2013 Calendar Year
Customer Survey Results
Background
• Open for comment February 11, 2014 through March 14,
2014 for evaluation of prior year
– 21 close ended questions, increase of 4 questions from last year
• 2 ratings for each close ended questions; rated on both importance and
performance
– 2 multiple choice questions
– 2 open ended questions
• Multiple choice and open ended questions compare PacifiCorp Transmission to
other transmission providers and request feedback on areas for improvement
– 3 questions requesting feedback on the monthly Transmission
Customer meeting
– 1 question requesting that customers indicate the different ways they
interact with PacifiCorp.
• Invoicing, Long-Term Transmission Service, Short-Term Transmission Service, Large
Generation Interconnection Request, Small Generation Interconnection Request,
Non-Tariff Customer Request, Energy Imbalance Market
Web Based Survey
• Web based survey allows for a larger audience, greater customer flexibility
to participate in the survey
• Survey link posted to OATI/OASIS
• Survey viewed total of 120 times. 57% increase in viewership from 2012
survey with 69 total views at that time.
– A total of 44 respondents completed the entire survey for a 73% completion
rate against those that started the survey. Increase of 2 respondents over 2012
survey.
– 18 of 44 respondents provided contact information. Compared to 2012 this is
a 15% decrease in anonymous responses.
2013 Overall Score
• The methodology for calculating the weighted
average for the overall score has been refined. The
prior year has been recalculated to be able to better
compare the results.
– The weighted average score for calendar year 2012 was
8.05
– The weighted average score for calendar year 2013 was
8.02
Overall Service
• During the past year, how do you believe the overall
service you have received from PacifiCorp
transmission has changed?
Comparison to Others
• How would you rate PacifiCorp transmission's
overall customer service compared to the
service provided to your company by other
transmission providers?
Quality of Service
1. PacifiCorp transmission representatives know
their own business and apply that knowledge to
help resolve your business issues.
2. PacifiCorp transmission provides your company
with the assistance it requires in scheduling its
transmission service.
3. Your key PacifiCorp transmission contacts are
accessible on an as-needed basis.
4. PacifiCorp transmission resolves issues within a
timeframe that meets your business requirements.
5. PacifiCorp transmission provides accurate
responses to your questions and requests.
Quality of Operations & Planning
10
6. PacifiCorp provides adequate levels of
transmission system reliability from its system to
serve your business needs.
9
8.07
7.96
8
7.80
7.44
7
7. PacifiCorp provides timely and accurate
communications regarding outages.
6
5
8. PacifiCorp provides timely and accurate
communications regarding emergency and/or forced
outages.
9. PacifiCorp considers and incorporates the input
you provide on scheduling long-term outages where
feasible or provides adequate explanation when
input does not result in an outage plan adjustment.
4
3
2
1
0
Q6
Importance
Q7
Performance
Q8
Q9
Weighted Score
Product Related Services
10. PacifiCorp transmission provides updates on
system modifications/enhancements and user
support for the OATI OASIS system.
11. PacifiCorp transmission's OATI OASIS system
meets your requirements for conducting your
transmission business.
12. PacifiCorp transmission effectively balances the
need to meet tariff requirements while providing
the flexibility to meet your service needs.
13. PacifiCorp transmission provides meaningful
forums for customer input into its expansion plans.
14. PacifiCorp transmission provides transparent
results of expansion plan input.
Product Related Services cont’d
10
15. PacifiCorp transmission understands and
communicates any impacts to customers related to
FERC, NAESB, NERC and WECC compliance
requirements.
9
8.33
8.34
7.91
8
7.52
7
16. PacifiCorp transmission provides timely
invoices.
6
5
17. PacifiCorp transmission provides accurate
invoices.
18. Considering the service you receive, PacifiCorp
transmission's rates represent good value.
4
3
2
1
0
Q15
Importance
Q16
Performance
Q17
Q18
Weighted Score
Product Related Services cont’d
19. PacifiCorp provided information about the
Energy Imbalance Market (EIM) through its
stakeholder process which kept me adequately
informed as to the status of the project and key
dates for stakeholders.
20. PacifiCorp’s stakeholder process for EIM was
informative and helped me understand what the
EIM is and how I will be affected.
21. PacifiCorp’s stakeholder process provided
adequate opportunities for stakeholder feedback
on PacifiCorp’s EIM proposals.
Comment Question & Answers
Several comments provided in the customer survey requested direction to
where information is posted or available to customers. The answers to these
comments are provided here.
• Customer request to post a diagram that identifies transmission lines in
each state so that customer may learn of needed information directly via
OASIS knowing transmission path.
– Available diagrams are posted in the following folder on OATI OASIS:
• Transmission System Information
– PacifiCorp Transmission One-Line Map
– PacifiCorp Path Map
– Or at the following links:
•
•
http://www.oasis.oati.com/PPW/PPWdocs/Transmission_Network_Diagram.pdf
http://www.oasis.oati.com/PPW/PPWdocs/PacifiCorp_Scheduling_System.pdf
Comment Question & Answers Cont’d
• Customer request for when dealing with TOT 4a/4b curves, if there are
consistent issues oasis is never updated to show ATC properly.
– A nomogram is used to control the ATC on this path. This nomogram is the
best place to identify the ATC for this path and is located at the following place
on OATI/OASIS:
• Real Time Data
– System Real-Time Data- TOT4 and Bridger Flows
– Or at the following link:
• https://www.oasis.oati.com/cgi-bin/webplus.dll?script=/woa/RealTimeData.wml
• Customer request for tag curtailments to be issued in a timely matter
(before :40) leaving an opportunity to be retagged. Late tags are very
rarely (if ever) accepted.
– Customers have the right to submit e-Tags up to 20 minutes prior to the
scheduling interval. Limits are then assessed and curtailments occur as
needed. We cannot curtail prior to this timeframe.
Comment Question & Answers Cont’d
• Customer request for comments made on Business Practices to be posted
for 90 days. :
– Comments made to Business Practices are posted to PacifiCorp’s OASIS within
7 days of receipt. Comments will be posted until the earliest of 1) the
Business Practice effective date, if draft Business Practice is open for public
comment or 2) 90 days from comment posting date. Comments received
undergo internal coordination and review prior to posting. If the Customer
comments are not customer specific and directly related to a Business Practice
those comments are posted to PacifiCorp’s OASIS site at the following folder:
• Business Practices
– Public Comments Made
Action Plan Key Items
• OATI/OASIS improvements
– NITS Module
– Possibility of RSS feed
• Outage Planning/Communications
– Continue work towards resolving issue between OATI/OASIS and
Legacy OASIS.
– Review customer contact information
• Development of coordinated communication plans with for
Network and Long-Term Firm customers
– Including areas of specific customer concern and improve general
communications.
• Invoice Accuracy
– Continue discussions with individual customers regarding their specific
billing concerns.
Any Questions ?