| Customer Focus |
Operational Effectiveness |
Public Policy Responsiveness |
Financial Performance |
||||||||||||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Performance Year |
New Residential/Small Business Services Connected on Time (Target: 90%) |
Scheduled Appointments Met on Time (Target: 90%) |
Telephone Calls Answered on Time (Target: 65%) |
First Contact Resolution |
Billing Accuracy (Target: 98%) |
Customer Satisfaction Survey Results |
Level of Public Awareness |
Level of Compliance with Ontario Regulation 22/04 (Target: substantially compliant) |
Number of General Public Incidents |
Rate per 10, 100, 1000 km of line |
Average Number of Hours Power to Customer is Interrupted |
Average Number of Times Power to Customer is Interrupted |
Distribution System Plan Implementation on Progress |
Efficiency Assessment (1 = most efficient 5 = least efficient) |
Total Cost ($) per Customer |
Total Cost ($) per Km of Line |
Net Cumulative Energy Savings (Percent of Target Achieved) |
Renewable Generation Connection Impact Assessments Completed on Time |
New Micro-Embedded Generation Facilities Connected on Time (Target: 90%) |
Liquidity: Current Ratio |
Leverage: Total Debt to Equity Ratio |
Profitability: Regulatory Return on Equity - Deemed |
Profitability: Regulatory Return on Equity - Achieved |
| 2017 | 97.02% | 99.28% | 79.14% | 81 | 99.62% | 88 | 81% | C | 9 | 0.453 | 0.83 | 1.12 | 95.5 | 3 | 679 | 33716 | 62.21% | 100% | 98.34 | 1.18 | 1.26 | 8.90% | 8.43% |
| 2016 | 99.6% | 99.46% | 80.4% | 79.78 | 99.52% | 90.86 | 78.29% | C | 6 | 0.305 | 0.82 | 1.07 | 95.84 | 3 | 677 | 33184 | 34.7% | 90.91% | 96.95 | 0.89 | 1.36 | 9.04% | 7.77% |
| 2015 | 99.54% | 95.69% | 80.4% | 81.79 | 99.52% | 90.86 | 78.29% | C | 7 | 0.359 | 1.03 | 1.23 | 108.81 | 3 | 673 | 32881 | 14.74% | 98.24% | 94.42 | 0.96 | 1.30 | 9.06% | 7.68% |
| 2014 | 98.43% | 98.91% | 77.57% | 99.37% | 88.23 | C | 6 | 0.312 | 0.86 | 1.22 | 100.41 | 3 | 636 | 30836 | 97.48% | 96.07 | 1.01 | 1.29 | 9.17% | 9.07% | |||
| 2013 | 98.8% | 99.2% | 77.48% | 92.24 | C | 8 | 0.421 | 0.93 | 1.23 | 3 | 611 | 29576 | 100% | 99.06 | 1.01 | 1.27 | 9.17% | 9.77% | |||||