20030424Revised 1st Response.pdf

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ATTORNEYS AT lAW
2003 APR 23 PM 4: 59
lit;;"') \)l'bUC
UTlLlT\tS CQt1t11SSIOH
April 23 , 2003
MARY S. HOBSON
Direct [phone]
mshobson(1!)stoel.com
VIA HAND DELIVERY
Jean D. Jewell, Secretary
Idaho Public Utilities Commission
472 West Washington
Boise, ill 83702-5983
RE:Docket No. QWE-O3-
Dear Ms. Jewell:
Enclosed is Qwest's Response to Request No.1 ofQWEST'S RESPONSES TO FIRST
PRODUCTION REQUEST OF THE COMMISSION STAFF. It was brought to my attention that the
response previously filed was incorrect. Therefore, Qwest has corrected its response. Please have the
enclosed response and Attachment A and B to that response replace those pages previously filed.
Thank you for your cooperation in this matter.
Very truly yours/t~J-k~
(fu~y
trob~on
:blg
Enclosures
Oregon
Washington
California
Boise-155555.1 0029164-00012
Utah
Idaho
Idaho
Case No. QWE-03-
STF 01-001
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:001
Please provide a map marking the current physical locations of the
customer payment centers (CPCs) and the Current payment agent locations for
both Pocatello and Boise.
RESPONSE:
Please see Attachments A and B. In addition to the agencies identified on
Attachment A, Qwest is working on securing another location near the
current Qwest CPC to receive the flow of payments received at that center.
Respondent:Susan Mohr
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Qwest
Spirit of Service
Idaho
Case No. QWE-03-
Request No.
ATTACHMENT B
Qwest Idaho
Kellogg (1)Payment
Agent
Locations
Lewiston (3)(56 total)
Kamiah (1)
Grangeville (2)
Payette (1)
New Plymouth (1)
Caldwell (3) Emmett (1)Nampa (8)
Meridian (1)Kuna (1) . Boise (8)
Rexburg (1)
Hailey (1)
Bellevue (1)
Idaho Falls (2)
Blackfoot (2)
Fort Hall (1)
Homedale (1)Mtn Home (3)
Jerome (1)Pocatello (3)
Twin Falls (4)
Kimberly (1)
Hansen (1)
American Falls (1)
Burley (1)
---~"-,~----- ----- -------- ~- ----------- ----""--- -
- n- n
Feb. 2003
Idaho
Case No. QWE-03-
STF 01-002
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:002
Please provide a list of the payment agents in southern Idaho other than
those located in Boise and Pocatello.
RESPONSE:
Please see Attachment A. In addition , Qwest I s website provides customers
a tool for finding the closest payment agent by city or zip code. See
https: //ecom. awest. com/ebus/cqi-bin/qx. cgi/AppLOqic+Ecom. PaymentLocation?t
ype=residential
Respondent:Susan Mohr
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2
Idaho
Case No. QWE-03-
STF 01-003
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:003
Please provide the current total number of Qwest access lines in southern
Idaho? How many of these access lines are for residential service?
RESPONSE:
Please see Confidential Attachment A.
Respondent: Rex Morse
Dawn Salaver
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Idaho
Case No. QWE-03-
STF 01-004
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:004
Does Qwest compensate its payment agents for accepting payments on behalfof Qwest? If so , please explain the terms of its compensation agreement (s)
and the degree to which such agreements may vary from agent to agent
RESPONSE:
Qwest does not compensate
First Data Corporation to
FDC collects a fixed-unit
payment processed.
payment agents directly. Qwest has a contract with
manage the business relationship with the agents.
rate from Qwest for each Walk-In Payment Site
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-10
STF 01-005
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:005
Are both of Qwest's CPC's in Boise and Pocatello: (a) physically accessible
to customers with disabilities; (b) able to accept cash and make change for
amounts paid in excess of the amount the customer wishes to pay; (c) able to
accept payment for less than the full amount due Qwest; (d) able to accept
payment if the customer does not provide a copy of the bill or notice; (e)
able to accept personal checks or money orders; (f) able to processelectronic checks; (g) able to accept payment for both deposits and phone
bills; and (h) able to provide payment receipts. If the answer is "no"
please explain why the CPC is not accessible or unable to provide the service
in question.
