2014 Calendar Year
Customer Survey Results
Background
• Open for comment February 12, 2015 through March 31,
2015 for evaluation of prior year
– 21 close ended questions
• 2 ratings for each close ended question; 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.
• Billing, Long-Term Transmission Service, Short-Term Transmission Service, Large
Generation Interconnection Request, Small Generation Interconnection Request,
Non-Tariff Customer Request, Energy Imbalance Market
Survey Response Rate
• 3rd year of web based, anonymous survey allows for larger audience to
participate and greater customer flexibility to participate in the survey
• Initial email invitation sent February 12, 2015 with follow up reminders
sent March 2, 2015 and March 19, 2015; one additional reminder sent
than previous years
• Survey link posted to OATI/OASIS
• 1% decline in initial viewing of the survey from last year; 2013 survey
viewed 120 times and 2014 survey viewed 119 times
• 25% decrease in the total response from last year; 60 respondents started
the 2013 survey while 45 respondents started the 2014 survey
– A total of 32 respondents completed the entire survey for a 71% completion
rate against those that started the survey
– 28% of respondents provided contact information compared to 40% in 2013.
This is a 12% decrease in anonymous responses
Weighted Average
• The weighted average decreased 5% from the 2013
average. The weighted average for calendar year
2014 was 7.63
Overall Service
• During the past year, how do you believe the overall
service you have received from PacifiCorp
transmission has changed?
80.00%
60.00%
50.00%
58.34%
66.67%
70.00%
2013
40.00%
22.22%
2.08%
10.00%
19.44%
20.00%
2014
31.25%
30.00%
0.00%
Improved
Same
Declined
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?
Survey Question 1 – 5 Overview
1. PacifiCorp transmission
representatives know their own business
responsibilities and apply their
knowledge to help resolve your business
issues.
2. PacifiCorp transmission provides your
company with the assistance it requires
in scheduling transmission service.
Question 1
Question 2
Question 3
Question 4
Question 5
120%
2014.2
2014
100%
2013.8
80%
2013.6
2013.4
3. Your key PacifiCorp transmission
contacts are accessible on an as-needed
basis.
60%
2013.2
40%
4. PacifiCorp transmission resolves issues
within a timeframe that meets your
business requirements.
2013
2012.8
20%
0%
2013
2014
2013
2014
2013
2014
2013
2014
2013
5. PacifiCorp transmission provides
accurate responses to your questions and
requests.
2014
2012.6
2012.4
Highly Satisfied
Satisfied
Unsatisfied
No Answer
Series5
Survey Question 1 – 5 Data
Questions
Data Count of Weighted
Year answers Average
Highly Satisfied
Satisfied
Unsatisfied
No Answer
#
%
#
%
#
%
#
%
2014
45
7.93
30
66.67%
11
24.44%
4
8.89%
0
0.00%
2013
62
8.21
41
66.13%
14
22.58%
2
3.23%
5
8.06%
PacifiCorp transmission provides your company 2014
2
with the assistance it requires in scheduling
transmission service.
2013
45
7.86
25
55.56%
9
20.00%
3
6.67%
8
17.78%
62
8.29
29
46.77%
10
16.13%
2
3.23%
21
33.87%
2014
45
8.27
36
80.00%
4
8.89%
5
11.11%
0
0.00%
2013
62
8.29
42
67.74%
11
17.74%
3
4.84%
6
9.68%
PacifiCorp transmission resolves issues within a 2014
timeframe that meets your business
requirements.
2013
45
7.17
26
57.78%
10
22.22%
9
20.00%
0
0.00%
62
7.32
30
48.39%
17
27.42%
9
14.52%
6
9.68%
2014
45
7.51
28
62.22%
10
22.22%
7
15.56%
0
0.00%
2013
62
8.07
35
56.45%
17
27.42%
5
8.06%
5
8.06%
1
3
4
5
PacifiCorp transmission representatives know
their own business responsibilities and apply
their knowledge to help resolve your business
issues.
Your key PacifiCorp transmission contacts are
accessible on an as-needed basis.
PacifiCorp transmission provides accurate
responses to your questions and requests.
Survey Question 6 – 10 Overview
6. PacifiCorp provides adequate levels of
transmission system reliability from its
system to serve your business needs.
Question 6
Question 7
Question 8
Question 9
Question 10
120%
2014.2
2014
7. PacifiCorp provides reasonable and
accurate communications regarding
planned and/or scheduled outages.
100%
2013.8
80%
8. PacifiCorp provides reasonable and
accurate communications regarding
emergency and/or forced outages.
