Report 2014-120 Recommendation 7 Responses

Report 2014-120: California Public Utilities Commission: It Needs to Improve the Quality of Its Consumer Complaint Data and the Controls Over Its Information Systems (Release Date: April 2015)

Recommendation #7 To: Public Utilities Commission

To ensure that branch staff provide the appropriate assistance to consumers with VoIP-related complaints, the branch should, by September 30, 2015, further train its staff on the requirements of the VoIP job aid and on providing correspondence to complainants as its guidelines require.

6-Month Agency Response

With assistance of CPUC Legal Division, branch revised the VoIP Job Aid and consumer letters. Branch also created a "quick resource guide" that presents a graphic overview of VoIP processes for staff to refer to for coding and processing assistance. Branch delivered training to all branch staff, using revised materials, on VoIP coding including enhanced use of attributes and comments.

California State Auditor's Assessment of 6-Month Status: Fully Implemented

60-Day Agency Response

Branch met with the Communications Division to request their assistance in better identifying VoIP providers. Branch met with the Legal Division for assistance with correspondence to be used for VoIP. Further staff training on the requirements of the VoIP job aid are on schedule to be delivered in parallel with general coding training on or before September 30, 2015.

California State Auditor's Assessment of 60-Day Status: Pending

All Recommendations in 2014-120

Agency responses received are posted verbatim.