20141117Avista to Staff 1-23.pdf

Avista Corp.
14'11 East Mission P.O.Box3727
Spokane. Washington 99220-0500
Telephone [phone]
TollFree 800-727-9170
Corp.
November 13,2014
Idaho Public Utilities Commission
472W. Washington St.
Boise,lD 83720-0074
Attn: Karl T. Klein
Deputy Attorney General
Re: Production Request of the Commission Staffin Case No. GNR-U-14-01
Dear Mr. Klein,
Enclosed are an original and three copies of Avista's responses to IPUC Staffs production
requests in the above referenced dockets. Included in this mailing are Avista's responses to
production requests I - 23. The electronic versions of the responses were emailed on llll3ll4.
If there are any questions regarding the enclosed information, please contact Paul Kimball at
[phone] or via e-mail at [e-mail]
Sincerely,Z=24
Paul Kimball
Regulatory Analyst
Enclosures
CERTIFICATE OF SERVICE
I HEREBY CERTIFY that I have this 13th day of November,2014, served a true and
correct copy of Avista's responses to Staffs Production Requests, in GNR-U-14-01,
upon the following parties, by mailing a copy thereof, properly addressed with postage
prepaid to:
Jean D Jewell, Secretary
ldaho Public Utilities Commission
Statehouse
Boise, lD 83720-5983
Jean. iewell@puc. idaho. gov
Lee Flinn
AARP ldaho
3080 E. Gentry Way
Meridian, ldaho 83642
[e-mail]
Lisa D. Nordstrom
ldaho Power Company
1221 West ldaho Street
P.O. Box 70
Boise, ldaho 83707
Telephone : [phone]
Facsimile: [phone]
I nordstrom @ ida hopower. com
Lynn Young
AARP ldaho
3080 E. Gentry Way
Meridian, ldaho 83642
[e-mail]
Christina Zamora
CAPAI
3350 W. Americana Terrace, #360
Boise, !D 83706
[e-mail]
Daniel E. Solander
Rocky Mountain Power
201 South Main Street, Suite 23OO
Salt Lake City, Utah 84111
Telephone: (801 ) 220-4014
Facsimile: (801 ) 220-3299
daniel. solander@pacificorp. com
AYISTA CORPORATION
RESPONSE TO REQTTEST f,'OR rI\EORMATTON
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQT,jEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Statr-l
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
ty0sl20t4
Linda Gervais
Amy Jones
Customer Service
(soe) 49s-799r
REQT]EST:
For calendar year 2013, please provide the nunrber of field disconnection visits made to the
premises of customers. How many of these visits were made to non-residential customers?
RESPONSE:
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AYISTA CORPORATION
RESPONSE TO REQTJEST FOR INTORMA'.TTON
JURISDICTION:
CASENO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Statr-2
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tt/0512014
Linda Gervais
Amy Jones
Customer Service
(509) 49s-7eer
REQIIEST:
For calendar year2}l3,please provide the number of customers who had field disconnection visits
made to their premises two or more times. How many of these customers were non-residential
customers?
RESPONSE:
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AVISTA CORPORATION
RESPONSE TO REQTJEST ['OR INFORMA'TrON
JURISDICTION:
CASENO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
StafF3
DATE PREPARED:
WTINESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05t20t4
Linda Gervais
Amy Jones
Customer Service
(soe) 49s-7991
REQUEST:
For calendar year 2013, please provide the nunrber of (a) residential customers and (b)
non-residential customers who paid at the door at the time of the disconnection visit.
RESPONSE:
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR TNFORMATTON
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUESTNO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-4
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Amy Jones
Customer Service
(soe) 49s-7991
REQUEST:
For calendar year 2013, please provide the number of scheduled disconnections that were
cancelled by an on-site employee who had concerns about the impact of disconnection on the
customer's health and/or safety.
RESPONSE:
The on-site employees who canceled scheduled disconnections listed the following as concerns
about the impact of disconnection on the customer:
Moratorium;
Winter Payment Plan;
Life Support;
Emergency Medical Certificate;
Family Emergency (out of town for); and
CARES.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR TNFORMATION
ruRISDICTION: IDAHO DATE PREPARED: ll/05/2014
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Statr-s TELEPHONE: [phone]
REQTIEST:
Please provide the number of call attempts routinely made by the Company to each affected
customer prior to disconnection of service.
