20070918Revised service quality review reports.pdf

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September 17, 2007
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Ms. Jean D. Jewell
Commission Secretary
Idaho Public Utilities Commission
472 W. Washington
Boise, ID 83702
Re:Rocky Mountain Power Service Quality Review Report for
the period January 1 through June 30, 2007, and for the period
April 1, 2006 through December 31 , 2006
Dear Ms. Jewell:
On August 22 2007, representatives of Rocky Mountain Power, a division ofPacifiCorp, met
with Commission Staff and presented the above-referenced reports. Attached is a copy of each
report, modified to change each page to reflect Rocky Mountain Power rather than PacifiCorp,
and to correct an image error on page 10 of the report.
Sincerely,
1f19
Brian Dickman
Manager, Idaho Regulatory Affairs
Enclosurescc: David Schunke
Terri Carlock
Beverly Barker
Heide Caswell
A DIVISION OF PACIFICORP
IDAHO
SERVICE QUALITY
RE VIEW
April 1 2006 - December 31 2006
Report
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IDAHO
Service Quality Review
April 2006 - December 2006
TABLE OF CONTENTS
EXECUTIVE SUMMARY....... ....... .............. ............................. .......... ...................... .................... 3
Service Standards Program Summary .................................................................................. 3
1 Rocky Mountain Power Customer Guarantees................................................................. 3
Rocky Mountain Power Performance Standards .............................................................. 4
Reliability Definitions ........................................................................................................
POST MERGER PERFORMANCE STANDARDS ................................................................ 7
1 System Average Interruption Duration Index (SAIDI) .......................................................
2 System Average Interruption Frequency Index (SAIFI) .................................................... 8
Momentary Average Interruption Frequency Index events (MAl Fie) ................................ 9
4 Cause Code Analysis .....................................................................................................
5 Reduce CPI for Worst Performing Circuits by 20% """""""""""""""""""""""""""" 15
Restore Service to 80% of Customers within 3 Hours (across 3 years) ......................... 16
Telephone Service and Response to Commission Complaints...................................... 16
3 CUSTOMER GUARANTEES ..............................................................................................
Idaho State Customer Guarantees Summary Status...................................................... 17
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Service Quality Review
April 2006 - December 2006
EXECUTIVE SUMMARY
Rocky Mountain Power Power Delivery has a number of Customer Service Standards and Service
Quality Measures with performance reporting mechanisms currently in place. These standards and
measures define Rocky Mountain Power s target performance (both personnel and network reliability
performance) in delivering quality customer service. The Company developed these standards and
measures using industry standards (to the extent they exist) for collecting and reporting performance
data. In some cases, Rocky Mountain Power has decided to exceed these industry standards. In other
cases, largely where the industry has no established standards, Rocky Mountain Power
has developed metrics, targets and reporting. These standards and measures can be used over time
both historically and prospectively, to measure the service quality delivered to our customers.
Service Standards Program Summary
Effective April 1 2005 through March 31 , 2008
Rocky Mountain Power Customer Guarantees
Customer Guarantee 1:The Company will restore supply after an
Restoring Supply After an Outage outage within 24 hours of notification with
certain exceptions as described in Rule 25.
Customer Guarantee 2:The Company will keep mutually agreed upon
Appointments appointments which will be scheduled within a
two-hour time window.
Customer Guarantee 3:The Company will switch on power within 24
Switching on Power hours of the customer or applicant's request,
provided no construction is required , all
government inspections are met and
communicated to the Company and required
payments are made. Disconnections for
nonpayment, subterfuge or thefUdiversion of
service are excluded.
Customer Guarantee 4:The Company will provide an estimate for new
Estimates For New Supply supply to the applicant or customer within 15
working days after the initial meeting and all
necessary information is provided to the
Company.
Customer Guarantee 5:The Company will respond to most billing
Respond To Billing Inquiries inquiries at the time of the initial contact. For
those that require further investigation, the
Company will investigate and respond to the
Customer within 10 working days.
Customer Guarantee 6:The Company will investigate and respond to
Resolving Meter Problems reported problems with a meter or conduct a
meter test and report results to the customer
within 10 working days.
Customer Guarantee 7:The Company will provide the customer with at
Notification of Planned Interruptions least two days notice prior to turning off power
for planned interruptions.
Note: See Rules for complete description of terms and conditions for the Customer Guarantee Program.
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Service Quality Review
April 2006 - December 2006
2 Rocky Mountain Power Performance Standards
Network Performance Standard 1:The Company will improve SAIDI by 6% by
Improve System Average Interruption Duration March 31 , 2008.
Index (SAIDI)
Network Performance Standard 2:The Company will improve SAIFI by 6% by
Improve System Average Interruption March 31 , 2008.
Frequency Index (SAIFI)
Network Performance Standard 3:The Company will reduce by 20% the circuit
Improve Under Performing Circuits performance indicator (CPI) for a maximum of
five under performing circuits on an annual
basis within five years after selection.
Network Performance Standard 4:The Company will restore power outages due
Supply Restoration to loss of supply or damage to the distribution
system on average to 80% of customers within
three hours.
Customer Service Performance Standard 5:The Company will answer 80% of telephone
Telephone Service level calls within 30 seconds. The Company will
monitor customer satisfaction with the
Company s Customer Service Associates and
quality of response received by customers
through the Company s eQuality monitoring
system.
