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?

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 Overview1. 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.

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.

Survey Question 1 – 5 DataQuestions Data

YearCount of answers

Weighted Average

Highly Satisfied Satisfied Unsatisfied No Answer

# % # % # % # %

1

PacifiCorp transmission representatives know their own business responsibilities and apply

their knowledge to help resolve your business issues.

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%

2PacifiCorp transmission provides your company

with the assistance it requires in scheduling transmission service.

2014 45 7.86 25 55.56% 9 20.00% 3 6.67% 8 17.78%

2013 62 8.29 29 46.77% 10 16.13% 2 3.23% 21 33.87%

3 Your key PacifiCorp transmission contacts are accessible on an as-needed basis.

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%

4PacifiCorp transmission resolves issues within a

timeframe that meets your business requirements.

2014 45 7.17 26 57.78% 10 22.22% 9 20.00% 0 0.00%

2013 62 7.32 30 48.39% 17 27.42% 9 14.52% 6 9.68%

5 PacifiCorp transmission provides accurate responses to your questions and requests.

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%

Survey Question 6 – 10 Overview6. PacifiCorp provides adequate levels of transmission system reliability from its system to serve your business needs.

7. PacifiCorp provides reasonable and accurate communications regarding planned and/or scheduled outages.

8. PacifiCorp provides reasonable 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.

10. PacifiCorp transmission provides timely updates on system modifications/enhancements and user support for the OATI OASIS system.

Survey Question 6 – 10 DataQuestions Data

YearCount of answers

Weighted Average

Highly Satisfied Satisfied Unsatisfied No Answer

# % # % # % # %

6PacifiCorp provides adequate levels of

transmission system reliability from its system to serve your business needs.

2014 45 8.24 25 55.56% 5 11.11% 3 6.67% 12 26.67%

2013 62 8.07 27 43.55% 11 17.74% 2 3.23% 22 35.48%

7PacifiCorp provides reasonable and accurate communications regarding planned and/or

scheduled outages.

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%

8PacifiCorp provides reasonable and accurate

communications regarding emergency and/or forced outages.

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%

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.

2014 45 7.59 16 35.56% 4 8.89% 3 6.67% 22 48.89%

2013 62 7.8 18 29.03% 10 16.13% 2 3.23% 32 51.61%

10 PacifiCorp transmission provides timely updates

on system modifications/enhancements and user support for the OATI OASIS system.

2014 45 7.64 17 37.78% 5 11.11% 4 8.89% 19 42.22%

2013 62 8.19 20 32.26% 7 11.29% 2 3.23% 33 53.23%

Survey Question 11 – 15 Overview11. 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 service 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.

15. PacifiCorp transmission understands and communicates any impacts to customers related to FERC, NAESB, NERC and WECC compliance requirements.

Survey Question 11 – 15 DataQuestions Data

YearCount of answers

Weighted Average

Highly Satisfied Satisfied Unsatisfied No Answer

# % # % # % # %

11PacifiCorp 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%

12

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%

13PacifiCorp transmission provides

meaningful forums for customer input into its expansion plans.

2014 45 7.73 16 35.56% 7 15.56% 4 8.89% 18 40.00%

2013 62 8.19 18 29.51% 10 16.39% 2 3.28% 31 50.82%

14 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%

15

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 Overview16. PacifiCorp transmission provides timely invoices.

17. PacifiCorp transmission provides accurate invoices.

18. Considering the service you receive, PacifiCorp transmission's rates represent a good value.

Survey Question 16 – 18 Data

Questions Data Year

Count of answers

Weighted Average

Highly Satisfied Satisfied Unsatisfied No Answer

# % # % # % # %

16 PacifiCorp transmission provides timely invoices.

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%

17 PacifiCorp transmission provides accurate invoices.

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%

18Considering the service you recieve,

PacifiCorp transmission's rates represent a good value.

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%

Survey Question 19 – 21 Overview19. 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.

21. PacifiCorp’s OATT and BP stakeholder processes provided adequate opportunities for stakeholder feedback on PacifiCorp’s EIM proposals.

Survey Question 19 – 21 DataQuestions Data

YearCount of answers

Weighted Average

Highly Satisfied Satisfied Unsatisfied No Answer

# % # % # % # %

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.

2014 45 7.51 15 33.33% 7 15.56% 3 6.67% 20 44.44%

2013 62 8.33 16 25.81% 8 12.90% 2 3.23% 36 58.06%

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.

2014 45 6.83 13 28.89% 7 15.56% 5 11.11% 20 44.44%

2013 62 7.64 14 22.58% 8 12.90% 2 3.23% 38 61.29%

21

PacifiCorp’s OATT and BP stakeholder processes provided adequate opportunities

for stakeholder feedback on PacifiCorp’s EIM proposals.

2014 45 7.39 13 28.89% 7 15.56% 4 8.89% 21 46.67%

2013 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