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Home My WebLink About200604112nd staff request to UWI.pdf, '-,- WELDON B. STUTZMAN DONOV AN E. WALKER DEPUTY ATTORNEYS GENERAL IDAHO PUBLIC UTILITIES COMMISSION PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0318 AND (208) 334-0357 IDAHO BAR NO. 3283 AND 5921 , 'i Ii:; ~;: 5f) : : "; : ' :j " , (" -. , " ; i : ~ i) ! ,.1 i : 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 UNITED WATER IDAHO INc. FOR AUTHORITY TO INCREASE ITS RATES AND CHARGES FOR WATER SERVICE IN THE STATE OF IDAHO. CASE NO. UWI-06- SECOND PRODUCTION REQUEST OF THE COMMISSION STAFF TO UNITED WATER IDAHO INC. The Staff of the Idaho Public Utilities Commission, by and through its attorney of record Weldon B. Stutzman, Deputy Attorney General, requests that United Water Idaho Inc. (United Water; Company) provide the following documents and information on or before TUESDAY MAY 2, 2006. 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. Reference IDAP A 31.01.01.228. This Production Request is to be considered as continuing, and United Water 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. SECOND PRODUCTION REQUEST TO UNITED WATER APRIL 11 , 2006 Please provide answers to each question, supporting workpapers that provide detail or are the source of information used in calculations, and the name and telephone number of the person preparing the documents. Please identify the name, location and telephone number of the record holder. 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 if need be. Request No. 19: 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? Request No. 20: Please provide the Company s performance objectives for handling incoming calls. Request No. 21: What steps does the Company take if it fails to meet its performance objectives? Request No. 22: Please provide the number of incoming calls handled by the customer service call center by month for calendar year 2005. Request No. 23: 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. 24: 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. 25: 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. 26: Please describe how the Company handles e-mail inquiries, complaints payment arrangements, service orders, and other routine customer transactions. Request No. 27: Please provide the average response time for e-mail transactions by month for calendar year 2005. "Average response time" is the average number of hours from SECOND PRODUCTION REQUEST TO UNITED WATER APRIL 11 2006 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. 28: 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. 29: As of year-end 2005 , please provide the number of authorized positions that were vacant for each job title for employees working in the customer service call center. Request No. 30: 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. 31: Please provide the number of non-pay disconnections by month for calendar year 2005. Request No. 32: Please provide the number of reconnect ions by the end of the calendar day following disconnection by month for calendar year 2005. Request No. 33: Has the Company considered implementing an electronic bill presentment and electronic payment option? If so, please explain why that option was either rej ected or accepted. Request No. 34: Please clarify name of low-income funding program referred to in Case No. UWI-04-4 Final Order No. 29838 and the Stipulation with CAP AI, as "United Water Shares" program. In his testimony in Case No. UWI-06-, Mr. Wyatt discusses a " Cares" program. Is this the same program? Request No. 35: Please provide an update on the "United Water Shares" program including funding to date by Company, customer contributions, total dollar amount awarded to customers, total number of customers assisted, and total amount provided to CAP AI for administration. Request No. 36: Please provide the number of Company sponsored water conservation kits distributed and installed for qualified customers in the "United Water Shares" program. Request No. 37: Please provide the total number of customers 'who have arrangements to pay each month under levelized payment plans for calendar year 2005. Request No. 38: Please provide the total number of customers who requested payment arrangements during the months of May through October for calendar year 2005. Request No. 39: Please provide number of customers emolled in the LeakGuard program for calendar year 2005. SECOND PRODUCTION REQUEST TO UNITED WATER APRIL 11 , 2006 Request No. 40: Are customers who emoll in the LeakGuard program billed on United Water s bi-monthly bills? Request No. 41: Please provide number of customer claims filed under the LeakGuard program for calendar year 2005. Request No. 42: Please provide number of customer claims satisfied and dollar amount awarded to customers through the LeakGuard program for calendar year 2005. Request No. 43: Please provide copies of all promotional material for the LeakGuard program. Request No. 44: Please provide the cost to United Water Idaho of promotional material for the LeakGuard program. Request No. 45: Please provide the number of complaints United Water Idaho has received about the LeakGuard program each calendar year for 2003 2004 and 2005. Request No. 46: Please provide the total amount of revenue received from the LeakGuard program to United Water Idaho for calendar year 2005. Dated at Boise, Idaho, this \ ~~ day of April 2006. Weldon B. Stutzman Donovan E. Walker Deputy Attorneys General Technical Staff: Tammie Estberg i: umisc/prod req/u wi wO6, 2 wste2 SECOND PRODUCTION REQUEST TO UNITED WATER APRIL 11 2006 CERTIFICATE OF SERVICE HEREBY CERTIFY THAT I HAVE THIS 11 TH DAY OF APRIL 2006 SERVED THE FOREGOING SECOND PRODUCTION REQUEST OF THE COMMISSION STAFF TO UNITED WATER IDAHO INC.IN CASE NO. UWI-06-, BY MAILING A COpy THEREOF POSTAGE PREPAID, TO THE FOLLOWING: WALTON HILL UNITED WATER 200 OLD HOOK RD HARRINGTON PARK NJ 07640 DEAN J MILLER McDEVITT & MILLER LLP PO BOX 2564 BOISE ID 83701 JD ~a,~ SECRET AR CERTIFICATE OF SERVICE