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HomeMy WebLinkAbout20050119Comments.pdfDONOVAN E. WALKER DEPUTY ATTORNEY GENERAL IDAHO PUBLIC UTILITIES COMMISSION PO BOX 83720 BOISE, IDAHO 83720-0074 (208) 334-0357 IDAHO BAR NO. 5921 RECEIVED iLED IT) r.rt''1!'j ow lilt" JAI, .' if 1 .: Lv .. lOt". PUBLIC U TIL triES COMMISSION Street Address for Express Mail: 472 W. WASHINGTON BOISE, ID 83702-5983 Attorney for the Commission Staff BEFORE THE IDAHO PUBLIC UTILITIES COMMISSION IN THE MATTER OF P ACIFICORP' APPLICATION FOR APPROVAL OF REVISIONS TO THE COMPANY'S CUSTOMER) GUARANTEE RULE 25 AND SCHEDULE 300. CASE NO. PAC-04- COMMENTS OF THE COMMISSION STAFF COMES NOW the Staff of the Idaho Public Utilities Commission, by and through its Attorney of record, Donovan E. Walker, Deputy Attorney General, and in response to the Notice of Application and Notice of Modified Procedure issued in Order No. 29679 on January 4 2005 submits the following comments. BACKGROUND 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. PAC-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 STAFF COMMENTS JANUARY 19 2005 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. STAFF ANALYSIS 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. PacifiCorp proposes to modify six of its existing Customer Guarantees, retain the existing Customer Guarantee regarding responding to bill inquiries, and eliminate the Customer Guarantee regarding responding to power quality complaints. PacifiCorp is proposing to modify three of its existing Network Performance Standards. The Company proposes to maintain its existing Network Performance Standard with respect to restoring service after outages and eliminate the standard relating to Momentary Average Interruption Frequency Index (MAIFI). Finally, the Company proposes to modify its two existing Customer Service Performance Standards. Staffhas prepared Attachment A summarizing the relevant merger commitments made by PacifiCorp, its performance with respect to those commitments, and how the proposed commitments compare to the existing commitments. If approved, the new Customer Guarantees and Performance Standards will take effect on April 1 , 2005 , and expire on March 31 2008. Customer Guarantees The Company proposes that the new Customer Guarantees apply only to residential and small commercial customers. The proposed Electric Service Regulation No. 25 , Sheet 25R. states that the Guarantees "are applicable to all active metered residential, Schedule 23 and Schedule 23A Customers or Applicants utilizing the services of the Company . Staff recommends that instead of referring to "residential", the Tariff itemize the applicable schedules. Staff recommends that the Tariff specifically refer to Schedule 1, Residential, and Schedule 36 Optional Time of Day. Staff also recommends that customers served under Schedule 6A, Large Power (Residential and Farm) and Schedulel0, Irrigation and Soil Drainage Pumping Power Service, be included under the Customer Guarantee Program. Customers served under Schedules STAFF COMMENTS JANUARY 19 2005 6A and 10 share characteristics of those customers served under Schedule 23 , General Service and Schedule 