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HomeMy WebLinkAbout20080604Proposed Revision Performance Standards.pdf~~~~OUNTAIN ~- ''' f::: \:.) -4 lUi 10: I l 201 South Main, Suite 2300 Salt Lake City, Utah 84111 June 4,2008 U- T~f *i¡h..1 VI OVERNIGHT DELIVERY Idaho Public Utilities Commission 472 West Washington Street Boise ID 83720 Attention: Jean Jewell Commssion Secretar Re: Proposed Modification to Penormance Standards and Customer Guarantees (Docket No. PAC-E-05-08) PacifiCorp (d.b.a. Rocky Mountain Power) hereby submits to revise the Company's Network Performance Stadards for Revised Baselines. The requested effective date of the revisions is April 1,2008. Background In 1999, PacifiCorp agreed to implement a program titled the Servce Stadads Program, comprised of Performance Stadards and Customer Guaantees. The Company committed to a five-year term for the program duration and began offering the Customer Guatees to customers as of Febru 29, 2000. Improvements to network and customer service performance were initiated at approximately the same time. This program expired on March 31, 2005, but was initially extended voluntaly and then later affired and fuer extended though December 31, 2011, as par of the MidAerican Energy Holding Company's acquisition of PacifiCorp in Docket No. PAC-E-05-08. The commitment extending the program though 2011 recognzed that certn program modifications may be appropriate,. and this is incorporated into the language of the commitment: MEHC and PacifiCorp commit to continue customer service guantees and performance standards as established in each jursdiction, provided tht MEHC and PacifiCorpreserve the right to request modifications of the guantees and stadards afer March 31, 2008, and the right to request termnation (as well as modification) of one or more guaantees or stadards after 2011. The guantees and stadards will not be eliminated or modified without Commssion approval. The purose behind the Service Stadards Program was to improve service to customers and to emphasize to employees that customer service, including system reliabilty, is a top priority. Ths focus on system-level reliability performance and individua transactions with customers Idaho Public Utilities Commission June 4,2008 Page 2 has honed the Company's operations and been effective in setting priorities for employees as they conduct their daly work. The Company has been very successfu with these progrs as demonstrated by its semianual Service Standards Program fiings. In considerig how to proceed upon completion of the second phase of the Service Stadads program, the Company made the determination that both the Customer Guarantees Program and the Performance Stadards Programs (Network Performance Standards and Customer Service Performance Stadards) should be continued, but the Network Performance Stadards should be slightly modified. Ths determination was based on the positive customer, employee and regulatory feedback regarding the servce stadards, process improvements that have resulted from the service stadards, and the Company's desire to maintain its focus on providing excellent customer service to our Idao customers. Customer Guaantee Program Proposal The Company is not proposing chages to the curent Customer Guarantees Program as reflected in Rule 25. This status quo proposal is a result of customer and employee feedback. Sureys of customers and employees indicated the level of service provided by the curent progr remains high. Customers expressed an overall appreciation of the program and the Company's continued focus on providing a high level of service. The Company will continue this progr until December 31, 2011. At that time, the progr will be reviewed to determine whether it is most appropriate to request to continue, modify or terminate the program. 1 Description of Modified Network Performance Stadard Proposal The Company is proposing that Network Performance Stadards be retaed, but proposing the basis for developing tagets be modified in order to continue cost-effective improvements in system wide reliabilty and to mainta responsiveness in the event of outages. The Company proposes that improvement targets should be developed around outage events that are of a controllable nature on the distrbution system, and therefore develops the category of "Controllable Distrbution" outages. Controllable outage events are attbuted to causes agaist which the Company is able to implement system improvements that have a high probability of avoiding futue recurence at a local leveL. For example, outages that are related to equipment failure or anal interference are controllable distrbution outages since the Company can tae measures to avoid them in the futue and have some fairly high certinty these events will not recur. On the other hand, tranmission outage events and car-hit-pole interference outage events do not conform to the distinction of controllable distrbution, and while important to avoid, are generally not avoidable via engineered programs. 1 No modifications are being proposed to the credits associated with the Customer Guatees and Performance Stadads as set fort in Schedule 300. Idaho Public Utilities Commssion June 4, 2008 Page 3 Network Penormance Standard 1 Durig the thee-year nine-month period of the Modified Network Performance Stadards Program, the Company will report total and underlýing SAIDI (system average sustained interrption duration index) for each year. Furher, within the three-year nine-month period, it will improve controllable distrbution outage durtion by 46% over the average prior period performance, resulting in a controllable distrbution SAIDI reduction of26.2 miutes, to a taget2 of no more than 30.5 minutes. This taget continues the improvement trend delivered previously on controllable distribution outages only. Network Penormance Standard 2 Durg the thee-year nine-month period of the Modified