TIM/jgo 1/28/2002
BEFORE THE PUBLIC UTILITIES COMMISSION OF THE STATE OF CALIFORNIA
Order Instituting Rulemaking on the Commission's Own Motion to Assess and Revise the New Regulatory Framework for Pacific Bell and Verizon California Incorporated.
Rulemaking 01-09-001
(Filed September 6, 2001)
Order Instituting Investigation on the Commission's Own Motion to Assess and Revise the New Regulatory Framework for Pacific Bell and Verizon California Incorporated.
Investigation 01-09-002
(Filed September 6, 2001)
ASSIGNED ADMINISTRATIVE LAW JUDGE'S RULING PROVIDING
NOTICE OF DATA REQUESTS REGARDING SERVICE QUALITY
On September 6, 2001, the Commission issued Order Instituting Rulemaking 01-09-001 and Order Instituting Investigation 01-09-002 (collectively, the "Order"). The purpose of the proceeding established by the Order is to assess and revise the New Regulatory Framework (NRF) for Pacific Bell Telephone Company (Pacific) and Verizon California Incorporated (Verizon).
As described in the Order, the scope of this proceeding includes, among other things, an assessment of how service quality has fared under NRF, particularly the quality of service provided to end users by Pacific and Verizon. To aid in this assessment, the Order (1) contained summary information regarding informal complaints filed at the Commission pertaining to Pacific and Verizon; (2) directed Pacific and Verizon to each file a compliance report that contains specified information on service quality; and (3) authorized parties to submit customer surveys and other information regarding service quality.
The Commission's Telecommunications Division recently sent data requests to Pacific and Verizon to obtain additional information regarding service quality. Copies of the data requests are appended to this ruling. Pacific and Verizon shall promptly provide a copy of their responses to any party that (1) requests a copy, and (2) signs a non-disclosure agreement, if appropriate. Parties may use the information contained in the responses, as appropriate, in their pleadings submitted in this proceeding.
IT IS RULED that:
1. Pacific Bell Telephone Company (Pacific) and Verizon California Incorporated (Verizon) shall promptly provide a copy of their responses to the attached data requests to any party that (i) requests a copy, and (ii) signs a non-disclosure agreement, if appropriate.
2. Parties may use the information contained in Pacific's and Verizon's responses, as appropriate, in pleadings submitted in this proceeding.
Dated January 28, 2002, at San Francisco, California.
/s/ TIMOTHY KENNEY
Timothy Kenney
Administrative Law Judge
Appendix A
Service Quality Data Request Sent to Pacific Bell Telephone Company
January 16, 2002
Cynthia Wales, Executive Director
Pacific Bell
140 New Montgomery Street
San Francisco, CA. 94105
Data Request 02-01-001: Request for Information Regarding Service Quality
Please provide the information identified below regarding the quality of service provided to retail customers. Please report data for the period of January 1, 1990, through December 31, 2001, unless requested to do otherwise. If data is not available back to January 1, 1990, please provide data for as far back as available, and provide a thorough explanation as to why the data is not available back to January 1, 1990. If data through December 31, 2001 is not available, please provide the most recent available data with an explanation as to why more recent data is not available.
1. General Order (G.O.) 133-B and Related Telephone Service Quality Data.
a. Please provide actual monthly performance data for each measure of service quality reported to the California Public Utilities Commission (Commission) pursuant to G.O. 133-B.
b. Please provide the following information:
i. For each measure of service quality reported to the Commission pursuant to G.O. 133-B, a thorough explanation of how actual performance results are measured and reported in the G.O. 133-B monthly service quality performance report. The explanation should include the step-by-step methods and procedures used for collecting, compiling, and reporting service quality performance results.
ii. A thorough description of the types and capabilities of the automated response units (ARUs), automatic call distributors (ACDs), uniform call distributors (UCDs) and/or other equipment used in the process to measure call waiting time and/or call answering time for answering calls to directory assistance, toll operator assistance, repair calls, billing inquiries, and/or business office calls.
