1. (a)

   1. (1) Each utility shall keep a detailed record of its production, transmission, and/or distribution operations.

   2. (2)

      1. (A) The record shall include any units of service produced, purchased, and sent out.
      2. (B) The record shall also include any fuels or other raw materials used in the production of the utility’s product and the length of time each unit that produced the utility’s product was operating, if applicable.
   3. (3) The record shall be detailed enough to substantially replicate the operations of each production, transmission, and/or distribution unit for use in statistical and analytical studies for regulatory purposes.
2. (b) All utilities shall keep records so that costs for separate kinds of services or nonutility enterprises can be easily identified.

3. (c)

   1. (1) Each utility shall keep records of its customer call center operations.
   2. (2) The records shall be kept in sufficient detail to calculate the utility’s performance as required by 23 CAR § 455-205(d).
   3. (3) The records shall be kept separately for each customer call center.
   4. (4) Utilities shall keep the records at least three (3) years.

   5. (5) These records shall be maintained by month and shall include, but are not limited to:

      1. (A) The total number of calls attempted;
      2. (B) The total number of calls receiving a busy signal;
      3. (C) The total number of calls received;
      4. (D) The total number of received calls answered within thirty (30) seconds;
      5. (E) The total number of calls answered within thirty (30) seconds of the customer requesting an employee;
      6. (F) Within an automated system, the total number of calls where a customer selects to speak to an employee;
      7. (G) The average speed-to-answer time for received calls that are answered;
      8. (H) The results of the utility’s monthly determinations required by 23 CAR § 455-205(d)(3) and (4); and
      9. (I) The number of abandoned calls.

Codification Notes: This section was promulgated as Rule 7.06 of the General Service Rules prior to codification in the Code of Arkansas Rules.