20050104Notice of Application Order No 29679.pdf

Office of the Secretary
Service Date
January 4, 2005
BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION
IN THE MATTER OF P ACIFICORP'
APPLICATION FOR APPROVAL OF
REVISIONS TO THE COMPANY'
CUSTOMER GUARANTEE RULE 25 AND
SCHED ULE 300
CASE NO. PAC-04-
NOTICE OF APPLICATION
NOTICE OF MODIFIED
PROCEDURE
ORDER NO. 29679
NOTICE OF APPLICATION
YOU ARE HEREBY NOTIFIED that on December 2 2004, PacifiCorp submitted
by electronic filing various changes in customer guarantees and performance standards, Rule 25
and Schedule 300. At the time of the merger between PacifiCorp and ScottishPower, the
Company agreed to implement seven performance standards and eight customer guarantees. See
Case No. P AC-99-1. The Company committed to a five-year term for the program, which
expires on March 31 , 2005. According to the current Application, the Customer Guarantee
Program has been very successful with a success rate in meeting the guarantee commitments in
Idaho of 99.9%. The Company now proposes to continue both the Customer Guarantee Program
and the Performance Standards Program citing: positive customer, employee, and regulatory
feedback regarding the service standards; the process improvements that have resulted from the
service standards; and the desire to maintain the Company s focus on providing excellent
customer service.
YOU ARE FURTHER NOTIFIED that the Company requests an effective date of
April 2005 for the revisions to Rule 25 and Schedule 300. Additionally, the Company
requests approval of the proposed changes by January 31 2005 to allow sufficient time to
implement the revisions by the requested April 1 , 2005 effective date.
Customer Guarantee Program
YOU ARE FURTHER NOTIFIED that the Company is proposIng several
improvements to the current customer guarantees and the elimination of one guarantee. The
NOTICE OF APPLICATON
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 29679
Company proposes a three-year duration for the modified program, with an expiration date of
March 31 , 2008. It also proposes an efficacy review of the program by the Company and
Commission Staff at that time to determine what modifications should be made in the future.
Under the modified program the Company will guarantee the following services: 1) restoring
supply after an outage; 2) meeting appointments; 3) connecting new service; 4) providing an
estimate; 5) responding to billing inquiries; 6) resolving meter problems; and 7) providing notice
on planned interruptions. The Company seeks to eliminate the existing Customer Guarantee No.
, Responding to Power Quality Complaints.
Network Performance Standards
YOU ARE FURTHER NOTIFIED that the Company proposes to retain four
Network Performance Standards and eliminate one. According to the Application the Company
proposes: 1) to improve SAIDI (system average sustained interruption duration index) results by
6% within the three years to achieve a target of SAIDI of no more than 206.3 minutes; 2) to
improve SAIFI (system average sustained interruption frequency index) results by 6% within the
three years to achieve a target of SAIFI of no more than 2.34 events; 3) to select five urider-
performing circuits in Idaho on an annual basis and undertake corrective measures to reduce the
CPT (circuit performance indicator) by 20% within two years; and 4) to restore power outages
due to a loss of supply or damage to the Company s distribution system on average to 80% of
customers within three hours.The Company seeks to eliminate the network performance
standard relating to MAIFI (momentary average interruption frequency index).
Customer Service Performance Standards
YOU ARE FURTHER NOTIFIED that the Company is proposing changes in the
telephone performance standard and the complaint performance standard. The Application
proposes to adjust the service level for telephone response from 80% of calls answered in 20
seconds, to 80% of calls answered in 30 seconds, and to focus on the quality of service that
customers receive by monitoring customer satisfaction with the Company s customer service
associates and the quality of response the customers receive. The Company is also proposing
changes to the complaint performance standard to indicate that the Company will respond to at
least 95% of Commission complaints within 30 days.
NOTICE OF APPLICATON
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 29679
NOTICE OF MODIFIED PROCEDURE
YOU ARE FURTHER NOTIFIED that the Commission has reviewed the filing of
record in Case No. PAC-04-7. The Commission has preliminarily determined that the public
interest may not require a hearing to consider the issues presented in this case and that issues
raised by the Company s filing may be processed under Modified Procedure, i., by written
submission rather than by hearing. IDAPA 31.01.01.201-204. In so doing, the Commission
notes that Modified Procedure and written comments have proven to be an effective means for
obtaining public input and participation.
YOU ARE FURTHER NOTIFIED that the Commission may not hold a hearing in
this proceeding unless it receives written protests or comments opposing the use of Modified
Procedure and stating why Modified Procedure should not be used. IDAPA 31.01.01.203.
YOU ARE FURTHER NOTIFIED that if no protests or written comments are
received within the deadline, the Commission will consider the matter and enter its Order
without a hearing. If protests or COITlments are filed within the deadline, the Commission will
consider them and may, in its discretion, set the matter for hearing or decide the matter and issue
its Order on the basis of the written positions before it. IDAP A 01.01.01.204.
NOTICE OF COMMENT/PROTEST DEADLINE
YOU ARE FURTHER NOTIFIED that the deadline for filing written comments
or protests with respect to the Application and the Commission s use of Modified Procedure in
Case No. P AC-04- 7 is January 19,2005. Persons desiring a hearing must specifically request
a hearing in their written protests or comments.
YOU ARE FURTHER NOTIFIED that written comments concernIng Case No.
P AC-04- 7 should be mailed to the Commission and to PacifiCorp at the addresses reflected
below.
Commission Secretary
Idaho Public Utilities Commission
PO Box 83720
Boise, ID 83720-0074
Data Request Response Center
PacifiCorp
825 NE Multnomah, Suite 800
Portland, OR 97232
E-mail: datarequest~pacificorp.com
Street Address For Express Mail:
472 W. Washington Street
Boise, ID 83702-5983
NOTICE OF APPLICATON
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 29679
These comments should contain the case caption and case number shown on the first page of this
document.Persons desiring to submit comments via e-mail may do so by accessing the
Commission s homepage located at www.puc.state.id.. Click the "Comments and Questions
icon, and complete the comment form, using the case number as it appears on the front of this
document. These comments must also be sent to PacifiCorp at the address listed above.
CONCLUSIONS OF LAW
The Idaho Public Utilities Commission has jurisdiction over PacifiCorp, its
Application for Approval of Revisions to the Company s Customer Guarantee Rule 25 and
Schedule 300, and the issues involved in this case by virtue of Title 61 Idaho Code and the
Commission s Rules of Procedure, ID AP A 31.0 1.01.000 et seq.
The Commission has preliminarily determined that the public interest may not
require a hearing to consider the issues presented in this case and that issues raised by the
Company s filing may be processed under Modified Procedure, i., by written submission
rather than by hearing. IDAPA 31.01.01.201-204. In so doing, the Commission notes that
Modified Procedure and written comments have proven to be an effective means for obtaining
public input and participation.
ORDER
IT IS HERBY ORDERED that this case be processed under Modified Procedure.
Persons interested in submitting written comments regarding this case or protesting the use
Modified Procedure should do so no later than January 19, 2005.
NOTICE OF APPLICATON
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 29679
DONE by Order of the Idaho Public Utilities Commission at Boise, Idaho this 1./ #t
day of January 2005.
ATTEST:
~eli
Commission Sec etary
O:P ACE0407
NOTICE OF APPLICATON
NOTICE OF MODIFIED PROCEDURE
ORDER NO. 29679
PAUL
MARSHA H. SMIT COMMISSIONER