20170801AVU to Staff 33.pdf

AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
AVU-E- I 7-0 I /AVU-G- I 7-0 1
IPUC
Production Request
Staff - 033
DATE PREPARED: 0712612017WITNESS: Kevin Christie
RESPONDER: Shawn Bonfield
DEPARTMENT: State & Federal Regulation
TELEPHONE: (s09) 49s-2782
REQUEST:
Please provide the Company's performance objectives for handling incoming calls. What steps
does the Company take if it fails to meet its performance objectives for such calls?
RESPONSE:
Our objective for handling incoming calls is to answer 80% of calls within 60 seconds. This
objective is known as our "service level" or "Grade of Service (GOS)."
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