| 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%) |
Billing Accuracy (Target: 98%) |
First Contact Resolution |
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 Times Power to Customer is Interrupted |
Average Number of Hours 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 |
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 |
| 2020 | 90.34% | 98.44% | 66.93% | 99.5% | 82.73 | 93 | 82% | C | 25 | 0.504 | 1.18 | 0.95 | 94.65 | 3 | 686 | 14730 | 100% | 98.39 | 0.67 | 1.20 | 8.95% | 4.80% |
| 2019 | 92.59% | 98.75% | 75.78% | 100% | 85.1% | 93% | 82% | C | 20 | 0.95 | 1.26 | 1.07 | 114% | 3 | 716 | 15212 | 100% | 78.26 | 0.82 | 1.16 | 8.95% | 7.21% |
| 2018 | 95% | 99% | 78% | 100% | 86.17 | 90.89 | 81.26% | C | 13 | 0.621 | 1.33 | 1.04 | 89.00 | 3 | 681 | 33860 | 100% | 97 | 0.95 | 1.17 | 8.95% | 7.69% |
| 2017 | 97% | 99% | 80% | 100% | 81.72 | 88.05 | 81.26% | C | 9 | 0.429 | 1.11 | 0.80 | 95.81 | 3 | 676 | 33523 | 100% | 98 | 1.22 | 1.26 | 8.91% | 8.49% |
| 2016 | 100% | 99% | 81% | 100% | 80.85 | 90.75 | 78.59% | C | 6 | 0.289 | 1.09 | 0.83 | 96.16 | 3 | 676 | 33041 | 92% | 97 | 0.93 | 1.37 | 9.06% | 7.91% |