20121203Staff 86-100 to Avista.pdf

KARL T. KLEIN
WELDON B. STUTZMAN
DEPUTY ATTORNEYS GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
P0 BOX 83720
BOISE, IDAHO 83720-0074
[phone]/334-0318
IDAHO BAR NOS. 5 156/3283
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AHC PUBLk
U 1ILITIES M.MISS.ION
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5918
Attorneys for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF THE APPLICATION
OF AVISTA CORPORATION DBA AVISTA
UTILITIES FOR AUTHORITY TO
INCREASE ITS RATES AND CHARGES FOR
ELECTRIC AND NATURAL GAS SERVICE
IN IDAHO.
CASE NO. AVU-E-12-08
AVU-G-12-07
SIXTH PRODUCTION
REQUEST OF THE
COMMISSION STAFF TO
AVISTA CORPORATION
The Staff of the Idaho Public Utilities requests that Avista Corporation (Company;
Avista) provide the following documents and information as soon as possible, by MONDAY,
DECEMBER 24, 2012.
This Production Request is to be considered as continuing, and Avista is requested to
provide, by way of supplementary responses, additional documents that it or any person acting
on its behalf may later obtain that will augment the documents produced.
Please provide answers to each question, including supporting workpapers that provide
detail or are the source of information used in calculations. The Company is reminded that
responses pursuant to Commission Rules of Procedure must include the name and phone number
of the person preparing the document, and the name, location and phone number of the record
SIXTH PRODUCTION REQUEST
TO AVISTA 1 DECEMBER 3, 2012
holder and if different the witness who can sponsor the answer at hearing if need be. Reference
IDAPA 31.01.01.228.
In addition to the written copies provided as response to the questions, please provide all
Excel and electronic files on CD with formulas activated.
REQUEST NO. 86: Please provide the actual monthly service levels reached by
Avista' s Customer Service Call Centers (Call Centers) for the calendar year 2011 and to date in
2012.
REQUEST NO. 87: Please provide the total number of incoming telephone calls
handled by month by the Call Centers for the calendar year 2011 and to date in 2012. For each
month provide a breakdown by the following categories: a) IVR handled calls; b) Customer
Service Representative (CSR) handled calls; and c) abandoned calls.
REQUEST NO. 88: Please provide by month the average call handle times per CSR in
the Call Centers for the calendar year 2011 and to date in 2012.
REQUEST NO. 89: Please provide by month the average length of time in minutes and
seconds that customers placing calls to the Call Centers were placed on hold during calendar
year 2011 and to date in 2012.
REQUEST NO. 90: By month in calendar year 2011 and to date in 2012, please provide
the number of customers who accessed Avista's Enterprise Voice Portal (EVP) and subsequently
elected to speak with a CSR.
REQUEST NO. 91: Please provide by month for the year 2011 and to date in 2012, the
percentage of abandoned calls to Avista's Call Centers.
REQUEST NO. 92: Please provide by month in calendar year 2011 and to date in 2012,
the average speed of answer, in seconds, by CSRs in the Call Centers.
SIXTH PRODUCTION REQUEST
TO AVISTA 2 DECEMBER 3, 2012
REQUEST NO. 93: Please provide by month for the calendar year 2011 and to date in
2012, the total number of emails received by the Company's Webmail group in the Call Centers.
For each month, please provide the average response time.
REQUEST NO. 94: Regarding the collection of residential deposits, Staff understands
that Avista now follows these guidelines: 1) applicants who have not had prior service with
Avista are not required to pay a security deposit; 2) an applicant who has been a prior customer
of Avista and owes an unpaid bill will not be required to pay a deposit if the old bill is paid in
full prior to connection; 3) an existing customer that has been disconnected for nonpayment will
not be required to pay a deposit if the past due balance is paid in full prior to reconnection; and
4) a deposit will be requested in the event of fraud or theft of service by a customer.
If Staff's understanding of Avista' s policy is not correct, please provide a detailed
explanation of Avista' s current residential deposit policy.
REQUEST NO. 95: In Idaho, what is the total number of residential deposits currently
being held by Avista and what is the total dollar amount of those deposits? Please provide this
information by the following categories: electric accounts, gas accounts, and combination gas
and electric accounts, with the total numbers of accounts and dollar amounts for each of those
categories.
