20100603AVU to Staff 22, 39-70.pdf

Avista Corp.
1411 East Mission P.O. Box 3727
Spokane. Washington 99220-0500
Telephone [phone]
Toll Free 800-727-9170 RECEIV
ZDIO JUN -3 AM 9: 40
J~JV'STJI'
Corp.
June 2, 2010
Idaho Public Utilities Commission
472 W. Washington
Boise, il 83702-5918
Attn: Donald Howell & Krstine Sasser
Deputy Attorneys General
Re: Production Request of the Commission Staff in Case Nos. A VU-E-10-0l and
A VU-G-10-01
Dear Mr. Howell and Ms. Sasser,
Enclosed are an original and one copy 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 022 Supplemental and 039 through 070. The production requests are also being
provided in electronic fomiat on the CDs included in this mailing.
If there are any questions regarding the enclosed information, please contact me at (509) 495-
4584 or via e-mail atpaui.kimabll~avistacorp.com
:0~
Paul Kimball
Regulatory Analyst
Enclosures
CC (Email): all paries electronic
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 / AVU-G-10-01
IPUC
Production Request
Staff-022 Supplemental
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
OS/27/2010
Dave DeFelice
Jeane Pluth
State & Federal Reg.
[phone]
Please provide the monthly Capital Budget Group Year to Date (YTD) Actuals Capital budget
spreadsheets for 2010 to date with a pritout provided and the underlying electronic file in Excel
format with formulas activated. Please consider this an ongoing request and provide updates to
these spreadsheets for the remainder of the case.
RESPONSE:
See attached spreadsheets, as follows:
April Actual Results StafCPR_022 Supplemental Attachment A
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-039
REQUEST:
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Linda Gerais
State & Federal Regulation
[phone]
For calendar year 2009, please provide the monthly and anual total number of residential
accounts.
RESPONSE:
Avista does not track the total number of open residential accounts on a monthy basis. The anual
total number of open residential accounts for 2009 was 117,882. Tracking is available for the
number of open accounts for all revenue codes on a monthy basis.
Jan 136,960
Feb 136,915
Mar 136,824
Apr 137,126
May 136,792
Jun 137,126
Jul 136,848
Aug 137,313
Sep 137,392
OCt 137,684
Nov 137,810
Dec 137,995
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-lO-Ol 1 AVU-G-10-01
IPUC
Production Request
Staff-040
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/18/2010
Don Kopczynski
Amanda Reinhardt
Customer Servce
[phone]
For calendar year 2009, please provide the monthy and anua total number of residential
accounts disconnected from servce for non-payment.
RESPONSE:
Idaho Residential
Disconnects for Non
Payment
Jan
Feb
Mar
Apr
May
Jun
Jut
Aug
Sep
Oct
No
Dec
538
597
966
1,145
902
1,011
794
696
565
610
758
426
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-041
REQUEST:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinardt
Customer Service
[phone]
For calendar year 2009, please provide: (a) the monthly and anual total number of residential
accounts with payment arangement agreements; and (b) the monthy and anual total number of
payment arangement agreements made on residential accounts.
RESPONSE:
a) The monthy numbers for accounts that entered into a payment arangement agreement by
month are shown in the table below. The total number of residential accounts that entered
into such agreements thoughout the year is shown on the bottom line of the table "Durng
2009."
Idaho Residential Accounts
with a payment arrangement
agreement.
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
7,238
6,922
8,025
7,812
7,219
7,201
6,277
5,589
5,079
5,256
5,409
4,424
During 2009 32,174
Response to Staff Request No. 41
Page 2
b) Total number of payment arangement agreements for residential accounts:.Total Number of Payment
Arrangement Agreement for
Idaho Residential Accounts.
Jan
Feb
I\r
Aprl\y
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Total
8,514
8,293
9,930
9,578
8,830
8,978
7,647
6,641
5,996
6,184
6,309
4,980
91,880
.
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
IDAHO
AVU-E-10-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-042
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
For those accounts identified in your response to Request No. 41 (previous request) please
provide: ( a) the total number and percentage of accounts that defaulted on payment arangements
each month and anually; and (b) the total number and percentage of payment arangement
agreements that were not kept each month and anualy.
RESPONSE:
a). In addition to the arangements the Company's Customer Servce System (CSS) shows as a
broken or defaulted arangement, there can also be deleted arangements. Deleted
arangements are typically arangements removed from an account at the time a customer
informs the Company of the inabilty to keep the arangement. At this time, those are not
easily quantifiable.
Jan
Feb
rvr
Apr
rvy
Jun
Jul
Aug
Sep
Oct
Nov
Dec
3,507
3,429
4,215
4,309
4,066
3,865
2,930
2,447
2,159
2,220
2,326
1,969
48%
50%
53%
55%
56%
54%
47%
44%
43%
42%
43%
45%
.
.
.
b).
Response to Staff Request No. 42
Page 2
The total number and percentage of payment arangement agreements that were not kept
each month and anually.
Jan
Feb
rvr
Apr
rvy
Jun
Jul
Aug
Sep
Oct
Nov
Dec
3,607
3,547
4,439
4,489
4,245
4,064
3,081
2,539
2,250
2,304
2,391
2,001
42%
43%
45%
47%
48%
45%
40%
38%
38%
37%
38%
40%
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-043
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczyski
Amanda Reinhardt
Customer Serce
[phone]
REQUEST:
For calendar year 2009, please provide the monthy and anual total number of residential
accounts that paricipated in Comfort Level Biling. How many and what percentage of those
accounts discontinued Comfort Level Biling each month and anually?
RESPONSE:
The Company's existing Comfort Level Biling trackig does not separate enrollment by tye of
account. The enrollment by month shown below is for all revenue codes.
.
Jan 16,892 29 0.17%
Feb 17,341 26 0.15%
Mar 17,572 33 0.19%
Apr 17,64 30 0.17%
May 17,533 32 0.18%
Jun 17,384 43 0.25%
Jul 17,505 58 0.33%
Aug 17,910 47 0.26%
Sep 18,187 33 0.18%
Oct 18,463 35 0.19%
No 18,675 29 0.16%
Dec 18,953 14 0.07%
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-044
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Serce
[phone]
For calendar year 2009, please provide the monthy and anual total number of
residential
accounts that had a Levelized Pay Plan. How many and what percentage of those accounts
defaulted on a Levelized Pay Plan each month and anually? Of those accounts that defaulted on a
Levelized Pay Plan, how many were subsequently disconnected for non-payment each month and
anually?
Jan 10 8 80
Feb 22 21 95%
Mar 41 34 83%
Apr 36 32 89%
May 30 22 73%
Jun 23 18 78%
Jul 29 26 90
Aug 13 10 77%
Sep 9 9 100%
Oct 9 7 78%
No 5 4 80
Dec 5 5 100Ai
During
2009 187 159 85%.
REQUEST:
RESPONSE:
The Company is unable to provide data for accounts enrolled on a Levelized payment plan and
then subsequently disconnected for non-payment because we do not store the arangement default
date. The date an arangement is setup is captued however, not the date an arangements status
changes from active to either met or broken. The status is the only porton of
the arangement that
. changes depending on if the arangement is honored.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-045
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Servce
[phone]
In March 2009, thee new payment plan options (Budget Biling, Flexible Payment and Bil Plus)
were offered to residential customers. For residential accounts durng calendar year 2009, please
provide for each of the new payment plan options: (a) the monthly and anual total number of
accounts with payment arrangement agreements; and (b) the monthy and anual tota number of
payment arangement agreements.
RESPONSE:
In March 2009, the payment plan options Budget Biling, Flexible Payment, and Bil Plus were
offered to residential customers. These options were offered for approximately 3 months to assist
customers with the bils from the extreme winter of 2008-2009.
These payment plans were based on payment plans already in use but allowed for additional
flexibility depending on the payment option. The use of the same tye of payment plans makes it
difficult to quantify these plans separately from other arangements. These arangements are
included with the overall count of all arangements in Staff_PR_041.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 / AVU-G-1O-01
IPUC
Production Request
Staff-046
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Servce
[phone]
For those accounts identified in your response to Request No. 45 please provide: (a) the total
number and percentage of accounts that defaulted on payment arangements each month and
anually; and (b) the total number and percentage of payment arangement agreements that were
not kept each month and anually.
RESPONSE:
These payment plans were based on payment plans aleady in use however, they allowed for
additional flexibilty depending on the payment option. The use of the same tye of payment plans
makes it difficult to quantify these plans separately than other arangements. The arangements
are included with the overall percentage of default for all arangements in Staff_PR_042.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-1O-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-047
REQUEST:
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
OS/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
Please provide a detailed description of any new payment plan options that are offered to
residential customers other than those described in responses to previous Request Nos. 43 through
45.
RESPONSE:
Other than those new payment plan options described in responses to Request Nos. 43 though 45,
we continue to review each customer's account and unque situation and offer the payment options
available to best assist the customer and to brig the account curent. We have increased the
options available to the customer on the web and IV durng 2009. A customer can do the
following options online or on the phone system.
)- Enroll in Comfort Level Biling
)- Setup a Preferred Due Date
)- Make a Payment
)- Set up a Payment Arangement
)- Report a Payment
)- Find Energy Assistance Information
)- Find a Pay station
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-IO-01
IPUC
Production Request
Staff-048
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczyki
Amanda Reinardt
Customer Servce
[phone]
Have any existing payment plan options been terminated or modified? If yes, please explain.
RESPONSE:
A vista discontinued the formal payment plan options that were established in March 2009 (Budget
Biling, Flexible Payment and Bil Plus), however those thee payment plans were expansions of
payment plans that stil exist and are available to our customers. Each customer's account is
reviewed to determine what payment options are available to best assist in their situation and help
to bring their account curent.
AVISTACORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-049
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Servce
(509) 495- 7941
REQUEST:
For each of the past four calendar years (2006-2009), please provide: (a) the monthy and anual
total number of residential accounts with deposits; (b) the monthly and anual percentage of
residential accounts with deposits; and (c) the monthly and anual average deposit dollar amount
on residential accounts.
RESPONSE:
The following table is the monthly and anual total number of deposits requested on Idaho
Residential accounts from 2006 though 2009 and the average deposit amount requested for the
month.The number of Idaho Residential accounts is not available by month to provide the
calculation requested for part b of this request. Curently, 6% of Idaho Residential accounts have
a deposit requested..
2006 Jan 2,334 $162 2008 Jan 2,297 163
2006 Feb 2,538 $168 2008 Feb 2,713 178
2006 Mar 3,375 $175 2008 Mar 3,513 188
2006 Apr 2,861 $168 2008 Apr 3,551 186
2006 May 3,425 $164 2008 May 3,791 179
2006 Jun 3,540 $155 2008 Jun 4,221 188
2006 Jul 3,314 $149 2008 Jul 4,694 176
2006 Aug 4,212 $149 2008 Aug 4,913 162
2006 Sep 3,595 $154 2008 Sep 4,397 173
2006 Oct 3,870 $153 2008 Oct 4,305 172
2006 Nov 2,967 $154 2008 Nov 3,125 173
2006 Dec 2,214 $1 2008 Dec 2,303 165
2007 Jan 2,387 $158 2009 Jan 2,871 $179
2007 Feb 2,373 $173 2009 Feb 3,219 $197
2007 Mar 2,871 $180 2009 Mar 4,042 $195
2007 Apr 2,955 $173 2009 Apr 4,238 $210
2007 May 4,066 $173 2009 May 3,985 $204
2007 Jun 3,824 $172 2009 Jun 5,034 $197
2007 Jul 4,072 $169 2009 Jul 4,367 $190.2007 Aug 4,683 $159 2009 Aug 4,540 $178
2007 Sep 3,863 $163 2009 Sep 4,156 $176
2007 Oct 4,094 $165 2009 Oct 4,065 $186
2007 Nov 3,370 $168 2009 Nov 3,130 $176
2007 Dec 2,326 $169 2009 Dec 2,781 $165
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-050
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
By month, how many residential accounts were signed up for Moratorium protection from
December 1,2009 though Februar 28, 2010?