RESPONSE:
(a) Physically accessible to customers with disabilities:
(b) Able to accept cash and make change for amounts paid
in excess of the amount the cusotmer wishes to pay:
(c) Able to accept payment for less than the full amount
due to Qwest:
(d) Able to accept payment if the customer does not
provide a copy of the bill or notice:
(e) Able to accept personal checks or money orders:
(f)Able to process electronic checks:
(g) Able to accept payment for both deposits and
phone bills:
(h) Able to provide payment reciepts:
Boise pocatello
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Yes Yes
Although both centers provide customers with a receipt for payment
verification, neither the Boise or Pocatello payment centers are equipped to
provide the standard receipt a customer would receive from a payment agent.
Customers receive an additional benefit of receiving a standard receipt
containing a payment tracking code that is familiar throughout the Company asa proof of payment. This tracking code is noted on the customer I s account
a Qwest consultant after the customer has called the Company makingnotification of a payment. Customers making a payment at the Qwest Payment
Center receive a basic payment receipt containing no tracking code. The Idaho
payment centers are a unique existence within Qwest I s 14 state region and many
Qwest consultants are not aware of them. This creates the additional
challenge to the customer when notifying the Company of a payment due to the
absence of the tracking code.
Addi tionally, the Qwest payment centers do not have the equipment necessary to
process electronic checks.
Respondent:Larry Walters
Jessica Jensen
Susan Mohr
Idaho
Case No. QWE-03-
STF 01-006
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:006
Are all of Qwest's payment agents in Boise and Pocatello: (a) physically
accessible to customers with disabilities; (b) able to accept cash and make
change for amounts paid in excess of the amount the customer wishes to pay;
(c) able to accept payment for less than the full amount due Qwest; (d) able
to accept payment if the customer does not provide a copy of the bill or
not ice; (e) able to accept personal checks or money orders; (f) able to
process electronic checks; (g) able to accept payment for both deposits and
phone bills; and (h) able to provide payment receipts. If the answer is "no"
please explain why the payment agent is not accessible or unable to provide
the service in question.
RESPONSE:
(a) Unable to confirm all locations. Accessibility is not a requirement to
becoming a First Data Corporation agent.
(b-e) Yes.
(f) Not all payment agents have the ability to transmit electronic checks,
however , the majority of agents can send them electronically.
(g, h) Yes.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-T-03-
STF 01-007
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:007
Are all of Qwest' s payment agents in southern Idaho locations other than
Boise and pocatello: (a) physically accessible to customers withdisabilities; (b) able to accept cash and make change for amounts paid in
excess of the amount the customer wishes to pay; (c) able to accept payment
for less than the full amount due Qwest; (d) able to accept payment if the
customer does not provide a copy of the bill or notice; (c) able to accept
personal checks or money orders; (f) able to process electronic checks;
(g)
able to accept payment for both deposits and phone bills; and (h) able to
provide payment receipts. If the answer is "no", please explain why the
payment agent is not accessible or unable to provide the service in question.
RESPONSE:
(a) Unable to confirm all locations. Accessibility is not a requirement to
becoming a First Data Corporation agent.
(b-e) Yes.
(f) Not all payment agents have the abi 1 i ty to transmit electronic checks,
however , the maj ori ty of agents can send them electronically.
(g, h) Yes.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-008
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:008
Are there any services currently being provided by the Boise and Pocatello
CPCs that are not currently provided by payment agents in Boise and
Pocatello?
RESPONSE:
No, as Qwest understands this question , there are no services being
provided at the Boise and Pocatello CPCs not being provided at the outside
payment agent locations in those cities. In terms of their connection to
Qwest, both receive customer payments. See also Qwest I s answer to STF
01-005 and STF 01-006.
Respondent:Susan Mohr
Legal
Idaho
Case No. QWE-03-
STF 01-009
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:009
Do any of Qwest 1 s payment agents in Boise or Pocatello charge customers a
fee for processing payments? If so, please explain the amount of the
charge and the reason why such a fee is charged.
RESPONSE:
No, Idaho agents are all non-fee based at this time.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-010
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:010
Do any of Qwest I s payment agents in southern Idaho locations other thanBoise or pocatello charge customers a fee for processing payments? If so,
please explain the amount of the charge and the reason why such a fee is
charged.
RESPONSE:
, all First Data Corporation payment agents in Idaho are free at this time.
