20170725Staff 31-45 to AVU.pdf

BRANDON KARPEN
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
(208) 334-03s7
IDAHO BAR NO. 7956
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CASE NO. AVU-E-I7-OI
AVU-G-17-01
Street Address for Express Mail
472 W. WASHINGTON
BOISE, IDAHO 83702-5918
Attomey for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITTES 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 THIRD PRODUCTION
REQUEST OF THE
COMMISSION STAFF TO
AVISTA CORPORATION
The Staff of the Idaho Public Utilities Commission requests that Avista Corporation
(Company) provide the following documents and information as soon as possible, by
TUESDAY, AUGUST 15, 2017.
This Production Request is continuing, and the Company 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, 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 holder
and if different the witness who can sponsor the answer at hearing if need be. Reference IDAPA
31.0t.0t.228.
THIRD PRODUCTION REQUEST
TO AVISTA
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JULY 25,20171
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. 3l: For the on-site audit July 31,2017, please make a copy of Avista's
Idaho Kilowatt Hour License Tax Statements for 2015 and 2016 available for review.
REQUEST NO. 32: For the on-site audit July 31,2017, please make a copy of Avista's
Idaho Depreciation Schedule available for review.
REQUEST NO. 33: Please provide the Company's performance objectives for handling
incoming calls.
REQUEST NO. 34: What steps does the Company take if it fails to meet its
performance obj ectives?
REQUEST NO. 35: Please provide the number of incoming calls handled by the
customer service call center by month for each of the past three years (2015,2016, and YTD
2017).
REQUEST NO. 36: Please provide the number of abandoned calls to the customer
service call center by month for each of the past three years (2015,2016, and YTD 2017).
"Abandoned calls" are calls that reach the Company's incoming telephone system, but the
calling party terminates the call before speaking with a customer service representative.
REQUEST NO. 37: Please provide the average speed of answer for the customer
service call center by month for each of the past three years (2015,2016, and YTD 2017).
"Average speed of answer" is the interval (typically measured in seconds) between when a call
reaches the Company's incoming telephone system and when the call is picked up by a customer
service representative.
THIRD PRODUCTION REQUEST
TO AVISTA 2 JULY 25,2017
REQUEST NO. 38: Please provide the service level for the customer service call center
by month for each of the past three years (2015,2016, and YTD 2017). o'Seryice level" is the
percentage of calls answered within a certain number of seconds, e.g., 80o/o of calls answered
within 20 seconds.
REQUEST NO. 39: Please provide the average number of busy signals reached by
parties calling the customer service call center by month for each of the past three years (2015,
2016, and YTD 2017).
REQUEST NO. 40: Please provide the average response time for e-mail transactions by
month for each of the past three years (2015,2016, and YTD 2017). "Average response time" is
the average number of hours from receipt of an e-mail by the Company to sending a substantive
response; auto-response acknowledgements do not count as a substantive response.
REQUEST NO. 41: Please provide the average handling time by month for each of the
past three years (2015,2076, and YTD 2017). "Average handling time" is the average amount
of time (usually expressed in minutes) it takes for a customer service representative to talk with a
customer plus any additional "off-line" time it takes to complete the transaction or fully resolve
the customer's issue(s).
REQUEST NO. 42: Please provide the first call resolution rate by month for each of the
past three years (2015,2016, and YTD 2017). "First call resolution rate" is the percentage of
calls where the transaction, inquiry or complaint is resolved upon initial contact with the
Company.
REQUEST NO. 43: Please provide budgeted and actual transfers-to-plant by project
and by year from 2015 through20lT on a total system basis. For 2017, please include budgeted
and actual transfers-to-plant by project and by month to the present date.
REQUEST NO. 44: Please provide an accounting of and explain the difference between
the $9,000,000 transfer-to-plant value shown in the Little Falls Plant Upgrade business case
THIRD PRODUCTION REQUEST
TO AVISTA 3 JULY 25,2017
(Exhibit No. 4, pg 36) for 2018 compared to the 516,444,000 transfer-to-plant value in the 2018
Capital Additions Detail Table (Exhibit No. 11, pg. 3).
REQUEST NO. 45: Please provide natural gas forward prices of all hubs used in
AURORA for January 2018 to December 2018, contract months on settlement dates from
January I,2017, through the present.
T(yDated at Boise, Idaho, this day of July 2017.
Deputy Attorney General
Technical Staff: Molly Trippl3l-32
Daniel Klein/33-42
Michael Eldredl43-44
Yao Yin/45
i:umisc:prodreq/avue I 7. I _avug I 7. I bkmtdkmeyy prod req3
THIRD PRODUCTION REQUEST
TO AVISTA 4 JULY 25,2017
CERTIFICATE OF SERVICE
I HE,REBY CERTIFY THAT I HAVE THIS 25TH DAY OF JULY 2017,
SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE
COMMISSION STAFF TO AVISTA CORPORATION, IN CASE NOS. AVU-E.I7-
OI/AVU-G-L7-OI, BY E-MAILING AND MAILING A COPY THEREOF, POSTAGE
PREPAID, TO THE FOLLOWING:
KELLY O NORWOOD
VP STATE & FED REG
AVISTA CORPORATION
PO BOX 3727
SPOKANE WA99220-3727
E-MAIL: [e-mail]
avi stadockets@ avi stacorp. com
PETER J RICHARDSON
GREGORY M ADAMS
RICHARDSON ADAMS PLLC
5I5 N 27TH STREET
BOISE TD 83702
E-MAIL: [e-mail]
gre g@richardsonadams. com
ELECTRONIC ONLY
CLEARWATER PAPER CORP.
caro l. hau ge n@cle arw aterpaper.!qm
[e-mail]
j ohn j acobs@,clearwaterpaper.com
davi .com
nathan. smith@clearwaterpaper. com
RONALD L WILLIAMS
WILLIAMS BRADBURY
PO BOX 388
BOISE ID 8370I
E-MAIL: ron@,williamsbradbury.com
LARRY A CROWLEY
THE ENERGY STRATEGIES INSTITUTE
5549 S CLIFFSEDGE AVENUE
BOISE ID 83716
DAVID J MEYER
VP & CHIEF COI.]NSEL
AVISTA CORPORATION
PO BOX3727
SPOKANE W A 99220-3727
E-MAIL : [e-mail]
DR DON READING
6070 HILL ROAD
BOISE ID 83703
E-MAIL: [e-mail]
BRAD M PURDY
ATTORNEY AT LAW
2019 N ITTH ST
BOISE ID 83702
E-MAIL: bmpurdy@,hotmail.com
DEAN J MILLER
3620 E WARM SPRINGS
BOISE ID 837I6
E-MAIL: [e-mail]
E-MAIL Lcom
CERTIFICATE OF SERVICE
MATTHEW A. NYKIEL
ID CONSERVATION LEAGUE
PO BOX 2308
I02 S EUCLTD #207
SANDPOINT ID 83864
E-MAIL: [e-mail]
CERTIFICATE OF SERVICE