23A, General Service (Residential and Farm), which the Company proposes to include under the program. Therefore, it would be appropriate to include these additional schedules. Section 3 of Rule 25 identifies the conditions under which payment for the failure to meet a Customer Guarantee will not be made. In addressing major outage events such as storms, the Company proposes to use the definition of "major event" determined by the Institute of Electrical and Electronics Engineers, Inc. (IEEE). It is Staff s understanding that IEEE is developing standards for system design. However, the document containing those standards is still a work in progress. Until that work is complete, Staff recommends that the existing tariff language on Sheet 25R.4 remain unchanged. With respect to Customer Guarantee 7 - Notifying of Planned Interruptions, Staff agrees with the Company s proposal to change the time frame during which customers are notified of a planned interruption from two working days to two calendar days. Instead of simply referring to two days" as proposed by the Company, Staff recommends that Sheet No. 25R.3 be modified to specify "two calendar days . Substituting the word "calendar" for "working" will clarify the conditions under which this guarantee applies. Network Performance Standards The Company proposes to eliminate the network performance standard relating to Momentary Average Interruption Frequency Index (MAIFI). 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. Furthermore, 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 agrees with the objectives of this proposal. However, it is rather vague on how this is to be accomplished and the Staff would like to see more detail on the Companies plan. STAFF COMMENTS JANUARY 19 , 2005 Customer Service Performance Standards The Company proposes a telephone service level of answering at least 80 percent of calls within 30 seconds. Although the Company is meeting its current performance target of answering 80 percent of calls within 20 seconds, maintaining this service level has been challenging, requiring mandatory overtime and the use of employees who are not trained customer service representatives. Staff shares the Company s concern that increasing call volumes and the length of time necessary to adequately address each customer s concerns will create unnecessary tension as call center employees struggle to provide good customer service as well as meet the service level target. The Company s research indicates that customers would find the proposed target satisfactory. Staff agrees that establishing a performance standard of answering 80 percent of calls within 30 seconds will allow the Company additional flexibility in managing incoming customer call activity without having a negative impact on customer relations. The Company proposes to change its performance standard concerning response to and resolution of informal customer complaints filed with the Commission. The Company intends to respond to at least 95% of Commission complaints regarding disconnection within four working hours and 95% of all other types of complaints within three working days. The standard presently does not