RESPONSE:
In addition to the bill, and two mailed collection notices, the Company makes two phone call
attempts to reach the customer prior to disconnection.
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AVISTA CORPORATION
RESPONSE TO REQI]EST FOR INT'ORMATION
ruRISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-6
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
1v0st20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 49s-7eet
REQTIEST:
What steps has the Company taken to validate the telephone numbers it has on file for customers?
RESPONSE:
Any time a customer contacts the Company, their contact information is verified. This verification
includes telephone numbers.
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
ruRISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Staff-7 TELEPHONE: [phone]
REQUEST:
Does the Company electronically notifr customers of pending disconnection of service? If so,
please explain: (l) how the notification occurs (timing, whether by e-mail or text message, etc.);
and (2) whether electronic notification is in addition to or in lieu of sending written notices via US
Mail.
RESPONSE:
The Company does not currently notify customers of pending disconnection of services
electronically.
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AVISTA CORPORATION
RESPONSE TO REQITEST FOR INFORMATION
JURISDICTION: IDAHO DATE PREPARED: llll3l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUESTNO.: Staff-8 TELEPHONE: [phone]
REQUEST:
Please provide the current cost of a visit to a customer premise in Idaho for the purpose of
disconnecting and reconnecting service? Is there a difference in cost between a disconnection visit
and a reconnection visit?
RESPONSE:
The costs will vary based on where the Company disconnects a customer, such as at the meter or at
the pole. The cost of a field visit to a customer premise for the purpose of disconnecting and
reconnecting service is on average $15 if it is completed in an urban setting, but can be as much as
$50 in a rural setting. Generally there is no difference in cost between a disconnection visit and a
reconnection visit during normal business.
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AYISTA CORPORATION
RESPONSE TO REQTIEST FOR INFORMATION
ruRISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-9
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20r4
Linda Gervais
Amy Jones
Customer Service
(so9) 49s-7991
REQUEST:
If the requested rule exemption is approved, under what circumstances will the Company's
employees accept payment from a customer during the employee's visit to the customer's
premises?
RESPONSE:
If remote disconnection is available at a customer's premise, there would no longer be an
employee in the field to collect payment. In addition to the traditional methods of paying by check
or money order through the United States mail, pay stations, or drop boxes, or paying by cash at
pay stations, the Company also offers customers the options of online payment through the
Company's website and pay-by-telephone. Some of these methods, such as online payment and
pay-bytelephone, provide almost immediate account updating and the customer can make the
payment without leaving their home.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR TNFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-10
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 49s-7991
REQUEST:
The Petitioners have expressed concem about employee safety and the risk posed by knocking at
the door before disconnecting service and accepting payment in lieu of disconnection. Assuming
that the degree of risk varies from customer to customer, what factors (e.9., customer behavior,
payment history, service location, etc.) increase risk? Please also provide: (1) a copy of any risk
analysis or formal study that has been performed by or on behalf of the Company; and (2) any
other evidence on which the Company bases its concerns about employee safety and risk.
RESPONSE:
Customer behavior and our interactions with them are the primary drivers for determining the level
of risk posed when knocking on a customer's door before disconnecting service or accepting
payment in lieu of discorurection. When a risk or concern has been identified by an employee
(field or Customer Service Representative), the customer's account is flagged in the Company's
Customer Information System. Examples that would lead to a customer's account being flagged
as a safety concern are the following: if the customer has verbally or physically threatened an
employee or the Company; if the customer has dangerous dogs; and if the premise has been known
to be dangerous in the past or have issues with law enforcement. The Company has not performed
a risk analysis or formal study on this topic or had one performed on its behalf. As mentioned
above, the Company's concem regarding employee safety and risk are based on past experience
and interactions with customers.
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AVISTA CORPORATION
RESPONSE TO REQ[TEST FOR INFORMATION
ruRISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUESTNO.: Staff-ll TELEPHONE: [phone]
REQUEST:
For calendar year 2013, how many documented, customer-related safety incidents have occurred
when a Company employee has visited a customer's home for the purpose of disconnecting the
customer? Please provide a breakdown of the types of incidents.
RESPONSE:
The Company has no documented injuries or safety incident reports completed for calendar year
2013. However, in 2013 there were 30 new customers who were identified as a safety concern per
the examples provided in the Company's response to Staff_PR_I0.