RESPONSE:
October
November
December
January
February
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-1O-01/ AVU-G-10-01
IPUC
Production Request
Staff-051
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
OS/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Servce
[phone]
REQUEST:
By month, how many and what percentage of those residential accounts were placed on the Winter
Payment Plan from November 1, 2009 though March 31, 201 O?
RESPONSE:
Idaho Moratorium and Winter Payment Plan (WP) tracking is tracked at a single point in time.
Customers may call in multiple times for "enrollment" if they have broken their agreement or
know they wil be unable to keep the set WPP arangements.
.
October 1 50%.November 104 86%
December 424 36%
January 264 35%
February 81 43%
tlrch 1
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-052
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczyki
Amanda Reinhardt
Customer Servce
[phone]
By month for calendar year 2009 and YTD 2010, how many and what percentage of accounts
defaulted on the Winter Payment Plan?
RESPONSE:
Winter payment plans are tracked by the date the account is enrolled, the date of default is not
easily captured. The percentage of accounts that had defaulted as of the end of March 30, 2010
was captued and is shown in the table below.~
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-053
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
06/0112010
Don Kopczynski
Chrstine McCabe
Community Involvement
[phone]
For Fiscal Year 2009, please provide the total dollar amount contrbuted to Project Share for Idaho
by: a) Avista shareholders; b) Idaho customers; and c) other sources. In addition, please provide
the total number of grants provided to Idaho customers and the total dollar amount distrbuted to
Idaho customers.
RESPONSE:
a) Avista shareholders contrbuted $100,000 to Idaho Project Share in Fiscal Year 2009.
b) Idaho customers contrbuted $54,537 to Project Share in Fiscal Year 2009.
c) Idaho received $4,894 from varous Project Share fudraisers, the majority of which was
raised by St. Mares & Kellogg High Schools ($4,095).
Idaho Avista customers received 942 grants for a total dollar amount of$185,502 durng Fiscal
Year 2009.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-054
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
REQUEST:
05/25/2010
Don Kopczyski
Chrs Drake
Energy Solutions
[phone]
Order No. 30647 directed that an anual grant of$25,000 be provided to Idaho CAP Agencies "for
the purose of undertig agency personnel assisting in low income outreach and energy
conservation education." Please provide: (a) a copy of the signed contract between Avista and the
CAP agency in compliance with ths Order; (b) the date the program was implemented in Idaho;
(c) the goals and objectives of the program and a description of how outreach and energy
conservation education services are provided; (d) the number of Avista customers that have
received energy conseration education; (e) how the money has been spent, e.g., percentage
breakdown for personnel, administration, equipment, publications, kits, etc.; (f) what data is
tracked for evaluation puroses; (g) the criteria that wil be used to deterine whether the program
was successful in meeting its goals and objectives; and (h) when and how evaluations wil be
conducted.
..
RESPONSE:
Order No. 30647 directed the anual grant of $25,000 be provided to the Idaho CAP agencies and
did not provide latitude for the Company to direct the fuding. It was the CAP's prerogative of
how to design and implement such a program. Avista is in contact on a regular basis with the
CAP's and have met with their outreach personnel providing informal guidance and verify if
they
had launched efforts, expenses, etc. in an effort to make sure they utilized the fuding available.
Since the Company is not directly involved in the outreach below is the information available:
(a) Please see section 4.1 ofStaff_PR_054-Attachment A.pdf.
(b) The contract was submitted to the agency in December of 2008 allowing for fuding of their
program beginning as early as Januar 2009.
(c) The goals and objectives of the fuding were to underwte dedicated agency personnel to
assist in low-income outreach and education related to conservation. The program design and
implementation on how outreach and energy conseration education servces provided were
determined by the agency.
(d) The number of A vista customers that have received energy conservation education from these
fuds has not been provided to A vista by the agencies.
(e) For 2009 Avista paid energy conservation invoices that totaled $25,000 and were spent on the
following (see attachment Staff_PR_54 - Attachment B):
Page 1 of2
.
.
.
Salares & Wages
Fringe Benefits
Travel
Space Costs
Administration
41%
13%
19%
20%
7%
(f) The data tracked for evaluation puroses has not been provided by the agencies.
(g) The crteria that wil be used to determine whether the program was successful has not been
provided by the agencies.
(h) When and how evaluations wil be conducted has not been provided by the agencies.
Page 2 of2
.Conil-act No. R-35963
Agreement for Residential Energy Efficiency to Linuted-Income Households
This Residential Eierip Effciency Agreement ("Agreement' is entered into between Avista
Corporation ("Avista"), a corpration organized under the laws of the State of Washington, and
Community Action Partnership - Le\\iston ("Agency"), a nonprofit corporation organzed under the
laws of the States of Washigton and Idao; sometimes referred to individually, as a "Par" and
collectively, as the "Parties".
Background
Avista is an invest()r-owned utility that supplies electrcity and natual gas, whose rates, services, charges
and practices are subject to the regulatory autority of the Washington Utiltíes and Transportation
Connnissioii and the Idaho Public Utilties Commssion (the "Commissions"). The Conunissions have
approved Demand Side Management ("D5M") Schedules for electric (Schedule 90) and natural gas
(Schedule 190) services wider which Avista provides funding for the effcient use of electricity and
natural gas.
The Agency is able to qulify eligible. cutomes and administer progrms to assist limited-income
households with supplemental ficing to implement cerain weatherization meaures
and/or to change-
out ineffcient energy equipment (collectively, "Energy Effciency Measues") in limted-income
residences.
.
Purpose
For the reasons stated above, the Partes desire to enter into ån Agreemeiit, c()lsistent with the policies
specifed in Avista's DSM Schedules, to faciltate liplementation of Energy Effciency Meaun.is in
Limited-Income Households oecupied by limted~income persori under which Avista will fund the
installation of the Energy Effciency Meaures agreed to by the Paries itl cotijuncton with the Agency's
prograins.
.
Thereföre the Pares agree as follows:
1. Definìtions.
For purposes of ths Agreement, the following definitions sha apply:
1. "Administrative Costs" mean the admstrtive and general costs, including salares and
overhead, directly or indiectly related to the Agency's paricipation under this A&'feement,
provided, however that Adninistratíve Costs shall not include the cost of equipment or the
labor associated with installation of such equipment.
1.2 "DuE Specifcations" mean the document entitled "CTED's Specifications aiid Standards for
the Low Income Weatherization Progrm, AUf,JUst 2008" which is incorporated into this
Agreeent by tlûs reference.
1.3 "Eligible Dwellig(s~" or "Dwellngs" mean real or personal propery within Avista'8 serice
terrtory in the States of Waslûngton and Idaho, inhabited as the principal residence of a
Limited-Income Household. A Dwellng shall include a: single-family home, duplex, triplex,
four~plex, multi-umt residL'ltial housing complex or mobile home that is served by Avista;
provided, however, that duplexes, tiiplexes, four-plexes and multi-unit residential housing
complexes shall be eligible only if one-half or more of the Dwelling wiits are occupied by
Limited-lncome Households.
1.3.1 Electtic Eligible Dwellis.
(a) Electric Eligible Dwellgs must deinonstrate the utilization of pemiancntly
installed Avista elcetrc space heat in order to qualify for funding for
weatheriztion improvements, electric space heat conversions to natural gas and/or
other Measures as agreed to by the Paries. Aniual usage orat least 4,000 kWh at
the Dwellg, as verfied by Avista's reviewal' eustorrter bilings over the previous
12-nionth period, shall sere as proof of utíHzation of electric space heat.
Page 1 of7
Staff_DR_054 Attchment A Page 1 of7
.Coiitracl No. R_35%3
.
(b) Electric Eligible Dwellings inust utitzè Avista-supplied electricity for water
heating to qualify for funding to upgrade or convert existing water heaters.
1.3.2 Natural Gas Eligible Dwellngs. Natural Gas Eligible Dwellgs i!lust utilze
pennanently instaled natual gas space heat to qualify for funding for weatherzation
improvements, heating system upgrades, and/or other Measures as agreed to by the
Paries.
1.4 "Energy Effciency Measures" or "Meaures" mea those cnergy efficicncy measures,
includig cert weatherzation measres and/or change-outs of ineffcient energy equipment,
described in the DOE Specifications and/or Section 3 of Schedules 90 and 190 (the "Tariffs")
incorporated as "Exhibit A". For the Measures listèd in the attahed "Exhbit B", no prior
approval by Avista shall be necesai; for the Measues listed in thê attached "Exhibit C", prior
approval by Avista shall bereq\ur. Prior approval may be requested by the submittl of a
copy of the forr attached as "Exhbit D" to Avista via: (i) fax to 509-777-5183, Attention:
Renee Coelho; Oi) e.mai to renee.coelhoCáavistacorp.com; or (iii) regular mail to the address
set foith in Section 15.1 below.
1.5 "Measure Costs" mean the installed costs (including labor, materials and direct costs) incurred
by the Agency to effect Energy Efficiency Measures in an Eligibre Dwellng.
1.6 "Health and Human Safety" mea Measures that do not result in direct energy savings but are
necessar to make a Dwellng habitale to benefit from tlie installation of Meaures that will
ultimately result in direct energy savings.
1.7 "Hoine Energy Audit" means the on-site inspetion of a Dwellng for the purse of soliciting
bids from Qualified Contrctors (defined below) and èStimatitig: (i) potential energy savings
from the iiistallatiortof Energy Etl1ciency Measures, and (ii) the cost of achieving such savings.
1.8 "Household" mea an incUvidual or group ofindividuås who reside tögether in an Eligibre
Dwelling, provided that the Dwellingis not aii institution.
1.9 "Limted-Income" meas a Household whose gross income satisfies the Agency's qualifying
standards pertaining to the federally established non-fann poverty revel for the number of
members in the Household, as set forth by the goverental authority overiieeing such Agency
standads.
1.0 '¡Owner" means an individual,parèrShip, corporation, or other pary (or their authori
agent) who has legal title toa Dwelling,. is the mortgagor under a duly recrded mortgage of
real property, is the trutee under a duly recorded deed of trut, is a purchaser under a duly
recorded contracffor the purchase of rea property, or has legal title to a mobile home.
1. i i "Participant" mèan a Linùted-Tncoinè Household residing in a Dwellng, which receives
assistance under the Prográm for the: purpose of installng Ener¡,ry Effcieitcy Measures.
1.12 "Program" means the process; administered by the Agency and funded by A vista, utilized under
this Agreement to implement Energy Efficiency Measures for Households.
2. Program Procedures - Agency's Responsibilties
2.1 Cerification of Limited-Income Household. The Agecy shall verify that a Paricipant
qualies as a LÌmited-Jnçome Höusehold as set forth in ths Agreement and the DOE
Specifications, Incorporatedinto thís Agreeeit by th refererìce.
2.2 Certification of Eligible Dwellng. The Agency shall determine whether or not a Participant
resides iii an Elgible DWellng.
2.3 Perfonnance .of Home Energy AudiL After verifyng that a Paricipant qualifies as a Limited-
Income Household residing in an .Eligible Dwellng, the Agency shall perform a Home Energy
Audit consisting of an on-site inspection of the DweIlng to estimate the potential energy
savigs from the installation of qualÍ"fying Measures. The Agency shall solicit bids for the
installation of the identified Measures and determine the cost of such installations. In
.
Piige2of7
StafCDR_054 Attchment A Page 2 of7
.
.
.
Contract No. R-35963
conjunction with the Home Enea,'Y Audit, the Agency shall provide Paricipants with writtcn
material pciiaining to conservation and written information that outlines Avista's involvement
in the intallatioiioftbe Measures.
Records.
2.4.1 The Agency shall maintain records ("~ecords") evidencing the cligibilty of Households
and Dwellngs to paricipate in the Program. Such records shall include without
linútation, the Household inormtion, amount of expenditues per Household, and othf:r
inforniation gathered in the regular course of business. The Agency shall keep all
Records until the earlier oftbree (3) years afer creation of such Records, or until such
time as Avista has completed a financial audit of tbe Records as described in Section 5
below. Such Records shall be made available to Avista upon Avista's written request.
2.4.2 In order to insure that all work under thís Agreement is being pedomicd and/or the
materials are being acquired in the most cost-effective manner, the Agenc)' shall solicit
bids frm licenses and bonded coiitrctors and meet the DOE Specifcations ("Qulified
Contractor(s)"), on a regular basis (but not less than iuinually) unless otherwse agreed to
between theParies.
