20150909AVU to Staff 101.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-101TELEPHONE:[phone]REQUEST:
What steps does the Company take if it fails to meet its performance objectives?RESPONSE:Avista’s performance objective goal of answering 80% of calls within 60 seconds, otherwise known as Service Level or Grade of Service, is reported daily, weekly, monthly, and annually to the Customer Service Management team. In addition, a weekly review of the previous week’s Service Level is conducted with the Customer Service Management team and the Scheduler.Any failure to meet the Service Level is discussed to understand the reason why it occurred. Any future adjustments or actions needed to meet the Service Level going forward are also discussed and agreed upon. Adjustments or actions may include, but are not limited to the following: 1) increase shift hours for part-time employees, 2) make necessary revisions to forecasted call volumes and staffing needs, 3) re-prioritize non-phone work to have more resources available to answer customer phone calls, 4) provide additional training or tools in an effort to reduce the Average Handle Time of phone calls, and 5) hire additional Customer Service Representatives.