However , two ACE locations (one in Nampa and one in Mt. Home), which do not
have payment agent contracts with Qwest , do also collect Qwest payments, and
do charge a one dollar fee to customers at this time.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-011
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:011
Do payment agents keep payment receipt records?
time are those receipts retained?
If so, for what length of
RESPONSE:
Yes, the agents retain the customer receipt information for two years.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-012
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:012
If a customer for whom disconnection of service is imminent pays at a
payment agent, what steps must the customer take to avoid being
disconnected? Do the steps necessary to avoid disconnection differ if the
customer pays at the pocatello or Boise CPC versus a payment agent?
RESPONSE:
No, the steps are the same. However, customers who pay at one of the two
remaining Qwest payment centers have an additional challenge since they do
not receive the standard receipt (with a payment tracking number) provided by
all payment agents throughout the Qwest region. See Qwest I s response to STF
01-005. See also Qwest I s Application in this case, page 6 , paragraph 9.
Respondent:Larry Wal ters
Jessica Jensen
Susan Mohr
Idaho
Case No. QWE-03-
STF 01-013
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:013
Are customers able to pick up Qwest telephone directories at the Pocatello
or Boise CPC? If so , are customers charged for each requested directory?If so, what is the charge? Are out-of-area Qwest telephone directories
available at the pocatello or Boise CPC?
RESPONSE:
, telephone directories are not available at either the Boise or PocatelloCPC. Customers are advised to either go to the QwestDex Boise location or
call 1-800-422-8793 to receive a directory. Customers are not charged for
directories within their local calling area. No , out-of-area Qwest telephone
directories are not available at the pocatello or Boise CPC.
Respondent:Larry Wal ters
Jessica Jensen
Susan Mohr
Idaho
Case No. QWE-03-
STF 01-014
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:014
For CY 2002 , how many customers paid either in person or by using the on site
drop box at the Pocatello CPC? Please provide a breakdown between residential
and business class of service. Of the total number of customers , how many paid
a deposit only? How many paid a bill on or before its due date? How many
customers paid a bill after its due date? How many payments were made by
customers using the on-site drop box? How many payments were made in cash?
RESPONSE:
Qwest does not track the number of customers who make payments at the CPCs.
Qwest only tracks the number of actual payments. Qwest would fully expect
the number of customers using the CPC to be significantly lower than the
number of payments. For CY 2002 , the Pocatello payment center processed
495 payments received in the drop box and 37,567 payments were processed by
the tellers. In addition 699 payments we~e given to the tellers to be
dropped in the mail. Please note that Qwest has discovered an error in itsApplication (paragraph 7), where it stated that 70,126 teller payments were
processed between the two CPCs in 2002. The true number appears to be
substantially fewer , 63,211 (37 567 in Pocatello; 25 644 in Boise). That
reflects a 44% decrease since 1996, not a 38% decrease, as stated in
paragraph 7 of the Application.
Qwest does not have the mechanized tracking ability to provide data specific
to residential or business class of customers, deposit quantities , payments
made before or after the due date, or payments made in cash.
Respondent:Larry Walters
Beth Jordan
Susan Mohr
Idaho
Case No. QWE-03-10
STF 01-015
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:015
For CY 2002 , how many customers paid either in person or by using the on site
drop box at the Boise CPC? Please provide a breakdown between residential and
business class of service. Of the total number of customers, how many paid a
deposit only? How many paid a bill on or before its due date? How many
customers paid a bill after its due date? How many payments were made by
customers using the on-site drop box? How many payments were made in cash?
RESPONSE:
Qwest does not track the number of customers who make payments at the CPCs.
Qwest only tracks the number of actual payments. Qwest would fully expect the
number of customers using the CPC to be significantly lower than the number of
payments. For CY 2002 , the Boise payment center processed 6 682 payments
received in the drop box and 25,644 payments were processed by the tellers.
In addition 234 payments were given to the tellers to be dropped in the mail.
Qwest does not have the mechanized tracking ability to provide data specific
to residential or business class of customers , deposit quantities , payments
made before or after the due date , or payments made in cash.
Respondent:Larry Walters
Beth Jordan
Susan Mohr
Idaho
Case No. QWE-03-
STF 01-016
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:016
If a customer makes a payment using the drop boxes at the Boise or
Pocatello CPCs , how often are the drop boxes emptied and the payment
recorded?
RESPONSE:
The drop boxes are emptied and payments are recorded daily.