2.4.3 The Agency shall maintain records of the ilspections described in section 2.6 below.
2.5 Assistance in A.dnging; Installatiöl1. Subject to the føllowing limitations, the Agency shall
¿mange for the installation of Measures by a Qualified Contractor. The Agency, through its
own employees or agents, may install Measures or arrange for the intallation of such
Measures, in whole or in par, by a Qualified Contractor; provided, however, that the most cost-
effective methods or combintion of methods shall be utilized for all Measures installed at a
Dwelling. All work performed under thís Agreement shall be completed within a reasonable
time period from the date uistallatíoii of the Measures is authorized.
2.5.1 By Agency. In the event the Agency elects, in whole or in par, to install Meaures in a
Dwellg, it shall do so in an expeditious, safe, efficient and workmanike manner,
consistent with preV'ailngildustr standård.~. The Agency shall not pedorm installation
of Energy Effciency Meas itself;ifsuch ilåUatÎon can beperfonned responsibly,
at a lesser expene (with due regard for materials and labor) by a Quafied Contractor.
2.5.2 Bv Contractor. TIie Agency shall encourage competition aniong Qualified Contrctors
for suplying material ahdlor instaUilg Measures under this Agreement. The Agency
shall utilize a cOl1ipetitive bidding protess.to inure tht COÍl.tTctors selected to provide
the materal and/or labor to install the Measures are proV'idíng such servces at the lowest
responsible price, with due regard for materals and labor. Bids on mateiials and labor
shall be in ac-eordancc with the DOE Specifications and this Agreeinent. The Agency
shall inure that the rights, remedes and protecons afforded Avista and paricipating
Households are presrved when eiploying the use of a Qualified Contractor. The
Agency shall be sølely resonsible. to A vista and paiticipating Households for acts or
oinissiöiis of anycoiitrctors hired by the Agency to pedonn any portion of the work
applicable undert1s Ageeent, or any person directly or indirectly einployedby such
contrctor, and shall indeitllify Avista and/or participating Households from the same.
2.6 Post-lnstaIlation Inpection.
2.6.1 Upon completion of the installation of Energy Effciency Meaures, the Agency shall
inspect the completed work in order to ins\le that such work has been perfonned in a
workmanl ike manm,,'l, in accordace wíth A vista's specifcations, the DO ESpe-etications
and the Tariffs. The Agency shall mae every reasonable åttempt to in.~ure that the work
is perfomied to the satisfaction of the Paricipant.
2.6.2 If, upon inpection. the Agency detemes that remedial work is necessary to inse tht
the intalled Measures comply with the instalation requirements set fôrthin this
Agreement, the Agency shal arge for: the remedial work, and such work shan be
2.4
Page3 of7
StafCDR_054 Attachment A Page 3 of?
.
.
Contract No. R-35963
completed within thirty (30) days of the Agency's inspetion unless otherwise agreed to
between Ùie Paries. As set forth in Section 3 below, Avista reseres the right to conduct
a post-installation inspeCtion prior to providing payment for such installation.
Invoicing and Documentation.
2.7.1 Invoicing/Year End Invoicing. 'nie Agency shall submit all invoices associated with the
installation of Enea,'Y Efficiency Measures within thirt (30) days of completion of such
installation. together with a completed copy of the sample Energy Eff1ciency invoice
torm ("Invoice Fonn") attached as "Exhibit E", or a similar fonii agreed to by the Parties:
provided, however, tht the Agency agrees to ensure ùiat: (i) all installations applicable
under this Agreement are completed and billed by December 3 isi: and (ii) all invoices
associated WiÙi the installed Meaures are submitted within thirty (30) days of installation
in order to qualify for reimbursement under this Agreemcnt. Additional documentation
shall be provided by the Agency upon Avista'g written request.
2.7.2 Documentation. In addition to providing uie.inonntioii described in Section 2.7~1
above, the Agency shall recõrd and identìfY any complaints from Participants regarding
the installation of the Measures and a descriptibn of the Agency's response, including any
remedial work pedormed. Documentation of complaints and corrective work shall bc
provided to Avista on each completed Dwellng, ifapplicable.
2.7.3 Bid Responses. The Agency shall retáin a copyQf all bids subinitted for material and
labor, including, but not limited to, the name and address of the contractor and the
amount of the bid.
2.8 Repoiiing Requirements. The Invoice Fonnshall be completed by the Agency and subinilted
to Avista in order for the Agency to be eligible for payment (as described in Scction 3.2 below)
along with additional suppcirting docurnCiitation requested by Avista.
2.7
3. Program Procedures - Avista's Responsibilities.
3.1 Inspections. Avista may, at its sole discretion, conduct post.dnst.atIation inspeCtions, to insure
proper administration of this Prograin. In the event A vista elects to perfonn a post-installation
inspection, payment due to the Agency may bc delayed with respect to any disputed work
identifed by Avista uiitilsuch time as corrective work has been completed. Any post-
instal1ation inspections conducted by Avista shall be completed within ten (10) business days of
the final submission of all documentation by the Agency related to such installations. Avista
shall notify the Agency, within thirty (30) days of Avista'g post~instaUatioll inspection, of any
defects that nced. to he cured before A vista disburses payment to the AgCllCY fór such
installations.
3.2 P,Nnienl. Avista'spayments shall he due and payable to the Agency within ùiiy (30) days of:
(i) Avista's receipt of the Agency's invoicè(s) as dcscribed in Section 2,7.1 above; or (ii)
Avista's receipt of the Agency's invoice(s) and aceeptance bfthe work re:-perfonnedunder this
Agrecment, in the event such work reqiiires correction as described in Section 2.6.2 above,
whichever is later ("Payment Due Date"); provided, however, that Avista may, in its solc
discretion, designate a Payment Due Date which is later than the Payment Due Date deiìned in
this Section 3.2. In the event Avista designates a later Paymeiit Due Date, such later Payment
Due Date shall not be more than ninety (90) days tol1owing the initial Payment Due Date.
4. Prograiu Funding.
4.1 In accordance with the tenl1sof this Agreement. Avista shal reimburse the Agency for one
hundred percent (100%) Qf theinstrl\ation costs of the Enea,'Y Eftcìcncy Measures installed in
accordance with this Agreement ("Total Reiniburseieilt"); provided, however, that the Total
Reimbursement shall not exceed $660,000 over the 12~montli period ending
Deccllber 31,
2009. Of this amount: (i) for the State of' Idaho, funding shall not exceed $490,000 including
$25,000 for underwriting the dedication of Agency personnel to assist in low-income outreach.Püge 4 of7
Staff_DR_054 Attachment A Page 4 of7
.Contract No. R-3596J
4.2
and i~ducation related to conservation; and (ii) for the State of Washington, fi.nding shall not
exceed SI70,OOO.
Agency Compensation.
4.2. i Avista shall reimburse the Agency for each project, as noted on the invoices submitted
by the Agency in accordance with Section 2.7 above. Individual invoices shall bc
submitted tor each project.
4.2.2 Avista shall reÌ1nburse the Agency for Administrative Costs as part of Avista's fmiding
obligation; provided, however, that such reimbursement shall not exceed 15% of the
amount funded by Avista per completed Dwellng.
4.2.3 If applicable, Avista shall compensate the Agency for Health and Human Safety
improvements, as agreed to by the Parties, as par of Avista's funding obligation;
provided, however, that such conlpensation shall not exceed 15% of Avista's Total
Reùnbursement set forth in Section 4.1 above,
4.2.4 'nie Agency acknowledges that the compensation set forth in this Sections 4.2 is a
portion of. and not an addition to, the Total Reimbursement.
Installed costs shall include labor, materials and direct costs of the Agency in weathenzing or
instalHng energy efficiency equipnient ina Dwellng.
Avista may, in its sole discretion, require docullentl,tionsupporting the cost of the Measures
Hnd the associated energy savings, il1chidil1g without linutation, pre.auditinfonnatioii.
4.3
4.4
5. Progräl1 Records and MonItorùig
5.1 The Agency shall maintain Program records ("Records") in accordance with this Agreement, iii
a fonnat niutually agreeable to the Parties. The AgencY's Records shall contain the infonnation
required under this AgreeInerit, as well as oiler infomiation gathered in the reglar coure of
business. The Agency shall keep aU Records until thcearlicr of:' (i) three years after creation of
such Records. or (ii) until such time as Avista has coinpleted a finacial audit of the Records as
set forth in this Secion 5.
5.2 Avisla may, upon IS days' prìor written notice, conductfinancial audits, monitor, or pcrfomi
other compliance reviews (collectively, "Audil") the Records and procedures as it deems
appropriatc. Audits shalI be conducted durìng nOl1ial business hours. The number, timing ând
extent of such Audits shan be at thedìscretion ofAvistaand may be conducted by Avista or its
designee. Avista may, at its expense:
5.2.1 Audit all Records and accountsmail1iained by the Agency in accordance with this
Ai:ITeement;
5.2.2 Obtain copies orall Records and accomits for purposes ofreview;
5.2.3 Conduct inspections of Measures installed under this Agrement; provided, however,
that if any Participant indicates that an installation is unavailable for inpection, an
a ILcl1ate inst.'\lIatioii may be selected; aud
5.2.4 Review the Agency's procedures utilized in complying with the requirements set forth
in this Agreement.
5.3 Avista shall not publicly disclose customer-speific infortiation w'ithout the prior written
consent of such customer.
.
6. Tenninatiori
6.1 This A!,ITcement shall becme effective on January 1. 2009, and shall remain in effect until
December 31,2009, unless tenninated at an earlier date as provided for in this Agreement.
6.2 Either Party, tor its convenience, may terinate this Agreement ntany tirne, by giving 30 days'
prior written notice to the other Party. Upon temiination.of tiiis Agreement, each Party ahrrccs.Page 5 of?
Staff_DR_054 Attachment A Page 5 of7
.Contract No. R-35963
to pay for its share of the installation costs of the Measures, when completed, which were
contracted for prior to the tt:rmination date.
6.3 Tlus Agreement may be extended beyond expiration date only upon written agreement between
thePaities.
.
7. Disclaimer of Liability
7.1 Neither Party makes any warrnty (iiicluding, but not liited to, any inplied warranty of
merchaittabilty or fitness), representation or promise, to each other, toParticipaiits or to other
third paries with respect to Energy Efficiency Measues applicable under ths Agreement or
with reference to any materials or labor requ.ire for the irstallation of such Measures.
7.2 Neither Pary shall be liable to the other Party for acts or omissions of úidepeiident contractors.
7.3 The provisions of this Agreement shall not be construed to au.thorie either Pary to act as an
agent or representative of the other Pary; rather, the Parties areindependeiit eOlitractors with
respect to one another.
7.4 Except as otherwise provided for in this Abrreeent, Avistais not, nor shall it be det'Ied to be,
a party to any contrct or agreement entered into between the Paricipant and the Agency or
with any other independent contrctors, for the provision of goods and services. The Agency
and/or any contractor employed by the Agency aresQlely- rêsponsible to the Participant for the
types of materals, methods of instalation, quality and timing of such intallations, and any
warrnties with respect to the Meaures and/or their inst.allatioii.
8. Indeitinifìcation. Each Part shall indemnify the ot.her Pary and. its respetive officers, agents and
employees from and againt all claims, damages, losses, liabilties, and expen.",es, includg, but not
limited to, reasonable attorneys' fees, arising from eaeh Pary's negligent or other tortious acts or
omissions including acts or omissions of such Pary's oflcers, agents or employees.
9. Assignment of Agreement Neither Party may assign, either directly, or indirectly, this Agreeneiit or
any of the rights, obligations, benefits and/or remedies conferred upon it by this Agreement to a thd
part without the prior wrtt.ell c.onsent oft1le other Party, which consent shall not be lUireasonably
withhdd or delayed; provided, however, that either Pary-may assign ths Agrmcmt without consent.,
to any affliated company tht contls, is controUedby, or is under còinmotl coi:tròl with
such Party,
or to à successor iii interest which acques aU or substatially all of the property and assets of the
Party. Furheriore, this Agreement shall be binding upOn the successors and assigns of the
Parties.
