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".
- Completion Date: January 2016
- Response Date: April 2016
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.
- Estimated Completion Date: Ongoing implementation.
- Response Date: October 2015
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.
- Estimated Completion Date: Contingent Upon Completion of CPUC Webpage Upgrade
- Response Date: June 2015
California State Auditor's Assessment of 60-Day Status: Pending
Agency responses received are posted verbatim.