20160915Staff 35-64 to INT.pdf

KARL T. KLEIN
SEAN COSTELLO
DEPUTY ATTORNEYS GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]/334-0312
IDAHO BAR NOS. 5156/8743
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5918
Attorneys for the Commission Staff
RECEIVED
~'~l f.(C:-')l 5 pi12:30 ~J l l,\ ....... _, l
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF INTERMOUNTAIN GAS )
COMP ANY'S APPLICATION TO CHANGE ITS )
RATES AND CHARGES FOR NATURAL GAS )
SERVICE. )
)
)
)
) ___________________ )
CASE NO. INT-G-16-02
THIRD PRODUCTION
REQUEST OF THE
COMMISSION STAFF TO
INTERMOUNT AIN GAS
COMPANY
The Staff of the Idaho Public Utilities Commission requests that Intermountain Gas
Company (Intermountain Gas; Company) provide the following documents and information as soon
as possible, and no later than THURSDAY, OCTOBER 6, 2016.
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 IDAP A
31.01.01.228.
THIRD PRODUCTION REQUEST
TO INTERMOUNT AIN GAS SEPTEMBER 15, 2016
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. 35: Please provide the workpapers and data used to develop the regression
equations and zero cost computation described in Exhibit 19.
REQUEST NO. 36: Please provide the source data, workpapers, and an explanation for the
methods and rationale used to derive the demand, customer, and commodity allocators used in the
workpapers at "EXTERNAL, Exhibit 20 -23.xlsx."
REQUEST NO. 37: Please provide units for the quantities used to derive demand,
customer, and commodity allocators used in the workpapers at "EXTERNAL, Exhibit 20 -23.xlsx."
REQUEST NO. 38: Please explain the methodology and provide workpapers used to
determine the weighted customer allocators at "EXTERNAL, Exhibit 20 -23.xlsx."
REQUEST NO. 39: Please provide the procedures and policies used by the Company to
determine MDFQ.
REQUEST NO. 40: Please provide the Company 's performance objectives for handling
incoming calls.
REQUEST NO. 41: What steps does the Company take if it fails to meet its performance
objectives?
REQUEST NO. 42: Please provide the number of incoming calls handled by the customer
service call center by month for each of the past three years (2014, 2015 and YTD 2016).
REQUEST NO. 43: Please provide the number of abandoned calls to the customer service
call center by month for each of the past three years (2014, 2015 and YTD 2016). "Abandoned
THIRD PRODUCTION REQUEST
TO INTERMOUNT AIN GAS 2 SEPTEMBER 15, 2016
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. 44: Please provide the average speed of answer for the customer service
call center by month for each of the past three years (2014, 2015 and YTD 2016). "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.
REQUEST NO. 45: Please provide the service level for the customer service call center by
month for each of the past three years (2014, 2015 and YTD 2016). "Service level" is the
percentage of calls answered within a certain number of seconds, e.g., 80% of calls answered within
20 seconds.
REQUEST NO. 46: 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 (2014, 2015 and
YTD 2016).
REQUEST NO. 47: Please provide the average response time for e-mail transactions by
month for each of the past three years (2014, 2015 and YTD 2016). "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. 48: Please provide the average handling time by month for each of the
past three years (2014, 2015 and YTD 2016). "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).
THIRD PRODUCTION REQUEST
TO INTERMOUNT AIN GAS 3 SEPTEMBER 15, 2016
REQUEST NO. 49: Please provide the first call resolution rate by month for each of the
past three years (2014, 2015 and YTD 2016). "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. 50: When did Intermountain Gas implement its previous customer care
and billing system? What was the total cost of that system?
REQUEST NO. 51: What was the total cost to Intermountain Gas to convert to MDU's
current customer care and billing system?
REQUEST NO. 52: Please provide the cost/benefit analysis performed by Intermountain
Gas in its consideration of whether to convert to MDU's platform?