10. Law Governing. This Agreement and the rights and obligations of the Paries shall be governed by
the la\vs of the States of Washirgtbn or Idao, contingent upon the Paricipants address, without
giving effect to its principles of conflcts of law.
I i. Severability. If any provision of this Agreement or its application to any person or circumstance is
held invalid by any court of conipetent jursdiction, the remaing provisions ofthis Agreement shall
remain valid and enforceble, and the Parties sliall substitute for theiiivalid provision a valid
pnwision that most closely approximates the irtent and ccnomiceffcct ofthe invalid provision.
12. Entire Agreement. The rights and obligations of the Paries shall be subject tQ and governed by this
Agreement, includig any attached exhibits ard appendices. this Agreement sets forth the entire
agreement of tlie Pares and supersedes any prior agreements with respect to
the Prograi If, at any
time, the temis of this Agreement are not strctly adhered to or enorced, they wil not thereby be
deenied waived or modified but wil at all subsequent times alid dates he deemed in full force and
effect.
.
i 3. ModificatioiiWaiver. No amendment or modification of this Agreeient shall be effective unless
made in wrting, signed by the authonzed agent of each Party, aid delivered to each Pary at the
address provided for Notices. The failure of eit.her Pary to require pcrfonnance of aliy provision of
this Agreement shallllt affect the right to reqre the perfonnance at a subsequen1 time. TIie waiver
Page6of7
StafCDR_054 Attachment A Page 6 of?
.Contrct No. R-35963
by either Party of a breach of any provision of this Agreement shall not be taken as a waiver of the
provisioii, itself.
i 4. Tariffs and Regulations. The rights and obligations of the Parties shall be governed by ùie policies
and procedures set out in the Tarffs, the DOE Specifications, and applicable state and federal
regulations. In the event of a conflict between the Tariffs, the DOE Specifications, applicable
rq,,'llations, and the provisions of this Agreement, the documents shall prevail in the descending order
listed in this Section 14.
.
15. Notlccs and Other Conunullcations. Any notice, request, approval, consent, instruction, or other
communication given by either Party to the other shall be in writing and shall be delivered in person
or mailed to the address and to the attention of thc person specified below:
15.1 If to Avista:
A vista Corporation
141 I E. Mission Avenue
PO Box 3ï27
Spokac, Washington 9922()-3727
Attention: Renee Coelho
15.2 Ifw the Agency:
Community Action Partnership - Lewiston
i 24 New 6th Street
Lewiston, 1D 83501
Attention: LarrStamper
16. tnsurmice Requirements. The Agency shaH secure and, for the durtion Qf the Agreement,
COl1tIi1Uously carr with inurers acceptable to Avista, Commercial General Liabilty inurance with a
minimum single liinit of $2,000;000, to protect against arid .1fni all loss by reasoIi öf injur to
persons or damage 10 property, includg Agency's OW1l workers and all thid persons, and propt.'ry
of A-vísta and all third paries based upon and aring out of the Agency1s operations under this
Agreement, including the operations of subcontractors of any tier. The coverge shall include:
(a) Bodily Injury and Propery Damage Liability;
(b) Contractual Liability;
(c) Products and Completed Operations to extend for a: InilUl of two (2) years past
acceptance or tennIl1ation of the work.
17. Supersede and Cancel Agreeil1ent. This Agrecmeiit sup.ersedes and Cåcels the prior agremeltt
between tliePartiesdesignated Avista Contract No. R-28915.
18. Headings. The headings of Sections of this Agreemeiit are f()rconvelleic~ of reference bn1y, and are
not intended to restrct, atTector he of any weight in tlie iiite.retatibn or constrction of the
provisions of such Sections.
.
_.. "dV)
\ l(;Yì\\l', ~ ,
(Printed Name)~,__. l ì1/(( (,1 d¿VO
(Title)
, I 'C; I e'l(Date)
~ t ~""'\; lll.o\'1
A'il:;~ 0~~ I ;l,;tl
Page 7 of7
StafCDR_054 Attachment A Page 7 of7
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.
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Community Action Partership
124 New 6th Street. Lewiston. 10 83501
[phone]
Monthly Financial Report I Invoice
Contract . Ä\iistaR..35$,63
Perod Ending:
Date Submitted:
12131/09
01113110
I
Approve Currnt YTO Remaining
Desr:r1Dtlon Budaet Emenses EXDendltures Budget
Salaries & Waaes $13,000 $1.372 $10.265 $2,735
. 0(;Frinqe Benefi $3,500 $453 $3359 $141
~Travel $2:150 $2,286 $4.801 -$2,051
0~
Soace Costs $3.550 $478 $4,888 -$1,338
Admin $2.200 $360 $1,687 $513
r.C:cP
&~
(;0~
I ~J'j-:~b Total $25,000 $4.949 $25.000 $0
Remarks:Reauest fol" Reimbursement
ReiiTbursements Reauested YTD $25.000
Reimbursments RecVed YTO $13,155
Reiitbut$ernts Not Reæiv $11.845
Curriit Eicenses Reauésted $4,949
TotlReqiieste $11.845
I certif that the information contained in this statement is coct to the best of my knowledge and that the expenditures
reflected herein were made in accrdance wfh the conditions of thiscontrct.
Please send payment to:~~Zl)o9
Community Action Partnership
Attn: Patricia Soule
124 New 6th Strei
Lewiston, 10 83501 ~Completed By:
Patricia Soule, Fin Prepared for Payment
Approved for Payment
.
Date '! ¡ 'b t 10
(1(\ . ~'.;l~',.-
kDescription ~. it!i!Ill ioo'1 10 o t.t.,,ç,
Project Task Exp.Org.AmountTvie
Oqf1b~t\,'~~V,IO q;i-ç.'l51-1c; t¡ i.i. 5ij
Óq~(j:J'1'o f 11lJ:l Lin e~?;¡p-a ç '7'12. è)
Company FERC Svc.Jur.SL I Amount
001 Dl I
Staff_DR_054 Attchment B Page 1 of 1
L
5-229 (07.01
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
06/0112010
Don Kopczynski
Chrstine McCabe
Communty Relations
(509) 495- 7979
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-055
REQUEST:
Senior Energy Conservation workshops were to be implemented in Idaho in the fall of 2008 but
were not due toa delay in materials arving and tie constraints of the faciltators. Please
provide: (a) the date the program was implemented; b) the number of workshops held in calendar
year 2009; (c) the total number of senior citizens who paricipated in the workshops; (d) the
number of energy conservation kits provided; and (e) the contents of the kits.
RESPONSE:
Due to tie constraints, Senior Energy Conservation workshops were not implemented in 2009.
Five workshops have been scheduled at senior meal sites in Idaho for sumer and early fall 2010.
According to the Meal Site Managers, the estimated attendance for the already scheduled
workshops is approximately 200 - 250 seniors. The Company is in the process of contacting
senior congregant meal sites in Idaho to schedule additional workshops. Each senior will receive
an energy efficiency kits that includes a reusable canvas tote, a polar fleece lap blanet, two
compact fluorescent light bulbs, window plastic kits, an energy use gude, note pad & pen and
v-seaL. Other materials wil be made available for those that need them such as rope caulk, door
sweeps, additional window kits and caulking.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-056
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczynski
Chrstine McCabe
Communty Relations
[phone]
REQUEST:
For each of the past five calendar years (2005-2009), please provide the monthy and anual total
number of residential Idaho customers assisted by the CARS program.
RESPONSE:
The number of residential customers assisted by the CARS program fluctuates monthy and
yearly and can only be quantified on a point in time and is curently not tracked by state and month
as requested above. Below is an anual total, tracked at state level that is available.
~...,......
a ,d. ..' . ..... \.... 'Cf' .
. :J?i?G
.
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-057
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
OS/27/2010
Don Kopczynski
Amanda Reinhardt
Customer Service
[phone]
Since March of 2009, have any of Avista's forms required by the Utilities Customer Relations
Rules (UCRR) been revised? If yes, please provide a copy of those forms and note what changes
were made.
RESPONSE:
Please see Staff PR 057 - Attachment.
The back of the bil changed to include updated Customer Serice hours as well as a change of
address option for customers.
Updates were made to the Company's income guidelines to assist the customer in deterning
energy assistance eligibility as well as the contact information for the agency in their county.
The insert on how to calculate a bil was updated to reflect curent rates.
.
.
.
Contact Us
'FA'www.!lvistaiitilities.com
Slll'd payments to:
Avista
1.111 E. Mission Ave.
Spokane WA f19252.00Ql
Semi correspondence to:
Avista Cusiorrmr SerVltB MSC.34
PO Box 3Tli
Spok;jne. \fi¡\ 99720,3727
Visit ou.r Web site any tìmeat ~yileJ!li.lil'!MQ.m,
Customer Service. .. . . . . . . . . . . . .. . . .. . . . . . . 1-8001227.9187
Montiay through G ,,!!l to 7 ¡tun
Saturòav g-ù.in__- 10 S p.rn
Alter Bours Emergencies. . . . . . . .. , . . . . , . . . . 1-8001 227-9187
TTY Service-
'l,tA ~¡ahu/ uregol1
Washingtòl1. .
CllJrSeNice l1uml'ers IOf the he¡Hintl imti¡¡irüd aie:
H 1 Of 1.18om :rn3529
H8GDI 735.2900
1 .¡80m 833.5388
Translation Service IlflO0!227.91fl7
You can do it yourself.
Sign up lOdav for fme online access 10 your accoun1 at
W'lfý¥.IVistíl,ltili¡le~m. Fas1, secure and convenient, you
can view ú( pay your bil (JnHns; open, close O( transf-e an
account: rnåke a paYi1él1 arrangement and much more.
Take the aá$V road.
Sign up lor Mista and your monthly bìl is do!\vetml
right to your e.maíl 1i.oiJx Visit ~:Y,íl~j¡¡.!.Milt¡es.cQil
1( enrol! ¡¡¡day!
Don't give it a moment's thought.
Automatic Payment Servwe ¡AI'S) automatically tv.ducis
pavmeri of your monthly hili fiom your clieckil1g accm¡ni
nn the same day of Qvmv month No chacks. nu po:nage¡
rl has,,¡e.
Take a closer louk at your energy use,
Our onlino Home Energy Analyzer will asses~ your Muse
for free - learn aliout íriprüvemantsthat can make )iur
l¡ome more energy eliíoiei1 il ~"'ï:~¿.ilYíslautÎlilßljQ1l,
Please pRiNT Auiomôtk Paymem Stir,¡i.e IAPSJ.informatiün br.low fm(1 chockrJiH
AutomliiJc Payment Service (APSl- Eflrollriielll fQml - £sflli~ii tJillmff!tJ
Every little bri adds up.
We oHer 11 number of pcrJ9mms ilnd ru!iatl¡S tor enelll'
effcient equipm¡~l1t you can use iii yuur horne O( business.
V¡sitl'i.~jlttgg\íliiitíes.çQfT wieatn.atJouteligl!i¡iity fm
~OOíl¡t incenHves
Get more baiig for your ~Buck-A.Block7
You tan support the de\'Elopment 01 rnnewiitih.'l energy...
like wind, .goothermal and biol1jilSS powei bv signing
1m fm our BIJck.A.tlioc!, pri:!am. lm¡rn mate at
l.tiY~l~J~Y!.~!Iê E Htüie~._çQ_n.)
Know wliars be!i:w. CaU "8H" before vou dig.
Everi digging job ¡eqtme, ¡; cail - even small (¡¡(¡¡eei;;
like plan1ing Verts (II shltibs. Remember to ca!line naUfJial
'aii" C~II 8,jlorl; You Dig numb,n at least two ¡jill'S belme
yuuÎJeg;¡l any digging ::noject
Everyoiil! needs a hand once ina wbile.
Yoiir domltÎons to Proiect Share make a dìferiincB rn ¡he
lives of yom neighbors, This comml1oiiy.r¡Jfiíad ¡:;n)gram
provides ()flfHimeiimerrency E¡s¡~1a1içiô grants to
households ¡¡ our region.
