20060915Staff 1-26 to SPL.pdf

WELDON B. STUTZMAN
DEPUTY ATTORNEY GENERAL
IDAHO PUBLIC UTILITIES COMMISSION
472 WEST WASHINGTON STREET
PO BOX 83720
BOISE, IDAHO 83720-0074
[phone]
BAR NO. 3283
RECEIVED
203G SEP 15 PM 12: ~5
IDAHO r~UbUC
. .
UTILITIES COMiiHSSIOt~
Street Address for Express Mail:
472 W. WASHINGTON
BOISE, IDAHO 83702-5983
Attorney for the Commission Staff
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF THE APPLICATION OF
SPIRIT LAKE EAST WATER COMPANY FOR
AUTHORITY TO INCREASE ITS RATES AND
CHARGES FOR WATER SERVICE IN THESTATE OF IDAHO
CASE NO. SPL-06-
FIRST PRODUCTION
REQUEST OF THE
COMMISSION STAFF
TO SPIRIT LAKE EAST
WATER COMPANY
The Staff of the Idaho Public Utilities Commission, by and through its attorney of record
Weldon B. Stutzman, Deputy Attorney General, requests that Spirit Lake East Water Company
(Company; Spirit Lake) provide the following documents and information on or before FRIDAY,
OCTOBER 6, 2006.
This Production Request is to be considered as continuing, and Spirit Lake East Water
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.
For each item, please indicate the name of the person(s) preparing the answers, along with
the job title of such person( s) and the witness who can sponsor the answer at hearing.
FIRST PRODUCTION REQUEST
TO SPIRIT LAKE EAST
SEPTEMBER 15 , 2006
Request No.1: Please provide copies of all correspondence with the Idaho Department of
Environmental Quality for the past 24 months. Include copies of all attachments and reports or
other referenced documents.
Request No.2: Please provide copies of all correspondence with the Spirit Lake East
Homeowner s Association for the past 24 months. Include copies of all attachments and reports or
other referenced documents.
Request No.3: Please provide a copy of all engineering reports prepared during the last
three years regarding any aspect of the water system. This is to include the engineering study
report that was jointly funded by the Homeowner s Association and the local water district.
Request No.4: Please provide an Excel file or other comma delimited electronic file with
all customer water usage and billing data for the 12 months of the test year.
Request No.5: Please provide complete well logs for the 12 months of the test year
showing all water pumped by the wells.
Request No.6: Please provide all water company electric bills for the 12 months ofthe
test year.
Request No.7: Please describe how incoming calls from customers to the Company are
handled. Include in that explanation answers to the following questions: (a) Are all calls handled
by a centralized customer service call center, or are some types of calls (e., service outage or new
construction) directed to a separate call center or department? (b) If some types of calls are
directed outside the customer service call center, are those calls separately measured or tracked?
(c) If some types of calls are handled through an interactive voice response system without the
calling party speaking to a customer service representative, are those calls separately measured or
tracked?
FIRST PRODUCTION REQUEST
TO SPIRIT LAKE EAST
SEPTEMBER 15 2006
Request No.8: Please provide the Company s performance objectives for handling
incoming calls.
Request No.9: What steps does the Company take ifit fails to meet its performance
objectives?
Request No. 10: Please provide the number of incoming calls handled by the customer
service call center by month for calendar year 2005.
Request No. 11: Please provide the average number of busy signals reached by parties
calling the customer service call center by month for calendar year 2005.
Request No. 12: Please provide the average handling time by month for calendar year
2005. "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).
Request No. 13: Please provide the first call resolution rate by month for calendar year
2005. "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. 14: Please describe how the Company handles e-mail inquiries, complaints
payment arrangements, service orders, and other routine customer transactions.
Request No. 15: Please provide the average response time for e-mail transactions by
month for calendar 2005. "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.
FIRST PRODUCTION REQUEST
TO SPIRIT LAKE EAST
SEPTEMBER 15 2006
Request No. 16: As of year-end 2005 , please provide the number of authorized positions
for each job title for employees working in the customer service call center.
Request No. 17: As of year-end 2005, please provide the number of authorized positions
that are currently vacant for each job title for employees working in the customer service call
center.
Request No. 18: Please provide the number of customer complaints received by the
Company for calendar year 2005 broken into categories by topics; high bills, disconnection, water
quality etc.
Request No. 19: Please provide the number of non-pay disconnections by month for
calendar year 2005.
Request No. 20: Please provide the number of reconnect ions by the end of the calendar
day following disconnection for non-payment by month for calendar year 2005.
Request No. 21: Please provide the phone number provided to for billing and customer
servIce Issues.
Request No. 22: Please provide the phone number provided to customers for emergency
repairs.
Request No. 23: Please provide the total number of customers who have arrangements to
pay each month under a levelized payment plan for calendar year 2005.
Request No. 24: Please provide the total number of customers who requested payment
arrangements during the months of May through October for calendar year 2005.
FIRST PRODUCTION REQUEST
TO SPIRIT LAKE EAST
SEPTEMBER 15 2006
Request No. 25: Please provide a copy of customer Billing Statement, Initial Notice, Final
Disconnection Notice and Annual Rules Summary.
Request No. 26: Please provide the date the Company mailed individual customers the
Notice of Application for Rate Increase.
4k.
DATED at Boise, Idaho, this
./
day of September 2006.
if(
~--
Weldon B. Stutzman
Deputy Attorney General
Technical Staff: Harry Hall
Tammie Estberg
i:umisc:prodreq/splwO6.! wshhte
FIRST PRODUCTION REQUEST
TO SPIRIT LAKE EAST
SEPTEMBER 15 , 2006
CERTIFICATE OF SERVICE
HEREBY CERTIFY THAT I HAVE THIS 15TH DAY OF SEPTEMBER 2006
SERVED THE FOREGOING FIRST PRODUCTION REQUEST OF THE
COMMISSION STAFF TO SPIRIT LAKE EAST WATER COMPANY, IN CASE
NO. SPL-06-, BY MAILING A COpy THEREOF, POSTAGE PREPAID, TO THE
FOLLOWING:
ROBERT J. BOYLE
SPIRIT LAKE EAST WATER COMPANY
15807 E. INDIANA AVE.
SPOKANE, WA 99216-1814
EMAIL: admin~hansonind. com
JOHN R. HAMMOND JR.
BATT & FISHER LLP
PO BOX 1308
BOISE, ID 83701
EMAIL: irh~battfisher.com
~~~
SECRET AR
CERTIFICATE OF SERVICE