycle
Revenue Class
Source Commercial Industral Irrgation Residential Grand Tota
Customer Provide Read 49 49
Field Rep 92 15 840 947
Interval Data 2 2
Irrgation closed durg off
season 190 190
Itron Administrtor Read 1 1 2
invoice 1 1
Adjustment 10 216 226
Landlord closed while
inactive 209 209
Meter Reader - Manual 238 6 29 4,049 4,322
Offce Estimate 54 2 11 645 712
System Estimate 283 13 58 4,258 4,612
Grd Tota 678 23 303 10,268 11,272
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
PAC-E-10-07/Rocky Mountan Power
Augut 12,2010
IPUC Production Data Request 131
IPUc Production Data Request 131
Regardig fial bils prepared outside of the reguar biling cycle in 2009, please
provide how many of the readings entered on the bils were determed by: (a) a
computer estimate; (b) a manua estimate; (c) an actua reading by a company
employee; or, (d) a customer-provided reading. Please provide ths information
by rate class.
Response to IPUc Producton Data Request 131
Revenue Class Grd
Source Commercial Industral Irrgation Residential Tota
a Computer Estimate 283 13 58 4,258 4,612
b Manual Estimate 64 2 11 862 939
c Actu Reading -
Company 587 15 88 6,012 6,702
d Actu Readig -
Customer ---49 49
e No closing read required --190 209 399
Check Tota 934 30 347 11,390 12,701
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
PAC-E-10-07/Rocky Mountain Power
Augut 12,2010
IPUC Production Data Request 132
IPUC Production Data Request 132
For those customer-requested account closures in 2009, what percentage were
completed: a) with 3 calenda days; b) with 4-5 calendar days; or c) took
longer than 5 calendar days? Please provide ths information by rate class.
Response to IPUC Production Data Request 132
With CSS, customer-requested account closures are made when the customer
requests it, even if that date is in the past or futue.
Revenue Class
Grand
Commercial Industral Irgation Residential Tota
934 30 347 11,390 12,701
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
PAC-E-1O-07/Rocky Mounta Power
August 12, 2010
IPUC Production Data Request 133
IPUc Production Data Request 133
When meters are left on between occupants, is a readg always taen agai when
a tenat moves in? If not, please explain how the Company determnes whether
to read the meter.
Response to IPUc Production Data Request 133
If the account close date is five days before or five days afer the scheduled
monthy meter read date, the close/open read will be computer estimated based
upon per day usage. Ifthe close date is not within the five day widow, a work
order will be generated to acquie a field meter read to be used for biling.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
.
PAC-E-10-07/Rocky Mountan Power
August 12,2010
IPUC Production Data Request 134
IPUc Production Data Request 134
In situtions 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 actu date the meter was read? If not, please explai.
Response to ¡PUC Production Data Request 134
As stated in the Company's response to IPUC Data Request 133, if the account
close date is five days before or five days afer the scheduled monthy meter read
date, the close/open read will be computer estimated based upon per day usage. If
the close date is not with the five day widow, a work order will be generated to
acquire a field meter read to be used for biling.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
.
P AC-E-1 0-07/Rocky Mounta Power
August 12,2010
IPUC Production Data Request 135
IPUC Production Data Request 135
In situtions when a meter is not physically disconnected between occupants, does
the beginnng meter reading date given on the bil for the new customer
correspond to the actu date the meter was read followig the customer's request
to initiate service? If not, please explain.
Response to ¡PUC Production Data Request 135
As stated in the Company's response to IPUC Data Request 133, if the account
close date is five days before or five days afer the scheduled monthy meter read
date, the close/open read will be computer estimated based upon per day usage. If
the close date is not with the five day widow, a work order will be generated to
acquie a field meter read to be used for billng.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
..
P AC-E-1 0-07/Rocky Mounta Power
August 12,2010
IPUC Production Data Request 136
IPUc Production Data Request 136
In situtions when meters are left on between tenants, and no customer ha signed
up for service, who pays for the energy usage when electrc service is not being
biled to a customer?
Response to IPUc Production Data Request 136
Typically electrc use between customers is mini. Monthy meter reads are
still conducted and recorded. If the combined usage over time exceeds 1000 kWh
with no new customer signed for servce, a field order to disconnect the electrc
service will be generated and the service will be physically disconnected.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined
P AC-E-1 0-07/Rocky Mounta Power
August 12, 2010
IPUC Production Data Request 137
IPUC Production Data Request 137
In situtions when meters are left on between tenats, does the Company have a
threshold for electrc usage so that when tht theshold is reached, service is
physically disconnected? If so, what is the theshold? And if so, in 2009 in
Idaho, how many times was the theshold reached? Is the theshold the same for
all rate classes? If not, please provide the thesholds for each rate class.