iii. A thorough description of the type of data collected by the equipment described in response to Question 1.b.ii above, a thorough explanation of what the data purports to measure, and a thorough explanation of how the data is converted into service performance results reported to the Commission.
iv. For any measure of service quality for which there was a change in the equipment and/or methods used to measure performance, explain what the change was, when the change took effect, and how the change affected the service quality data results reported to the Commission.
c. Please report each instance of any 12-consecutive month period (i.e., not necessarily the calendar year) during which the Company failed to meet one or more of the G.O. 133-B service quality measures for any 3 of the 12-consecutive months for any reporting entity specified in G.O. 133-B. For each instance reported, please provide a thorough explanation as to why the Company failed to meet the G.O. 133-B service quality measure(s) for 3 or more months, and a thorough description of the corrective actions taken by the Company to prevent such failures from recurring.
d. If available, please provide monthly data regarding the number of service orders completed during the month for residential additional lines, and for business subsequent service orders (i.e., other than initial service orders) that took more than 30 calendar days to complete (i.e., from the date the service order was taken or the customer requested installation date, as applicable). For each month, please provide a thorough explanation of the reasons for the delayed orders and the actions the Company took to remedy the situation.
e. Please provide all monthly data regarding the percentage of installation (business lines, residential primary lines, and residential additional lines stated separately) service orders completed within a specified number of working days (e.g., 3, 5, 7 days).
f. If available, please provide monthly data regarding the average (arithmetic mean) number of days to complete an installation order (business lines, residential primary lines, and residential additional lines stated separately). If you do not have data regarding the average number of days, provide any available data regarding the aggregate amount of time it took to complete an installation order (business lines, residential primary lines, and residential additional lines stated separately).
g. Please provide all monthly data regarding the percentage of out-of-service telephone repairs completed within a specified number of hours (e.g., 12, 24, 48, 72 hours) with initial and repeat out-of-service repairs stated separately for business and residential service.
h. If available, please provide:
i. Monthly data regarding the average (arithmetic mean) number of hours to complete the out-of-service telephone repairs with initial and repeat troubles stated separately (business and residential out-of-service repairs stated separately). If you do not have data regarding the average number of hours, provide any available data regarding the aggregate amount of time it took to complete the repair order (initial and repeat troubles stated separately for business and residential service).
ii. Monthly data regarding the percentage of repair commitments met (initial and repeat repair commitments met for business and residential stated separately).
i. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live business office representative when a customer calls the business office number to place a service installation order.
ii. A copy of the script for the recorded options to which the customer must listen and/or respond.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu(s) that may be navigated to reach a live business office representative.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live business office or customer service representative spends on each customer call for installation or service orders related to local telephone service (business lines, residential primary lines, and residential additional lines stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes customer service representatives spend on each customer call, provide any available data regarding the aggregate amount of time customer service representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
j. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live repair service representative when a customer dials 611 to report service trouble.
ii. A copy of the script for the recording to which the customer must listen and/or respond before the customer is connected to a live repair service representative.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu(s) that may be navigated to reach a live trouble report service representative.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live repair service representative spends on each customer call reporting service trouble (business lines, residential primary lines, and residential additional lines stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes per call, provide any available data regarding the aggregate amount of time repair service representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
k. Please state whether any marketing to customers occurs during 611 calls. If there is marketing or soliciting during calls to 611, please thoroughly describe the kind of marketing/soliciting that is done during such calls, and provide copies of scripts used during the marketing/soliciting activity. Provide the information for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect.
l. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live service representative when a customer calls the customer service number to inquire about a billing matter related to local telephone service.
