200305301st Response of INT to Staff.pdf

EXECUTIVE OFFICES
INTERMOUNTAIN GAS COMPANY
555 SOUTH COLE ROAD. P.O. BOX 7608 .. BOISE, IDAHO 83707 . [phone] . FAX: [phone]
May 30 2003
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2: Reply Comments of Intermountain Gas Company to the First Production Request of the
Commission Staff
Case No. INT-03-
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Ms. Jean Jewell
Commission Secretary
Idaho Public Utilities Commission
472 W. Washington St.
P. O. Box 83720
Boise, ID 83720-0074
Dear Ms. Jewell:
REQUEST NO.How many residential level Pay customers did IGC have at the end of
calendar year 2002?
RS-1 10,140 customers on level pay as of 12/31/02
RS-30,028 customers on level pay as of 12/31/02
Total: 40.168
REQUEST NO.How many residential customers were served at the end of calendar year
2002?
215 673 residential customers as of 1/7/03
REQUEST NO.What is the Company s plan of action to deal with additional incominq callsto the Customer Service Center asa consequence of the proposed priceincrease?
For those customers who choose not to do business on our web site and need to
communicate with our Customer Service Representatives "face-to-face
Intermountain maintains 7 customer service locations in our service territory.
Customers desiring telephone contact can reach Intermountain Gas Company via
the telephone, between 7:00 a.m. to 7:00 p., Monday through Friday. Our
customers who phone in with their questions will speak directly with a Customer
Service Representative without the need to navigate through a maze of recorded
selections.
The Intermountain Gas Company Customer Service Center did experience higher
call volumes during the last price increase. In many cases during peak call
periods, customers waited an average of 1.5 minutes in order to talk to a
representative. Currently, as we experience those peaks, our telephone system
Reply Comments
Page 2
May 30, 2003
advises customers of their approximate wait time, so they may choose to call back
at a more convenient time. Intermountain has added three additional full-time
Customer Service Representatives this past year. Intermountain also has
two full-time temporary positions acting as back up to our permanent staff. In our
local offices, we have identified three "remote agent sites , to assist the Customer
Service Center on a part-time basis during peak call volume periods. Additionally,
we have retired Customer Service Representatives who have agreed to assist
during peak call volumes, if needed. As a footnote, our Call Center has received 4
calls as of May 29, 2003 regarding our proposed price increase.
REQUEST NO.Does the Company accept customer complaints and inquiries via e-mail
and/or fax? If so, what is the process used to respond to these complaints
and inquiries?
Intermountain Gas Company does receive communication from our Customers via
e-mail. Our "Reps." respond to customer e-mails within 24 hours. We also have
a Fax machine located in the Call Center. Questions received via facsimile
transmission are routed to the appropriate individual and are responded to in a
timely manner.
Should you have questions regarding the above responses, please contact Terri Shoen, Director of
Customer Services at 377-6075.
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ichael r/MC
Director
Market Services & Regulatory Affairs
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