20221223_Veolia to Staff Attachment - Response to No. 129.pdf

VEO-W-22-02 IPUC DR 129 Page 1 of 1
VEOLIA WATER IDAHO, INC. CASE VEO-W-22-02 THIRD PRODUCTION REQUEST OF THE COMMISSION STAFF
Preparer/Sponsoring Witness: Cary REQUEST NO. 129:
Please provide a breakdown of the number of incoming calls and emails from customers to the
Company by category (e.g., payment arrangements, start/stop service, high bills, disconnections, etc.).
Please include all calls, including those calls routed to another department. Please provide the information
by months for the years 2020, 2021, and 2022 to date.

RESPONSE NO. 129:
The information available and provided in Attachment does not separately identify email and
phone calls. The data being shared is a combination of inbound customer emails as well as inbound and
outbound calls by category.

VEO-W-22-02IPUC DR 129
Attachment 1Page 1 of 1
Sum of Count of CUSTOMER_CONTACT_ID Column Labels2020 2020 Total 2021 2021 Total 2022 2022 Total Grand Total
Row Labels Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov DecAccount170213942070205018432340242120392349240417363418257661650176225752841292232603058372127472742271521743216721092211319426732982308826512871226922282003603 28882 86815
Bill Stub 11 11 16 10 48 26 35 13 61 22 11 168 216Bills3207259425362509253931402721266535393180245649963608226082047177716361391200619752734262724532445213025829249127133532249326333482360339303729302626609893528197192
Calls from Organizations 11 14 12 37 10 10 20 57Collections534510298436386872292302612224102973206227200186802783235335486055325964314653343598325268414636897983660540131644813735
Complaints 12 21 69 19 29 18 40 35 23 10 56 332 122 127 119 120 107 100 171 71 95 89 162 106 1389 74 85 126 102 75 70 51 109 47 155 29 923 2644Correspondence to Customer 179 228 437 542 377 519 517 449 664 807 769 1948 7436 708 1052 742 675 499 486 671 958 405 983 580 527 8286 688 635 871 1052 872 1067 1128 1095 850 1512 1247 485 11502 27224
Customer Service Operations 21 37 26 12 32 128 10 44 36 76 47 81 62 95 59 36 49 595 84 76 14 121 28 19 11 36 389 1112Field Service Operations 43 43 29 35 16 31 17 17 95 110 34 470 54 179 120 226 219 294 249 276 191 434 283 124 2649 338 349 346 290 92 201 220 198 213 171 124 49 2591 5710
Low Income 18 30 39 24 111 111Meter Reading 481 432 404 391 334 809 656 431 340 357 450 1038 6123 501 423 426 510 508 618 625 513 558 519 375 454 6030 584 770 405 380 481 500 437 609 410 287 249 253 5365 17518
Payments 101 135 93 79 89 53 106 82 149 181 134 262 1464 131 140 183 238 163 258 191 280 194 273 189 250 2490 184 198 216 222 234 349 248 346 302 283 201 53 2836 6790Person271314151213192015281761921271922251914222826212634151431814394249372447405844
Return Mail 175 196 189 94 12 313 482 297 662 2420 141 92 243 158 63 85 80 27 327 321 146 76 1759 203 219 119 323 195 28 99 24 48 1258 5437T&D Operations 85 28 44 27 57 54 38 42 55 49 23 58 560 38 41 13 18 32 15 32 20 17 15 13 254 141 215 57 12 13 438 1252
Web Self Service Contacts 14 13 27 27Western Union 20 16 23 15 11 10 10 13 118 118Grand Total 6560 5618 6135 5796 5337 7196 6600 6019 7710 7859 6222 12942 83994 6188 6175 6477 6726 6068 7517 7416 9225 7829 8533 7517 6520 86191 7475 7844 9722 8156 7930 9257 9148 10164 8853 8357 7100 2611 96617 266802