ii. A copy of the script for the recording to which customer must listen and/or respond before the customer is connected to a live service representative when the customer calls the customer service number to inquire about a billing matter related to local telephone service.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu(s) that may be navigated to reach a live service representative when a customer calls the customer service number to inquire about a billing matter related to local telephone service.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live billing office representative spends on each customer call to inquire about a billing matter related to local telephone service (business customer and residential customer inquires stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes per call, provide any available data regarding the aggregate amount of time billing office representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
1. Service Interruptions and Service Outages Affecting 911 Service.
a. Please provide annual data on the number of service interruptions and service outages affecting 911 service. Please categorize the data according to the following list of causes for interruptions/outages: fire, water, equipment failure, power failure, software problems, cable cuts, employee error, acts of nature, and other.
b. For 911 service interruptions/outages, please provide a thorough description of the specific causes of the interruptions/outages for each of the categories listed in Question 2a, above.
c. Please provide a thorough description of the steps the Company has taken to reduce or prevent future occurrences of 911 service interruptions and outages.
3. Internal Targets and Goals.
a. Please identify and describe all internal targets and goals for quality of service (e.g., percentage of repairs completed within a specified number of hours such as 12, 24, 48, 72 hours; percentage of installations completed within a specified number of days such as 3, 5, 7 days; percentage of repair commitments met, percentage of installation commitments met; customer satisfaction goals, etc.). Please state whether the internal targets and goals are the same for business lines, primary residential lines and additional residential lines. If there are different targets and goals for business lines, primary residential lines and additional residential lines, please explain the differences and the rationale for these differences.
b. For each identified target or goal, please provide the following:
i. A description of the data collected to compare actual performance with the target or goal.
ii. A thorough description of the Company's policy for correcting a missed target or goal.
c. Provide the information requested in a and b above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in internal targets or goals, identify the dates that the internal targets or goals were in effect.
4. Information provided to the Federal Communications Commission (FCC).
a. Rulemaking 01-09-001, Appendix D, directed Pacific and Verizon to file compliance reports that contain specified information on service quality. The following questions request reports containing information for the succeeding months to those specified in the rulemaking order.
i. Please provide copies of the Automated Reporting Management Information System (ARMIS) Service Quality Report 43-05 filed with the FCC for the period beginning July 1, 2001 through December 31, 2001.
ii. Please provide copies of the ARMIS Customer Satisfaction Report 43-06 filed with the FCC for the period beginning July 1, 2001 through December 31, 2001.
b. Please provide copies of all information provided to the FCC concerning the requirements of the NARUC Technology Policy Subgroup Service Quality White Paper adopted by NARUC on November 11, 1998.
5. Customer Opinion Surveys.
a. Please provide the monthly or other periodic results obtained from Pacific Bell's Telephone Service Attitude Measurement (TELSAM) survey, External Measurement Survey (ESM), Customer Service Quality (CSQ) survey, and any other customer survey regarding service quality. For each survey, please provide:
i. A thorough explanation regarding how the survey is conducted and the data is collected.
ii. A copy of the script/questionnaire used to conduct the survey.
b. Please provide the following information:
i. Specify when, if ever, the format of Pacific Bell's Telephone Service Attitude Measurement (TELSAM) survey, External Measurement Survey (ESM), Customer Service Quality (CSQ) survey, and/or any other customer survey regarding service quality was changed.
ii. For each change listed, please provide a thorough explanation as to the purpose and/or objective of the change.
iii. For each change listed, please provide a thorough explanation as to the impact of the change on the survey results.
6. Please provide the following information relating to Pacific Bell's service quality improvement efforts during the period beginning July 1, 1994 through December 31, 2001:
a. Provide copies of the agendas and attendee lists for all semi-annual service quality meetings which took place between Pacific Bell and the CPUC staff pursuant to D.94-06-011.
b. List each year in which fewer than two (2) semi-annual service quality meetings took place between Pacific Bell and the CPUC staff. For each year listed, provide an explanation for why fewer than two (2) semi-annual service quality meetings were held.
c. Provide a copy of any written communications to the CPUC concerning service quality improvements made by Pacific, including any software changes made to expedite customer requested cancellation of calling cards.
