Details for NOTICE TO THE PUBLIC

Updated

NOTICE TO THE PUBLIC OF A PETITION BY VIRGINIA UTILITY PROECTION SERVICE, LLC TO AMMEND NOTIFICATION CALL CENTER PERFORMANCE STANDARDS CASE NO. URS-2019-00389 On October 9, 2019, Virginia Utility Protection Service, LLC ("VUPS" or "Company") filed with the State Corporation Commission ("Commission") a Petition seeking to amend notification call center performance standards established in Case No. PUE-2002-00525. VUPS filed the Petition pursuant to § 56-265.16:1 of the Code of Virginia and 20 VAC 5-300-90 A 6 of the Commission's Rules Governing Certification, Operation, and Maintenance of a Notification Center or Centers ("Rule 90 A 6"). VUPS is the notification call center for Virginia residents, businesses, and operators of underground Virginia utility facilities. Rule 90 A 6 requires each notification center to have and meet Commission-approved performance standards to promote accuracy, cost-effectiveness, operational efficiency, and customer satisfaction. Through its Petition, VUPS seeks to amend the performance standards applicable to it, claiming that some of the standards are obsolete and others now act as a detriment to good customer service. Specifically, the Company proposes to eliminate or change the following requirements: Average Speed of Answer: VUPS seeks to replace the current 30-second standard with a requirement that the Company report monthly metrics on a quarterly basis to the Commission. VUPS claims the majority of customer tickets are now processed online. Busy Signal Rate: The Company proposes to eliminate this requirement. VUPS asserts that its infrastructure no longer allows callers to receive a busy signal. Customer Satisfaction Standard: The Company seeks to eliminate the requirement for third-party surveys, the requirement to maintain a 99% satisfaction rate, and associated requirements. Instead, VUPS proposes to obtain feedback on service levels and suggestions for improvement through digitally distributed surveys designed by the Company. The Company proposes to leave in place the standards for the Abandoned Call Rate and for the quarterly report. Interested persons are encouraged to review the Petition in full for additional details about the Company's proposals. The Commission entered an Order for Notice and Comment and an Amended Order for Notice and Comment docketing the Petition and establishing procedures for the case. Copies of these Orders and the public version of the Petition are available for public view from 8:15 a.m. to 5 p.m., Monday through Friday, excluding holidays, at the Commission's Document Control Center. Unofficial copies also may be viewed on the Commission's website: http://www.scc.virginia.gov/case. Copies of the Orders also may be obtained by written request to the Company's counsel, Joseph K. Reid III, Esquire, McGuireWoods LLP, Gateway Plaza, 800 East Canal Street, Richmond, Virginia 23219. Interested persons may participate in this case by submitting written comments on the Petition, by filing a Notice of Participation as a respondent in this case, or by filing a request for hearing on the Petition. Any person desiring to submit written comments on the petition shall file such comments on or before February 28, 2020. Compact discs or other electronic storage media may not be filed with the comments. Any person desiring to participate as a respondent in this case shall file a notice of participation on or before February 28, 2020. A copy of the notice of participation must be sent to the Company's counsel at the address referenced above. Any notice of participation must include: (i) a precise statement of the interest of the respondent; (ii) a statement of the specific action sought to the extent then known; and (iii) the factual and legal basis for the action. See the Commission's Order for Notice and Hearing and Amended Order for Notice and Hearing for additional information about participation as a respondent. Any person desiring to request a hearing on the Petition may do so on or before February 28, 2020. A copy of the request for hearing must be sent to the Company's counsel at the address referenced above. Any request for hearing must include: (i) a precise statement of the filing party's interest in the proceeding; (ii) a statement of the specific action sought to the extent then known; (iii) a statement of the legal basis for the action; and (iv) a precise statement why a hearing should be conducted in this matter. See the Commission's Order for Notice and Hearing and Amended Order for Notice and Hearing for additional information about participation as a respondent. All comments and filings shall refer to Case No. URS-2019-00389 and shall comply with the Commission's Rules of Practice and Procedure, 5 VAC 5-10-20 et seq., with the following exception: All documents filed with the Office of the Clerk in this docket may use both sides of the paper. The Commission's Rules of Practice and Procedure may be viewed at the Commission's website, http://www .scc.virginia.gov/case, or a printed copy may be obtained from the Clerk of the Commission. Comments and filings not submitted electronically through the Commission's website shall be sent to the Clerk of the Commission's address as follows: Joel H, Peck, Clerk, State Corporation Commission, c/o Document Control Center, P.O. Box 2118, Richmond, Virginia 23218-2118. (1061539)

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