Customer Service Performance Standard 6:The Company will a) respond to at least 95%
Commission Complaint Response/Resolution of non-disconnect Commission complaints
within three working days and will b) respond
to at least 95% of disconnect Commission
complaints within four working hours, and will
c) resolve 95% of informal Commission
complaints within 30 days.
Note:
Performance Standards , 2 & 4 are for underlying performance days and exclude those classified
Major Events.
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Service Quality Review
April 2006 - December 2006
Reliability Definitions
This section will define the various terms used when referring to interruption types, performance
metrics and the internal measures developed to meet its performance plans.
Interruption Types
Below are the definitions for interruption events. For further details, refer to IEEE P1366-20031
Standard for Reliability Indices.
Sustained Outage
A sustained outage is defined as an outage of equal to or greater than 5 minutes in duration.
Momentary Outage
A momentary outage is defined as an outage of less than 5 minutes in duration. Rocky Mountain
Power has historically captured this data using substation breaker fault counts.
Reliability Indices
SAlOl
SAIDI (sustained average interruption duration index) is an industry-defined term to define the
average duration summed for all sustained outages a customer experiences in a given time-frame. It
is calculated by summing all customer minutes lost for sustained outages (those exceeding 5
minutes) and dividing by all customers served within the study area. When not explicitly stated
otherwise, this value can be assumed to be for a one-year period.
Daily SAlOl
In order to evaluate trends during a year and to establish Major Event Thresholds, a daily SAIDI value
is often used as a measure. This concept was introduced in IEEE Standard P1366-2003. This is the
day s total customer minutes out of service divided by the static customer count for the year. It is the
total average outage duration customers experienced for that given day. When these daily values are
accumulated through the year, it yields the year s SAIDI results.
SAIFI
SAIFI (sustained average interruption frequency index) is an industry-defined term that attempts to
identify the frequency of all sustained outages that the average customer experiences during a given
time-frame. It is calculated by summing all customer interruptions for sustained outages (those
exceeding 5 minutes in duration) and dividing by all customers served within the study area.
CEMI
CEMI is an acronym for Customers Experiencing Multiple (Sustained and Momentary) Interruptions.
This index depicts repetition of outages across the period being reported and can be an indicator of
recent portions of the system that have experienced reliability challenges. This metric is used to
evaluate customer-specific reliability
CPI99
CPI99 is an acronym for Circuit Performance Indicator, which uses key reliability metrics (such as
SAIDI and SAIFI) to identify underperforming circuits. It excludes Major Event and Loss of Supply or
Transmission outages.
1 P1366-2003 was adopted by the IEEE Commissioners on December 23 2003. The definitions and methodology
detailed therein are now industry standards.
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CPIO5
CPI05 is an acronym for Circuit Performance Indicator, which uses key reliability metrics (such as
SAIDI and SAIFI) to identify underperforming circuits. Unlike CPI99 it includes Major Event and Loss
of Supply or Transmission outages.
Service Quality Review
April 2006 - December 2006
Performance Types & Commitments
Rocky Mountain Power recognizes two categories of performance: underlying performance and
major events. Major events represent the atypical, with extraordinary numbers and durations for
outages beyond the usual. Ordinary outages are incorporated within underlying performance. These
types of events are further defined below.
Major Events
A Major Event is defined as a 24-hour period where SAIDI exceeds a statistically-derived threshold
value, Reliability Standard IEEE P1366-2003.
Underlying Events
Within the industry, there has been a great need to develop methodologies to evaluate year-on-year
performance. This has led to the development of methods for segregating outlier days, via the
approaches described above. Those days which fall below the statistically-derived threshold
represent "underlying" performance, and are valid (with some minor considerations for changes in
reporting practices) for establishing and evaluating meaningful performance trends over time.
Post-Merger Commitment Target
Because of the benefits that the Company and its customers and regulators experienced from the
Service Standards Program , the Company filed and received approval to continue the program
through 3/31/2008. From a reliability perspective, the Company continues to develop stretch goals
that will deliver important improvements to its customers.
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Service Quality Review
April 2006 - Decem ber 2006
POST MERGER PERFORMANCE STANDARDS
During the reporting period , the Company experienced mixed reliability results , with
interruption duration (SAIDI) off plan and interruption frequency (SAIFI) better than plan.
This performance can be seen in the following charts. No Major Event threshold levels2 were
met during the period.
1 System Average Interruption Duration Index (SAIDI)
During the reporting period, the Company experienced outage duration reliability slightly over
operating plan. Notably, two days (August 7 and 15) that had loss of supply events impacted SAIDI
by about 17 minutes. These were initiated by animal and weather. Despite exceeding operating plan
SAIDI for the period, Idaho reliability is improved over prior period performance. The company
partially attributes this improved performance over last year to its Idaho Reliability Improvement Plan.
All of the work scoped in the plan has been completed; several areas that had arisen previously as
reliability "hot spots" have performed much better during this period due to system improvements.
The impact on outage frequency (SAIFI) has been even better than the impact on outage duration
(SAIDI), indicating a more "hardened" delivery system resilient to external events.
April 1 , 2006 through December 31 2006
SAIDI Actual SAIDI Plan
I Idaho Total 156 132
IDAHO SAIDI Comparison to Plan
250
200
1/1CI)
::::J 150
s:::
100
:c;:Operating Plan Target
- -
Total 2006 SAlOl
Underlying 2006 SAlOl
2 In 2005 the Company adopted via its Service Standard Program filing, the use ofIEEE P1366-2003 , wherein a statistically-
based threshold for a Major Event Day is developed. At the time of the development of the Merger Commitment targets and
pre-merger baselines, it was estimated that approximately 39 SAIDI minutes and 0.4 SAIFI events were embedded in these
metrics. The charts included do not reflect the exclusion of these minutes.