identify percentage targets for these measures. The Company proposes to retain the existing commitment to resolve 95 percent of complaints filed with the Commission within 30 calendar days. Staff notes that Rule 404 of the Utility Customer Relations Rules (IDAP 31.21.01) requires utilities to respond to informal complaints within 10 working days. If an extension is merited, utilities have up to 30 calendar days to provide a full and complete response to all complaints filed with the Commission. Staff has no problem with the Company s proposed revision of this performance standard, but wishes to remind the Company that Staff expects compliance with Rule 404 as well. Compliance has not been an issue recently. Due to PacifiCorp s prompt responses to the Commission, Staff was able to complete investigations and resolve complaints within eight working days on average during 2004. STAFF RECOMMENDATION Staff recommends that the Commission accept the Company s proposal provided that the following changes are made: ST AFF COMMENTS JANUARY 19 2005 1. That all Customer Guarantees apply to customers served under Schedules 1 , 6A, 10 , 23A and 36 and that Sheet 25R.l 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 provide a specific proposal to continue monitoring momentary events as soon as possible. 4. That the proposed revisions to Section 3 on Sheet 25R.4 regarding the definition of a major event not be approved and the current tariff language be retained. Respectfully submitted this 11+/A day of January 2005. onovan E. Walker Deputy Attorney General Technical Staff: Beverly Barker Dave Schunke i :umisc:comments/paceO4. 7 dwdesbab ST AFF COMMENTS JANUARY 19 2005 O( / ) n ~ .. . . . . . - + .- + -- - ~ U) .- + .. . . . . t : : ! 1 ( ! ) \0 . . -- - n z t r &; o ~ ~ ~ ~ (! ) ~ .. . . . . . . (J q : : : s .. . . . . - (! ) . - + I ... . . . U ) t ' I j H) ",! : : . . 0' \ ~ Me r g e r Co n d i t i o n s Co m m i t m e n t Ex c e p t i o n s Co m m e n t a r y Pr o p o s a l PA C - 99 - PA C - O4 - Cu s t o m e r S e r v i c e Wi t h i n 1 2 0 d a y s o f m e r g e r : a n s w e r In O r d e r N o . 2 8 9 2 9 , P A C - 01 - No p e n a l t y f o r f a i l u r e t o m e e t g o a l . Ch a n g e s t a n d a r d f r o m Pe r f o r m a n c e S t a n d a r d 80 % o f c a l l s w i t h i n 3 0 s e c o n d s . is s u e d 0 1 / 1 6 / 0 2 , C o m m i s s i o n an s w e r i n g 8 0 % o f c a l l s w i t h - ap p r o v e d m o d i f i c a t i o n o f m e r g e r Ac h i e v e d 8 6 / 3 0 w i t h i n 4 m o n t h s o f in 2 0 s e c o n d s t o a n s w e r i n g Av e r a g e s p e e d o f a n s w e r By 0 1 / 0 1 / 0 1 , 8 0 % w i t h i n 2 0 s e c o n d s . co m m i t m e n t . C o m m i s s i o n e l i m i n a t e d 80 % o f c a l l s w i t h i n 3 0 at B u s i n e s s C e n t e r s re q u i r e m e n t t o r e d u c e a v e r a g e s p e e d me r g e r ; a c h i e v e d 8 2 / 2 0 b y 0 1 / 0 1 / 0 1 . se c o n d s . By 0 1 / 0 1 / 0 2 80 % w i t h i n 1 0 s e c o n d s . of a n s w e r t o 8 0 % w i t h i n 1 0 s e c o n d s by 0 1 / 0 1 / 0 2 . An n u a l r e p o r t r e s u l t s : FY 2 0 0 1 a c h i e v e d 8 2 / 2 0 ; FY 2 0 0 2 , a c h i e v e d 8 1 / 2 0 ; FY 2 0 0 