2013.6
2013.4
60%
2013.2
9. PacifiCorp considers and incorporates
the input you provide on scheduling longterm outages where feasible or provides
adequate explanation when input does
not result in an outage plan adjustment.
40%
2013
2012.8
20%
0%
Highly Satisfied
Satisfied
Unsatisfied
No Answer
2013
2014
2013
2014
2013
2014
2013
2014
2013
10. PacifiCorp transmission provides
timely updates on system
modifications/enhancements and user
support for the OATI OASIS system.
2014
2012.6
2012.4
Series5
Survey Question 6 – 10 Data
Data
Year
Count of
answers
Weighted
Average
PacifiCorp provides adequate levels of
transmission system reliability from its system
to serve your business needs.
2014
45
2013
PacifiCorp provides reasonable and accurate
communications regarding planned and/or
scheduled outages.
PacifiCorp provides reasonable and accurate
communications regarding emergency and/or
forced outages.
Questions
Highly Satisfied
Satisfied
Unsatisfied
No Answer
#
%
#
%
#
%
#
%
8.24
25
55.56%
5
11.11%
3
6.67%
12
26.67%
62
8.07
27
43.55%
11
17.74%
2
3.23%
22
35.48%
2014
45
7.91
20
44.44%
6
13.33%
3
6.67%
16
35.56%
2013
61
7.96
25
40.98%
9
14.75%
2
3.28%
25
40.98%
2014
45
7.73
20
44.44%
4
8.89%
4
8.89%
17
37.78%
2013
62
7.44
17
27.42%
15
24.19%
3
4.84%
27
43.55%
PacifiCorp considers and incorporates the input 2014
you provide on scheduling long-term outages
9
where feasible or provides adequate
explanation when input does not result in an
2013
outage plan adjustment.
45
7.59
16
35.56%
4
8.89%
3
6.67%
22
48.89%
62
7.8
18
29.03%
10
16.13%
2
3.23%
32
51.61%
PacifiCorp transmission provides timely updates 2014
10 on system modifications/enhancements and
user support for the OATI OASIS system.
2013
45
7.64
17
37.78%
5
11.11%
4
8.89%
19
42.22%
62
8.19
20
32.26%
7
11.29%
2
3.23%
33
53.23%
6
7
8
Survey Question 11 – 15 Overview
Question 11
11. PacifiCorp transmission's OATI OASIS
system meets your requirements for
conducting your transmission business.
Question 12
Question 13
Question 14
Question 15
120%
2014.2
2014
100%
12. PacifiCorp transmission effectively
balances the need to meet tariff
requirements while providing service to
meet your service needs.
2013.8
80%
2013.6
13. PacifiCorp transmission provides
meaningful forums for customer input into 60%
its expansion plans.
2013.4
40%
14. PacifiCorp transmission provides
transparent results of expansion plan input.
2013
2013.2
2012.8
20%
0%
Highly Satisfied
Satisfied
Unsatisfied
No Answer
2013
2014
2013
2014
2013
2014
2013
2014
2013
2012.6
2014
15. PacifiCorp transmission understands
and communicates any impacts to
customers related to FERC, NAESB, NERC
and WECC compliance requirements.
2012.4
Series5
Survey Question 11 – 15 Data
Questions
11
12
13
14
15
Data
Year
Count of Weighted
answers Average
Highly Satisfied
Satisfied
Unsatisfied
No Answer
#
%
#
%
#
%
#
%
PacifiCorp transmission's OATI OASIS
system meets your requirements for
conducting your transmission business.
2014
45
7.77
21
46.67%
4
8.89%
4
8.89%
16
35.56%
2013
62
8.23
22
35.48%
7
11.29%
3
4.84%
30
48.39%
PacifiCorp transmission effectively
balances the need to meet tariff
requirements while providing service to
meet your service needs.
2014
45
7.96
24
53.33%
4
8.89%
5
11.11%
12
26.67%
2013
62
8.27
28
45.16%
9
14.52%
2
3.23%
23
37.10%
2014
PacifiCorp transmission provides
meaningful forums for customer input into
its expansion plans.
2013
45
7.73
16
35.56%
7
15.56%
4
8.89%
18
40.00%
62
8.19
18
29.51%
10
16.39%
2
3.28%
31
50.82%
PacifiCorp transmission provides
transparent results of expansion plan
input.
2014
45
7.58
15
33.33%
8
17.78%
4
8.89%
18
40.00%
2013
62
8.08
15
24.19%
9
14.52%
2
3.23%
36
58.06%
PacifiCorp transmission understands and
communicates any impacts to customers
related to FERC, NAESB, NERC and WECC
compliance requirements.
