20150319Compliance Filing.pdf

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An IDACORP Company
LISA D. NORDSTROM
Lead Counsel
[e-mail]
March 19,2015
VIA HAND DELIVERY
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Jean D. Jewell, Secretary
ldaho Public Utilities Commission
472 West Washington Street
Boise, ldaho 83702
Re: Case No. GNR-U-14-01
Compliance Filing - Customer and Employee Education Plan
Remote ConnecVDisconnect Project
Dear Ms. Jewell:
Pursuant to ldaho Public Utilities Commission ("Commission") Order No.
33229 in Case No. GNR-U-14-01, ldaho Power Company ("ldaho Power" or
"Company") hereby submits an original and four (4) copies of its Customer and
Employee Education Plan. ldaho Power also provides the following information
describing its investigation to date of the pay station capability and prepaid service
issues discussed in the Commission's Order.
PAY STATION CAPABILITY
Consistent with the Commission's directive contained in Order No. 33229 at 19,
the Company has investigated the ability of its authorized third-party pay station
services provider Western Union to instantaneously transmit customer payment
information. ldaho Power receives a payment file from Western Union once a day. The
file includes any payments that were made to ldaho Power at a pay station the previous
day. When the file is processed, service disconnects are canceled if the payment
satisfies the condition for continued service. Customers who contact the Company or
visit its web site are instructed to call ldaho Power with the receipt number immediately
after the payment has been made at a pay station to ensure continued service. Once
the customer contacts the Company to provide the payment details, the Customer
Service Representative sets up a payment arrangement which cancels the service
disconnect.
On page 19 of Order No. 33229, the Commission directed the Utilities "to
investigate whether procedures or technologies exist that might enable them to
instantaneously receive the customer's payment data, and to relay their findings to
Staff." ldaho Power contacted Western Union, who confirmed that it is not possible for
them to send the customer's payment data to the Company instantaneously. The
Company will continue to investigate the ability of its third-party vendor to
Jean D. Jewell, Secretary
ldaho Public Utilities Commission
March 19,2015
Page 2
instantaneously communicate customer payment information as new technologies
become available. However, in the Notice lnsert that will be included in the lnitial
Reminder and Final Termination notice to customers who have remote
connecUdisconnect meters, ldaho Power instructs customers to call the Company with
the receipt number when they make a payment at a pay station to ensure continued
service.
PREPAID SERVICE
On page 21 of Order No. 33229, the Commission encouraged the Utilities "to
explore the options suggested by Mr. Weber and whether they can use their smart
meters to further enhance their customers' experience, and to share their findings with
Staff." Consistent with the Commission's request, the Company has determined that
the ability to remotely connect and disconnect service is a fundamental requirement for
effectively implementing a "prepay" option for electric service. The AMI
connecUdisconnect functionality currently deployed for approximately 14,500 endpoints
meets that fundamental requirement. However, there are a number of additional
requirements to implement a "prepay" system including development of:o Effective methods that enable customers to manage their prepay account, such
AS:o Ability to track their account balance,o Notification/alert when the balance on their account reaches a minimum
threshold, ando Convenient methods for making deposits to prepaid accounts.o Prepay fees and rules, such as:o Setup fees,o Depositrequirements,o Minimum service requirements, ando Arrangements on unpaid balances.o Back office systems to track and manage prepay services.o A cost-effective business case for a prepay rate option.
While ldaho Power believes that some form of prepay service will be appropriate
in the future and that AMI and remote connecUdisconnect functionality provides the
foundation, more work needs to be done. The timing of any prepay rate offering will
depend on the maturing of the integrations of our various back office systems as well as
on our customers' needs and desires to have a prepay rate option available.
Sincerely,
fir*Af/^**"".,-t
LDN:kkt
Enclosures
Lisa D. Nordstrom
IDAHO POWER COMPANY'S
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MARCH 19, 2015
INTRODUCTION
ldaho Power Company ("ldaho Powe/' or "Company") respectfully submits its
Customer and Employee Education Plan for the Remote ConnecUDisconnect project in
compliance with the ldaho Public Utilities Commission ("Commission") Order No. 33229
issued on February 17,2015, in Case No. GNR-U-14-01. On page 10 of this Order, the
Commission directed ldaho Power to submit a revised plan within 30 days of the
Ordeds service date. The Commission further stated that:
The Utilities may achieve this goal through a plan that either:
(1) is like Rocky Mountain Powe/s plan; (2) contains Staff's
suggested minimum requirements; or (3) notifies customers
of the changes both through: (a) a letter before the changes
take effect (as suggested by ldaho Power); and (b) the initial
past-due notice and final disconnection notice (i.e. as
suggested in Staffs minimum requirement No. 2.b, but with
no duty to insert a similar message in the bills of customers
with past-due account balances). We also encourage the
Utilities to notify customers by highlighting the changes on
the Utilities' websites.
