= X (Number of Months Measure Was Not Met 7) Fine of $63,000 Answer Time for Trouble Reports and Billing and Non-Billing Inquiries The standard, defined in § 3.5, measures the amount of time it takes for an operator Answer Time to answer the phone when customers call a business office for billing and non-billing inquiries or a repair office for trouble reports. The value is calculated as an average answer time of a sample of the answering interval of calls to business and repair offices that is representative of the reported period. The Minimum Standard Reporting Level for the is 80% of calls answered by an Answer Time operator within 60 seconds when speaking to a live agent, or 80% of calls answered within 60 seconds when speaking to a live agent after completing an interactive voice response or automatic response unit system. The fine structure is as follows: Base Fine, GO 133-D, § 9.5 Answer Time 1 or 2 3 to 5 6 to 8 9 to 11 12 or More Consecutive Consecutive Consecutive Consecutive Consecutive Months Months Months Months Months $0 per day $500 per day $1,000 per day $1,500 per day $2,000 per day Fine Per Day Days in a Month 30 days 30 days 30 days 30 days 30 days (for all months) $0 $15,000 $30,000 $45,000 $60,000 Base Fine per Month Citizens follow: Frontier’s results 2017 Reporting for GO 133-D § 3.5 80% minimum Answer Time, – Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec Citizens 71.6% 55.5% 73.2% 85.5% 90.7% 90.3% 81.1% 68.5% 62.5% 45.0% 53.1% 70.9% Frontier Citizens Frontier failed to meet the standard from January through March and August through December. The company excluded January through March from its reported Answer Time results per § 3.4(b) for catastrophic events due to the severe winter storms and subsequent Emergency Proclamations. The company entered failure Governor’s “chronic status” beginning in October and incurred fines for its substandard performance during the last three months of the year. Staff agrees with the fine calculated as: (Scaling Factor 1.20%) x (Monthly Base Fine $15,000) x (Number of Months Measure Was Not Met 3) = Fine of $540 Alternative Proposal for Mandatory Corrective Action, § 9.7
X (Number of Months Measure Was Not Met 7) = Fine of $63,000 Answer Time for Trouble Reports and Billing and Non-Billing Inquiries The Answer Time standard, defined in § 3.5, measures the amount of time it takes for an operator to answer the phone when customers call a business office for billing and non-billing inquiries or a repair office for trouble reports. The value is calculated as an average answer time of a sample of the answering interval of calls to business and repair offices that is representative of the reported period. The Minimum Standard Reporting Level for the Answer Time is 80% of calls answered by an operator within 60 seconds when speaking to a live agent, or 80% of calls answered within 60 seconds when speaking to a live agent after completing an interactive voice response or automatic response unit system. The fine structure is as follows: Base Answer Time Fine, GO 133-D, § 9.5 1 or 2 Consecutive Months 3 to 5 Consecutive Months 6 to 8 Consecutive Months 9 to 11 Consecutive Months 12 or More Consecutive Months Fine Per Day $0 per day $500 per day $1,000 per day $1,500 per day $2,000 per day Days in a Month (for all months) 30 days 30 days 30 days 30 days 30 days Base Fine per Month $0 $15,000 $30,000 $45,000 $60,000 Citizens Frontier’s results follow: 2017 Reporting for Answer Time, GO 133-D § 3.5 – 80% minimum Jan Feb Mar Apr May Jun July Aug Sept Oct Nov Dec Citizens Frontier 71.6% 55.5% 73.2% 85.5% 90.7% 90.3% 81.1% 68.5% 62.5% 45.0% 53.1% 70.9% Citizens Frontier failed to meet the standard from January through March and August through December. The company excluded January through March from its reported Answer Time results per § 3.4(b) for catastrophic events due to the severe winter storms and subsequent Governor’s Emergency Proclamations. The company entered “chronic failure status” beginning in October and incurred fines for its substandard performance during the last three months of the year. Staff agrees with the fine calculated as: (Scaling Factor 1.20%) x (Monthly Base Fine $15,000) x (Number of Months Measure Was Not Met 3) = Fine of $540 Alternative Proposal for Mandatory Corrective Action, § 9.7
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