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Service Quality Review
April 2006 - Decem ber 2006
2 System Average Interruption Frequency Index (SAIFI)
During the reporting period, the company experienced outage frequency reliability that was
significantly better than both the Operating Plan and its prior period performance. As stated
previously, the company partially attributes improved performance to its Idaho Reliability
Improvement Plan. In general, minimal large-impact days have been experienced during the
reporting period, which is the result of fewer large-customer outage days.
April 1 , 2006 through December 31 , 2006
SAIFI Actual SAIFI Plan
Idaho Total 341 634
IDAHO SAIFI Comparison to Plan
::-
u:::
;;;:
Operating Plan Target
- -
Total 2006 SAIFI
Underlying 2006 SAIFI
'25
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Service Quality Review
April 2006 - December 2006
3 Momentary Average Interruption Frequency Index events (MAIFle
MAl Fie reporting for the Company s Idaho performance consists of two data sets: one for SCADA-
controlled breaker operations recorded into a database and one for non-SCADA-controlled breaker
operations which are manually entered into another database. Based on SCADA operations data
only, MAIFle is calculated at an operating area level (Table A below). Based on non-SCADA
operations data, a table is compiled listing the total number of operations on each circuit for the
reporting period (Table B below.) Any circuit breaker that has an unusually high number of trip
operations is highlighted below for follow-up by local engineering staff to determine whether particular
maintenance actions should be undertaken.
TABLE A
Operating Area April - December 2006
SCADA MAIFle
MONTPELIER
PRESTON
REXBURG
SHEllEY
TABLE B
Operating Area Circuit 10 Circuit Name Operations
SHELLEY AMM11 AMMON #11
SHELLEY AMM12 AMMON #12
SHELLEY CLE11 CLEMENT #11
SHELLEY CLE12 CLEMENT #12
SHEllEY GSH11 GOSHEN #11
SHEllEY GSH12 GOSHEN #12
SHELLEY GSH13 GOSHEN #13
SHELLEY HPS11 HOOPES #11 WEST
SHELLEY HPS12 HOOPES #12 NORTH
SHELLEY HYS11 HAYES #11
SHELLEY HYS12 HAYES #12
SHELLEY HYS13 HAYES #13
SHELLEY IDF11 IDAHO FALLS #11
SHEllEY IDF12 IDAHO FALLS #12
SHELLEY IDF13 IDAHO FALLS #13
SHELLEY IDF14 IDAHO FALLS #14
SHELLEY JFF21 JEFFCO #21
SHELLEY JFF22 JEFFCO #22
SHELLEY KTT21 KETTLE #21
SHELLEY KTT22 KETTLE #22
SHELLEY MRR11 MERRILL #11 101
SHEllEY MRR12 MERRILL #12
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SHELLEY MRR13 MERRILL #13
SHELLEY MRR14 MERRILL #14
SHELLEY OSG11 OSGOOD #11
SHELLEY OSG12 OSGOOD #12
SHELLEY OSG13 OSGOOD #13
SHELLEY OSG14 OSGOOD #14
SHELLEY SHL 11 SHELLEY #11
SHELLEY SHL 12 SHELLEY #12
SHEllEY SHL 13 SHELLEY #13
SHELLEY SHL 14 SHELLEY #14
SHELLEY SND11 SANDCREEK #11
SHEllEY SND12 SANDCREEK #12
SHELLEY SND13 SANDCREEK #13
SHELLEY SND14 SANDCREEK #14
SHELLEY SND15 SANDCREEK #15
SHELLEY SND16 SANDCREEK #16
SHELLEY UCN11 UCON #11
SHELLEY UCN12 UCON #12
SHELLEY WTK12 WATKINS #12 SOUTH THEN EAST
REXBURG AND11 ANDERSON #11 WEST
REXBURG AND12 ANDERSON #12 EAST AND NORTH
REXBURG AND13 ANDERSON #13 NORTH
REXBURG ARC11 ARCO #11
REXBURG ARC12 ARCO #12
REXBURG ARC13 ARCO #13
REXBURG ASH11 ASHTON #11
REXBURG BLS11 BELSON #11
REXBURG BLS12 BELSON #12
REXBURG BRN21 BERENICE #21
REXBURG BRN22 BERENICE #22
REXBURG CMS 11 CAMAS #11
REXBURG CMS12 CAMAS #12
REXBURG CNY21 CANYON CREEK #21
REXBURG CNY22 CANYON CREEK # 22
REXBURG DBS11 DUBOIS #11
REXBURG DBS12 DUBOIS #12
REXBURG EGN11 EGIN #11
REXBURG EGN12 EGIN #12
REXBURG EST11 EASTMONT #11
REXBURG EST12 EASTMONT #12
REXBURG HMR11 HAMER #11
REXBURG HMR12 HAMER #12
REXBURG MDL 11 MUDLAKE #11 136