,¡VAl)H'1t1.1.ì7
box 1m thùr!:v~:rsri sidú Th;mk you
Supply e voided check fmm ~hB(1crwnt yOU wish tn debit
prtk;ise C"'ter
N:cm¡nt NiJmtJ
RQuting NlIml
r¡n RC"Mlift¡ NUt!tisr is. tXiJllii W:ll¡i: left !jf 1!lfk::OL;i!If Niimm.,,
:2 Be surf. to enclose a paymen1 for vcur currem
PaYlTsnt Amount OUt!' iNntë~'j,,'i,:;i; Mf;!' ~m;;M.J:t;;'¡lV t-!-'!''i'~X;li!!!fJ
PhOf¡$ Numb!?,
x
StafCPR_057 Attachment Page 1 of 11
.
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I
.1
Contact Us
wW\,,uivistauti i ities.com
SemI ¡iayimmts to:
ÄvtBta
14'1 t. Miss¡on t\VH.
Sp0käm~ \'/V.t. 99252 -OODl
Send currespOliúelice to:
,'\vista Customer Service MSC-34
PO 80x 3ì2ì
Spokane WA 99220-37-1
Visit um Web site any time atWJ!li1Ul~t¡¡Uiilll"lLll.1.
Customer Service. . . ... .. . . . . .. . .. . . .. . . . .. 1-800) 227.9181
Monday iÎ1rough Friday - 1 am. to 7 pm.
Saturdav - 9 a.m. to 5 p.m.
After Hours Emergencies. .. . . . . . . . . . .' . . . . . 1-0001221.9181
m Service - Our service nurnbers lor the hearing impaired are:
.tjli Idaho.... 7-1-1 or HeDDi 3773529/ OrefJon 1-(800l 1:35.2900
Washington. . . . HaOOi 833-6388
Tnmslatloii SIHvice . . .1-(800) 2279 í 87
~'2~
Vou can do it yourself.
Sign up today for íree online access to your account at
k'üY~N:.QYÜll.ajJ1l1iu.e.iJ'¡1il Fast secure and Gcnvenicnt, you
can VHNv or pay yùur hili oniine: open, dose or transfer an
dcruunt; make a payment arrangmll)nl and much moril.
Taka the easy road.
Sign up tur .!vista 813ill and your lTonthly biU is deiivered
right to your e.maii in.bûx. Visit I'NNJ.avistautilities.CQm
to enroll tmJav!
OOllt give it a Hlomimts tliouglr.
Autormtic Payment Service lAPS) automatically deducts
payment of your monthly bill from your checking or savings
account on the same day oj every mOhth. No checks, no
pGstaÇlB. no hassle
Take ¡¡ closer look at your eiiergy use,
Our oniine Home I:nwgy Analyzer will assess your house
fcv frcu learn about improvements that can make your
home rnaro anergy r;H¡cìBnt at ~y£\y&vístaJjt!Jit¡es&Q.m.
Eiiery little bit adds IIp.
Wa oHm a number oj programs and rehates tor energy-
efficiont equipmcnt you Côn use in your homo or businoss.
Visit :lYlil0gav_Ulti.e,.ccrn to iearn about eligibilitl' for
specific incentives,
Get more bang for your '.Buck-A.alock:'
You can ~,upport the development of renewable energy-
like wind, geothermal and biomass power - by signing
up for our ßuck.Ä.i3ock program. Leani more at
~.¡¡ìlìsliJ.itii.~
Know whiits below. Call Hlll1.. before you dig.
Every digging job requires a call - even small projects
like planrin(1 ,reiis or shrubs. Remember to call the nationai
"811" Cail Betore You Dig number at least two days before
you hegin any digging project.
Everyone needs a hand once in a while.
Your donalìcns to Project Share make a difference in the
lives of your neighbors. This community-fuiiejed program
provides one-timo emerg,mcy assistance grants to
houser~Jlds in our region.
I.... __...___............". ...___..._....._._..... ..._.. "..'_ ...._. ._... ..... ... .__.___. ._____._.. .._..........___._. ._.__._....._._._:-"... .--.--....-....-.-. .........-..----.. ..... ---.. --.".- '''-' - ..__.._._:~:::i:_~~~::_._.___._._._.__..
. Please Pf\l!~T Automatic Payment Service lAPS¡ information below and check the appropriate box on the reverse side. Thank you.
+.
Automatic
i Suppiy a vûided check from tt:e account you wish to debit.
Please enter:
Service ~APSI tl1ml!meiit
Account Number Phone Number ;
2 Be sure to enclose a payment for your curr€nt
Payment Amount Due (NOlI?: ¡.:'teas:; ()If~~¡r,: hi;i( week:: fIJI PI¡.XB~;;;;¡iJl.
x
Sil1nature (fHust match naiTle on uccOlintl
¡):otil f¡'flhcir 1AÙIW''! notke :hú 8lJ\iè sl911ii1Uft' _(tutll'ri;\~!i Äv¡sHi Corp, its SUtI1SSOfS; i:iXl/Ot l:S$igns
't,, èbrt my d~d¡ng/SH¡nr;s account -fr,r my ç..iyment, as tkGlwd üt:x.ws, Of! m i!¡.:uut.th8l~Jh~mat¡r;
Pavmt-;f~t SbiV-:CH (APS) dam fmtaÜ!)1 my hilt In (he 1UWI-i, tM tota! amOl.m !iu') wil iÆm¡wm.r,tically
,1£ihteó. tn the rhGr.hngJsi:ving~ ,1ClcunÚ.ls ¡ndio.it.r;d.
o (Optional) Pleas.e wìthdraw t._.._._.___..______ e:ac-h month from my. accmmt for Project .Share.
RDuting Number
nh~ HtJt.'fJ...~ iV/mr.-l¡ i.t. iocn;!f to il,~ Hft Lif f!ì(¿ AicMlct NJtr'¡w
Checkin~l .~:~~~ Savings Accountor
o of Aildre$s . Píoase indicate
i\drjn)$$
City S,ôte
",,,rn betow tid. ¡¡"., "
Zip Code
!---_.---...--------------.-----------------.-.--..Staff.:PR_O57 ÄttcFinC------ -------------------Page 2 of 11
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JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-058
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczyski
Chrs George
Customer Servce
[phone]
Please provide Avista's curent established servce level goal for its Customer Contact Centers.
RESPONSE:
A vista's curent established service level goal is 80% of calls answered within 60 seconds.
.
.
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
A VU-E-10-01 1 A VU-G-10-01
IPUC
Production Request
Staff-059
REQUEST:
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Serce
[phone]
Please provide actual servce levels that were attaied by month for calendar year 2009.
RESPONSE:
2009
Jan
Feb
Mar
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
48.70%
77.30%
80.80%
79.90%
80.40%
78.40%
80.20%
84.70%
86.80%
82.70%
87.60%
84.40%
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-060
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Servce
[phone]
REQUEST:
Please provide the total number of incoming telephone calls handled by month by the Customer
Contact Centers for calendar year 2009. 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:
2009
Jan 77868 88470 6342 172,680
Feb 59366 81160 3068 143,594.Mar 65750 88433 3686 157,869
Apr 56213 80661 2989 139,863
May 55384 76663 2678 134,725
Jun 72197 85294 3354 160,845
Jul 60792 75090 2376 138,258
Aug 57416 71703 1682 130,801
Sep 57148 68248 1355 126,751
Oct 58080 75509 1693 135,282
Nov 50416 67358 1095 118,869
Dec 65308 71996 1954 139,258
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-0l 1 AVU-G-1O-01
IPUC
Production Request
Staff-061
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Servce
[phone]
REQUEST:
Please provide by month the average call handle times by CSRs in the call centers for calendar
year 2009.
RESPONSE:
2009
Jan 5:43
Feb 6:18
Mar 5:53
Apr 5:50.May 5:29
Jun 5:25
Jul 5:03
Aug 5:31
Sep 5:31
Oct 5:43
Nov 5:54
Dec 5:42
.
.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-062
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Serice
[phone]
Please provide by month the average lengt of time in minutes and seconds that customers
telephoning were placed on hold durng calendar year 2009.
RESPONSE:
2009
Jan 1:58
Feb 2:06
Mar 1:58
Apr 1:59.May 1:53
Jun 1:55
Jul 1:58
Aug 1:54
Sep 1:56
Oct 1:55
Nov 2:11
Dec 2:11
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-063
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05118/2010
Don Kopczynski
Linda Gerais
State & Federal Regulation
[phone]
As of March 2010, how many Idaho Avista customers were signed up to receive their bils through
Avista's e-biling program?
RESPONSE:
The total number of open ebil accounts for Idaho, as of March 31, 2010, was 16,797.
.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-1O-01 1 AVU-G-1O-01
IPUC
Production Request
Staff-064
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Servce
[phone]
By month please provide the total number of CSRs for calendar year 2009.
RESPONSE:
2009
Jan 84
Feb 92
Mar 93
Apr 91
May 101
Jun 99.Jul 95
Aug 95
Sep 92
Oct 112
Nov 113
Dec 105
.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-065
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
05/25/2010
Don Kopczynski
Chrs George
Customer Service
[phone]
REQUEST:
For calendar year 2009, please provide the total number of customers who accessed the IV
system and subsequently elected to speak with a CSR.
RESPONSE:
2009
Jan 84,465
Feb 74,465
Mar 82,686
Apr 74,232.May 70,494
Jun 63,214
Jul 68,236
Aug 65,090
Sep 62,955
Oct 67,313
Nov 58,645
Dec 61,094
.
.
.
.
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-066
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/24/2010
Don Kopczynski
Linda Gervais
State & Federal Regulation
[phone]
When wil Mobile Dispatch be available for its servce personnel servng electrc customers?
RESPONSE:
The Company is curently in the softare development phase of a project to incorporate electrc
serice work into the mobile dispatch system. The project is scheduled to go-live 4th quarer 2010.
.JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
REQUEST:
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-067
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/27/2010
Don Kopczyski
Linda Gervais
State & Federal Regulation
[phone]
For calendar year 2009, please provide by month the number of emails received by the Customer
Servce Center.
RESPONSE:
2009
Jan 2841
Feb 2417
Mar 2189
Apr 2133
May 2819.Jun 6808
Jul 2993
Aug 2456
Sep 2256
Oct 2768
Nov 3012
Dec 2863
.
.
.
.
A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-1O-01 1 AVU-G-10-01
IPUC
Production Request
Staff-068
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
05/25/2010
Don Kopczynski
Linda Gerais
State & Federal Regulation
(509) 495-'975
REQUEST:
Please describe in detail the program offered by A vista wherein property owners or managers
assume responsibilty for payment of bils durg periods of time when property is vacant but
service remais connected. Please provide all forms and letters associated with the program,
including whether the correspondence is manualy or automatically generated. Please provide the
step by step process for how a propery owner or manager "signs up" for the program and any
scrpted information or wrtten contractual agreements that are used by customer servce personnel
at the time of enrollment. Please provide pages from training manuals or online CSR "help" desk
pages regarding the program.
RESPONSE:
Avista refers to the program where landlords can request servce to open automatically between
tenants as "Open Between Tenants" or OBT. The OBT option is available upon request in wrting
or over the phone. When a landlord requests OBT, a customer servce representative adds or
creates a landlord icon that is associated with the address of the premse they are managing. The
landlord information is updated by selecting the OBT check box and indicating the name and
phone number of the person makng the request.
A landlord can cancel OBT at any time by calling or sending a wrtten request. OBT is also
cancelled when property changes hands and the landlord information is removed.
An OBT account opens in the landlord's name when a tenant closes their account and the action is
trggered on the date a tenant closes their account. Once trggered, the landlord's pending "open"
can be viewed on the tenant's closed accunt for 5 days. Durng ths time the landlord is mailed
notification that servce has transfered into their name. The letter also includes the date of
transfer. If a new tenant opens an account at the same premise while the landlord open is pending,
the pending landlord open will drop off and be replaced by the new tenant account.
When OBT is active on a premise, an open will not be trggered when a tenant account is closed
due to disconnection of servce for non-payment. In cases where an account opens to a landlord
though the OBT process and a landlord disputes the date a tenant closed their account, a landlord
may request the newly opened OBT account be closed back to the open date. If a landlord notifies
us the tenant is still occupyig the premise, a letter is sent to the premise requesting the occupant
contact us to open an account or the servces wil be terminated. Please see Staff_PR_068 -
Attachment.
