HomeMy WebLinkAbout2001316Decision Memo.docDECISION MEMORANDUM
TO: COMMISSIONER HANSEN
COMMISSIONER SMITH
COMMISSIONER KJELLANDER
JEAN JEWELL
RON LAW
LOU ANN WESTERFIELD
GENE FADNESS
BILL EASTLAKE
DON HOWELL
RANDY LOBB
DAVE SCHUNKE
TONYA CLARK
BEVERLY BARKER
WORKING FILE
FROM: SCOTT WOODBURY
DATE: MARCH 16, 2001
RE: CASE NO. PAC-E-01-3 (PacifiCorp)
IRRIGATOR HOTLINE PROGRAM—MODIFICATION
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-99-01) 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 upper 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. As needed, employees will receive additional training 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. To the extent the condition requiring the extension of Hotline facility may be read as constraining the location of the facility, PacifiCorp seeks approval through this Application to route Sunday calls to its other Business Center.
PacifiCorp states that it has discussed with the president of the Idaho Irrigation Pumpers Association (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 (attached). Staff supports the Company’s proposal.
Commission Decision
PacifiCorp in Case No. PAC-E-01-3 proposes modifying its Irrigator Hotline Program by switching Sunday calls from its Wasatch Business Center to its Portland Business Center. Staff supports the Company’s proposal. Does the Commission find it reasonable to approve the proposed change? If not, what is the Commission’s preference?
Scott Woodbury
bls/M:pac0103_sw2
DECISION MEMORANDUM 2