REXBURG MDL 12 MUDLAKE #12
REXBURG MDY11 MOODY #11
REXBURG MDY12 MOODY #12
REXBURG MDY13 MOODY #13
REXBURG MLL 11 MillER #11
REXBURG MLL 12 MILLER #12
REXBURG MNN11 MENAN #11
Service Quality Review
April 2006 - December 2006
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REXBURG MNN12 MENAN #12
REXBURG MNN13 MENAN #13
REXBURG NWD11 NEWDALE #11
REXBURG NWD12 NEWDALE #12
REXBURG NWD13 NEWDALE #13
REXBURG RBR11 ROBERTS #11
REXBURG RBR12 ROBERTS #12
REXBURG RBY11 RUBY #11
REXBURG REN11 RENO #11
REXBURG REN12 RENO #12
REXBURG REN13 RENO #13
REXBURG RGB11 RIGBY #11
REXBURG RGB12 RIGBY #12
REXBURG RGB13 RIGBY #13
REXBURG RGB14 RIGBY #14
REXBURG RIR11 RIRIE #11
REXBURG RIR12 RIRIE #12
REXBURG RXB11 REXBURG #11
REXBURG RXB12 REXBURG #12
REXBURG RXB13 REXBURG #13
REXBURG RXB14 REXBURG #14
REXBURG RXB15 REXBURG #15
REXBURG RXB16 REXBURG #16
REXBURG SDN21 SANDUNE #21
REXBURG SDN22 SANDUNE #22 103
REXBURG SFK11 SOUTH FORK #11 IDAHO PACIFIC POTATO
REXBURG SFK13 SOUTH FORK #13 ANTELOPE FLATS
REXBURG SGR11 SUGAR CITY #11
REXBURG SGR12 SUGAR CITY #12
REXBURG SGR13 SUGAR CITY #13
REXBURG SGR14 SUGAR CITY #14
REXBURG SMT11 SMITH #11
REXBURG SMT12 SMITH #12
REXBURG SMT13 SMITH #13
REXBURG SMT14 SMITH #14
REXBURG SNN11 SUNNYDELL #11
REXBURG SNN12 SUNNYDELl #12
REXBURG ST A 11 ST ANTHONY #11
REXBURG ST A 12 ST ANTHONY #12
REXBURG THR11 THORNTON #11
REXBURG THR12 THORNTON #12
REXBURG TRG11 TARGHEE #11
REXBURG TRG 12 TARGHEE #12
REXBURG WBS11 WEBSTER #11 EAST AND SOUTH
REXBURG WBS12 WEBSTER #12 NORTH
REXBURG WBS 14 WEBSTER #14
REXBURG WNS21 WINSPER #21
REXBUHG WNS22 WINSPER #22
REXBURG WTK11 WATKINS #11 NORTH AND EAST
PRESTON CLF11 CLIFTON #11 DAYTON & BANIDA
Service Quality Review
April 2006 - Decem ber 2006
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PRESTON CLF12 CLIFTON #12 CLiFTON/OXFORD/SWANLAKE
PRESTON DWN11 DOWNEY #11
PRESTON DWN12 DOWNEY #12
PRESTON HLB11 HOLBROOK #11
PRESTON MLD11 MALAD #11
PRESTON MLD12 MAlAD #12
PRESTON MLD13 MALAD #13
PRESTON PRS11 PRESTON #11
PRESTON PRS12 PRESTON #12
PRESTON PRS13 PRESTON #13
PRESTON TNR11 TANNER #11 MINK CREEK
PRESTON TNR12 TANNER #12 RIVERDALEfTREASURETON
PRESTON WST11 WESTON#11 SOUTH - WESTON/FAIRVEW
PRESTON WST12 WESTON #12 NORTH TO DAYTON
MONTPELIER ALX11 ALEXANDER #11
MONTPELIER ARM11 ARIMO #11
MONTPELIER ARM12 ARIMO #12
MONTPELIER BAN11 BANCROFT #11
MONTPELIER BAN12 BANCROFT #12
MONTPELIER CHS11 CHESTERFIELD #11
MONTPELI ER CHS12 CHESTERFIELD #12 HATCH
MONTPELIER COV12 COVE #12
MONTPELIER EGT11 EIGHT MILE #11
MONTPELIER GCE11 GRACE #11
MONTPELIER GCE12 GRACE #12
MONTPELIER GRG11 GEORGETOWN #11
MONTPELIER HRS11 HORSLEY #11
MONTPELIER HRY11 HENRY #11
MONTPELIER IND11 INDIAN CREEK #11
MONTPELIER LND11 LUND #11
MONTPELIER LVA11 LAVA #11
MONTPELIER MCC11 MCCAMMON #11
MONTPELIER MCC12 MCCAMMON #12
MONTPELIER MNT11 MONTPELIER #11
MONTPELIER MNT13 MONTPELIER #13
MONTPELIER MNT14 MONTPELIER #14
MONTPELIER STC11 ST CHARLES #11
Service Quality Review
April 2006 - December 2006
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Service Quality Review
April 2006 - December 2006
4 Cause Code Analysis
The charts below show customer minutes lost by cause category and sustained interruptions by
cause category. Customer minutes lost is directly related to SAIDI (the average outage duration for a
customer), while sustained interruptions depict the total number of outages by their causes. Certain
types of outages typically result in a large amount of customer minutes lost, but are infrequent, such
as Loss of Supply outages. Others tend to be more frequent, but result in few customer minutes lost.
See a e 10 for Cause Cate 0 exam les.