Response to IPUc Production Data Request 137
A work request is automatically generated within the customer servce system to
disconnect the service when there has been cumulative consumption of 1000
unbiled kilowatt hours or more in the past one year or since the most reent
agreement was terminated. Ths theshold is the sae for all rate classes. In 2009,
there were 835 such system generated work requests generated in Idaho.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
PAC-E-1O-07/Rocky Mounta Power
August 12,2010
IPUC Production Data Request 138
IPUC Production Data Request 138
In Idao in 2009 how many meter readings were taen in between reguarly
scheduled meter reading dates where servce was not physically disconnected
between occupants?
Response to IPUC Production Data Request 138
Connect Reads and Disconnect Reads (CRO and DRO): Off cycle reads generated
between tenants when a customer either sign for servce or termates agreement
between cycle reads.
Meter Special Read and Guateed Special Read (MSRlGSR): Off cycle reads
generated between cycle reads when either a customer requests a special read or
company requests verification read for billng purses.
200 Jan Feb Mar Apr May Jan Jii AWl SeP Oc Nov De Tota
CRO #Comn 211 164 205 301 248 252 288 271 364 264 297 291 3,156
Initiat 223 180 205 301 255 258 302 279 368 265 297 293 3,226
%comp
within 5 94.6%91.%100.0%100.0%97.3%97.7%95,4%97.1%98.9%99.6%l00.O"ft 99.3%97.8%
day
window
DRO #Comp 218 183 283 481 304 383 376 377 367 357 287 379 3,995
Intite 226 192 284 486 314 388 393 386 372 362 288 382 4,073
%Cómp
within 5 96.5%95.3%99.6%99.0%96.8%98.7%95.7%97.7%98.7%98,6%99.7%99.2%98.1%
day
widow
GSR #Comn 100 61 52 19 28 38 31 30 30 20 30 34 473
Initiate 105 61 52 20 28 38 31 32 31 20 30 34 482
%cop
within 5 95.2%100.0%100,0%95.0"ft 100.0%100.0%l00.O"ft 93.8%96.8%100.0%100.0%100.0%98.1%
daywiw
MSR #Comi:110 96 67 73 62 66 62 53 55 40 30 48 762
Initiated 110 96 68 74 62 67 64 54 55 40 30 48 768
%cop
within 5 100.0%100.0"ft 98.5%98.6%100.0%98.5%96.9%98.1%100.0%l00.O"ft 100.0%100.0%99.2%
day
window
......
ilCöIi,.639 .$04 607 874 642 739 75'1 731 816 681 64 .7$2 8,386
............8,$49InitiAt....../5 529 ....6Ó9 881 659 7.5F 190 751 ..826 681 64.5 15'1
o. ""....'..'..
,,~:*....
......99.70/i ....97.3%
....
i98.i%
~(10W...................... ....
.. ..
P AC-E-1 0-07/Rocky Mountain Power
August 12,2010
¡PUC Production Data Request 138
Recordholder:
Sponsor:
Arc Muhstein
To Be Determned
. ,;,
PAC-E-10-07/Rocky Mountan Power
Augut 12,2010
IPUC Production Data Request 139
IPUc Production Data Request 139
In Idao in 2009, how many meter readings were taen in between reguarly
scheduled meter reading dates where serice was physically disconnected
between occupants?
Response to IPUc Production Data Request 139
Connect Orders (CON) orders are generated when a customer sign up for service
at a site where the site has been disconnected since the previous customer was
using the service.
CON Orders
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
. "
PAC-E-10-07/Rocky Mountain Power
August 12,2010
IPUC Production Data Request 140
IPUC Production Data Request 140
When RM 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 ths information by rate class.
Response to IPUc Production Data Request 140
The Company has an established monthly read schedule and has a read window of
one day prior to the scheduled read date and up to five days afer the scheduled
monthly read date. In 2009,80% of meter reads were worked on the scheduled
reading date.
Recordholder:
Sponsor:
Arc Muhstein
To Be Determed
~. 1:""-
P AC-E-1 0-07/Rocky Mounta Power
August 12,2010
IPUC Production Data Request 141
IPUC Production Data Request 141
As a result of leaving meters on between occupants, how many kilowatt hours in
Idaho went unbiled in 2009? Please provide ths inormation by rate class.
Response to IPUC Production Data Request 141
A 'usage no signer' automated work request is generated and worked to aid in the
recovery of unbiled kilowatt hours usage when there ha been cumulative
consumption of 1000 unbiledkilowatt hour or more in the past year or since the
most recent agreement was termated, In 2009, 835 work orders were worked
for sites exceeding the 1000 kWh theshold.
.......;,:,.......
/.../'/. .'i .Îì..I.... ....... ',',",r..
~L !'1~-.~ ,,,. ~.
..~Cl"t::i.'ii i0Q
07APSA010L 34
07APSA010S 3
07APSAL10X 12
07APSAS10X 1
07APSN010L 2
07APSVCNLL 1
07CISHOO19 4
07GNSVOOO6 11
07GNSVOO23 76
07GNSVOO6A 4
07GNSV023A 17
07RESOOOO1 668
07RESDOO36 2
Recordholder:
Sponsor:
Arc Muhstein
To Be Determined