20050131Order No 29698.pdf

Office of the Secretary
Service Date
January 31 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
SCHEDULE 300
ORDER NO. 29698
CASE NO. PAC-04-
On December 2, 2004, PacifiCorp submitted by electronic filing various changes in
customer guarantees and performance standards using a tariff advice proceeding. Because of the
significant changes proposed by the Company, the Commission Staff recommended processing
the proposed changes using Modified Procedure with a comment period. In Order No. 29679 the
Commission ordered the use of Modified Procedure with a comment period ending January 19
2005. The only comments received were those of the Commission Staff. In this Order the
Commission approves the Company s Application with some minor changes.
BACKGROUND
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 Company s 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.
THE APPLICATION
The Company requested an effective date for the proposed revisions of April 1 , 2005
as the current standards expire on March 31 , 2005. Additionally, the Company requested
approval of the proposed revisions by January 31 , 2005 in order to train employees and make the
necessary system changes to implement the revisions.
ORDER NO. 29698
Customer Guarantee Program
The Company is proposing several improvements to the current customer guarantees
and the elimination of one guarantee. The Company proposes a three-year duration for the
modified program, with an expiration date of March 31 , 2008, and including 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
The Company proposes to retain four Network Performance Standards and eliminate
one. According to the Application the Company proposes:1) to improve SAID I (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 under-performing circuits in Idaho on an annual basis
and undertake corrective measures to reduce the CPI (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
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
ORDER NO. 29698
standard to indicate that the Company will respond to at least 95% of Commission complaints
within 30 days.
STAFF COMMENTS
Staff commends the Company on its willingness to continue monitoring its
performance in several key areas. By establishing standards and guarantees, the Company has
reinforced its commitment to maintaining and, where possible, improving customer relations and
network service quality. Staff prepared "Attachment A" to its comments which summarizes the
relevant merger commitments made by the Company, its performance with respect to those
commitments, and how the proposed commitments compare to the existing commitments.
Staff recommended that the Commission accept the Company s proposal, with four
relatively minor changes/additions. First of all, in the Staffs Comments, Staff recommended
that the Commission not approve the proposed revision regarding the definition of a "maj or
event"(Staff Comments p. 5, Recommendation 4). However, subsequent to the filing of Staff
Comments the Company provided additional information that the proposed definition is actually
an accepted and officially adopted definition by the Institute of Electrical and Electronics
Engineers, Inc. (IEEE). Therefore, Staff s recommendation is that Section 3, on Sheet 25RA
refer to the "IEEE Guide for Electric Power Distribution Reliability Indices, Standard 1366tm-
2003." (Please see, Attachment 1 to this Memorandum).
With regard to the Company s proposed changes to Customer Guarantees, Staff
recommended approval of the changes provided that: (1) rather that stating that the Guarantees
are applicable to all active metered residential, Schedule 23 and Schedule 23A Customers" that
sheet 25R.1 be modified to list each schedule - Schedule 1 , 6A, 10 , 23A, and 36, in order to
clarify the customer classes that the Guarantees apply to; and (2) rather that stating "two days
(Customer Guarantee 7 - Notifying of Planned Interruptions) as proposed by the Company, that
Sheet 25R.3 be modified to specify "two calendar days" in order to clarify the time period and to
be consistent with other Guarantee provisions which reference "two working days" and "two
calendar days.
With regard to the Company s proposed changes to Network Performance Standards
Staff recommended approval of the changes, including the elimination of the standard relating to
Momentary Average Interruption Frequency Index (MAIFI) provided that the Company
develops its alternative plan for full-system momentary detection and provides a specific
ORDER NO. 29698
proposal to Staff as soon as possible. The Company has been measuring this index by breaker
counts and has found that this does not result in an adequate measurement of MAIF!. The
Company also believes that adding momentary detection to each circuit is cost-prohibitive and
data-intensive to investigate using current technology. The Company proposes to manage
momentary events within the delivery system and will rely on customer feedback to identify high
momentary outage activity. The Company has assured the Staff that it remains committed to
improving the network performance and customer concerns related to momentary events, and
will delineate cost-effective methods for full-system momentary detection deployment.
STAFF RECOMMENDATION
Staff recommended that the Commission accept the Company s proposal provided
that the following changes are made: (Attachment A shows the Staffs recommended
changes/additions)
1. That all Customer Guarantees apply to customers served under Schedules
, 10 , 23A, and 36 and that Sheet 25R.1 be modified to list those
schedules.