Idaho CY2006 Customer Minutes Lost (excl. ME)
Equipment Failure (34 % )
Weather (18%)Interference ( 10% )
Loss of Supply (11 % )
Operational (0 % )
Other (9 % )
Idaho CY2006 Sustained Interruptions (excl. ME)
Environment (0 %)
Loss of Supply (1 % )
Operational (0 % )
Weather (13%)
Equipment Failure (31 %)
Interference (6 % )
Trans Line Failure (0 %)
Planned (6%)Trees (3%)
TransTeml Equip. (0 %)
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Service Quality Review
April 2006 - December 2006
Environment
Contamination or Airborne Deposit (i.e. salt, trona ash, other chemical dust
sawdust, etc.); corrosive environment; flooding due to rivers, broken water main
etc.; fire/smoke related to forest, brush or building fires (not including fires due to
faults or Ii htnin .
Wind (excluding windborne material); snow, sleet or blizzard; ice; freezing fog;
frost; Ii htnin .
Structural deterioration due to age (incl. pole rot); electrical load above limits;
failure for no apparent reason; conditions resulting in a pole/cross arm fire due to
reduced insulation qualities; equipment affected by fault on nearby equipment (i.e.
broken conductor hits another line.
Interference
Animals and Birds
Accidental Contact by Rocky Mountain Power or Rocky Mountain Power
Contractors (including live-line work); switching error; testing or commissioning
error; relay setting error, including wrong fuse size, equipment by-passed; incorrect
circuit records or identification; faulty installation or construction; operational orsafe restriction.
loss of Supply
Planned
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Service Quality Review
April 2006 - December 2006
5 Reduce CPI for Worst Performing Circuits by 200/0
On a routine basis, the Company reviews circuits for performance. One of the measures that it uses
is called circuit performance indicator (CPI), which is a blended weighting of key reliability metrics
covering a three-year time-frame. The higher the number, the poorer the blended performance the
circuit is delivering. As part of the Company s Performance Standards Program , it annually selects a
set of Worst Performing Circuits for target improvement. The improvements are to be completed
within two years of selection. Within five years of selection, the average performance of the 5-
selection set must improve by at least 20% (as measured by comparing current performance against
baseline performance).
IDAHO WORST PERFORMING Perfonnance
CIRCUITS BASELINE 12/31/06
Circuit Performance Indicator 2005 (CPI05)
Program Year 8:
Tarahee 11 505
Shelley 13 455
Newdale 12 219
344
Sandcr 328
Proaram Year 7:
Goshen 12 201 I
Grace 121 265
Shelley 121 367
Ammon 12 100
Riabv 12 236
Proqram Year 6:
Chesterfield-Fish Creek
_.,..
135
Riabv-Ucon 69KV
Rigby-Webster 69KV
Goshen-Riabv 69KV
Sandcreek 11 3331 3581
Circuit Performance Indicator 1999 (CPI99)
Proqram Year 5:
Hayes 12 1471 238
Webster 12 North 707 113
A""600 144
Can--- ~496 414
Canyon Cr 423 295
Proqram Year 4:
Berenice 21 281 I 3791
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,.".,
361 433
Ant o-".164 312
Ucon 11 242 259
Alexander 11 431 143
ProQram Year 3:
Winsper 22 1194 489
Idaho Falls 14 458 206
Holbrook 11 58311 1681
Thornton 11 15511 531
Montpelier 13 180 30 I
Service Quality Review
April 2006 - December 2006
Restore Service to 800/0 of Customers within 3 Hours (across 3 years)
IDAHO RESTORATIONS WITHIN 3 HOURS
Year Program to Date = 88%
April 1 - December 31 , 2006 = 86%
April II June July August September
84%80%85%88%82%87%
I October I November December January February March
96%94%96%
7 Telephone Service and Response to Commission Complaints
COMMITMENT GOAL I PERFORMANCE
PS5-Answer calls within 30 seconds 80%80%
I PS6a) Respond to commission complaints within 3 95%100%I days
PS6b) Respond to commission complaints regarding nr::OI 100%service disconnects within 4 hours v,""
PS6c) Resolve commission complaints within 30 95%100%days
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Service Quality Review
April 2006 - December 2006
CUSTOMER GUARANTEES
Idaho State Customer Guarantees Summary Status
customerguarantees April to December 2006
Idaho
CG1
CG2
CG3
CG4
CG5
CG6
CG7
2006 2005
Description Events Failures %Success Paid Events Failures % Success Paid
Restoring Supply 186 99.167,985 99.
Appointments 055 99.$50 177 100.
Switching on Power 297 99.$150 510 99.$50
Estimates 435 100.455 100.
Respond to Billing Inquiries 641 99.$50 762 99.$150
Respond to Meter Problems 98.$50 95.$150
Notification of Planned Interruotions 397 99.$50 794 99.$50
94,080 99.$350 174 757 99.$400
Effective April 1 , 2005 , a modified customer guarantee program was implemented. The new program streamlines
and simplifies the guarantees.
Overall Guarantee performance remains above 99%, demonstrating Rocky Power s continued commitment to
customer satisfaction.
Major Events are excluded from the Customer Guarantees program.
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A DIVISION OF PACIFICORP
IDAHO
SERVICE QUALITY
RE.VIEW
January June 30, 2007
Report
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Service Quality Review
January - June 2007IDAHO
TABLE OF CONTENTS
EXECUTIVE SUMMARY.................. ................. .................. ....... ............... ........ ......... ........... ...... 3
Service Standards Program Summary .................................................................................. 3
1 Rocky Mountain Power Customer Guarantees................................................................. 3
Rocky Mountain Power Performance Standards.............................................................. 4
Reliability Definitions ........................................................................................................