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AVISTA CORPORATION
RESPONSE TO REQIiEST FOR INFORMA',TION
JURISDICTION:
CASENO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR.U.I4.OI
IPUC
Production Request
Staff-12
DATE PREPARED:
WTINESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tUosl20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 4es-7eet
REQUEST:
Howmanymeters withremote disconnecUreconnectcapability are installed at customerpremises?
Please provide a breakdown by customer class (residential and non-residential) and selection
criteria.
RESPONSE:
Two or more field collection visits
or disconnect notices in 12 months
Two or more field collection visits
or disconnect notices in 12 months
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AYISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
ruRISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUESTNO.: Staff-l3 TELEPHONE: [phone]
REQTJEST:
Of the locations identified in the previous question, how many are served under a master-metering
arangement? How many of the meters are installed at locations where the customer received
LIHEAP benefits during the past 12 months?
RESPONSE:
Of the locations identified in the Company's response to Sta[PR_I2, none ofthe customers were
served under a master-metering arrangement and 35 customers received some form of energy
assistance.
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AVISTA CORPORATION
RESPONSE TO REQIIEST FOR INX'ORIvIA*TION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQI,IESTNO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-14
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 4es-79e1
REQTJEST:
Using the most current dataavailable, please provide a breakdown of the type of disconnect device
(T\MACS; Nighthawk/l way communication; Nighthawk/2 way communication) installed.
RESPONSE:
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AYISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
ruRISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-15
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Linda Gervais
State & Federal Regulation
(s09) 49s-497s
REQUEST:
Does the Company's intend to continue using the same criteria specified in Case No.
AW-E-07-09 for identiffing locations where a meter with remote disconnection/reconnection
capability will be installed? If not, please explain what criteria the Company intends to use.
RESPONSE:
Based on the pilot results in the above referenced Case, with the exception of Avista CAREs
customers, the Company would request that the criteria for selection of customers be at Avista's
discretion based on safety, collection activity and access to customer property, as well as rural
areas where there is no Outside Serviceman rather than the criteria specified in the pilot. I
The Company would also commit to maintain its current notification process that advises
customers that they have a remote device. Customers that are still participating in the pilot
continue to see the benefits of having their power restored faster than those that rely on traditional
visits from field personnel.
I Pilot criteria included:o Limit of 600 collars;o The collar allowing remote disconnection and reconnection of service be installed at an eligible customer's
premises in the event of a third field collection visit or disconnection during the preceding twelve (12) month
period; ando That CARES customers be automatically excluded from selection for participation in the pilot program.
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AVISTA CORPORATION
RESPONSE TO REQITEST FOR INI'ORMATION
ruRISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Linda GervaisTYPE: Production Request DEPARTMENT: State & Federal Regulation
REQUESTNO.: Staff:16 TELEPHONE: [phone]
REQUEST:
For customers with remote disconnect/reconnect meters, does the Company intend to continue to
charge those customers 50% of its authorized reconnection fees? If not, please explain.
RESPONSE:
Yes, the Company recognizes the savings of not having to send a field representative to
disconnect, only to refurn to reconnect once the customer has satisfied payment and will continue
to charge customers 50% of the authorized reconnection fee.
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AVISTA CORPORATION
RESPONSE TO REQUEST F'OR INFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-l7
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
rU05l20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 49s-7991
REQUEST:
When a customer closes an account at a location where the Company has installed a meter with
remote disconnect/reconnect capability, does the Company allow the meter to remain in place? If
the targeted customer moves to a new location within the Company's seryice territory, does the
Company install a meter with remote disconnect/reconnect capability at the customer's new
location? Does the Company move a meter with remote disconnecUreconnect capability to a
different location if a customer no longer meets, or a subsequent customer does not meet, the
selection criteria for this type of meter?
RESPONSE:
Yes, the Company removes the remote collar when a customer closes an account and/or no longer
meets the selection criteria. If the customer moves to a new location within the Company's service
territory and still meets the selection criteria, the remote collar will be installed at the new location.
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AYISTA CORPORATION
RESPONSE TO REQIIEST FOR INFORMATION
ruRISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-18
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tl/0512014
Linda Gervais
Amy Jones
Customer Service
(509) 49s-7991
REQUEST:
Since the Company has identified employee safety as a concern, please explain why the Company
feels it is necessary for an on-site employee to knock on the door before disconnecting service at
locations where remote connect/disconnect capable meters have not been installed.