3 , a c h i e v e d 8 0 / 2 0 ; FY 2 0 0 4 , a c h i e v e d 8 0 / 2 0 . Cu s t o m e r S e r v i c e Wi t h i n 9 0 d a y s o f m e r g e r , c o m p a n y t o No p e n a l t y f o r f a i l u r e t o m e e t g o a l . Mo d i f y e x i s t i n g c o m m i t m e n t Pe r f o r m a n c e S t a n d a r d re s p o n d t o P U C w i t h i n 3 w o r k i n g d a y s to s p e c i f y a 9 5 % c o m p l e t i o n ex c e p t f o r c o m p l a i n t s r e g a r d i n g d i s - An n u a l r e p o r t r e s u l t s f o r F Y 20 0 1 ra t e f o r a l l m e a s u r e m e n t s . Co m m i s s i o n c o m p l a i n t co n n e c t i o n , w h i c h w i l l r e q u i r e r e - Co m p a n y t o r e s p o n d t o 9 5 % re s o l u t i o n sp o n s e w i t h i n 4 b u s i n e s s h o u r s . th r o u g h F Y 2 0 0 4 : a c h i e v e d 1 0 0 % f o r of P U C c o m p l a i n t s w i t h i n 3 al l m e a s u r e s e a c h y e a r . wo r k i n g d a y s , e x c e p t f o r Wi t h i n 9 0 d a y s , 9 0 % o f P U C c o m - th o s e r e g a r d i n g d i s c o n n e c - pl a i n t s t o b e r e s o l v e d w i t h i n 3 0 ti o n , w h i c h r e q u i r e r e s p o n s e ca l e n d a r d a y s . wi t h i n 4 h o u r s , R e t a i n re q u i r e m e n t t h a t 9 5 % o f P U C By 2 0 0 1 , 9 5 % o f P U C c o m p l a i n t s co m p l a i n t s b e r e s o l v e d w i t h i n re s o l v e d w i t h i n 3 0 c a l e n d a r d a y s . 30 c a l e n d a r d a y s . Ne t w o r k P e r f o r m a n c e By 2 0 0 5 , C o m p a n y w i l l r e d u c e t h e Im p r o v e S A l O l b y 6 % w i t h i n St a n d a r d un d e r l y i n g S y s t e m A v e r a g e I n t e r - 3 y e a r s t o a c h i e v e a t a r g e t o f ru p t i o n D u r a t i o n I n d e x ( S A l O l ) b y no m o r e t h a n 2 0 6 . 3 m i n u t e s , Sy s t e m a v a i l a b i l i t y 10 % . O( / ) O ~ .. . . . . . . - + - p ; ) .- + - -P ; ) '- + - ... . . . . t : : : ! : 2 C D P ; ) \0 ' " -O Z e " ~ s ~ ~ P; ) C D (f Q : : : i ... . - .- + - en t: n H) .j : : : : . 0' \ ~ Me r g e r Co n d i t i o n s Co m m i t m e n t Ex c e p t i o n s Co m m e n t a r y Pr o p o s a l P A C - 99 - PA C - O4 - Ne t w o r k P e r f o r m a n c e By 2 0 0 5 , c o m p a n y w i l l r e d u c e t h e Im p r o v e S A I F I b y 6 % w i t h i n 3 St a n d a r d un d e r l y i n g S y s t e m A v e r a g e I n t e r - ye a r s t o a c h i e v e a t a r g e t o f ru p t i o n F r e q u e n c y I n d e x ( S A I F I ) b y no m o r e t h a n 2 , 34 e v e n t s . Sy s t e m r e l i a b i l i t y 10 % . Ne t w o r k P e r f o r m a n c e By 2 0 0 5 , c o m p a n y w i l l r e d u c e t h e El i m i n a t e . St a n d a r d un d e r l y i n g M o m e n t a r y A v e r a g e In t e r r u p t i o n F r e q u e n c y I n d e x ( M A I F I ) Mo m e n t a r y i n t e r r u p t i o n s by 5 % , Ne t w o r k P e r f o r m a n c e Id e n t i f y 5 w o r s t p e r f o r m i n g c i r c u i t s CP I e x c l u d e s e x t r e m e e v e n t s & i s Re t a i n e x i s t i n g c o m m i t m e n t . St a n d a r d an n u a l l y o n b a s i s o f C i r c u i t P e r f o r - ca l c u l a t e d u s i n g 3 - ye a r a v e r a g e , ma n c e I n d i c a t o r ( C P I ) . Wo r s t p e r f o r m i n g Ta k e c o r r e c t i v e m e a s u r e s w i t h i n 2 ci r c u i t s ye a r s o f i m p l e m e n t a t i o n o f p e r f o r - ma n c e t a r g e t s t o r e d u c e C P I b y 2 0 % . Ne t w o r k P e r f o r m a n c e Re s t o r e s e r v i c e o n a v e r a g e t o 8 0 % o f On l y a p p l i e s t o s i t u a t i o n s w h e r e s e r - An n u a l r e p o r t r e s u l t s : Re t a i n e x i s t i n g c o m m i t m e n t . St a n d a r d cu s t o m e r s w i t h i n 3 h o u r s , vi c e i s o u t d u e t o a f a u l t o r d a m a g e t o FY 2 0 0 1 , 9 2 % w i t h i n 3 h o u r s ; co m p a n y ' s s y s t e m . FY 2 0 0 2 92 % w i t h i n 3 h o u r s ; Su p p l y r e s t o r a t i o n FY 2 0 0 3 , 8 6 % w i t h i n 3 h o u r s ; FY 2 0 0 4 , 8 4 % w i t h i n 3 h o u r s . O( j ) ( ) ~ .. . . . . . " " , ~ ... . . -- - ~ en ... . . "" " ' ~ ( 1 ) ~ ~( ) Z g - s; a ? "'d S "' d ~ (1 ) ~ (f Q : : 1 ( ) (1 ) . . . . . I en tr : 1 VJ 0\ -.J Me r g e r Co n d i t i o n s Co m m i t m e n t Ex c e p t i o n s Co m m e n t a r y Pr o p o s a l PA C - 99 - PA C - O4 - Cu s t o m e r G u a r a n t e e # 1 Re s t o r a t i o n w i t h i n 2 4 h o u r s . Ex c l u d e s o u t a g e s r e s u l t i n g f r o m An n u a l r e p o r t r e s u l t s : Ch a n g e d e f i n i t i o n o f " ma j o r wid e s p r e a d d a m a g e t o t r a n s m i s - FY 2 0 0 1 , n o f a i l u r e s ; ev e n t " . Re s t o r a t i o n o f s e r v i c e Af t e r 2 4 h o u r s o u t o f s e r v i c e , si o n / d i s t r i b u t i o n s y s t e m ( e x t r e m e FY 2 0 0 2 , 3 f a i l u r e s - p a i d o u t t o t a l o f Co m p a n y w i l l g i v e c r e d i t o f $ 5 0 f o r ev e n t s ) ; s t r i k e s ; s a f e t y c o n c e r n s ; re s i d e n t i a l c u s t o m e r & $ 1 0 0 f o r cu s t o m e r a g r e e s t o r e m a i n w i t h o u t $2 2 5 ; Eli m i n a t e d i s t i n c t i o n b e t w e e n bu s i n e s s c u s t o m e r ; $ 2 5 f o r e a c h po w e r ; p r o b l e m s e x i s t w i t h t h e FY 2 0 0 3 , n o f a i l u r e s ; re s i d e n t i a l a n d n o n - r e s i d e n - ad d i t i o n a l 1 2 - ho u r p e r i o d o u t o f cu s t o m e r s f a c i l i t y ; c o m p a n y o f f e r e d ti a l c u s t o m e r s a n d c r e a t e se r v i c e , ge n e r a t o r a s a l t e r n a t e m e a n s o f FY 2 0 0 4 , n o f a i l u r e s . un i f o r m c r e d i t o f $ 5 0 , R e t a i n su p p l y . $2 5 c r e d i t f o r e a c h a d d i t i o n a l Cu s t o m e r m u s t r e p o r t o u t a g e t o g e t 12 h o u r s o u t o f s e r v i c e . cr e d i t . Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . Cu s t o m e r G u a r a n t e e # 2 Ke e p a l l m u t u a l l y a g r e e d a p p o i n t - Ex c l u d e s e x t r e m e e v e n t s ; s t r i k e s ; An n u a l r e p o r t r e s u l t s : En h a n c e c o m m i t m e n t b y me n t s w i t h c u s t o m e r . cu s t o m e r i s n o t p r e s e n t o r c a n c e l s FY 2 0 0 1 , 1 f a i l u r e - $ 5 0 p a i d o u t ; of f e r i n g a p p o i n t m e n t s w i t h i n Cu s t o m e r a p p o i n t m e n t s ap p o i n t m e n t ; c o m p a n y c a n c e l s FY 2 0 0 2 , n o f a