20230109Staff 48-71 to INT.pdf

CLAIRE SHARP
DEPUTY ATTORNEY GENERAL EDIDAHOPUBLICUTILITIESCOMMISSION
PO BOX 83720 '-9 PM I:33BOISE,IDAHO 83720-0074
[phone]
IDAHO BAR NO.8026
Street Address for Express Mail:
11331 W CHINDEN BLVD,BLDG 8,SUITE 201-A
BOISE,ID 83714
Attorney for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF INTERMOUNTAIN GAS )COMPANY'S APPLICATION FOR )CASE NO.INT-G-22-07
AUTHORITY TO INCREASE ITS RATES AND )CHARGES FOR NATURAL GAS SERVICE IN )THIRD PRODUCTION
THE STATE OF IDAHO )REQUESTOF THE
)COMMISSION STAFF
)TO INTERMOUNTAIN GAS
)COMPANY
The Staff of the Idaho Public Utilities Commission,by and through its attorney of record,
Claire Sharp,Deputy Attorney General,requests that Intermountain Gas Company ("Company")
provide the followingdocuments and information as soon as possible,but no later than
MONDAY,JANUARY 30,2023.
This Production Request is to be considered as continuing,and Intermountain Gas
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 or
information produced.
Please provide answers to each question,supporting workpapers that provide detail or are
the source of information used in calculations,and the name,job title,and telephone number of
the person preparing the documents.Please also identify the name,job title,location,and
telephonenumber of the record holder.
THIRD PRODUCTION REQUEST
TO INTERMOUNTAIN GAS COMPANY l JANUARY 9,2023
In addition to the written copies provided as response to the requests,please provide all
Excel spreadsheets and electronic files with formulas intact and enabled.
REQUESTNO 58:Please describe the self-help options that are available to customers
using the Company's Interactive Voice Response system.Please provide the utilization rate for
each available option for the past three years (2020,2021 and 2022).
REQUESTNO.59:Please describe the self-help options that are available to customers
using the Company's website.For each of the past three years (2020,2021,and 2022),please
provide the utilization rate for each available option and the percentage of Idaho customers that
have established an online account?
REQUESTNO.60:Please provide the Company's performance objectives for handling
incoming calls.
REQUESTNO.61:What steps does the Company take if it fails to meet its
performance objectives?
REQUESTNO.62:Please provide the number of incoming calls handled by the
customer service call center by month for each of the past three years (2020,2021 and 2022).
REQUESTNO.63:Please provide the number of abandoned calls to the customer
service call center by month for each of the past three years (2020,2021 and 2022)."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.
REQUESTNO.64:Please provide the average speed of answer for the customer
service call center by month for each of the past three years (2020,2021 and 2022)."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 INTERMOUNTAIN GAS COMPANY 2 JANUARY 9,2023
REQUESTNO.65:Please provide the service level for the customer service call center
by month for each of the past three years (2020,2021 and 2022)."Service level"is the
percentage of calls answered within a certain number of seconds,e.g.,80%of calls answered
within 20 seconds.
REQUESTNO.66: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 (2020,
2021 and 2022).
REQUESTNO.67:Please provide the average response time for e-mail transactions by
month for each of the past three years (2020,2021 and 2022)."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.
REQUESTNO.68:Please provide the average handling time by month for each of the
past three years (2020,2021 and 2022)."Average handling time"is the average amount of time
(usuallyexpressed 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).
REQUESTNO.69:Please provide the first call resolution rate by month for each of the
past three years (2020,2021 and 2022)."First call resolution rate"is the percentage of calls
where the transaction,inquiry or complaint is resolved upon initial contact with the Company.
REQUESTNO.70:Please provide an update on each Action Item listed in the
Stipulation and Settlement approved in Commission Order No.35492 in Case No.INT-G-22-01.
If any Action Item has not been completed,please explain why.
REQUESTNO.71:Please provide all documents and reports related to all safety audits
performed on the Company from 2017 to present date.
THIRD PRODUCTION REQUEST
TO INTERMOUNTAIN GAS COMPANY 3 JANUARY 9,2023
DATED at Boise,Idaho,this day of January 2023.
Claire Sharp
Deputy AttorneyGeneral
i:umise:prodreq/intg22.7csIc prod req 3
THIRD PRODUCTION REQUEST
TO INTERMOUNTAIN GAS COMPANY 4 JANUARY 9,2023
CERTIFICATE OF SERVICE
I HEREBY CERTIFY THAT I HAVE THIS 9'"DAY OF JANUARY 2023,
SERVED THE FOREGOING THIRD PRODUCTION REQUESTOF THE
COMMISSION STAFF TO INTERMOUNTAIN GAS COMPANY,IN CASE
NO.INT-G-22-07,BY E-MAILING A COPY THEREOF,TO THE FOLLOWING:
LORI BLATTNER PRESTON N CARTER
DIR -REGULATORY AFFAIRS GIVENS PURSLEY LLP
INTERMOUNTAIN GAS CO 601 W BANNOCK ST
PO BOX 7608 BOISE ID 83702
BOISE ID 83707 E-MAIL:[e-mail]
E-MAIL:[e-mail] [e-mail]
CHAD M STOKES
CABLE HUSTON LLP
1455 SW BROADWAY
STE 1500
PORTLAND OR 97201
E-MAIL:cstokes cablehuston.com
[e-mail]
SECRE RY
CERTIFICATE OF SERVICE