20150909AVU to Staff 100.docx

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATIONJURISDICTION:IDAHODATE PREPARED:09/04/2015CASE NO.:AVU-E-15-05/AVU-G-15-01WITNESS:Don KopczynskiREQUESTER:IPUCRESPONDER:Galen LorenzTYPE:Production RequestDEPARTMENT:Customer ServiceREQUEST NO.:Staff-100TELEPHONE:[phone]REQUEST:
Please provide the Company’s performance objectives for handling incoming calls.RESPONSE:Avista’s Customer Service performance objective goal, otherwise known as Service Level or Grade of Service, is to answer eighty percent (80%) of incoming calls within 60 seconds.