2. That the Customer Guarantee regarding notification of planned
interruptions (Sheet No. 25R.3) be modified to specify, "two calendar
days. "
3. That the Company provides a specific proposal to continue monitoring
momentary events as soon as possible.
4. That Sheet 25RA, Section 3 regarding the definition of "major event"
refer to the "IEEE Guide for Electric Power Distribution Reliability
Indices, Standard 1366tm-2003.
DISCUSSION
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
specifically Idaho Code ~~ 61-328, 61-503 , 61-507, and 61-528.
Under Modified Procedure the Commission, after receiving comments, may set the
matter for hearing or decide the matter and issue its order on the basis of the written positions
before it. 'IDAPA 31.01.01.203. We note that the only party to comment in this case was the
Commission Staff. It appears that the PacifiCorp s Performance Standards and Customer
ORDER NO. 29698
Guarantee Program have been somewhat successful in helping to accomplish the intended goal
of improving customer service in the Company s Idaho service area, as was envisioned when
that program was implemented out of the PacifiCorp-ScottishPower merger. Weare pleased that
the Company has elected to continue the program. Based upon the Application, the applicable
law, and the comments, the Commission approves the Application of PacifiCorp to revise
Customer Guarantee Rule 25 and Schedule 300, and to continue the Company s Performance
Standards and Customer Guarantee program. Additionally, we find the changes recommended
by the Commission Staff to be reasonable clarifications of the language in the Company
proposed revisions and should be incorporated into the revised Rule 25 and Schedule 300.
ORDER
IT IS HERBY ORDERED that the Application of PacifiCorp to revise its Customer
Guarantee Rule 25 and Schedule 300 is approved. The revisions shall take effect on April 1
2005 , and be effective through March 31 , 2008. Prior to its expiration, the Company and
Commission Staff will review the efficacy of the program to determine what modifications
should be made in the future.
IT IS FURTHER ORDERED that the changes/additions (No. 1-4) listed above in the
Staff Recommendation Section, and illustrated by Attachment A to this Order, shall be
incorporated into the Company s revisions.
ORDER NO. 29698
DONE by Order of the Idaho Public Utilities Commission at Boise, Idaho this 3 / ~
day of January 2005.
~l~
MARSHA H. SMITH, COMMISSIONER
ATTEST:
ewell Co ission Secretary
O:P ACE0407 dw2
ORDER NO. 29698
utahIm!r
C. No. 28
First Revision of Sheet No. 2SR.
Canceling Original Sheet No. 25R.
ELECTRIC SERVICE REGULATION NO. 25
STATE OF IDAHO
GENERAL RULES AND REGULATIONS
CUSTOMER GUARANTEES
This Rule provides general terms and conditions for the ,Company s Customer Guarantees which are
I applica~le to all active metiore
t';,;=tial. S~
hedule 23 and SdlGJuk 2JA Customers or Applicants utilizing
the servIces of the Company~ c::_
\ - , ,,- ( /
10 :L ~ 2.. ~ Pr .3 I"") I1. CUSTOMER GUARANTEE CREDIT:
For failure to meet a Customer Guarantee for Customer Guarantees 1 and 7, Customers must make a
claim for compensation- Valid compensation c1ainis for ~'ustomer Guarantees 1 and 7 submitted
within 30 days of the date of an outage will be credited to the- Customer's account. If the Company
fails,to meet a Customer Guarantee for Customer Guarantees 2 through 6-aHd.CustomcrGuatantee"
the credit will automatically be applied to the Customer s account. Where a Customer Guarantee
applies to an Applicant ' the Company will mail the guarantee payment to the Applicant. See
Schedule 300 for a description of the Customer Guarantee credits.
DESCRIPTION OF CUSTOlVIER GUARANTEES:
, (a) Customer Guarantee 1: Restoring Supply After An Outage
In the event oian,_outage, the Company will restore a Customer' s electric ~upply within 24
hours-of being'rlotifiedexcept where: ~
.., ..
(1)
(2)
(3)
The Customer agreed to remain without supply;
The Company offered the Customer a generator as 'an alternative means of supply;
There were prob!ems or safety-related issues with the Customer internal
equipment; or
Specialized equipment was required to restore the supply. *(4)
* Also see General Exceptions.
(Continued)
I Submitted Under Advice No. 04-1000 0,1
I ISS~D: December 2. 20041rfay .11,2000 EFFECTIVE: April.!. 2005July 1, 2000
ATTACHMENT A
CASE NO. PAC-O4-
ORDER NO. 29698
utah
D IMlM
- I.C. No. 28
First Revision of Sheet No. 2SR.