.
.
.
Staff PR 068 - Supporting Documents
Letters
Request for servce application
Open between tenants
CSR reference pages
Landlord Disputes Close or Open Date
Landlord Authorization
Landlord Accounts
Open Between Tenants
Add Existing Landlord Account
Add Landlord to Apt Complex
Change Landlord
Change Management Companes
Commercial Property Ladlord
Create New Landlord
Training Module: Landlord Rentals
Introduction
Obtaining Ladlord Information
Open Between Tenants
OBT Request Form
PC PR 068 Attachment Page 1 of18
.
.
.
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TO opn an acont all 3li~i an Intemiuon or ær plea oc us feaD) 227-9187, or Vlww.avutl1.co.
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PC PR 068 Attachment Page 2 of18
.
.
.
Aw.....
0513108
Acnt Numbe
Re: Ope Betn Tenant NO
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Billig at ym pr (se adre) has be 1nEm to yor naef _' If
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AIl Cust Se ~ are avla to as you Moay lhgh Fñd. 7 am. to 7 p,m.
Paci Tim and Sarday 9, am. to 5 p:. at (8) 227-9187. Or yo ca vi us at ou We si:_.avsllico
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PC PR 068 Attachment Page 3 of18
.
.
.
Landlord Disputes Close or Open Date
Landlord says the tenant did not give us the correct date. to move thern.
. Avista must use the dates given to us by the tenant
. Do not change dates on opens or closes based on the landlord's comments
Scenario: landlord disputes bil in his name between tenants - says tenant didn't move out when she
says she did. Landlord has 2 options: . .. . .... . .. ..
.. Account stays in landlord's name and landlord can dispute directly with their tenant.. .
. Account for landlord closes as of the open date: Avista leaves an SOA at the premise, and if
tenant does not call to change the account, the service is disconnected. CSR would change the
OBT to Info Only, and then change it back to OBT once the close order posts. Remark theaccount. .
November 2004 Avista Utiities
PC PR 068 Attachment Page 4 of18
.
.
.
Starts bil for landlord after a tenant
closes. CSS waits 5 business
days before an open order is
created for the landlord.
Indicates that the landlord does not
want to keep servce on. If the
checkbox is flagged for Shutoff
Between Tenants, closing the
tenant's account will automatically
create a Field Request for Shut Off
Between Tenant. between tenants.
. Commercial Queue has an authorization form that explains the two
options (OBT or Shut off between tenants) and the consequences
of not having OBT set up and a signature line.
. Email account information to commercial queue with a brief
explanation and they wil fax or mail to the customer for you.
Open Between Tenants
9l.i1 n.Qpti9J'tijé'¡i1f\ÇlIÔrÇI.g~J'\
pÎçk. Once we talk to the landlord,
their choice is only between Open
Between Tenants and Shut Off
Between Tenants.
Most commonly used option.
Shut Off Between Tenants An option.
Landlord wants written
information?
Used by Avista when we know the
landlord but have not contacted
him/her about their between tenant
preference.
PC PR 068 Attachment Page 5 of18
.
.
.
PC PR 068 Attachment Page 6 of18
.
.
.
PC PR 068 Attachment Page 7 of18
.
.
.
Add Existing Landlord to Account
Do not open a premise to a Landlord on the tenant's advice only. Always verjfywith the Landlorcbytelephone.
PROCEDURE:
. Open the Cust.o.ff.er Finder. and.. e.....nter..I.he .ow.. . .e.r.' snam... e..ven.'fj th. .a. t......y....o.....u... h....a-.e.th.. .. e.. c. o.r.r .ect.......c. .u.sto. .mer.(.c..h. .eck. p.hon. e
number, middle initial, rnailingaddress). .. ... ...... ... ... ... . . .......... ....... ... .... . . . . ..
. Double click on the correct customer. From the t~rnplateUst on CUst0merÇpntairier selecttheL~n910rdC°ntiner.
. .Create themailingaddressandpressF12........................i i ... .i\ . .. ... ..... .......
. Select Find Premise on the drppç10Wllist unger"Landlprd".e;nter the adçlress Of the rentalpr8P~rt.
. Drag and drop the Servce Address içon intpthe Landlord Container. ... . .............\ ..... ...
. Select the appli cable instrcton tye, enter th.e autorizati Pri dateand the. i nformati on source, and press F 12.
Apnl2l Avisla Utilties
PC YR _068 Attachment Page 8 of18
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Add Landlord to Apartment Complex
PROCESS:
Never assume that the
You may be Jooking at a
. Find the existing landlord or create the Landlord status. . .
. On the Premise Container, highlight all of the apartents and drag the addresses to the Landlord. Container. .. . . ... .
. When the Authorizati on I Notifi cati on wi ndow opens, complete it and press F 12.
. If any of the premises has an existing landlord, an error message appears. Verify that the
information is correct.
Aprìl2007Avista Utilities
PC _ PR _ 068 Attachment Page 9 of18
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Tenant Calls
. If landlord i nformati on exi sts on an address and the tenant gives you owner i nformati on that is
different, document the owner's or manager's name and phone number in a remark.
..Tne tenant may h.ave.i ncorrect i nf.ormati on, so we. need to verify .i nformetion before we make a
change.
Changel.andlord
". -. .-., .....
Landlord Calls. . .
. Transferthe call to Julie t: x 7969, do Il give out personal fax number.
Julie will do this time-consuming task and make sure it is done correctly.
.January 2006 Avista
PC PR 068 Attachment Page 10 of 18
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C hange ..Managel1entCompan ¡es
Clarify who is financially responsible for the bil - the management company or the landlord. That name is
customer name,followed by the mailing address.
Spokane .area address requests are referred to Julie!:o: :i796ß.. Donotgìva out personalJaxnumber.
Do not overwrite the old Landlord information with the newinfOrrnation.lfyoudo,ìt wil change
accounts in error. Delete the landlord authorization, andcreate.a new. landlord for the propert.
January 2006 Avista Utilities
PC PR 068 Attachment Page 11 of18
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form states that after service is disconnected, if the landlord requests it back on within 12
months, they wil be back-biled the minimum charges, in addition to a reconnection fee.
Oregon
Washington
No back.bil of minimum charges or required reconnection fee.
form states that after servce is disconnected, if the landlord requests it back on within 12
months, they wil be back-biled the minimum charges, in addition to a reconnection fee.
PC_PR_068 Attachment Page 12 of 18
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Create New Landlord
When. landlords or their managers calUn tocreate an account torthem bet~entenantsJ it's very impOlantto
also create the landlord icon.
. If the address does not have a la~dlordon the account, add it.
. If the servce address already has a landlord icon, verify with the caller that it's the correct landlord
information.
. Is the Q! status correct?
. Is the landlords information correct. right landlord name, phone and mailing address.
Highlight Customer Finder - right click and select Create.
Select Residential Customer or Business Customer,
enter info and press F12.
From template list select Landlord Container, enter
Landlord mailing address and press F12.
In the landlord container, select Landlord from drop down
list and select Find Premise. Enter Premise Finder with
address of rental property.
Premise Container opens. Drag and Drop the Service
Address icon to the Landlord Container.
Authorization I Notification window opens. Complete it
and press F12.
Open Customer Container. From the Template list, select
the Landlord Container.
Enter the mailing address and press F12.
In the Landlord Container, select Landlord from the drop
down list and select Find a Premise. Type in rental
address.
When the premise Container opens, drag and drop the
service address to the Landlord Container. Complete the
Authorization I Notification box and press F12.
PC PR 068 Attachment Page 13 of18
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Training Module:
Landlord Rentas
LANDLORD RENTALS
INTRODUCTION
Avista Utilties continues to foster and build on its relationship with owners, landlords and
managers. Our goal is to provide accurate bilings to our customers. We ask for timely
notification of changes in tenancy to be able to provide correct and timely biling of
customers.
Rental properties periodically are vacant between tenants. During this time the landlords
have the option to:
Open To Landlord
ShutOff Between Tenants
There are no charges for these services.
705 Landlord Rentals
PC PR 068 Attachment Page 14 of18
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OBTAINING LANDLORD INFORMATION AND
NEW OPEN INFORMATION
A service authorization letter may be sent to landlords to collect a complete and updated
list of rental property addresses when not obtained by phone. The letter will advise us of the
option they choose between tenants. A supply of service applications may be sent to the
landlords along with the service authorization.
When a new renter moves in the landlord may require the renter to complete a service
application which the landlord would mail or fax to Avista Utilties. Landlords also have the
option of closing their account and having their new tenant contact Avista Utilties to open
the new account.
Landlords may call in new open information for tenants. Accounts may not be opened
with the name only (educate landlord). If the open is being entered complete as much
information as is available and follow up with a service application if necessary.
If the account is in the Landlord's name (or previous tenant) and the landlord has the name
only of the new renter, go ahead and close the account. Enter a remark "no open was taken
as landlord had name only". Advise the Landlord if no response to the mailed application (1)
service wil be disconnected or (2) if we
PC PR 068 Attachment Page 15 of 18
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have OBT on account, the account wil revert back to them within five business days.
When the new open date precedes the last read date, we wil open prior to the last read
date.
Do not open the account to the landlord on the tenant's advice only. Verification by
phone to the landlord must be done before the account is opened. Obtain landlord
information from the tenant and attempt to contact the landlord to go over options. If unable
to contact landlord enter information (information only) and refer to the SOA process. This
wil be covered later in the module.
When opening to a landlord make an attempt for complete personal/business information.
Always ask for information for each field. Minimum requirements would be name, mailng
address and telephone number.
Once contact with the landlord has been made, they need to choose an option they would
like for their rentals, open between tenants or disconnect between tenants, do not leave as
information only.
If the landlord is sellng the propert, delete the landlord icon. Open the landlord container,
highlight the address to be deleted (Landlord Rental icon), right click and select delete. This
would be an opportune time to verify other rental properties with the owner.
If there are landlord icons at the same address with different unit numbers do not
assume that the owner on one apartment or condo is the same owner for a second one.
Contact the landlord, verify and add the correct information.
705 Landlord Rentals
PC PR 068 Attachment Page 16 of 18
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OPEN BETWEEN TENANTS
Service is automatically opened to the landlord's name when the renter's accunt is closed.
The landlord is notified by mail, within five working days, that the services will be transferred
to their name including the open date.
The open to the landlord wil hold in "pending" for five business days. This allows us to
delete the open for the landlord if necessary.
If no landlord information exists and you obtain the information, two orders may need to be
completed:
Open for the landlord
Landlord authorization
If the account is already closed when the landlord icon is created, the open for the landlord
wil not be automatically generated. If the close has not posted, the Open order wil be
generated for the Landlord.
Accounts with the Open Between Tenants can stil be disconnected for non-payment. It's
important to educate landlords that we do not advise landlord's of upcoming disconnects
with the Open Between Tenant option.
We must close the renters account the date they request, even if the landlord
disputes the date (regardless of lease or rental contract). We cannot arbitrate
landlord/tenant disputes.
705 Landlord Rentals
PC_PR_068 Attachment Page 17 of18
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Avisla Utilities
1411 EoMiion PO 8..37
Spokane W.stilllOn9937
Telephon. !i
ToU Fr.e im7V-911O
AV'5TA'
Utilties
De
AVista Utilties has you liste as an owner/landlord in our rêCords. Please take a minute to fill out the inforintion
requested to update your account(s). You can return it in th enclosed envelo~ or fax it back to us. Thank you for
your time and your respons.
Ow~r'sFuU Name
Owner's Phòne Number
Mailing address
Manager's Full Name
Manå:ger's Phone Number
We offer two options to our landlords betwen seice to their tenants. Please pick one.
1. Open to Landlord Beteen Tenants- Avista UtiltieswiU automatically open an aCCQuntand begin
billng the landlord when a tenant closes thir account. Avislà Utilities wil send a letter within five days to noify
the landlord of the change.
2. Shut otrBeteen Tenants- Avistà Utilities wìl discnnect the seVice when a tenant close their
account. The landlord wil not be notified.
Please provide all the service addresSes and/or unt niinibérstobe cover.by the option you live chosen.
