HomeMy WebLinkAboutMemo - Mail Packet - 12/4/2018 - Memorandum From Lisa Rosintoski Re: Time-Of-Day (Tod) Residential Electric Pricing Billing ConcernsUtilities
electric · stormwater · wastewater · water
700 Wood Street
PO Box 580
Fort Collins, CO 80522
970.212.2900
V/TDD 711
utilities@fcgov.com
fcgov.com/utilities
DATE: November 29, 2018
TO: Mayor Troxell and Councilmembers
FROM: Lisa Rosintoski, Utilities Deputy Director, Customer Connections
THROUGH: Darin Atteberry, City Manager
Jeff Mihelich, Deputy City Manager
Kevin Gertig, Utilities Executive Director
RE: Time-of-Day (TOD) Residential Electric Pricing Billing Concerns
Bottom Line:
Fort Collins Utilities staff met with the customers who attended the November 20 City Council meeting
to understand their billing concerns as related to usage between the previous tiered rate structure
compared to the TOD rate structure. In both instances, the customers’ usage increased significantly,
resulting in a higher electric utility bill. TOD was not the driver for the electric bill increase. In addition,
staff is managing concerns with billing formats, e.g., showing bill history, and TOD details on the back
of the paper utility bill. It is anticipated that these issues will be resolved by the January 2019 billing
cycles.
Summary:
The following provides a brief overview of the billing concerns raised by the customers at the Council
meeting:
• The customers reside in dwellings with electric heat.
• Each customer’s monthly electric service consumption increased significantly, between 45-
110%, from October to November 2018 mostly due to increased heating needs.
• One customer experienced a cost decrease under TOD, comparing November 2017 to November
2018, even though the customer’s usage increased during that period and there was a 1.8% rate
increase in 2018.
• One customer, even though consumption increased significantly, experienced a savings on TOD
versus tiered rates.
• Utilities is undergoing a transition in our billing paper inventory and billing format. The
information on the back of the bill does not yet reflect TOD information, and due to the number
of lines on the utility bill, the front of the bill does not show the billing history. This is especially
true for net metering solar customers. Staff is working with Information Technology to correct
these issues.
DocuSign Envelope ID: CB1CFE2B-F67C-4C40-B894-D5565F2CD6FA
11/28/2018
11/28/2018
11/29/2018
11/29/2018
• Monitor My Use is not accurately reflecting TOD use between on-peak and off-peak hours. This
issue also is being addressed and should be resolved in December. The Monitor My Use website
has had a customer awareness notice about this issue since early October.
Overall key points Utilities staff is stressing to both customers and media:
• TOD savings are based on annual consumption patterns, not monthly, evaluated with 2016-2017
billing data.
• Typically, there are seasonal differences when comparing monthly bills.
• Customers can contact Utilities Customer Care or submit an online request for a 12-month bill
comparison between TOD and tiered rates.
• Utilities encourages friends, neighbors and family to contact Customer Service with their
questions and concerns.
• Electric heat customers should contact Utilities immediately if they are not on the correct TOD
rate, and staff will put them on the correct rate. Customers also may fill out the online rate
change form at fcgov.com/TOD.
Key TOD statistics through November 20 (regularly updated in the City Manager Monthly
Report):
• Utilities bills approximately 74,000 residential customers monthly.
• Since August, Utilities has managed over 600 calls and 95 emails from customers regarding
TOD pricing. Typical monthly call volume averages 12,000.
o Most of the calls have resulted in a better understanding of the overall rate structure. This
includes increased awareness that the price is 30 percent lower 19-20 weekday hours, all
weekends and major holidays; what customers can do to reduce their consumption; and
how they have more control over their electric use.
• The website has received 14,056 unique visits.
• Social media has reached 7,226 customers. Staff is utilizing social media to increase awareness
that major holidays are at off-peak pricing. Additional social media stats include:
o 27 negative comments
o 30 engagements
o 11 likes
o 2 shares
• Over 663 customers have used the TOD online estimator tool.
• Utilities has had seven media stories.
• Access Fort Collins has received 31 requests.
ec: Randy Reuscher, Utilities Strategic Finance, Senior Rate Analyst
Lori Clements, Customer Care and Technology, Senior Manager
DocuSign Envelope ID: CB1CFE2B-F67C-4C40-B894-D5565F2CD6FA