i l u r e s ; 2 h o u r t i m e f r a m e $5 0 a u t o m a t i c a l l y c r e d i t e d i f c o m p a n y ap p o i n t m e n t w i t h 2 4 h o u r n o t i c e . fa i l s t o k e e p a p p o i n t m e n t . FY 2 0 0 3 , 1 f a i l u r e - $ 5 0 p a i d o u t ; Wi l l o f f e r a . m & p . m, a p p o i n t m e n t s i n Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . FY 2 0 0 4 , 6 f a i l u r e s - t o t a l o f $ 3 0 0 20 0 1 . pa i d o u t . O( / ) n ~ ... . . . . . PJ - -- - P J C/ ) "" " " ~ ( 1 ) ~n z e - "' d S "'d : : t PJ (1 ) ~ (J Q ~ (1 ) C/ ) t r : 1 +: : . 0' \ -.J Me r g e r Co n d i t i o n s P A C - 99 - Cu s t o m e r G u a r a n t e e # 3 Pr o v i s i o n o f s e r v i c e Cu s t o m e r G u a r a n t e e # 4 Es t i m a t e s f o r n e w se r v i c e Co m m i t m e n t Co n n e c t s e r v i c e w i t h i n 2 4 h o u r s . Ap p l i e s t o c o n n e c t i o n & r e c o n n e c t i o n fo r e i t h e r c u s t o m e r o r a p p l i c a n t . If C o m p a n y m i s s e s 2 4 h o u r d e a d l i n e Co m p a n y t o i s s u e $ 5 0 c r e d i t au t o m a t i c a l l y . Fo r e a c h a d d i t i o n a l 1 2 h o u r p e r i o d : $2 5 c r e d i t . Co n t a c t c u s t o m e r w i t h i n 2 w o r k i n g da y s t o s c h e d u l e a p p o i n t m e n t . If n e t w o r k c o n s t r u c t i o n r e q u i r e d , wr i t t e n e s t i m a t e t o b e p r o v i d e d w i t h i n 15 w o r k i n g d a y s o f t h a t a p p o i n t m e n t . If n o c o n s t r u c t i o n r e q u i r e d , w i l l pr o v i d e e s t i m a t e w i t h i n 5 w o r k i n g da y s o f a p p o i n t m e n t . $5 0 c r e d i t f o r e a c h f a i l u r e t o m e e t de a d l i n e . Ex c e p t i o n s Ex c l u d e s i n s t a n c e s w h e r e c o n s t r u c t i o n is r e q u i r e d ; n o t a l l g o v e r n m e n t r e q u i r e - me n t s h a v e b e e n m e t ; c u s t o m e r i s n o t pr e s e n t w h e n n e c e s s a r y t o c o n n e c t se r v i c e ; e x t r e m e e v e n t s ; s t r i k e s ; s a f e t y co n c e r n s ; r e q u i r e d p a y m e n t s o r p a y ar r a n g e m e n t s m a d e , Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . Ta r i f f A d v i c e N o . 0 1 - 03 a p p r o v e d ef f e c t i v e 0 7 / 0 1 / 0 0 t o e s t a b l i s h ma x i m u m p a y m e n t o f $ 2 0 0 p e r in c i d e n t o f f a i l u r e . Ex c l u d e s e x t r e m e e v e n t s ; s t r i k e s ; cu s t o m e r f a i l s t o p r o v i d e r e q u i r e d in f o r m a t i o n , c a n c e l s a p p o i n t m e n t o r i s no t p r e s e n t w h e n n e c e s s a r y ; c o m p a n y ca n c e l s a p p o i n t m e n t w i t h 2 4 h o u r no t i c e . Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . Co m m e n t a r y An n u a l r e p o r t r e s u l t s : FY 2 0 0 1 , 1 3 f a i l u r e s - p a i d o u t t o t a l of $ 1 9 0 0 ; FY 2 0 0 2 , 1 2 f a i l u r e s - p a i d o u t t o t a l of $ 9 5 0 ; FY 2 0 0 3 , 1 7 f a i l u r e s - p a i d o u t t o t a l of $ 1 , 95 0 ; FY 2 0 0 4 , 1 1 f a i l u r e s - p a i d o u t t o t a l of $ 7 2 5 . An n u a l r e p o r t r e s u l t s : FY 2 0 0 1 , 5 f a i l u r e s - p a i d o u t t o t a l o f $2 5 0 ; FY 