POST MERGER PERFORMANCE STANDARDS ................................................................
1 System Average Interruption Duration Index (SAIDI) ....................................................... 7
2 System Average Interruption Frequency Index (SAIFI) .................................................... 8
3 Cause Code Analysis ....................................................................................................... 9
2.4 Reduce CPI for Worst Performing Circuits by 20% ........................................................
Restore Service to 80% of Customers within 3 Hours (across 3 years) .........................
Telephone Service and Response to Commission Complaints ......................................
CUSTOMER GUARANTEES.......... .............................................. ........... ........................... 13
Idaho State Customer Guarantees Summary Status...................................................... 13
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Service Quality Review
January - June 2007IDAHO
EXECUTIVE SUMMARY
Rocky Mountain Power Power Delivery has a number of Customer Service Standards and Service
Quality Measures with performance reporting mechanisms currently in place. These standards and
measures define Rocky Mountain Power s target performance (both personnel and network reliability
performance) in delivering quality customer service. The Company developed these standards and
measures using industry standards (to the extent they exist) for collecting and reporting performance
data. In some cases, Rocky Mountain Power has decided to exceed these industry standards. In other
cases, largely where the industry has no established standards, Rocky Mountain Power
has developed metrics, targets and reporting. These standards and measures can be used over time,
both historically and prospectively, to measure the service quality delivered to our customers.
Service Standards Program Summary
Effective April 1 2005 through March 31 , 2008
Rocky Mountain Power Customer Guarantees
Customer Guarantee 1:The Company will restore supply after an
Restoring Supply After an Outage outage within 24 hours of notification with
certain exceptions as described in Rule 25.
Customer Guarantee 2:The Company will keep mutually agreed upon
Appointments appointments which will be scheduled within a
two-hour time window.
Customer Guarantee 3:The Company will switch on power within 24
Switching on Power hours of the customer or applicant's request
provided no construction is required , all
government inspections are met and
communicated to the Company and required
payments are made. Disconnections for
nonpayment, subterfuge or theft/diversion of
service are excluded.
Customer Guarantee 4:The Company will provide an estimate for new
Estimates For New Supply supply to the applicant or customer within 15
working days after the initial meeting and all
necessary information is provided to the
Company.
Customer Guarantee 5:The Company will respond to most billing
Respond To Billing Inquiries inquiries at the time of the initial contact. For
those that require further investigation, the
Company will investigate and respond to the
Customer within 10 workinq days.
Customer Guarantee 6:The Company will investigate and respond to
Resolving Meter Problems reported problems with a meter or conduct a
meter test and report results to the customer
within 10 workinq days.
Customer Guarantee 7:The Company will provide the customer with at
Notification of Planned Interruptions least two days notice prior to turning off power
for planned interruptions.
Note: See Rules for complete description of terms and conditions for the Customer Guarantee Program.
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Service Quality Review
January - June 2007IDAHO
2 Rocky Mountain Power Performance Standards
Network Performance Standard 1:The Company will improve SAIDI by 6% by
Improve System Average Interruption Duration March 31 , 2008.
Index (SAID!)
Network Performance Standard 2:The Company will improve SAIFI by 6% by
Improve System Average Interruption March 31 , 2008.
Frequency Index (SAIFI)
Network Performance Standard 3:The Company will reduce by 20% the circuit
Improve Under Performing Circuits performance indicator (CPI) for a maximum of
five under performing circuits on an annual
basis within five years after selection.
Network Performance Standard 4:The Company will restore power outages due
Supply Restoration to loss of supply or damage to the distribution
system on average to 80% of customers within
three hours.
Customer Service Performance Standard 5:The Company will answer 80% of telephone
Telephone Service level calls within 30 seconds. The Company will
monitor customer satisfaction with the
Company s Customer Service Associates and
quality of response received by customers
through the Company s eQuality monitoring
system.
Customer Service Performance Standard 6:The Company will a) respond to at least 95%
Commission Complaint Response/Resolution of non-disconnect Commission complaints
within three working days and will b) respond
to at least 95% of disconnect Commission
complaints within four working hours, and will
c) resolve 95% of informal Commission
complaints within 30 days.
Note:
Performance Standards , 2 & 4 are for underlying performance days and exclude those classified
Major Events.
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Service Quality Review
January - June 2007IDAHO
Reliability Definitions
This section will define the various terms used when referring to interruption types, performance
metrics and the internal measures developed to meet its performance plans.
Interruption Types
Below are the definitions for interruption events. For further details , refer to IEEE P1366-20031
Standard for Reliability Indices.
Sustained Outage
A sustained outage is defined as an outage of equal to or greater than 5 minutes in duration.
Momentary Outage
A momentary outage is defined as an outage of less than 5 minutes in duration. Rocky Mountain
Power has historically captured this data using substation breaker fault counts.
Reliability Indices
SAIDI
SAIDI (sustained average interruption duration index) is an industry-defined term to define the
average duration summed for all sustained outages a customer experiences in a given time-frame. It
is calculated by summing all customer minutes lost for sustained outages (those exceeding 5
minutes) and dividing by all customers served within the study area. When not explicitly stated
otherwise, this value can be assumed to be for a one-year period.