7. Please provide the following information:
a. A thorough description of any steps the Company has taken to improve service quality pursuant to Decision 97-03-067.
b. Provide copies of any plans or other documents prepared by the Company since April 1, 1997 to maintain or improve compliance with G.O. 133-B service quality standards. If no plans or other documents have been prepared, please state so.
8. If you wish to do so, please provide any additional information that the Company believes would assist the Commission in understanding or interpreting the data provided in response to these requests.
Please provide the requested information by February 15, 2002. Please submit the requested information in hard copy (paper) and IBM-compatible electronic (compact disk or 3.5" floppy diskette) format. If you can not provide this information by the requested date, please explain in writing no later than January 28, 2002 why it can not be provided and when it will be provided.
If you would like an electronic copy of this data request, please send your request by email to dal@cpuc.ca.gov or rs1@cpuc.ca.gov with an email address to which you want the copy sent. The response dates specified above will not be changed due to requests for electronic copies of this data request.
If you have any questions or need clarification, please call Daljit Singh at (415) 703-1801 or Richard Smith at (415) 703-1633.
Appendix B
Service Quality Data Request Sent to Verizon California Incorporated
January 16, 2002
Elaine Duncan
Verizon California
711 Van Ness Avenue, Suite 300
San Francisco, CA 94102
Data Request 02-01-001: Request for Information Regarding Service Quality
Please provide the information identified below regarding the quality of service provided to retail customers. Please report data for the period of January 1, 1990, through December 31, 2001, unless requested to do otherwise. If data is not available back to January 1, 1990, please provide data for as far back as available, and provide a thorough explanation as to why the data is not available back to January 1, 1990. If data through December 31, 2001 is not available, please provide the most recent available data with an explanation as to why more recent data is not available.
1. General Order (G.O.) 133-B and Related Telephone Service Quality Data.
a. Please provide actual monthly performance data for each measure of service quality reported to the California Public Utilities Commission (Commission) pursuant to G.O. 133-B.
b. Please provide the following information:
i. For each measure of service quality reported to the Commission pursuant to G.O. 133-B, a thorough explanation of how actual performance results are measured and reported in the G.O. 133-B monthly service quality performance report. The explanation should include the step-by-step methods and procedures used for collecting, compiling, and reporting service quality performance results.
ii. A thorough description of the types and capabilities of the automated response units (ARUs), automatic call distributors (ACDs), uniform call distributors (UCDs) and/or other equipment used in the process to measure call waiting time and/or call answering time for answering calls to directory assistance, toll operator assistance, repair calls, billing inquiries, and/or business office calls.
iii. A thorough description of the type of data collected by the equipment described in response to Question 1.b.ii above, a thorough explanation of what the data purports to measure, and a thorough explanation of how the data is converted into service performance results reported to the Commission.
iv. For any measure of service quality for which there was a change in the equipment and/or methods used to measure performance, explain what the change was, when the change took effect, and how the change affected the service quality data results reported to the Commission.
c. Please report each instance of any 12-consecutive month period (i.e., not necessarily the calendar year) during which the Company failed to meet one or more of the G.O. 133-B service quality measures for any 3 of the 12-consecutive months for any reporting entity specified in G.O. 133-B. For each instance reported, please provide a thorough explanation as to why the Company failed to meet the G.O. 133-B service quality measure(s) for 3 or more months, and a thorough description of the corrective actions taken by the Company to prevent such failures from recurring.
d. If available, please provide monthly data regarding the number of service orders completed during the month for residential additional lines, and for business subsequent service orders (i.e., other than initial service orders) that took more than 30 calendar days to complete (i.e., from the date the service order was taken or the customer requested installation date, as applicable). For each month, please provide a thorough explanation of the reasons for the delayed orders and the actions the Company took to remedy the situation.
e. Please provide all monthly data regarding the percentage of installation (business lines, residential primary lines, and residential additional lines stated separately) service orders completed within a specified number of working days (e.g., 3, 5, 7 days).
