N.Y. Remote Account Number Access Program to Move Forward at Four Utilities, With ESCO Funding

The New York PSC has accepted compliance filings from several utilities to implement programs allowing customers to remotely access their account numbers, as a mean of facilitating enrollments with ESCOs (98-M-1343).

Such remote account number access programs are already in place at Consolidated Edison and Central Hudson, as each utility did not seek cost recovery from ESCOs in implementing their program. The programs generally allow customers, via the utility's Integrated Voice Response (IVR) system or a web-based interface, to receive their utility account number by providing certain customer-specific information. This remote provision of the account number facilitates enrollments with ESCOs at locations where a customer may not have their bill with them.

In a November 23 order, the PSC also approved remote account number access programs at Orange & Rockland, National Fuel Gas Distribution, NYSEG, and Rochester Gas & Electric, subject to ESCOs agreeing to fund the programs.

At O&R, ESCOs have already agreed to split a one-time $5,000 charge to implement IVR upgrades to implement the program, and $500 in annual maintenance costs. O&R has said that the IVR modifications can be completed within 60 days of PSC approval.

At National Fuel Gas Distribution, the PSC found both of Distribution's proposed methods for remote account number access -- access through either its existing SmartPhone system or web-based Internet access -- to be acceptable. National Fuel Gas Distribution has projected that modifications to the SmartPhone system would cost $105,000, while modifications to the web-based ESCO Internet application would be approximately $40,000.

The PSC directed National Fuel Gas Distribution to meet with the active ESCOs in its service territory to discuss which method(s) of remote access the ESCOs would like to have implemented and how related costs should be recovered from the ESCOs. National Fuel Gas Distribution was directed to file within 60 days a timetable for implementation along with a description of how the costs will be recovered from the ESCOs.

The Commission similarly approved NYSEG/RG&E's dual methods for remote access to customer POD IDs (IVR system and web-based system). NYSEG/RG&E have projected implementation costs for enhancements to both systems at $83,000 ($74,600 for IVR modifications and an incremental $8,400 for website changes). For the IVR system, NYSEG/RG&E propose to use new company specific toll-free numbers, which would cost $200 per month per company. NYSEG/RG&E will collect the first three years of the costs of the toll-free numbers from ESCOs up front, adding $14,400 to the initial implementation costs.

NYSEG/RG&E were directed to meet with the active ESCOs in their service territories and file with the Commission within 60 days a timetable for implementation along with a description of how the costs will be recovered from the ESCOs.

At Niagara Mohawk and the KeySpan LDCs, a number of ESCOs have already rejected paying for the costs of remote account number access programs. Given the small number of ESCOs willing to fund implementation, the National Grid companies proposed not moving forward with the programs at this time (8/1 and 10/20/10).

As ESCOs active in NiMo's and the KeySpan companies' service territories could not reach consensus on the recovery of the costs associated with providing remote access to customer account numbers, "[w]e will not force ECSOs to shoulder the costs associated with this service if it is not wanted," the PSC said. NiMo and the KeySpan companies are not required to go forward with their plans to provide remote access to customer account numbers, but the programs may be implemented in the future if ESCOs indicate their willingness to fund the programs.

In its order, the PSC also affirmed its earlier decision to require ESCOs to pay for any modifications to provide customers with remote access to their account numbers. ESCOs had argued that the programs benefit all utility customers and are an essential part of the retail access program similar to EDI, and therefore their costs should be placed in distribution rates.

"Customers already have access to their account numbers," the PSC noted. "Customers can refer to their monthly utility bills. They can, in most cases, access account information, including their account numbers, on their utility's website. Additionally, customers can call their utility's customer service center, during the center's hours of operation, and retrieve their account number. In fact, many customers have used these methods to obtain their account information when they arranged for their energy commodity to be supplied by an ESCO. Accordingly, the additional venue for retrieving account numbers through an IVR system is not a part of the retail access platform," the Commission said.

"It may be true that the effectiveness of these ESCOs marketing efforts would be hampered without the sought after additional access to customer account numbers. However, as we stated in the July 2010 Order, the benefit clearly inures to the ESCOs choosing to market in these public places," the PSC said.