Service AddresSes:Accunt or Meter Number:
In an effor to make sure the utilities ar trnsferr to your tenant's name whn they moVe in, you may want to have
them fill out one of our applicationS for servce andniåil it backorfax it to ús.
Check here. if you would like a supplyof our applications.
FAX NUMBERS-1 (S()9) 49S4184SpökaneOffêe
1 [phone] Cour D' AJenê Offce
1 (208) 798. i 439 Lewiston Offce
1 (541) 8584792 Medford Offce
An .ffi.. 01 Avi Co.
PC PR 068 Attachment Page 18 of 18
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A VISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
IDAHO
AVU-E-10-0l 1 AVU-G-10-01
IPUC
Production Request
Staff-069
DATE PREPARD:WISS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
OS/27/2010
Don Kopczyski
Linda Gerais
State & Federal Regulation
[phone]
REQUEST:
Under what circumstances does A vista allow a thrd pary (e.g., landlord or propery management
agent) to sign up for service on behalf of the customers who wil be receiving servce and
responsible for their own bil payment? Please provide any wrtten forms or applications for
service that must be submitted to Avista prior to establishing an account for the customer.
RESPONSE:
In compliance with IDAP A 31.21.01 (307), A vista allows a thd par to open serice on behalf of
a customer of record. The person opening the account may be the primary customer on the same
account, a frend, family member or landlord. The person requesting the open must be at least18
years old.
The person requesting the open must provide valid social securty numbers for all account holders
uness they are the landlord of record. A landlord may provide verbal or wrtten verification of the
tenants identification if no Social Securty number available.
For commercial accounts, an application for servce is required. An account is established and
then the application is mailed.
No written forms or applications are required for residential opens uness the person opening the
account does not have the required Social Security information or if Social Security information
canot be verified when required. In these cases, the account wil not be open without a completed
Verfication of Identification form by the customer of record.
An application for servce form is provided to landlords on request to assist in faciltating the
opening of accounts for their tenants.
A thrd par can open servce over the phone though an automated system, or at
ww.avistautilities.com, by speakng to a customer serce representative, or by faxing or mailng
a request.
Please see Staff PR 069 Attachment.
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Staff PR 069 Attachment - Supporting Documents
Employee Resource Pages
EVP - Open Close Transfer
Open Accounts on the Web
Open Orders
Tenant Information Called In By Landlord
Residential Open Call Requirements
Commercial Open Call Requirements
Open a Commercial Account
Application for Service - Commercial Accounts
Red Flag - ID Verification Process
Forms
Residential Application for Service
Staff PR 069 Attachment Page 1 of 18
. EVP - Open Close Transfer
Residential customers can start, stop and transfer service through the automated EVP system.
Feature activated November 20th, 2009.
Commercial customers can close an account over the phone, but are not allowed to open or transfer
service through EVP or Web.~
Customer needs to Authenticate.
IVR wil check to see if there is a pending Close or one has just been processed.
Pending Close: Customer wil be reminded of the date of the pending close. If any of the
information is incorrect, they wil have a chance to go through the Close process and provide new
information.
Processed Close: Customer is reminded about the date the account closed, any balance stil
owing and offered to make a payment (Kubra). They wil also have a chance to update their
forwarding phone number.
If no pending or already closed account, the customer wil be asked to provide:.. Contact phone number
. A closing date
. If on APS, they can pay their final bil using APS or not.
. Forwarding address of the final bil ( or can use the current mailng or premise address)
. Credit code 3 customers with an email address wil be offered a Credit Reference.
Start Service Process
Customer does not need to authenticate
Caller wil be asked if they are providing information for someone else (are they a landlord, for example).
If so, we'll ask for their name and subsequently not speak certain information or ask certain questions
(deposit information, eBiI, APS, Project Share)
Caller wil be asked to provide:
.
. Primary phone number
. Open date
. Whether they are renting or buying
. The new service address (at this point, the IVR does an eligibiliy check. Those not eligible are
transferred to a CSR and Opens that pending are handled differently)
. The mailing address for the new service (use the premise address or a different mailing address)
. Primary customer SSN
. Primary customer name
. Number of people on the account (including the primary customer.) If more than one, we'll get
the co-tenants names too.
Staff_PR_069 Attachment Page 2 of18
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. Asked if the customer has had prior service with Avista. if yes, we'll then get the address. We'll
then do another eligibilty check to see if a deposit is needed.
. If a deposit is needed, then ways to waive it are presented.
Other options wil then be offered
. eBiI (just information to visit the website)
. APS (sign up is possible)
. Project Share
Transfer Service Process
Customer is asked if any names on the account are changing. If so, they are transferred to an agent
Customer needs to Authenticate (at this point, the IVR does an eligibilty check. Those not eligible are
transferred to a CSR and Closes that are pending are handled differently.)
Caller wil be asked if they are providing information for someone else (are they a landlord for example.)
If so, we'll ask for their name and subsequently not speak certain information or ask certain questions
(deposit information, APS, Project Share).
IVR wil check to see if there is a pending Close or one has just been completed.
Pending Close: Customer wil be reminded of the date of the pending close. If any of the
information is incorrect, they wil have a change to go through the Close process and give us new
information.
Completed Close: Customer is reminded about the date the account closed, any balance stil
owing and offered to make a payment (Kubra). They wil also have a chance to update their
forwarding phone number.
If No Pending or already Closed Account: the customer wil be asked to provide:
. A closing date for the old address
. Primary phone number for the new address
. Open date
. Whether they are renting or buying
. The new service address. At this point, the IVR does an eligibilty check. Those not
eligible are transferred to a CSR, pending opens handled differently.
. The mailng address for the new service (use the premise address or a different mailng
address) We'll then do another eligibilty check to see if a deposit is needed.
. If a deposit is needed , then ways to waive it are presented
Other options wil be offered.
. APS (sign up possible)
. Project Share
(EVP Open Close Transfer - END)
Staff_PR_069 Attachment Page 3 of18
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."Open Account on the Web" - End
Staff PR 069 Attachment Page 4 of18
.Open Orders
If all customer information is covered during the call, do not mail out an application for residential service.
Account premise shows "Red Flag" - Follow Red Flag ID process prior to opening account.
.
.
Staff _ PR _069 Attachment
. Customer of record - must be at least 18 years old.
. Friend, roommate, family member, landlord. If landlord,
see info on Landlord Opening Accounts page.
. If the customers has established credit, make sure to
select them as established customers.
. When you find another account for the same customer
and use that view to update the customer's information,
it merges the customer.
. Most customers have good credit - they deserve to have
that reflected on their new accounts
. "Open At" or "Open To Existing" selections do not permit
the previous address to follow to the new open account.
Be sure to update the previous address field on the new
open order.
. If unsure if previous customer (Le., questionable match)
open as "New Customer."
. Customer name. Question for first, middle and last.
. Contact phone number, Current e-mail address
. Full & complete social security number. (if not given,
follow Red Flag ID process prior to opening account)
. Current employer. If unemployed, indicate source of
income, ie, ssi or student
. Date responsible for service (not the date they
completed moving - but the date they assumed
responsibility and started the moving~in process).
. Co-tenant (spouse information), Full name, social
security number, employer and previous address. If no
Social Security available follow Red Flag ID process
. Mailng address - especially on new construction
. On the Open Order indicate the "Information Source".
Open accounts based on information from the new
customer or at the request of a friend, relative or work
associate.
. Information Source. After the open posts, the
Information Source is displayed in the Account
Information Window (within the Misc. Group box).
. Check the address for unbiled usage
. Review the last close date. Question if customer was
responsible during the unbiled period. Rebil the usage
if appropriate.
Page 5 of 18
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. Set an open read if there is a time lapse from the
previous close date to the new open date.
Reinstate if the service is off
Reinstate if the service is on
. If a payment is required prior reconnecting service for a
new customer and the customer is not making payment
at the time of open, remark account and have account
come to your attention in seven days. If customer does
not make a payment close account back to the open
date, no charge
. If balance located on previous accounts. Address full
balance, ask for payment. transfer or reinstate as
applicable.
. From the Customer menu list you can select "Duplicate
Customer View". Open the Personal or Co-Tenant icon
and this selection wil display the Duplicate Customer
List view. This function can be used to query the
database for same name or social security number at
anytime.
IPUC is not specific about a letter
OPUC requires a new customer letter
WUTC requires a new customer letter
To be consistent and for verification purposes, please mail
the new customer letter to customers in all states that are
new to Avista.
Please delete the new customer letter if customer has had
previous service with Avista to control excess postage costs.
Review the last close date; question if the customer was
responsible during the unbilled period.
If the premise is on TWACS, request a read to set the opening
read. TWACS records wil show what the electric meter read on
that day.
Follow the Deposit Guidelines.including options for payment.
If a customer chooses to not provide their Social Security number or if they do not have a Social Security
number, follow the protocol under Red Flag - ID Verification Process. Avista needs a VID form and
application. Avista no longer asks for the customer's date of birth in lieu of a Social Security number.
StafC PR _069 Attachment
"Open Orders" - End
Page 6 of18
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Tenant Information Called in by Landlord
Encourage Landlords to fax multiple opens to our office. Offer to mail a tablet of Residential applications
or refer them to our website. However, always take the time to process their information when they call if
that's their preference
Taking time to work through the opens with the landlords strengthens the strong relationships
that weve built, leading to high customer satisfaction.
Please refer HUD opens to Julie Herro, x7969. Do not give out her personal fax.
PROCEDURE:
. Landlords call in new open for tenant.
Has name only
. Cannot open account - educate landlord. Accounts must have more than the
name to open them,
. Close previous account
. Remark closed account "No open taken as landlord had name only." *Note
the new tenant's name and move-in date.
. Advise the landlord that if we get no response to a mailed application for
service, that the service wil be disconnected or biled to the landlord if they
have OBT authorization.
. If the owner wants the service to remain on, remark the account that "the
account wil reopen if the tenant doesn't calL. The owner was educated."
. If the Landlord does not want the account to revert back to their name, mark
the landlord icon as Information Only. After the account closes, change this
back to Open Between Tenants.
. Send a 24-hour notice to the new tenant that service wil be disconnected if
no new open is received.
Does not have Social Security Number
. We can accept the landlord's word verbally that they verified the applicant's identity.
. Document on the account the ID source used to verify this, such as a passport
number or drivers license number.
. Also ask the landlord for the tenant's date of birth if they have it, and note it in a
customer remark for future verifcation purposes. (No Red Flag VID form required.)
Has more than just name
. Get all of the info the landlord has
. Create open with available information and follow up with a service
application if needed.
. Close account for previous tenant
Can't verify the landlord
. Request a VID Verification form to confirm the identity of the tenant of Tax ID# from
the landlord to verify we are actually speaking to the landlord prior to accepting their
word.
New landlord or has few rentals
. If Avista has no established relationship with the landlord - has few rentals or is a
new owner - please verify tenant info via the VID.
"Tenant Information Called in by Landlord" ~ End
Staff PR 069 Attachment Page 7 of18
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.
.(Residential Call Open Requirements - End)
Staff PR 069 Attachment Page 8 of 18
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.
.
"Commercial Call Open Requirements" - End
StafCPR_069 Attachment Page 9 of18
.
.
Open a Commercial Account
Requested Information I
Open Date Date lease was signed or purchase date.
Business Type exactly as customer requests
Name
Parent List if has corporation name
Company
Mailng Most businesses have one, may be able to group for mail
Address
E-Mail
Address
Offer E-Bill
Comment What business does, such as Salon, Espresso, stand
Telephone Main business phone number
Number
Alternate Accounts Payable contact number
Phone
Business Sole Proprietor, Private Corp, LLC, Landlord, etcly
Financial Owners full name and under title enter SSN# with dashes
Responsibilty
Tax ID .Federal Tax number, enter as 91-087603 with dash; Could also contain
UBI & SSN (no dashes).A UBI number is a 9-digit number that is sometimes called a tax
registration number, a business registration number, and a business
license number.
Deposit Required on all new or prior poor pay business customers, not required if
Idaho,under $50, see Commercial Deposit for exceptions.