Consistent with the Commission's directive, ldaho Powe/s Customer and
Employee Education Plan complies with the third option as described in greater detail
below.
CUSTOMER EDUCATION PLAN
Prior to implementing changes authorized by Order No. 33229 granting ldaho
Power an exemption from the requirements of Utility Customer Relations Rules 311.04
and .05, ldaho Power will communicate with its customers with remote
IDAHO POWER COMPANY'S CUSTOMER AND EMPLOYEE
EDUCATION PLAN FOR REMOTE CONNECT/DISCONNECT PROJECT - 1
connecUdisconnect meters to inform them that they have new meters with new
technology that allows ldaho Power to remotely disconnect and connect their service,
emphasizing that the Company no longer will be accepting bill payments at the door.
The correspondence will share information about payment options, as well as provide
resources for learning more about the change and how they can contact ldaho Power
with questions. This communication will take place in a variety of forms and media:
Direct Mail Letter
ldaho Power will mail a letter to approximately 14,000 residential and 500 non-
residential customers with a remote connecUdisconnect meter, notifying them of the
changes. (Attachment No. 1)
o The letter will be mailed in two waves, half approximately four weeks prior to
launch date and the other half approximately two weeks prior to launch date.
. The letter will include a "Payment Options" lnsert - A 3y4" X 8" color insert. lt
summarizes options available to pay their ldaho Power bi!!, how to register for
myAccount, and how to contact ldaho Power. (Attachment No. 2)
Notice lnserts
o The lnitial Reminder and Fina! Termination notice will include a special "Notice
I 1!" - A 3y4" X 8" color insert to be included in all initial reminder past-due
notices and final termination notices of affected customers, specifically
communicating they have a remote connecUdisconnect meter and payments will
no longer be collected at the door to prevent termination of electrical service.
The Notice lnsert will also identify payment options, as well as information about
IDAHO POWER COMPANY'S CUSTOMER AND EMPLOYEE
EDUCATION PLAN FOR REMOTE CONNECT/DISCONNECT PROJECT - 2
how to make payment arrangements, how to designate a third party, how to
apply for energy assistance, and how to contact ldaho Power. (Attachment No. 3)
o Web Site - A web page on idahopower.com wi!! be developed to provide
information about the remote connecUdisconnect meters. Similar to information
shared in the letter, it will provide direct links to bill payment options and how to
contact ldaho Power with questions or to make payment arrangements. lt may
also include an image of the meter, describing the benefits of the new
technology. General meter information located on other ldaho Power web site
pages, such as FAQs and Smart Grid, will be updated to include information
about remote con necUd isconnect capability.
r Virtual URL - A virtual URL will be created to make it easy to link to the new
web page. This URL will be referred to in the letter.
EMPLOYEE EDUCATION PLAN
Customer Service Trainers and Field Service Technica! Advisors will provide
scheduled training sessions for Customer Service and Field Employees prior to May
2015. These sessions will include an overall discussion of the new meters and refresher
training on payment methods. The training will include:
o A FAQ sheet for employees,
o lnformation regarding what communication has been provided to customers,
o A high level flowchart of the remote disconnecUreconnect process, and
o lncreased training for field employees on ways for customers to pay, e.9.,
electronic payment options, pay stations, drop boxes, etc.
IDAHO POWER COMPANY'S CUSTOMER AND EMPLOYEE
EDUCATION PLAN FOR REMOTE CONNECT/DISCONNECT PROJECT - 3
BEFORE THE
IDAHO PUBLIC UTILITIES GOMMISSION
GASE NO. GNR.U.I 4-01
IDAHO POWER COMPANY
CUSTOMER AND EMPLOYEE
EDUCATION PLAN
ATTACHMENT NO. 1
lDateI
[Customer name]
[Address line 1]
[Address line 2]
[City, state and zip code]
Dear [customer name],
As part of our commitment to provide you with the best service at the lowest cost possible, we recently
installed a new meter at your service location of [address line 1] with advanced technology that will help
us deliver better and timelier service to you.
The new meter makes it possible for us to connect or disconnect electrical service remotely, no longer
requiring ldaho Power personnel to visit your location for this purpose at any time during the year.
