Report 2014-120 Recommendation 9 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 #9 To: Public Utilities Commission

To ensure that it can assess the value to the public of the complaint data it presents on its website, the branch should create a process for those who view its complaint data to provide feedback to the branch including, if necessary, modifying the survey that it uses to collect feedback on LEP data.

1-Year Agency Response

The Branch worked with the CPUC's web team to establish a link to an expanded survey for feedback for all of the Branch's data including limited-English proficiency data. The link can be found by going to the CPUC homepage http://www.cpuc.ca.gov/default.aspx and scrolling down to section labeled,"How Do I.." and clicking on "Find Consumer Contacts Statistics". On the CAB Consumer Statistics page, in the fourth paragraph, select "Data Feedback Survey" to complete the form. Information from the survey is automatically emailed to the Branch.

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

6-Month Agency Response

CPUC website redesign work is in progress with a projected go-live date before the end of 2015. Feedback solutions are being explored with CPUC web team for all branch data including LEP.

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 use of social media with web design team as a means for gathering feedback.

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

All Recommendations in 2014-120

Agency responses received are posted verbatim.