Network Performance Standards Program, the Company will report total and underlying SAIFI (system average sustained interrption frequency index) for each year. Furher, within the thee-year nine-month period, it will improve controllable distrbution outage frequency by 37% over the average prior period performance, resulting in a controllable distrbution SAIFl reduction of 0.173 events, to a taget of no more than 0.297 events. This taget continues the improvement trend delivered previously on controllable distrbution outages only. Network Performance Standard 3 The Company wil select a maximum of two under-performing circuits in Idaho on an anual basis and wil underte corrective measures to reduce the average circuit performance indicato~ (CPI) by 20% within five years. (CPI includes all outage events experienced by customers, includig trsmission and local transmission outage events, as well as events that meet the criteria of the IEEE major event definition discussed above.) The Company believes this measure provides an importt way to taget circuit improvements for the benefit of customers. Network Penormance Standard 4 The Company will restore power outages due to loss of supply or damage to the Company's distrbution system to 80 percent of customers within three hours on an average basis. This is an importt way to target both reliabilty performance as well as the responsiveness of the Company to restore service for customers. Customer Servce Performance Stadards Customer Service Penormance Standard 5 The Company is not requesting modifications to Customer Service Performance Stadard 5: Telephone Service LeveL. 2 The taget is developed by categorig outages into controllable distrbution causes and evaluating prior averae rerformance. In the case of trmission circuit selection, TCPI (trsmission ciruit performance indicators) will be used to evaluate performance improvements. Idaho Public Utilties Commssion June 4, 2008 Page 4 Customer Service Penormance Standard 6 The Company is not requesting modifications to the Customer Service Performance Stadad 6: Commission Complaint Response/Resolution. For your convenience, a copy of the Customer Guartee program and an updated version of the proposed modifications to the Performance Stadards are attched for review. It is respectfully requested that all formal correspondence and Staff requests regarding ths filing be addressed to the following: By E-mail (preferred):dataequest(ipacificorp.com By regular mail:Data Request Response Center PacifiCorp 825 NE Multnomah, Suite 2000 Portland, OR 97232 Please direct any informal questions to Barbar Coughin at 503-331-4306. Sincerely,~~.~~ Jeffey K. Larsen Vice President - Regulation Enclosures Idaho 1.1 Rocky Mountain Power Customer Guarantees Customer Guarantee 1:The Company wil restore supply after an Restoring Supply After an Outage outage within 24 hours of notification with certain exceptions as described in Rule 25. Customer Guarantee 2:The Company will keep mutually agreed Appointments upon appointments which wil be scheduled within a two-hour time window. Customer Guarantee 3:The Company will switch on power within Switching on Power 24 hours of the customer or applicant's request, provided no construction is required, all government inspections are met and communicated to the Company and required payments are made. Disconnections for nonpayment, subterfuge or theftdiversion of service are excluded. Customer Guarantee 4:The Company wil provide an estimate for Estimates For New Supply new supply to the applicant or customer within 15 working days after the initial meeting and all necessary information is provided to the Company. Customer Guarantee 5:The Company wil respond to most biling Respond To Biling Inquiries inquiries at the time of the initial contact. For those that require further investigation, the Company wil investigate and respond to the Customer within 10 working days. Customer Guarantee 6:The Company wil investigate and Resolving Meter Problems respond to reported problems with a meter or conduct a meter test and report results to the customer within 10 working days. Customer Guarantee 7:The Company wil provide the customer Notification of Planned Interruptions with at least two days notice prior to turning off power for planned interruptions. 1.2 Rocky Mountain Power Penormance Standards Network Performance Standard 1:The Company wil improve Controllable Improve System Average Interruption Distribution SAlOl by 46% by Duration Index (SAlOl)December 31, 2011. Network Performance Standard 2:The Company wil improve Controllable Improve System Average Interruption Distribution SAIFI by 37% by Frequency Index (SAIFI)December 31,2011. Network Performance Standard 3:The Company will reduce by 20% the Improve Under Performing Circuits circuit performance indicator (CPI) for a maximum of two under performing circuits on an annual basis within five years after selection. Network Performance Standard 4:The Company wil restore power Supply Restoration outages due to loss of supply or damage to the distribution system on average to 80% of customers within three hours. Customer Service Performance Standard 5:The Company wil answer 80% of Telephone Service Level telephone calls within 30 seconds.The Company will monitor customer satisfaction with the Company's Customer Service Associates and quality of response received by customers through the Company's eQuality monitoring system. Customer Service Performance Standard 6:*The Company will a) respond to at Commission Complaint least 95% of non-disconnect Response/Resolution Commission complaints within three working days and wil b) respond to at least 95% of disconnect Commission complaints within four working hours. The Company wil c) resolve 95% of informal Commission complaints within 30 days. Note: Performance Standards 1, 2 & 4 are for underlying performance days and exclude those classified as Major Events.