20090316AVU to Staff 23-28, 30.pdf

Avista Corp.
1411 East Mission P.O. Box 3727
Spokane. Washington 99220-0500
Telephone [phone]
Toll Free 800-727-9170
REC£ Ëf"
1ßß~ l'Ml \ I) M~ 9~ \ 4
~~~'v.sr.
Corp.
March 13,2009
Idaho Public Utilities Commission
472 W. Washington
Boise, il 83702-5983
Attn: Scott Woodbury & Krstine Sasser
Deputy Attorney General
Re: Production Request of the Commission Staff in Case Nos. AVU-E-09~01 and
A VU-G-09-01
Dear Mr. Woodbury and Ms. Sasser,
Enclosed are an original and three copies of Avista's responses to IPUC Staffs production
requests in the above referenced docket. Included in this mailing are Avista's responses to
production requests 023 through 028 and 030. The electronic versions of the responses were
emailed on 03/13/09 and are also being provided in electronic format on the CDs included in this
mailing.
If there are any questions regarding the enclosed information, please contact me at (509) 495-
4546 or via e-mail atjoe.miler(Ðavistacorp.com
~~~
Joe Miler
Regulatory Analyst
Enclosures
CC (Paper):The Energy Project (Roseman)
WUTC Staff (Trautman - 3 copies)
ICND (Schoenbeck, Van Cleve)
Public Counsel (fftch)
CC (Email):The Energy Project (Roseman, Eberdt)
Public Counsel (fftch, Johnson, Wiliams)
WUTC Staff (Trautman)
ICND (Schoenbeck, Van Cleve)
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
A VU-E-09-01 / A VU-G-09-01
IPUC
Production Request
Staff-023
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/05/2009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
Please provide Avista's curent established service level goal for its Customer Contact Centers.
RESPONSE:
Avista's current established service level goal is 80% of calls answered within 60 seconds.
.
.
.
JUISDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTACORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Production Request
Staff-024
DATE PREPARED:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/0612009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
Please provide actual service levels that were attned by month for calendar year 2008.
RESPONSE:
2008 Ic:~~t~e;
Jan 75.60%
Feb 72.40%
Mar 70.10%
Apr 75.80%
May 81.70%
Jun 81.20%
Jul 76.70%
Aug 72.60%
Sep 77.60%
Oct 77.60%
Nov 78.40%
Dec 66.10%
Note: All responses represent the cumulative data for all four of Avista's contact centers: Spokane, WA, Coeur d'Alene, ID, Lewiston,
ID, Medford, OR
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Production Request
Staff-025
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/05/2009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
Please provide the total number of incoming telephone calls handled by month by the Customer
Contact Centers for calendar year 2008. For each month, provide a breakdown by the following
categories: a) IV handled calls; b) Customer Service Representative (CSR) handled calls; and c)
abandoned calls.
RESPONSE:
2008
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
76149
57956
54110
53243
56966
54967
63271
50415
49989
52244
45522
67965
82634
72779
76159
71988
74643
72543
76086
68369
69415
74093
59850
72304
3554
3287
3656
3026
3058
2808
3398
3272
2758
2623
2250
4530
162,337
134,022
133,925
128,257
134,667
130,318
142,755
122,056
122,162
128,960
107,622
144,799
Note: All responses represent the cumulative data for all four of Avista's contact centers: Spokane, WA, Coeur d'Alene, 10, Lewiston,
10, Medford, OR
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Production Request
Staff-026
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/06/2009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
REQUEST:
Please provide by month the average call handle times by CSRs in the call centers for calendar
year 2008.
RESPONSE:
2008
Jan 5:06
Feb 5:30
Mar 5:20
Apr 5:09.May 5:04
Jun 5:05
Jul 5:01
Aug 5:11
Sep 5:19
Oct 5:23
Nov 5:16
Dec 5:11
Note: All responses represent the cumulative data for all four of Avista's contact centers: Spokane, WA, Coeur d'Alene, 10, Lewiston,
10, Medford, OR
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Proquction Request
Staff-027
DATE PREPARD:
WITESS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
03/05/2009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
REQUEST:
Please provide by month the average length of time in minutes and seconds that customers
telephoning were placed on hold during calendar year 2008.
RESPONSE:
2008
Jan 1:23
Feb 1:25
Mar 1:30
Apr 1:25.May 1 :31
Jun 1:29
Jul 1:27
Aug 1:26
Sep 1:37
Oct 1:27
Nov 1:23
Dec 1:36
Note: All responses represent the cumulative data for all four of Avista's contact centers: Spokane, WA, Coeur d'Alene, 10, Lewiston,
10, Medford, OR
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Production Request
Staff-028
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/0512009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
In May 2008, Avista reported that 14,445 Idaho customers were signed up to receive their bils
through Avista's e-biling program. How many customers currently are signed up for this service?
RESPONSE:
As of March 1, 2009, there are 14,991 Idaho customers signed up to receive their bils through
Avista's e-biling program.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION.mRISDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-09-01 1 A VU-G-09-01
IPUC
Production Request
Staff-030
DATE PREPARD:
WITESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
03/05/2009
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
REQUEST:
For calendar year 2008, please provide the total number of customers who accessed the IV
system and subsequently elected to speak with a CSR.
RESPONSE:
2008
Jan 76,311
Feb 67,187
Mar 62,172
Apr 66,537.May 69,096
Jun 66,753
Jul 69,639
Aug 62,665
Sep 62,694
Oct 67,768
Nov 54,301
Dec 69,580
Note: All responses represent the cumulative data for all four of Avista's contact centers: Spokane, WA, Coeur d'Alene, 10, Lewiston,
ID, Medford, OR
.