Cancelin Original Sheet No. 2SR.
DESCRIPTION OF CUSTOMER GUARANTEES: (continued)
Cd) C:ustomer Cuarantee 4: Estimates For Nc"'y Supply (continued)
(3)The CompGIlY "vas unable to contact the CustCI:ic: cr l'\pplicant at the addr~ss
telephone number pro':ided by the Customer or Applicant; or
The Company rescheduled the. appomtment \vith ;1t least 2 ~ hours of notice. *(4)
* Also see General Exceptions.
(e) Cus~omer Guarantee 5: Responding To Bill Inquiries
The Company will respond to most billing inquiries at the time of the initial contact from the
Customer. For those inquiries that require further investigation, the Company will
investigate and respond to the Customer as soon as possible or at least within 10 workingdays.
(t) Customer Guarantee 6: Resolving Meter Problems
The Company will investigate and respond to reported problems with a Customer s meter
or conduct a meter test and report the results to the Customer, within lQ3- working days. If
more than one requested test is made in twelve months, the Customer will pay in advance a
charge as specified in Schedule 300.
(g) Customer Guarantee 7: Notifying Of Planned Interruptions c4~~
The Company will provide the Customer with at least two working ays notice prior to
turning off power for planned inteITUptions except where:
Ca. 1-b4~The Customer agreed to less than twoA'"f/orking days notice;
The interruption was due to work on meters or a meter test;
The interruption was a momentary inteITUption of less than 5 minutes;
Perm.anent repairs were carried out within three working days .of completing
tempOfaIj repairs followil'g an unplanned interruption;
The Customer was notified of a planned interruption which did not occur~ or
The safety of the public Company personnel or imminent failUre of Company
, equipment is a factor leading to an immediate interruption to carry out repair work.
(1)
(2)
(3)
(4)
(5)
(6)
* Also see General Exceptions
(Continued)
I Submitted Under Advice No. 04-1000 0'1
ISSUED: December 2. 2004Ma:r' .11,2000 EFFECTIVE: April L 2005July 1 , 2000
utahnlJL
C. No. 28
First Revision of Sh~t Nd.25RA
Cancelin Original Sheet No. 25R.4
DESCRIPTION OF CUSTOIVIER CV.:\.RANTEES: (continued)
To receive a credit, a Customer must make a claim for compensation within 30
calendar days of the date of the planned interruption.
(h) Customer Guaran ee 8: Responding To PO"WeT Quality Complaints
The Company ,-viiI begin an investigation of power quality compIaillt and respond to the
Custoiner \yithin scven \vorking daYG or explain il knO'.~;n problem to the Customer .withm
five working days.
GENERAL EXCEPTIONS:
Payment for the failure to meet a Customer Guarantee shall not be made if any of the followinggeneral exceptions occur.
(1) The ~ustomer or Applicant canceled .the requ~st ~dIor did not keep the ap?omtment. ThiS
will mc1ude the Customer or ApplIcant notifymg the Company they did not want t.he '1
Company to start action, or take any further action.
The . Customer or Applicant agreed that the acti~n taken by ,the Company met the ~
reqmrements of the guarantee.
* ~
The Customer or Applicant did not provide nece~sary infonnation or supplied mcoITect information.
Inability to access Company, Customer or Applicant s facilities beyond the control of the Company.
, .
An action . or default by someone other than a Company employee that is outside of the
Company s control, for example, road closures.
"""
Major events, such as storms, as currently defined~ the Institute of Electrical and:~:~:C
~i";~;:fo~~~ (~=lct 9;,"
;;'~ ::
~~~ f ~fe~~~~
supplies during a major event in another operating area or utility.
Safety-related issues which preclude the Company from meeting the guarantees.
Causes related to force majeure, which include but are not limited to: injunction or other
decree or order of any court or governmental agency having jurisdiction, strikes or other
labor disputes such as lockouts, slowdowns or work stoppages, sabotage, riot insurrection
acts of the public enemy, fITe, flood, explosion, extraordinary action of the elements
earthquake or other acts of God, or accidental destruction of or damage to facilities.
(2)
(3)
(4)
(5)
(6)
(7)
(8~
(9)
(Continued)
I Submitted Under Advice No. 04-1000 0-1
ISSUED: December , 200tll\'lay 11 , 2000 EFFECTIVE: April!. 2005Julyl, 2000
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