All bills and notices will continue to be delivered to you by mail or e-bill. However, we no longer will
accept payments at the door, so it may be necessary to utilize one of our other convenient payment
options. A variety of options are available, including No Fee Electronic Check through myAccount,
automatic bank debiting with PreferredPayrM, mail, credit cards and debit cards with a fee, ldaho Power
drop boxes, and pay station locations. ldaho Power also offers a third-party notification service.
For your convenience, ure have enclosed a flyer with information on all payment options. You can
learn more online at idahopower.com/XXXxx. lf you have any questions or comments about your new
meter, payment options or third-party notification, please contact our customer service center at 208-
388-2323 or 1-800-488-5151 outside of the Treasure Valley.
We appreciate your business and the opportunity to serve you.
Sincerely,
David Joerger
General Manager, Customer Operations
BEFORE THE
IDAHO PUBLIC UTILITIES COMMISSION
GASE NO. GNR.U.I 4.01
IDAHO POWER COMPANY
CUSTOMER AND EMPLOYEE
EDUCATION PLAN
ATTACHMENT NO.2
Imlo
Po,I'ER.
idahopower.com - your bank routing
information is kept secure and confidential
Credit/Debit Card or Check with Fee
At idahopower.com or call NCO Financial
toll-free 1-800-829-541 5
Pay Stations
Cash or electronic check, accompanied by bottom portion
of your bill - some locations do not accept checks or
process checks over $3,000 and hours of operation are
subject to change without notice
Drop Boxes at ldaho Power Offices
Checks or money orders only (no cash payments),
allowing three business days for processing
PreferredPalfM
Automatic bank debiting through ldaho Power
Electronic Billing and Payment - e-bill
Sign up with CheckFree to receive your bill via email
and make recurring payments from your bank account
with no fee
Mai!
Checks and money orders only:
Processing Center, P0 Box 34966, Seattle, WA 98124-1966
s
Itlo Fee Electronic Check
Register with myAccount at
BEFORE THE
IDAHO PUBLIG UTILITIES COMMISSION
CASE NO. GNR.U.I 4.01
IDAHO POWER COMPANY
CUSTOMER AND EMPLOYEE
EDUGATION PLAN
ATTAGHMENT NO.3
Your service address has a remote
connecUdisconnect meter.
We are no longer accepting payments at the door
so please be sure to utilize one of our other payment options to
avoid termination of electrical service:
. No Fee Electronic Check through myAccount
. Credit cards, debit cards, checks with a fee
. Pay stations (locations available at idahopower.com)
. ldaho Power drop boxes
. U.S. Mail
Please note: lf you make a payment on the day of a scheduled
seruice disconnection, please call to let us know you have paid,
and have your receipt number available if you have one.
lf you are unable to pay your bill in full, please consider
these options:
o Set up a payment arrangement at idahopower.com.
o Contact our customer service center at 208-388-2323
or 1-800-488-6'151 outside of the Treasure Valley.
o Make arrangements for a third-parry notification. You may
designate a friend, relative or agency to be a "third-party"
on your behalf. With your authorization, this third party
will receive copies of any termination notices we send to
you because of an overdue utility bill.
r Contact your local Community Action Partnership agency
for EnergyAssistance (contact information can be found at
idahopower.com).
You can learn more about all of these options
at ida hopower.com/payments.
Remember...we no longer accept papenls atilrc door.
CERTIFICATE OF SERVICE
I HEREBY CERTIFY that on the 19th day of March 20151 served a true and
correct copy IDAHO POWER COMPANY'S CUSTOMER AND EMPLOYEE
EDUCATION PLAN FOR REMOTE CONNECT/DISCONNECT PROJCET upon the
following named parties by the method indicated below, and addressed to the following:
AARP ldaho
Mark Estes
AARP ldaho
3080 E. Gentry Way
Meridian, ldaho 83642
Lee Flinn,
AARP ldaho
3080 E. Gentry Way
Meridian, ldaho 83642
CAPAI
Christina Zamora
CAPAI
3350 West Americana Terrace, # 360
Boise, ldaho 83706
CAPAI
Brad M. Purdy
2019 N. 17th Street
Boise, ldaho 83702
Commission Staff
KarlT. Klein
Deputy Attorney General
!daho Public Utilities Commission
472 West Washington (83702)
P.O. Box 83720
Boise, ldaho 83720-007 4
Rocky Mountain Power
Daniel E. Solander
201 South Main Street, Suite 2300
Salt Lake City, Utah 84111
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FAX
Email mestess@aarp. oro
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FAXX [e-mail]
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FAXX Email [e-mail]
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Emai! dan [e-mail]
Avish Corporation
David J. Meyer
1411 East Mission Avenue- MSC-23
P.O. Box 3727
Spokane, Washington 99202
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