f. If available, please provide monthly data regarding the average (arithmetic mean) number of days to complete an installation order (business lines, residential primary lines, and residential additional lines stated separately). If you do not have data regarding the average number of days, provide any available data regarding the aggregate amount of time it took to complete an installation order (business lines, residential primary lines, and residential additional lines stated separately).
g. Please provide all monthly data regarding the percentage of out-of-service telephone repairs completed within a specified number of hours (e.g., 12, 24, 48, 72 hours) with initial and repeat out-of-service repairs stated separately for business and residential service.
h. If available, please provide:
i. Monthly data regarding the average (arithmetic mean) number of hours to complete the out-of-service telephone repairs with initial and repeat troubles stated separately (business and residential out-of-service repairs stated separately). If you do not have data regarding the average number of hours, provide any available data regarding the aggregate amount of time it took to complete the repair order (initial and repeat troubles stated separately for business and residential service).
ii. Monthly data regarding the percentage of repair commitments met (initial and repeat repair commitments met for business and residential stated separately).
i. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live business office representative when a customer calls the business office number to place a service installation order.
ii. A copy of the script for the recorded options to which the customer must listen and/or respond.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu(s) that may be navigated to reach a live business office representative.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live business office or customer service representative spends on each customer call for installation or service orders related to local telephone service (business lines, residential primary lines, and residential additional lines stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes customer service representatives spend on each customer call, provide any available data regarding the aggregate amount of time customer service representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
j. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live repair service representative when a customer dials 611 to report service trouble.
ii. A copy of the script for the recording to which the customer must listen and/or respond before the customer is connected to a live repair service representative.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu that may be navigated to reach a live trouble report service representative.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live repair service representative spends on each customer call reporting service trouble (business lines, residential primary lines, and residential additional lines stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes per call, provide any available data regarding the aggregate amount of time repair service representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
k. Please state whether any marketing to customers occurs during 611 calls. If there is marketing or soliciting during calls to 611, please thoroughly describe the kind of marketing/soliciting that is done during such calls, and provide copies of scripts used during the marketing/soliciting activity. Provide the information for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect.
l. Please provide:
i. A flowchart detailing the recorded ARU, ACD, and/or UCD menu(s) a customer must use to reach a live service representative when a customer calls the customer service number to inquire about a billing matter related to local telephone service.
ii. A copy of the script for the recording to which customer must listen and/or respond before the customer is connected to a live service representative when the customer calls the customer service number to inquire about a billing matter related to local telephone service.
iii. The amount of time in seconds it takes to listen to and respond to each option available on the response menu(s) that may be navigated to reach a live service representative when a customer calls the customer service number to inquire about a billing matter related to local telephone service.
iv. If available, please provide monthly data regarding the average (arithmetic mean) number of minutes a live billing office representative spends on each customer call to inquire about a billing matter related to local telephone service (business customer and residential customer inquires stated separately). Do not include time customers spend in queue waiting to speak to a representative. If you do not have data regarding the average number of minutes per call, provide any available data regarding the aggregate amount of time billing office representatives spend on customer calls.
v. Provide the information requested in i through iv above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in practice, identify the dates that the practice was in effect. If an ARU, ACD, or UCD was not in use for any portion of this time period, identify such portion of the time period.
2. Service Interruptions and Service Outages Affecting 911 Service.
a. Please provide annual data on the number of service interruptions and service outages affecting 911 service. Please categorize the data according to the following list of causes for interruptions/outages: fire, water, equipment failure, power failure, software problems, cable cuts, employee error, acts of nature, and other.
b. For 911 service interruptions/outages, please provide a thorough description of the specific causes of the interruptions/outages for each of the categories listed in Question 2a, above.
c. Please provide a thorough description of the steps the Company has taken to reduce or prevent future occurrences of 911 service interruptions and outages.