REQUEST NO. 53: Please identify areas in which functionality was lost through the
conversion, e.g., decreased ease of use by Customer Service Representatives, more difficulty or lack
of ability to update or customize the system to meet Intermountain Gas ' needs, etc.
REQUEST NO. 54: Please provide the number of complaints made directly to the utility in
2015 and YTD 2016 pursuant to Rules 401 and 402 of the Commissions Utility Customer Relations
Rules, the general nature of their subject matter, how received (in person, by letter, etc.), and
whether a Commission review was conducted. Did the Company change its practices or modify its
bill statements or other public documents, website or IVR in re_sponse to its analysis of those
complaints? If so, please explain the changes and/or modifications made.
REQUEST NO. 55: Please provide the number and total dollar amount of deposits the
Company is currently holding for residential and commercial accounts. Please report the numbers
based on the reason the deposit was requested (termination of service, misrepresentation of identity,
damages, unauthorized service, failure to pass credit screen, indebted household, new commercial
customer, bankruptcy) and the customer's rate schedule.
THIRD PRODUCTION REQUEST
TO INTERMOUNTAIN GAS 4 SEPTEMBER 15, 2016
REQUEST NO. 56: Please provide the audit parameters the Company uses to detect
slowing or stopped meters. How often are reports reviewed, and within what time frame are field
investigations conducted and corrective action taken if necessary?
REQUEST NO. 57: The number of customer payments sent to the Commission instead of
directly to the Company increased significantly in 2016. Has the Company noted this trend and
looked into what may be causing customers to send payments to the wrong address?
REQUEST NO. 58: For each of the past three years, how many customers have
participated in the Residential Space Heating Equipment Rebate under current Rate Schedule ER?
REQUEST NO. 59: Please provide total expenditures for the Residential Space Heating
Equipment Rebate program for each of the past three years. Please separately identify rebate
amounts for each year.
REQUEST NO. 60: Does the Company intend either to cancel or revise Rate Schedule ER
if the Commission accepts the Company's proposed DSM Program?
REQUEST NO. 61: Does the Company intend to update its line extension policy to reflect
the rate of return authorized by the Commission in this case (INT-G-16-02)?
REQUEST NO. 62: Please describe in detail how the Company determines if existing
customers are on the correct rate. How often are billing audits conducted? Do the audit methods
vary by customer class (residential/commercial/industrial)? If so, please describe the variations.
REQUEST NO. 63: Does the Company regularly review commercial customer accounts to
determine whether the customer should be moved to a different rate schedule? If so, how often are
accounts reviewed?
REQUEST NO. 64: For CY2015, please provide the number of customers moved to a
different rate schedule, listing both the previous and new rate schedule assigned.
THIRD PRODUCTION REQUEST
TO INTERMOUNT AIN GAS 5 SEPTEMBER 15, 2016
DA TED at Boise, Idaho, this /( .P,-day of September 2016.
Technical Staff: Mike Morrison/35-39
Daniel Klein/40-57
Johnathan Farley/58-64
i:umisc:prodreq/intgl6.2kkscmmdkjf prod req3
THIRD PRODUCTION REQUEST
TO INTERMOUNT AIN GAS
Sean Costello
Deputy Attorney General
6 SEPTEMBER 15, 2016
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 15TH DAY OF SEPTEMBER 2016,
SERVED THE FOREGOING THIRD PRODUCTION REQUEST OF THE
COMMISSION STAFF TO INTERMOUNTAIN GAS COMPANY, IN CASE
NO. INT-G-16-02, BY MAILING A COPY THEREOF, POSTAGE PREPAID,
TO THE FOLLOWING:
MICHAEL P McGRATH
DIR -REGULA TORY AFFAIRS
INTERMOUNT AIN GAS CO
PO BOX 7608
BOISE ID 83707
E-MAIL: [e-mail]
RONALD L WILLIAMS
WILLIAMS BRADBURY
1015 W HAYS ST
BOISE ID 83702
E-MAIL: [e-mail]
CERTIFICATE OF SERVICE