RESPONSE:
The Company follows the rules set forth in IDAPA 31.21.01.311.04 - Opportunity to Prevent
Termination of Service, which requires employees to identiff themselves and state the purpose of
their field visit prior to terminating service. The Company believes it is safer to knock on the door
and notiff the customer of work or disconnection being performed than it is to simply perform the
work without the customer's knowledge. Employees on a customer premise must weigh the risks
involved and choose the approach they feel will be the safest. The Company will continue to do
this in the future at all premises where remote disconnection is not available.
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AVISTA CORPORATION
RESPONSE TO REQITEST F'OR INFORMATTON
ruRISDICTION: IDAHO DATE PREPARED: 1110512014
CASE NO: GNR-U-14-01 WITNESS: Don Kopczynski
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUESTNO.: Staff-Ig TELEPHONE: [phone]
REQUEST:
If the requested rule exemption is granted, Idatro Power plans to make field visits during the winter
moratorium to knock on the customer's door before disconnecting the customer for nonpayment,
regardless of meter type. Has Avista considered taking that step as well in its service territory?
Does the Company prefer to establish a consistent no-knock policy throughout the year?
RESPONSE:
Avista has not considered taking this step in its service territory; the Company does not disconnect
customers who claim winter moratorium. As provided in PR_Staff 18, the Company will
continue to knock at all premises where remote disconnection is not available.
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AVISTA CORPORATION
RSSPONSE TO REQUEST FOR INFORMATION
JUzuSDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-20
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 49s-799r
REQUEST:
Please provide the Company's unit cost for a meter with remote disconnect/reconnect capability.
RESPONSE:
The unit cost for a meter with remote disconnect/reconnect capability fluctuates based on the
number of meters ordered and the classification of the meter. For example, in the Company's
Pullman Washington Demonstration Project, Openway meterl cost was approximately $110. A
TWACs meter with integrated disconnect is approximately $250.
Page I
rApproximately
AVISTA CORPORATION
RESPONSE TO REQUEST FOR INFORMATION
JURISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Staff-2l TELEPHONE: (s09) 49s-7991
REQUEST:
Please provide the Company's unit cost for a meter without remote disconnect/reconnect
capability.
RESPONSE:
The unit cost for a meter without remote disconnect/reconnect capability also fluctuates based on
the number of meters ordered and the classification of the meter. Residential meters used in the
Company's Idaho service area cost approximately $35-$45 a meter.
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AVISTA CORPORATION
RESPONSE TO REQUEST FOR TNFORMATION
ruRISDICTION: IDAHO DATE PREPARED: lll05l20l4
CASE NO: GNR-U-14-01 WITNESS: Linda Gervais
REQUESTER: IPUC RESPONDER: Amy JonesTYPE: Production Request DEPARTMENT: Customer Service
REQUEST NO.: Staff-zz TELEPHONE: [phone]
REQUEST:
For calendar year 2013, please provide the total number of remote disconnections by month and
reason for disconnection, following the format used in Company witness Gervais' Exhibit No. 1,
Schedule 2, Illustration No. 3, page 7 .
RESPONSE:
-- ,l :'-.: ...:",".: -.' l flfArlii lifitr !$Hlil q,Aif,i ii$,i illutii$IAud]l ,.9!lt"t1t '.l6',t+iNotil
BROKEN PAYMENT
ARRANGEMENT 1 L
NON PAYMENT
BALANCE 9 L2 19 27 16 16 9 10 20 15 9 9 155
RETURNED
cHECK/PAYMENT L 1
BALANCE&DEPOSIT 7 1
Total 9 L2 19 22 15 15 9 10 21.15 9 10 168
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AVISTA CORPORATION
RESPONSE TO REQTTEST FOR TNFORMATION
JURISDICTION:
CASE NO:
REQUESTER:
TYPE:
REQUEST NO.:
IDAHO
GNR-U-14-01
IPUC
Production Request
Staff-23
DATE PREPARED:
WITNESS:
RESPONDER:
DEPARTMENT:
TELEPHONE:
tU05l20t4
Linda Gervais
Amy Jones
Customer Service
(s09) 49s-7991
REQUEST:
For calendar year 2013, please provide the length of time between remote disconnections and
subsequent reconnections, following the fonnat used in Company witness Gervais' Exhibit No. l,
Schedule 2, Illustration No. 4,page7.
RESPONSE:
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