Respondent:Larry Walters
Jessica Jensen
Susan Mohr
INTERVENOR:
REQUEST NO:
Idaho
Case No. QWE-03-
STF 01-017
Staff of the Idaho Public Utilities Commission
017
Do any payment agents have drop boxes available for the use of Qwest
customers?
RESPONSE:
No.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-018
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:018
After the Pocatello or Boise CPC accepts a customer s payment, how long
does it take for a customer I s payment to be posted to the customer'
account? Does the customer's account reflect the actual date payment was
made at the CPC or the date payment was posted , if those dates aredifferent?
RESPONSE:
It takes approximately 48 hours for a customer payment to post to a customer
account when a payment is made at either the Boise or pocatello CPC. The
customer's account reflects the date the payment was processed by the Qwest
RPS center as opposed to the day the transaction was performed at the CPC.
Respondent:Larry Walters
Beth Jordan
Susan Mohr
Idaho
Case No. QWE-03-
STF 01-019
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:019
After a payment agent accepts a customer I s payment, how long does it take
for a customer I s payment to be posted to the customer I s account? Does the
customer 1 s account reflect the actual date payment was made to the payment
agent or the date payment was posted by Qwest, if those dates aredifferent?
RESPONSE:
Customer payments made at payment agent locations post to the customer'
account within 48 hours, and a memo post feed that is sent four times daily
notes the payment prior to the posting. The posting date is the date the
payment is processed by the agent.
Respondent:Beth Jordan
Sue Lanker
Idaho
Case No. QWE-03-
STF 01-020
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:020
If the CPCs are closed, how will Qwest comply with Rule 401 of the
Commission's Utility Customer Relation Rules (IDAPA 31.21.01.401)?
Specifically, how will Qwest accommodate customer requests for face-to-face
meetings with Qwest representatives?
RESPONSE:
Qwest complies with Rule 401 of the Telephone Customer Relations Rules (IDAPA
31.41.01.401.03) throughout the Idaho territory today. Customer complaints
are resolved in an efficient manner when the customer calls one of our many
customer service centers located throughout Qwest territory. Customers
requesting a conference are put in contact with a manager over the phoneimmediately. Customer service representatives and managers located in the
customer service centers are equipped with the appropriate databases and
programs that allow them to promptly, thoroughly, and completely investigate
the complaint , confer with the customer , and notify the customer of the
results of the investigation in a good faith attempt to resolve the complaint.
Rule 401 does not require face-to-face meetings. However, face to face
meetings are scheduled today in regard to many repair and installation issues
where the customer has the opportunity to speak directly to a Qwest service
technician, and if requested, the state policy team is available to meet with
concerned customers concerning issues if the customer is not satisfied with
the response received from the customer service center.
Respondent:Susan Mohr
Idaho
Case No. QWE-03-
STF 01-021
INTERVENOR:Staff of the Idaho Public Utilities Commission
REQUEST NO:021
Will Qwest continue to keep drop boxes at the sites where the CPCs are
located now if the CPCs are closed?
RESPONSE:
Assuming Qwest I s Application is granted, Qwest would agree, if so ordered by
the Commission as a condition of phasing out the CPCs , to keep the Boise and
Pocatello drop boxes for a reasonable period of time.
Respondent:Beth Jordan
Sue Lanker
INTERVENOR:
REQUEST NO:
Idaho
Case No. QWE-03-
STF 01-022
022
Staff of the Idaho Public Utilities Commission
Please provide the hours of operation for the Pocatello and Boise CPCs.
RESPONSE:
The hours of operation are as follows:
Boise: M-8:30 am to 5:00 pm
Pocatello: M-9:00 am to 5:00 pm
Respondent:Susan Mohr
Janet Bahora
From:
Sent:
To:
Cc:
Subject:
Janet Bahora
Tuesday, April 22, 2003 10:08 AM
Joe Cusick; Glenda Koch; CJ Cooper; Don Howell
Brenda Sorrell; Janet Bahora
QWE- T -03-
It was discovered yesterday that Qwest's First Production Response filing, date stamped April 14, was not correct.
The Commission asked 22 ? in their Pro Request - Qwest's Response of April 14th had only 13 Responses.
Today a complete set (22 Responses) was filed - please replace this First Pro Request, date stamped April 22, in your
files, Thanks,
Also filed was 1 copy of Confidential Attachment A to Response No.3 - on file with Utilities.