2 0 0 2 , 3 f a i l u r e s - p a i d o u t t o t a l o f $1 5 0 ; FY 2 0 0 3 , 1 5 f a i l u r e s - p a i d o u t t o t a l of $ 7 5 0 ; FY 2 0 0 4 , 8 f a i l u r e s - p a i d o u t t o t a l o f $4 0 0 , Pr o p o s a l PA C - O4 - Mo d i f y c o m m i t m e n t t o e x - cl u d e s i t u a t i o n s w h e r e s e r - vi c e h a s b e e n d i s c o n n e c t e d fo r n o n - pa y m e n t , s u b t e r f u g e or t h e f t / d i v e r s i o n o f s e r v i c e . El i m i n a t e $ 2 5 c r e d i t f o r e a c h ad d i t i o n a l 1 2 - ho u r p e r i o d . Lim i t t h e g u a r a n t e e t o p r o v i d - in g a w r i t t e n e s t i m a t e t o c u s - to m e r w i t h i n 1 5 w o r k i n g d a y s of t h e a p p o i n t m e n t . Eli m i n a t e r e q u i r e m e n t o f 2 wo r k i n g d a y s t o s c h e d u l e a n ap p o i n t m e n t . El i m i n a t e d i s t i n c t i o n b e t w e e n si t u a t i o n s w h e r e n e t w o r k co n s t r u c t i o n i s o r i s n o t re q u i r e d , Me r g e r Co n d i t i o n s Co m m i t m e n t Ex c e p t i o n s Co m m e n t a r y Pr o p o s a l PA C - 99 - PA C - O4 - Cu s t o m e r G u a r a n t e e # 5 Wi l l i n v e s t i g a t e a n d r e s p o n d t o Ex c l u d e s s i t u a t i o n s w h e r e c u s t o m e r An n u a l r e p o r t r e s u l t s : Re t a i n e x i s t i n g c o m m i t m e n t . in q u i r i e s w i t h i n 1 0 w o r k i n g d a y s , ca n c e l s a p p o i n t m e n t . FY 2 0 0 1 , 9 f a i l u r e s - p a i d o u t t o t a l o f Re s p o n s e t o c u s t o m e r $5 0 a u t o m a t i c c r e d i t g i v e n f o r f a i l u r e . $4 5 0 ; bi l l i n g i n q u i r i e s Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . FY 2 0 0 2 , 6 f a i l u r e s - p a i d o u t t o t a l o f $3 0 0 ; FY 2 0 0 3 , 9 f a i l u r e s - p a i d o u t t o t a l o f $4 5 0 ; FY 2 0 0 4 , 7 f a i l u r e s - p a i d o u t t o t a l o f $3 5 0 . Cu s t o m e r G u a r a n t e e # 6 Wi l l i n v e s t i g a t e a n d r e s p o n d t o Ex c l u d e s e x t r e m e e v e n t s ; s t r i k e s ; n o An n u a l r e p o r t r e s u l t s : En h a n c e t h e c u r r e n t c o m m i t - re p o r t s w i t h i n 1 5 w o r k i n g d a y s , ac c e s s t o m e t e r ; c u s t o m e r c a n c e l s FY 2 0 0 1 , 2 f a i l u r e s - p a i d o u t t o t a l o f me n t b y r e d u c i n g r e s p o n s e Cu s t o m e r r e p o r t o f m e t e r ap p o i n t m e n t . $1 0 0 ; tim e f r o m 1 5 t o 1 0 w o r k i n g pr o b l e m $5 0 a u t o m a t i c c r e d i t g i v e n f o r f a i l u r e , da y s . Me t e r t e s t s l i m i t e d t o n o m o r e t h a n FY 2 0 0 2 , n o f a i l u r e s ; on c e e v e r y 1 2 m o n t h s . FY 2 0 0 3 , 2 f a i l u r e s - p a i d o u t t o t a l o f $1 0 0 ; Se e t a r i f f f o r g e n e r a l e x c e p t i o n s , FY 2 0 0 4 , 7 f a i l u r e s - p a i d o u t t o t a l o f $3 5 0 , O( j ) n ~ .