2014
45
7.27
12
26.67%
14
31.11%
3
6.67%
16
35.56%
2013
62
8.24
21
33.87%
14
22.58%
2
3.23%
25
40.32%
Survey Question 16 – 18 Overview
Question 16
16. PacifiCorp transmission provides
timely invoices.
Question 17
Question 18
120%
2014.2
2014
2013.8
80%
2013.6
2013.4
60%
2013.2
40%
2013
2012.8
20%
2013
2014
2013
2014
2012.6
2013
18. Considering the service you
receive, PacifiCorp transmission's
rates represent a good value.
100%
2014
17. PacifiCorp transmission provides
accurate invoices.
0%
Highly Satisfied
Satisfied
Unsatisfied
No Answer
2012.4
Series5
Survey Question 16 – 18 Data
Highly Satisfied
Questions
16
17
18
Data
Year
Satisfied
Unsatisfied
No Answer
Count of Weighted
answers Average
#
%
#
%
#
%
#
%
2014
45
7.71
15
33.33%
4
8.89%
3
6.67%
23
51.11%
2013
62
8.15
23
37.10%
2
3.23%
4
6.45%
33
53.23%
2014
45
7.65
16
35.56%
4
8.89%
3
6.67%
22
48.89%
2013
62
7.61
21
33.87%
3
4.84%
5
8.06%
33
53.23%
2014
45
7.04
9
20.00%
10
22.22%
5
11.11%
21
46.67%
2013
63
7.91
24
38.10%
9
14.29%
2
3.17%
28
44.44%
PacifiCorp transmission provides
timely invoices.
PacifiCorp transmission provides
accurate invoices.
Considering the service you recieve,
PacifiCorp transmission's rates
represent a good value.
Survey Question 19 – 21 Overview
19. PacifiCorp provided information
about the Energy Imbalance Market
(EIM) through its stakeholder
processes which kept me adequately
informed as to the status of the
project, implementation
requirements, and key dates for
stakeholders.
20. PacifiCorp’s stakeholder
processes for its EIM open access
transmission tariff (OATT) and
business practice (BP) were
informative and helped me
understand what the EIM is and how
my business is affected.
Question 19
Question 20
Question 21
120%
2014.2
2014
100%
2013.8
80%
2013.6
2013.4
60%
2013.2
40%
2013
2012.8
20%
2013
2014
2013
2014
2013
2012.6
2014
21. PacifiCorp’s OATT and BP
stakeholder processes provided
adequate opportunities for
stakeholder feedback on PacifiCorp’s
EIM proposals.
0%
Highly Satisfied
Satisfied
Unsatisfied
No Answer
2012.4
Series5
Survey Question 19 – 21 Data
Questions
19
20
21
Data Count of Weighted Highly Satisfied
Year answers Average
#
%
Satisfied
Unsatisfied
No Answer
#
%
#
%
#
%
PacifiCorp provided information about the 2014
Energy Imbalance Market (EIM) through its
stakeholder processes which kept me
adequately informed as to the status of the
project, implementation requirements, and
2013
key dates for stakeholders.
45
7.51
15
33.33%
7
15.56%
3
6.67%
20
44.44%
62
8.33
16
25.81%
8
12.90%
2
3.23%
36
58.06%
PacifiCorp’s stakeholder processes for its 2014
EIM open access transmission tariff (OATT)
and business practice (BP) were informative
and helped me understand what the EIM is
and how my business is affected.
2013
45
6.83
13
28.89%
7
15.56%
5
11.11%
20
44.44%
62
7.64
14
22.58%
8
12.90%
2
3.23%
38
61.29%
2014
PacifiCorp’s OATT and BP stakeholder
processes provided adequate opportunities
for stakeholder feedback on PacifiCorp’s
EIM proposals.
2013
45
7.39
13
28.89%
7
15.56%
4
8.89%
21
46.67%
62
8.14
15
24.19%
7
11.29%
2
3.23%
38
61.29%
Action Plan Items
• Monthly Customer Meeting
– Expanding agenda to add additional items of customer interest, e.g., construction
projects, compliance requirements and other efforts related to the transmission system
– Refinement of the action Item list for long-standing items
• OATI/OASIS improvements
– NITS Module
• Outage Planning/Communications
– Continue work towards resolving issue between OATI/OASIS and Legacy OASIS
– Develop process for communication of distribution outages affecting Transmission
Customers
• Generation Interconnection
– Active communication of the pre-application process available to small generation
interconnection customers (35 reports completed to-date)
• Invoice Accuracy
– Resolved CAISO forecasting error in the CAISO forecasting model
– Continue discussions with individual customers regarding their specific billing concerns
Questions