Report 2014-120 Recommendation 10 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 #10 To: Public Utilities Commission

To ensure that the public can easily locate customer complaint data the branch publishes on its website, the commission should make navigating to its customer complaint data more intuitive and direct.

1-Year Agency Response

CPUC Website design was completed and the new webpages went live on January 11, 2016. Navigation to consumer complaint data can now be completed in one click. All of the Branch's data including consumer contact data regarding complaints and inquiries, limited-English-proficiency contacts data and LifeLine data is consolidated in one webpage at http://cpuc.ca.gov/General.aspx?id=5400. On the CPUC homepage http://cpuc.ca.gov/default.aspx scroll down to the section labeled, "How Do I..." and click on "Find Consumer Contacts Statistics".

California State Auditor's Assessment of 1-Year Status: Fully Implemented

6-Month Agency Response

CPUC website redesign work is in progress with go-live date before the end of 2015. Navigation solutions are being explored with CPUC web team including designing links to CAB data to enhance the ability to locate the data with one "click" from the homepage.

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

60-Day Agency Response

Branch has engaged in the CPUC website redesign project and has met with the Executive Division, IT and IT's contractor. Branch is part of the team tasked with updating the CPUC's Consumer Information Center on the website. As part of this effort, Branch is exploring navigation to its data with the web design team.

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

All Recommendations in 2014-120

Agency responses received are posted verbatim.