20011109Order No 28891_mod.doc

BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION

in the matter of THE PETITION OF PacifiCorp TO MODIFY ORDER NO. 28213 TO ELIMINATE 80/10 CALL CENTER RESPONSE CUSTOMER PERFORMANCE STANDARD. )
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CASE NO. PAC-E-01-14

NOTICE OF PETITION

NOTICE OF MODIFIED PROCEDURE

ORDER NO. 28891

YOU ARE HEREBY NOTIFIED that on October 16, 2001, a petition was filed by PacifiCorp asking the Commission to modify Order No. 28213 issued November 15, 1999 in Case No. PAC-E-99-1. In that Order the Commission approved the merger of PacifiCorp and Scottish Power PLC, subject to various terms and conditions. Included in the conditions ordered by the Commission are performance standards and customer guarantees, including a goal to reduce customer wait time on calls to PacifiCorp’s service center. Within 120 days after completion of the merger, PacifiCorp was to reduce customer wait time for 80% of calls being answered within 30 seconds (“80/30”). Effective January 1, 2001, the goal became 80% of calls answered in 20 seconds (“80/20”), and starting January 1, 2002, 80% of calls are to be answered in 10 seconds (the “80/10” rule). By its Petition, PacifiCorp asks the Commission to eliminate the 80/10 rule.
YOU ARE FURTHER NOTIFIED that in support of its Petition, PacifiCorp states that it met the 80/30 target as required, and currently is meeting the 80/20 requirement. PacifiCorp contends that, when the 80/10 commitment was made, “today’s energy environment with tight energy supplies, volatility in energy markets and the increase in the number of programs (e.g., customer energy challenge, increased interest in demand side management programs, etc.) was not envisioned.” PacifiCorp contends this environment has created an unanticipated increase in the volume of calls as well as more complex calls to PacifiCorp’s business centers. In addition, PacifiCorp received a Residential Focus Group Research Report indicating that the goal of answering 80% of calls within 10 seconds is unnecessary and not particularly important to the customer. To illustrate the point, PacifiCorp refers to its research showing that customer satisfaction with call center wait times was 70.4% “very satisfied” while the 80/30 standard was in place, and is 70.2% “very satisfied” during 2001 while the 80/20 rule is in place. PacifiCorp also asserts that according to the Edison Electric Institute’s 2001 Call Center Benchmarking Study, PacifiCorp’s call center service level is among the best in the U.S.
YOU ARE FURTHER NOTIFIED that the Commission has determined that the public interest may not require a formal hearing in this matter and will proceed under Modified Procedure pursuant to Rules 201 through 204 of the Idaho Public Utilities Commission’s Rules of Procedure, IDAPA 31.01.01.201 through -.204.
YOU ARE FURTHER NOTIFIED that any person desiring to state a position on this Application may file a written comment in support or opposition with the Commission within twenty-one (21) days from the date of this Notice. The comment must contain a statement of reasons supporting the comment. Persons desiring a hearing must specifically request a hearing in their written comments. Written comments concerning this application shall be mailed to the Commission and the Applicant at the addresses reflected below:
COMMISSION SECRETARY
IDAHO PUBLIC UTILITIES COMMISSION
PO BOX 83720
BOISE, IDAHO 83720-0074
Street Address for Express Mail:
472 W WASHINGTON ST
BOISE, ID 83702-5983 JOHN ERIKSSON
STOEL RIVES LLP
201 S MAIN ST STE 1100
SALT LAKE CITY UT 84111
All comments should contain the case caption and case number shown on the first page of this document.
YOU ARE FURTHER NOTIFIED that if no written comments are received within the time limit set, the Commission will consider this matter on its merits and enter its Order without a formal hearing. If written comments are received within the time limit set, the Commission will consider them and, in its discretion, may set the same for formal hearing.
O R D E R
IT IS HEREBY ORDERED, based on the Application and the determination of the Commission, that PacifiCorp’s Petition to Modify Order No. 28213 to Eliminate 80/10 Call Center Response Customer Performance Standard shall be processed by Modified Procedure, IDAPA 31.01.01.201-204.
DONE by Order of the Idaho Public Utilities Commission at Boise, Idaho this
day of November 2001.

PAUL KJELLANDER, PRESIDENT

MARSHA H. SMITH, COMMISSIONER

DENNIS S. HANSEN, COMMISSIONER

ATTEST:

Jean D. Jewell
Commission Secretary

vld/O:PACE0114_ws

NOTICE OF PETITION
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 28891 1

Office of the Secretary
Service Date
November 9, 2001