4. Internal Targets and Goals.
a. Please identify and describe all internal targets and goals for quality of service (e.g., percentage of repairs completed within a specified number of hours such as 12, 24, 48, 72 hours; percentage of installations completed within a specified number of days such as 3, 5, 7 days; percentage of repair commitments met, percentage of installation commitments met; customer satisfaction goals, etc.). Please state whether the internal targets and goals are the same for business lines, primary residential lines and additional residential lines. If there are different targets and goals for business lines, primary residential lines and additional residential lines, please explain the differences and the rationale for these differences.
b. For each identified target or goal, please provide the following:
i. A description of the data collected to compare actual performance with the target or goal.
ii. A thorough description of the Company's policy for correcting a missed target or goal.
c. Provide the information requested in 3a and 3b above for the entire period of time covered by this data request (January 1, 1990 through December 31, 2001), beginning with January 1, 1990. For each change in internal targets or goals, identify the dates that the internal targets or goals were in effect.
5. Information provided to the Federal Communications Commission (FCC).
a. Rulemaking 01-09-001, Appendix D, directed Pacific and Verizon to file compliance reports that contain specified information on service quality. The following questions request reports containing information for the succeeding months to those specified in the rulemaking order.
i. Please provide copies of the Automated Reporting Management Information System (ARMIS) Service Quality Report 43-05 filed with the FCC for the period beginning July 1, 2001 through December 31, 2001.
ii. Please provide copies of the ARMIS Customer Satisfaction Report 43-06 filed with the FCC for the period beginning July 1, 2001 through December 31, 2001.
b. Please provide copies of all information provided to the FCC concerning the requirements of the NARUC Technology Policy Subgroup Service Quality White Paper adopted by NARUC on November 11, 1998.
6. Customer Opinion Surveys.
a. Please provide the monthly or other periodic results obtained from Verizon's Telephone Customer Expectation Level (TELCEL) survey, Customer Care Index (CCI) survey, and any other customer survey regarding service quality. For each survey, please provide:
i. A thorough explanation regarding how the survey is conducted and the data is collected.
ii. A copy of the script/questionnaire used to conduct the survey.
b. Please provide the following information:
i. Specify when, if ever, the format of Verizon's Telephone Customer Expectation Level (TELCEL) survey, Customer Care Index (CCI) survey, and/or any other customer survey regarding service quality was changed.
ii. For each change listed, please provide a thorough explanation as to the purpose and/or objective of the change.
iii. For each change listed, please provide a thorough explanation as to the impact of the change on the survey results.
7. Please provide the following information related to the Settlement provisions approved by the 1st Triennial NRF Review decision (D.94-06-011):
a. A copy of the tariff and other documentation available to the public describing the provisions of Verizon's Service Assurance Guarantee Program.
b. The dollars refunded under the Assurance Mechanism, reported by month and the supporting work papers showing how any refunds were calculated.
c. The number of customers, reported by month that received a refund under the Assurance Mechanism.
8. If you wish to do so, please provide any additional information that the Company believes would assist the Commission in understanding or interpreting the data provided in response to these requests.
Please provide the requested information by February 15, 2002. Please submit the requested information in hard copy (paper) and IBM-compatible electronic (compact disk or 3.5" floppy diskette) format. If you can not provide this information by the requested date, please explain in writing no later than January 28, 2002 why it can not be provided and when it will be provided.
If you would like an electronic copy of this data request, please send your request by email to dal@cpuc.ca.gov or rs1@cpuc.ca.gov with an email address to which you want the copy sent. The response dates specified above will not be changed due to requests for electronic copies of this data request.
If you have any questions or need clarification, please call Daljit Singh at (415) 703-1801 or Richard Smith at (415) 703-1633.
CERTIFICATE OF SERVICE
I certify that I have by mail this day served a true copy of the original attached Assigned Administrative Law Judge's Ruling Providing Notice of Data Requests Regarding Service Quality on all parties of record in this proceeding or their attorneys of record.
Dated January 28, 2002, at San Francisco, California.
/s/ JACQUELINE GORZOCH
Jacqueline Gorzoch
NOTICE
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