Daily SAIDI
In order to evaluate trends during a year and to establish Major Event Thresholds, a daily SAIDI value
is often used as a measure. This concept was introduced in IEEE Standard P1366-2003. This is the
day s total customer minutes out of service divided by the static customer count for the year. It is the
total average outage duration customers experienced for that given day. When these daily values are
accumulated through the year, it yields the year s SAIDI results.
SAIFI
SAIFI (sustained average interruption frequency index) is an industry-defined term that attempts to
identify the frequency of all sustained outages that the average customer experiences during a given
time-frame. It is calculated by summing all customer interruptions for sustained outages (those
exceeding 5 minutes in duration) and dividing by all customers served within the study area.
CEMI
CEMI is an acronym for Customers Experiencing Multiple (Sustained and Momentary) Interruptions.
This index depicts repetition of outages across the period being reported and can be an indicator of
recent portions of the system that have experienced reliability challenges. This metric is used to
evaluate customer-specific reliability
CPI99
CPI99 is an acronym for Circuit Performance Indicator, which uses key reliability metrics (such as
SAlOl and SAIFI) to identify underperforming circuits. It excludes Major Event and Loss of Supply or
Transmission outages.
1 P1366-2003 was adopted by the IEEE Commissioners on December 23, 2003. The definitions and methodology
detailed therein are now industry standards.
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Service Quality Review
January - June 2007IDAHO
CPIO5
CPI05 is an acronym for Circuit Performance Indicator, which uses key reliability metrics (such as
SAIDI and SAIFI) to identify underperforming circuits. Unlike CPI99 it includes Major Event and Loss
of Supply or Transmission outages.
Performance Tvpes & Commitments
Rocky Mountain Power recognizes two categories of performance: underlying performance and
major events. Major events represent the atypical, with extraordinary numbers and durations for
outages beyond the usual. Ordinary outages are incorporated within underlying performance. These
types of events are further defined below.
Major Events
A Major Event is defined as a 24-hour period where SAIDI exceeds a statistically-derived threshold
value, Reliability Standard IEEE P1366-2003.
Underlying Events
Within the industry, there has been a great need to develop methodologies to evaluate year-on-year
performance. This has led to the development of methods for segregating outlier days, via the
approaches described above. Those days which fall below the statistically-derived threshold
represent "underlying" performance, and are valid (with some minor considerations for changes in
reporting practices) for establishing and evaluating meaningful performance trends over time.
Post-Merger Commitment Target
Because of the benefits that the Company and its customers and regulators experienced from the
Service Standards Program, the Company filed and received approval to continue the program
through 3/31/2008. From a reliability perspective, the Company continues to develop stretch goals
that will deliver important improvements to its customers.
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Service Quality Review
January - June 2007IDAHO
POST MERGER PERFORMANCE STANDARDS
During the reporting period , the Company experienced mixed reliability results , with
interruption duration (SAIDI) and interruption frequency (SAIFI) off plan. This performance
can be seen in the following charts. No Major Event threshold levels2 were met during the
period.
1 System Average Interruption Duration Index (SAlOl)
During the reporting period, the Company experienced outage duration reliability slightly over
operating plan. Notably, two different days (January 16 and June 6) impacted reliability results
significantly. They accounted for approximately 13 minutes to the half-year performance. These
were initiated by loss of supply and weather. Despite exceeding operating plan SAIDI for the period,
Idaho reliability is still improved over prior period performance, but slightly over operating plan targets.
January 1 through June 30, 2007
SAIDI Actual SAIDI Plan
I Idaho Total
IDAHO SAiDI Comparison to Plan
250
200
1/1
::::s 150
:!!:
100
(J)
....
-Operating Plan Target
- -
'Total2007SAIDI
-Underlying 2007 SAlOl
....
CiS
........j:;:::....(j)....
2 In 2005 the Company adopted via its Service Standard Program filing, the use ofIEEE P1366-2003 , wherein a statistically-
based threshold for a Major Event Day is developed. At the time of the development of the Merger Commitment targets and
pre-merger baselines, it was estimated that approximately 39 SAIDI minutes and 0.4 SAIFI events were embedded in these
metrics. The charts included do not reflect the exclusion of these minutes.
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Service Quality Review
IDAHO January - June 2007
2 System Average Interruption Frequency Index (SAIFI)
During the reporting period, the company experienced outage frequency reliability that was poorer
than the Operating Plan, but improved over the prior year performance. During this time, three larger
magnitude outage events occurred on the transmission system, including January 16 , June 3 and
June 20.
January 1 through June 30, 2007
SAIFI Actual SAIFI Plan
Idaho Total 365 110
IDAHO SAiA Comparison to Plan
1.5
u:::
Operating Plan Target
- -
'Tota12007SAIFI
Underlying 2007 SAIFI
;:::
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IDAHO
Service Quality Review
January - June 2007
3 Cause Code Analysis
The charts below show customer minutes lost by cause category and sustained interruptions by
cause category. Customer minutes lost is directly related to SAIDI (the average outage duration for a
customer), while sustained interruptions depict the total number of outages by their causes. Certain
types of outages typically result in a large amount of customer minutes lost, but are infrequent, such
as Loss of Supply outages. Others tend to be more frequent, but result in few customer minutes lost.
See a e 10 for Cause Cate 0 exam les.