REQUEST NO. 96: Please describe Avista's current policy regarding how Idaho's
customers are informed about the availability of medical extensions. Please provide any
employee reference and training materials explaining how to identify and assist customers that
may qualify for a medical extension.
REQUEST NO. 97: Please provide a detailed explanation of Avista's landlord program
referred to as Work Bench. Please provide employee reference and training materials addressing
this program.
SIXTH PRODUCTION REQUEST
TO AVISTA 3 DECEMBER 3, 2012
REQUEST NO. 98: Please provide forms, letters, contracts (written or online) that are
available for use by or provided by the Company to landlords, property managers or tenants who
apply for service with Avista.
REQUEST NO. 99: Staff understands that Avista has changed its policy with respect to
who is authorized to open or close a customer account. Currently, opening and closing orders
are only taken from the customer of record or his/her legally-authorized representative, e.g.,
someone granted a Power of Attorney. If this is not correct, please provide a detailed
explanation of Avista' s policy.
REQUEST NO. 100: Reference Mr. Scott Kinney's direct testimony, page 54. Please
provide the following regarding Avista's vegetation management program:
a.All studies, reports, analyses, etc. regarding Avista' s Performance Excellence
Initiative wherein suggested changes to the Company's contracting practices are
addressed.
b.All studies or calculations addressing Avista' s decision to enter into a new vegetation
management contract in 2012.
C. Schedules showing actual vegetation management costs by FERC account for each
month beginning January 2009 to date. Also include detailed breakdown for each utility
operation, jurisdiction, project type, task name, and provide a description of the tasks.
d. Schedules showing 2012 budgeted vegetation management costs by month by FERC
account. Also include detailed breakdown for each utility operation, jurisdiction, project
type, task name, and provide a description of each type of task or project.
SIXTH PRODUCTION REQUEST
TO AVISTA 4 DECEMBER 3, 2012
Dated at Boise, Idaho, this day of December 2012.
Karl T. Klein
Deputy Attorney General
Technical Staff: Marilyn Parker/86-99
Kathy Stockton/100
i:umisc:prodreq/avuel28_avugl2.7kkmpkls prod req6
SIXTH PRODUCTION REQUEST
TO AVISTA 5 DECEMBER 3, 2012
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 3RD DAY OF DECEMBER 2012,
SERVED THE FOREGOING SIXTH PRODUCTION REQUEST OF THE
COMMISSION STAFF TO AVISTA CORPORATION, IN CASE NOS. AVU-E-12-08
& AVU-G-12-07, BY E-MAILING AND MAILING A COPY THEREOF, POSTAGE
PREPAID, TO THE FOLLOWING:
DAVID J MEYER
VP & CHIEF COUNSEL
AVISTA CORPORATION
P0 BOX 3727
SPOKANE WA 99220-3727
E-MAIL: [e-mail]
DEAN J MILLER
McDEVITT & MILLER LLP
P0 BOX 2564
BOISE ID 83702
E-MAIL: [e-mail]
PETER J RICHARDSON
GREGORY M ADAMS
RICHARDSON & O'LEARY
515 N 27' STREET
BOISE ID 83702
E-mail: [e-mail]
greg(richardsonandoleary.com
ELECTRONIC SERVICE ONLY:
Howard Ray
Clearwater Paper Corporation
[e-mail]
BRAD M PURDY
ATTORNEY AT LAW
2019N 17TH ST.
BOISE ID 83702
E-mail: [e-mail]
KELLY 0 NOR WOOD
VP STATE & FED REG
AVISTA CORPORATION
P0 BOX 3727
SPOKANE WA 99220-3727
E-MAIL: [e-mail]
LARRY A CR0 WLEY
THE ENERGY STRATEGIES
INSTITUTE INC
5549 S CLIFFSEDGE AVE
BOISE ID 83716
E-MAIL: [e-mail]
DR DON READING
6070 HILL ROAD
BOISE ID 83703
E-MAIL: dreadingmindspring.com
BENJAMIN J OTTO
IDAHO CONSERVATION LEAGUE
710N. 6TH ST
BOISE ID 83702
E-mail: botto(idahoconservation.org
KEN MILLER
SNAKE RIVER ALLIANCE
BOX 1731
BOISE ID 83701
E-mail: kmillersnakeriveralliance.org
'7
SECRETAY
CERTIFICATE OF SERVICE