20010326Order No 28686.doc

BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION

IN THE MATTER OF PACIFICORP DBA UTAH POWER & LIGHT COMPANY FOR APPROVAL OF MODIFICATION TO ITS IRRIGATOR HOTLINE PROGRAM. )
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CASE NO. PAC-E-01-3

ORDER NO. 28686

On February 9, 2001, PacifiCorp dba Utah Power & Light Company (PacifiCorp; Company) filed an Application with the Idaho Public Utilities Commission (Commission) for an Order approving modification to its Irrigator Hotline Program.
In the recent merger case of PacifiCorp and ScottishPower (Case No. PAC-E-99-1) the Company committed and the Commission required the following:
ScottishPower/PacifiCorp will extend the Irrigators’ Hotline facility in the Wasatch Business Center to seven days a week, from 7:00 a.m. to 7:00 p.m. The expansion to this successful, customized service will provide greater availability for responding to irrigator issues.

Order No. 28213, p. 11, Condition 15.

The Company has two “business centers” that answer customer telephone calls regarding service, collections and billing issues, the Wasatch Business Center and the Portland Business Center. At the time of the commitment to extend the Irrigator Hotline, the service was provided out of the Company’s Wasatch Business Center, and the intention of commitment was to extend the hours of operation. Prior to the extension, the Company was staffing the Irrigator Hotline Monday through Friday from 8:00 a.m. to 5:00 p.m. While the Company has continued to operate the Irrigator Hotline facility out of the Wasatch Business Center, the Company states that it has received very few calls on the Irrigator Hotline on Sundays. During the period April through December 2000, the Company received only 50 such calls.
In an effort to reduce costs and minimize upward pressure on rates, PacifiCorp states that it would like to close the Wasatch Business Center on Sundays, and direct calls from Idaho irrigators to its Portland Business Center, which is open 24 hours per day, seven days per week, where they will be routinely handled. Employees will receive additional training if needed to respond to these calls. For calls involving complex issues requiring research or follow up, necessary information will be obtained, and the Irrigator Hotline team will respond back to the customer the following work week. In addition, customers will be given the option of leaving a detailed message for follow up by the Irrigator Hotline team during the following work week.
PacifiCorp states that it has discussed with the president of the Idaho Irrigation Pumpers Association the proposal to direct Sunday calls to its Portland Business Center, and is advised that the Association has no objection to the change.

On February 22, 2001, the Commission issued Notices of Application and Modified Procedure in Case No. PAC-E-01-3. The deadline for filing written comments was March 14, 2001. Commission Staff was the only party to file comments. Staff supports the Company’s proposal.
COMMISSION FINDINGS
The Commission has reviewed and considered the filings of record in Case No. IPCE-01-3. The Commission has also considered the related comments and recommendation of Commission Staff.
PacifiCorp proposes to modify its Irrigator Hotline Program by answering Sunday calls from Idaho irrigators at its Portland Business Center. Based on the record, the Commission finds that the proposed change is cost-effective and will not result in degradation in customer service. We find that with the proposed change the Company can continue to meet the needs of Idaho irrigators. The Commission finds the proposed change to be reasonable.
CONCLUSIONS OF LAW
The Idaho Public Utilities Commission has jurisdiction over this matter and PacifiCorp dba Utah Power & Light Company, an electric utility, pursuant to the authority and power granted under Title 61, Idaho Code and the Commission’s Rules of Procedure, IDAPA 31.01.01.000 et seq.

O R D E R
In consideration of the foregoing, IT IS HEREBY ORDERED and PacifiCorp is hereby authorized to modify its Irrigator Hotline program by directing Sunday calls from Idaho irrigators to its Portland Business Center rather than its Wasatch Business Center. Reference ON 28213, p. 11, Condition 15.
THIS IS A FINAL ORDER. Any person interested in this Order may petition for reconsideration within twenty-one (21) days of the service date of this Order. Within seven (7) days after any person has petitioned for reconsideration, any other person may cross-petition for reconsideration. See Idaho Code § 61-626.
DONE by Order of the Idaho Public Utilities Commission at Boise, Idaho this _______ day of March 2001.

DENNIS S. HANSEN, PRESIDENT

MARSHA H. SMITH, COMMISSIONER

PAUL KJELLANDER, COMMISSIONER

ATTEST:

Jean D. Jewell
Commission Secretary

vld/O:PAC-E-01-03_sw

ORDER NO. 28686 1

Office of the Secretary
Service Date
March 26, 2001