IDAHO C'Y2007 Customer Minutes Lost (exel. ME)
Equipment Failure (29 % )
Interference (3 % )Environment (0 % )
Animals (2 % )
Weather (9 % )
Trees (0 % )
Loss of Supply (33 % )
Operational (0 % )
Other (9 % )
IDAHO C'Y2007 Sustained Interruptions (exel. ME)
Environment (0 % )
Interference (6 % )
Weather (6 % )
Equipment Failure (34 % )
TransLine Failure (0 %) Trees (2 %)
TransTerm Equip. (0 % )
PI anned (10 % )
Loss of Supply (5 % )
Operational ( 1 % )Other (19%)
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IDAHO
Service Quality Review
January - June 2007
" ", \"" ", .., ,,' ";' :,, "," ': "' .
~~EtPat~orY "
" :
Environment
Weather
Structural deterioration due to age (incl. pole rot); electrical load above
limits; failure for no apparent reason; conditions resulting in a
pole/cross arm fire due to reduced insulation qualities; equipment
affected by fault on nearby equipment (i.e. broken conductor hits
another line.
Equipment Failure
Interference
Willful damage, interference or theft; such as gun shots, rock
throwing, etc; customer, contractor or other utility dig-in; contact by
outside utility, contractor or other third-party individual; vehicle
accident, including car, truck, tractor, aircraft, manned balloon; other
interferin ob'ect such as straw, shoes , strin balloon.
Animals and Birds Any problem nest that requires removal, relocation, trimming, etc; any
birds, squirrels or other animals, whether or not remains found.
Operational
loss of Supply
Planned
Transmission requested, affects distribution sub and distribution
circuits; Company outage taken to make repairs after storm damage,
car hit pole, etc.; construction work, regardless if notice is given;
rollin blackouts.
Other Cause Unknown; use comments field if there are some possible
reasons.
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'ROCKY MOUNTAIN
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Service Quality Review
January - June 2007IDAHO
4 Reduce CPI for Worst Performing Circuits by 200/0
On a routine basis, the Company reviews circuits for performance. One of the measures that it uses
is called circuit performance indicator (CPI), which is a blended weighting of key reliability metrics
covering a three-year time-frame. The higher the number, the poorer the blended performance the
circuit is delivering. As part of the Company s Performance Standards Program , it annually selects a
set of Worst Performing Circuits for target improvement. The improvements are to be completed
within two years of selection. Within five years of selection, the average performance of the 5-
selection set must improve by at least 20% (as measured by comparing current performance against
baseline performance).
IDAHO WORST PERFORMING Performance
CIRCUITS BASELINE 6/30/07
Circuit Performance Indicator 2005 (CPI05) (including current
project status)
Program Year 8:
Targhee 11: In n,505
Shelley 13: In D 455
Newdale 12: In D 219
Arco 13:In Development 344
Sandcreek 12:In Development I 3281
Program Year 7:
Goshen 12: C 201
Grace 12: In Pro 265
Shelley 12: Com'36711
Ammon 12: In Progress 100
Rigby 12: Completed 236
Program Year 6:
Chesterfield-Fish Creek 46KV: In
Development 135
Rigby-Ucon 69KVc com
34
Goshen-Rigby 69KV: Com
..l
Sandcreek 11: Com ..I 291
Circuit Performance Indicator 1999 (CPI99)
Program Year 5:
Hayes 12 1471 201
Webster 12 North 707 I 1041
Hoopes 12 600 I 1431
Canyon Creek 21 4961 3091
Canyon Creek 22 423 288
Program Year 4:
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Berenice 21
Berenice 22
Antelo e Flats
Ucon 11
Alexander 11
Service Quality Review
January - June 2007
352
IDAHO
Pro ram Year 3:
Wins er 22
Idaho Falls 14
Holbrook 1
Thornton 11
Mont elier 13
1194
458
155
180
450
168
166
5 Restore Service to 80% of Customers within 3 Hours (across 3 years)
IDAHO RESTORATIONS WITHIN 3 HOURS
Year Program to Date 89%
January 1 - June 30 , 2007 = 95%
January February March April May June
97%97%87%98%91%94%
July August September October November December
6 Telephone Service and Response to Commission Complaints
COMMITMENT GOAL PERFORMANCE
PS5-Answer calls within 30 seconds 80% 82%
PS6a) Respond to commission complaints within 3 95%100%days
PS6b) Respond to commission complaints regarding 95%None Re--
:"-
..J
service disconnects within 4 hours
PS6c) Resolve commission complaints within 30 95%100%days
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Service Quality Review
January - June 2007IDAHO
CUSTOMER GUARANTEES
Idaho State Customer Guarantees Summary Status
cu stom erg uara ntees January to June 2007
Idaho
CG1
CG2
CG3
CG4
CG5
CG6
CG7
2007 2006
Description Events Failures %Success Paid Events Failures %Success Paid
Restoring Supply 703 100.75,448 100.
Appointments 715 99.$100 691 100.
Switching on Power 731 99.$50 766 100.
Estimates 255 100.246 100.
Respond to Billing Inquiries 378 100.485 99.$100
Respond to Meter Problems 100.91.$100
Notification of Planned InterruDtions 717 99.$50 690 100.
98,559 99.$200 78,350 99.$200
Effective April 1 , 2005, a modified customer guarantee program was implemented. The new program streamlines
and simplifies the guarantees.
Overall Guarantee performance remains above 99%, demonstrating Rocky Mountain Power s continued
commitment to customer satisfaction.
Major Events are excluded from the Customer Guarantees program.
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