Oregon,
Washington
Search for Search Customer Finder for previous accounts, if prior balance on closed
previous account, email Kym.Lewis-Stiles(§avisacorp.com
accounts
Set Read Set Read if lapse of time from previous close and new customer open.
Commercial Advise customer and maiL.
Application
Document Who requested the open, ok for landlord to open.
Info Source
Verify If revenue class appears incorrect, email
Revenue commercialaccounts(§avistacorp. com
Class
. "Open a Commercial Account" - End
Staff PR 069 Attchment Page 10 of 18
.Application for Service - Commercial Accounts
Please do not order commercial applications for residential accounts, determined by the meter
revenue class, not the name of the account.
Required for:
. Every Commercial Open at all
premises (see exceptions)
. Name Changes - Same owners
. Remove an officer or owner -
refer caller to the commercial
group.
Process:
.Name Change Process:
Blanket Application:
CSS Tracking:
Completed Applications:
Customer Requests Application to be
faxed to them:.
Exceptions:
. Revenue Class 01 (Residential)
. Existing Landlords
. Existing Contractors
. Existing Banks
. Existing Management Companies
. Government Agencies
. Existing Large Corporations with Multiple Accounts
. "Blanket Application on File" listed on account
Commercial application can be ordered when opening a
commercial account by check marking the 0 Send
Application.
Generally, the commercial application wil be ordered from
the drop down menu.
. From the customers account, select Templates
. Select Letter
. Do not adjust pre-populated date
. Letter Type - Choose Commercial Application
. Advise Customer they wil receive the application
To have the application stamped Name Change
. Do not order the commercial application
. Email commercial queue and they wil create and stamp
the commercial application "Name Change". If Name
change is a change of ownership, please do an
open/close.
No longer requesting Blanket Applications.
. If application does not come back completed - CSS
tracks the account. If application is not received within
21 business days, a second application is automatically
generated.
. If the second application does not come back
completed - CSS tracks the account. If not returned
within 15 days, the accunt is sent to an Unfinished
Task List for the group to review.
Customers can return their commercial application by:
. FAX to 509-777-5858 or
. Mail to: Attn. Commercial Accounts Analyst
Avista Utilties MSC-34
PO Box 3727
Spokane, VV A 99220-3727
email commercial queue and they wil fax and follow for you,
-or-
. Fax Commercial Application to customer (be sure and
write account number on letter)
. Note account it has been faxed.
Staff PR 069 Attachment Page 11 of18
.
.
.
Has the commercial application been
returned?
. Watch account, if not received back in a week, order
commercial application by maiL.
From the account container:
. Open the letter icon.
. If more than one letter was mailed, choose the
Commercial Service application and double click.
. If there is a date in "Received Date", the commercial
application has been received.
. If blank or a date in "Return Date", it has not been
received.
. If no letter icon, contact commercial queue x4717
"Open a Commercial Account" - End
StafCPR _069 Attachment Page 12 of18
.Application for Service - Commercial
Accounts
Please do not order commercial applications for residential accounts, determined by the meter
revenue class, not the name of the account.
Required for:
. Every Commercial Open at all
premises (see exceptions)
. Name Changes - Same owners
. Remove an officer or owner -
refer caller to the commercial
group.
Process:
.
Name Change Process:
Blanket Application:
CSS Tracking:
Completed Applications:
.Customer Requests Application to be
StafCPR 069 Attachment
Exceptions:
. Revenue Class 01 (Residential)
. Existing Landlords
. Existing Contractors
. Existing Banks
. Existing Management Companies
. Government Agencies
. Existing Large Corporations with Multiple Accounts
. "Blanket Application on File" listed on account
Commercial application can be ordered when opening a
commercial account by check marking the 0 Send
Application.
Generally, the commercial application wil be ordered from
the drop down menu.
. From the customers account, select Templates
. Select Letter
. Do not adjust pre-populated date
. Letter Type - Choose Commercial Application
. Advise Customer they wil receive the application
To have the application stamped Name Change
. Do not order the commercial application
. Email commercial queue and they wil create and stamp
the commercial application "Name Change". If Name
change is a change of ownership, please do an
open/close.
No longer requesting Blanket Applications.
. If application does not come back completed - CSS
tracks the account. If application is not received within
21 business days, a second application is automatically
generated.
. If the second application does not come back
completed - CSS tracks the account. If not returned
within 15 days, the account is sent to an Unfinished
Task List for the group to review.
Customers can return their commercial application by:
. FAX to 509-777-5858 or
. Mail to: Attn. Commercial Accounts Analyst
Avista Utilties MSC-34
PO Box 3727
Spokane, VVA 99220-3727
email commercial queue and they wil fax and follow for you,
Page 13 of18
.
.
.
faxed to them:
Has the commercial application been
returned?
-or-
. Fax Commercial Application to customer (be sure and
write account number on letter)
. Note account it has been faxed.
. Watch account, if not received back in a week, order
commercial application by maiL.
From the account container:
. Open the letter icon.
. If more than one letter was mailed, choose the
Commercial Service application and double click.
. If there is a date in "Received Date", the commercial
application has been received.
. If blank or a date in "Return Date", it has not been
received.
. If no letter icon, contact commercial queue x4717
"Application for Servce - Commercial Account" - End
Staff PR 069 Attachment Page 14 of18
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Red Flag - ID Verification Process
Use the ID Verification Process when you are unable to verify an applicant's identity or are
receiving conflcting information regarding an identity.
Accurint search identifies Red Flag o Social Security number does not
match the name provided
o Multiple names match the Social
Security number provided
o Information needed to verify identity is
not provided by search
Suspicious behavior during the call or is
documented in account remarks.
Customer is uncomfortable providing their
Social Security number.
Suspicious behavior
Customer chooses not to provide their Social
Security number
Add Red Flag Premise remark Go to:
Premise Container (not Account Container)
Template Menu
Premise Remark
Type: Red Flag
Remark: Enter a reason and document the
customer information that was provided.
Expiration Date: leave this blank... CSS wil
determine it.
If Red Flag Premise remark is added in error,
the Support Team can delete it. All other
remarks wil be deleted once the documents
have been reviewed. If applicable, the
remarks may stay on the account for historical
tracking.
Inform customer that documentation is
required
Explain the next steps to the customer:
. 2 forms of identification are required
. Must be notarized - banks are one
place to find a notary.
. Application must be completed.
Obtain customer information:
Staff PR 069 Attachment Page 15 of 18
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.
.
Receive documentation
. Name
. Phone number
. Fax, email or mailng address to send
the form and application to.
. If Avista needs to mail the form to the
customer, email
cssupport~avistacorp.com the
customets information and they wil
mail the form. Link to form.
Advise the customer that Avista will contact
them within 4 business hours of receiving the
necessary paperwork to complete the
application process. (This could be the
following business day.)
o Documentation should be returned to
back offce at [phone] or to
cssupport~avistacorp.com
o The Support Team wil call the
customer and complete the open
order.
Example of Verbiage:
Open: In order to complete the open I wil need to have you complete and return a form. Do you have a
fax or email I send the form to you at? The ID Verifcation Form and application must be completed,
notarized, and returned to our offce. You will need 2 pieces of ID to present to the notary.
Co-Tenant: In order to get you added to the account I will need to have you complete and return a form.
Do you have a fax or email I send the form to you at? The ID Verifcation Form and application must be
completed, notarized, and returned to our office. You will need 2 pieces of ID to present to the notary.
Additional Example: We need to have the form completed in order to comply with Federal Legislation
that requires us to verify the identiy of our customers prior to opening an account.
The Fair and Accurate Credit Transactions Act of 2003 is the basis of Red Flag. This anti-
identity theft act became effective November 1, 2008.
The Federal Trade Commission (FTC) monitors this act.
From the FTC Website:
The Red Flags Rule is an anti-fraud regulation, requiring "creditors" and "financial institutions"
with covered accounts to implement programs to identify, detect, and respond to the warning
signs, or "red flags," that could indicate identity theft. The financial regulatory agencies, including
the FTC, developed the Rule, which was mandated by the Fair and Accurate Credit Transactions
Act of 2003 (FACTA). FACTA's definition of "creditor" includes any entity that regularly extends or
renews credit - or arranges for others to do so - and includes all entities that regularly permit
deferred payments for goods or services. Accepting credit cards as a form of payment does not,
by itself, make an entity a creditor. "Financial institutions" include entities that offer accounts that
enable consumers to write checks or make payments to third parties through other means, such
as other negotiable instruments or telephone transfers.
Staff PR 069 Attachment Page 16 of 18
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.
.
Under the Rule, the definition of "creditor" is broad, and includes businesses or organzations
that regularly provide goods or serces first and allow customers to pay laterA Examples of
groups that may fall within this definition are utilties, health care providers, lawyers,
accountants, and other professionals, and telecommuncations companes.
"Red Flag ID Verification Process" - End
Staff PR 069 Attachment Page 17 of18
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'WISTII"S'2.. (03-1
RESIDENTIAL APPLICATION FOR SERVICE
Please return completed appicon to Avista -Utilities within 5 days.
1411 ElIstMíssíon
P'Q. Box 3727
Spokane. WA 99220-3721
Wt.8vistutitres,com
Please prjnt
1. Have you ever had an accunt with Avist Utilites in the past Q Yes Q No
If yes. at what address?
2. If you currently have servce wi Avista Utifties. should we close your accunt? 0 Yes Q No
If yes. wht is the date your service should be closed? Date:
Address:
Oate Responsible for 5erìe
I
Adre of Serv You Ar Apply For
E-mH Addre
I
Ho do you want to mc your bin?
!
o MaR o Ov \! Inleet~. -MaIling Addre am Is To ae Sent To (if diferent tlan serv addres)..cDe.s cis_rNa (FiISt)(Midle)(last)
I Sôl Sllri Number
!l(.
He_Phone
I ce ( MessgePho
If Renti, landrds Name. Adress & Phone Num
ia~a Renti
Spoe or Rooat.s Name (Ft)(Middle)(last
I Socl Seri NumbeSII
I ce (Mess Pho
e Hom Pho
e0
~-Additl Rocii.s Name (FilS (Middle)(last)
I Socl Seri Number
CD.,::
&HerrePhone
I Celli Mess Phon
//
I understad tht any misl'pl'nttlon of cretihimatlon on this application WILL reult In tenninatlòlandlor denial of service.
I lWeI will be held responsible for usage until th date Avlsta utlities is notiéd of ciosing.
Signature Date
For your convenience. you may apply for service by
faxing this completed form to 509-mo9S06
or visit our website at ww.avlsutllities.com
or call us at 1-800-22709187.
"Residential Application for Servce" End
Staff PR 069 Attachment Page 18 of 18
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A VISTA CORPORATION
RESPONSE TO REQUEST FOR INORMTION
JUSDICTION:
CASE NO:
REQUESTER:
TYE:
REQUEST NO.:
DATE PREPARD:
WITSS:
RESPONDER:
DEPARTMNT:
TELEPHONE:
IDAHO
AVU-E-10-01 1 AVU-G-10-01
IPUC
Production Request
Staff-070
REQUEST:
05/27/2010
Don Kopczynski
Mike Broemeling
System Dispatch
[phone]
Since March of 2009, has Avista made any changes or enhancements to its Outage Management
Tool (OMT)? If so, please provide a description of those changes.
RESPONSE:
Yes, the following are enhancements made to the Company's Outage Management Tool (OMT)
since March 2009:
. Trouble Reports - A trouble report (example: a report printed if a customer were to report a
line down at an intersection rather than a street address). An enhancement made to the
system for these types of orders now creates an electronic trouble report directly into the
OMT system. This allows for improved tracking and assignent to the field crews.
. Tracking of "Problem Customers" on OMT - If a customer has been identified as a
"Problem Customer" in our Customer Serce System, a specific icon is displayed in OMT
showing the location. Ths should reduce the safety risk to Company personneL.
. "Ping" Electrc Meters - A prototype fuctionality allows the Company to manually
"ping" electrc meters to verfy their status, e.g. power on/off in the rual areas that are
sered by TW ACS~ meters. When fuly implemented, ths fuction will allow the
Company dispatch to analyze outages with greater accuracy and to know definitively if
there is power to the meter. This wil also greatly reduce or eliminate customer outage calls
that Avista responds to that are on the customer side ofthe meter.