- + ~ :: + : tI ) ~~ C D ~ ~n z t r ~ S ~ g "t i ~ CD ~ ~ (J Q : : s CD . - + I tI ) t T J V' I 0\ -. J Me r g e r Co n d i t i o n s Co m m i t m e n t Ex c e p t i o n s Co m m e n t a r y Pr o p o s a l P A C - 99 - PA C - O4 - Cu s t o m e r G u a r a n t e e # 7 Pr o v i d e a f f e c t e d c u s t o m e r a t l e a s t 2 Ex c l u d e s e x t r e m e e v e n t s ; s t r i k e s ; An n u a l r e p o r t r e s u l t s : Ch a n g e g u a r a n t e e t o p r o v i d e wo r k i n g d a y s n o t i c e i f c o m p a n y n e e d s sa f e t y c o n c e r n s ; c u s t o m e r a g r e e d t o FY 2 0 0 1 , 1 f a i l u r e - p a i d o u t $ 1 0 0 ; cu s t o m e r s w i t h a m i n i m u m o f Cu s t o m e r n o t i c e p r i o r t o to i n t e r r u p t s e r v i c e f o r p l a n n e d le s s t h a n 2 w o r k i n g d a y s n o t i c e ; w o r k FY 2 0 0 2 , 2 f a i l u r e s - p a i d o u t t o t a l o f 2- c a l e n d a r d a y s n o t i c e i n - pl a n n e d o u t a g e s ma i n t e n a n c e o r t e s t i n g . on m e t e r s r e q u i r e d . $1 0 0 ; st e a d o f 2 w o r k i n g d a y s . Cr e d i t o f $ 5 0 a p p l i e s t o r e s i d e n t i a l Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . FY 2 0 0 3 , 2 f a i l u r e s - p a i d o u t t o t a l o f El i m i n a t e d i s t i n c t i o n b e t w e e n cu s t o m e r & $ 1 0 0 f o r b u s i n e s s $1 5 0 ; re s i d e n t i a l a n d n o n - r e s i d e n - cu s t o m e r , FY 2 0 0 4 , 3 f a i l u r e s - p a i d o u t t o t a l o f ti a l c u s t o m e r s a n d c r e a t e Cu s t o m e r m u s t c o n t a c t c o m p a n y $1 5 0 . un i f o r m c r e d i t o f $ 5 0 , re g a r d i n g l a c k o f n o t i c e t o r e c e i v e cr e d i t . Cu s t o m e r G u a r a n t e e # 8 Pr o v i d e e x p l a n a t i o n t o c u s t o m e r Se e t a r i f f f o r g e n e r a l e x c e p t i o n s . An n u a l r e p o r t r e s u l t s : El i m i n a t e . wi t h i n 5 w o r k i n g d a y s , A n y n e c e s s a r y FY 2 0 0 1 , 5 f a i l u r e s - p a i d o u t t o t a l o f Re s p o n s e t o p o w e r in v e s t i g a t i o n t o b e i n i t i a t e d w i t h i n 7 $2 5 0 ; qu a l i t y c o m p l a i n t s wo r k i n g d a y s o f c o n t a c t w i t h cu s t o m e r . FY 2 0 0 2 , n o f a i l u r e s ; Cr e d i t o f $ 5 0 g i v e n f o r f a i l u r e . FY 2 0 0 3 , n o f a i l u r e s ; FY 2 0 0 4 , n o f a i l u r e s , NO T E : P a c i f i C o r p s f i s c a l y e a r r u n s f r o m A p r i l 1 - M a r c h 3 1 . T h e C o m p a n y s p r o p o s e d C u s t o m e r G u a r a n t e e s a n d P e r f o r m a n c e S t a n d a r d s w o u l d t a k e e f f e c t o n A p r i l 1 , 2 0 0 5 an d e x p i r e o n M a r c h 3 1 , 2 0 0 8 . O( / ) ( j ~ .. . . . . . . . . . . . P J .. . . . . -- - . P J C f ) "" " .. . . . . . t : : : t ? ( D 1. 0 . . -- - ' n z e - 8; o ~ ~ ~ ~ PJ ( D ~ "'- (f q : : s (j ".. . . . (D .. . . . . I Cf ) t r j 0\ I- - + ) +:: . 0\ ~ CERTIFICATE OF SERVICE HEREBY CERTIFY THAT I HAVE THIS 19TH DAY OF JANUARY 2005 SERVED THE FOREGOING COMMENTS OF THE COMMISSION STAFF, IN CASE NO. PAC-04-, BY MAILING A COpy THEREOF POSTAGE PREPAID, TO THE FOLLOWING: D. DOUGLAS LARSEN VICE PRESIDENT REGULATION ACIFICORP 1407 WNORTH TEMPLE SALT LAKE CITY UT 84111 MAILED TO doug.larson~pacificorp.com DATA REQUEST RESPONSE CENTER ACIFICORP 825 NE MUL TNOMAH SUITE 800 PORTLAND OR 97232 MAILED TO datarequest~pacificorp.com Jo J1~SECRETARY CERTIFICATE OF SERVICE