| 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 | 100% | 99.88% | 81.1% | 99.88% | 79 | 97 | 85% | C | 0 | 0 | 1.12 | 0.26 | 119.6 | 3 | 576 | 43868 | 1.62 | 1.38 | 8.78% | 3.76% | ||
| 2019 | 100% | 99.82% | 71.54% | 100% | 79.5% | 97% | 85% | C | 0 | 0 | 1.10 | 0.62 | 115.9% | 3 | 543 | 42273 | 66.67% | 1.60 | 1.07 | 8.78% | 7.17% | |
| 2018 | 99.52% | 100% | 85.24% | 100% | 86.84 | 95% | 84% | C | 1 | 0.197 | 0.89 | 0.68 | 101.9% | 3 | 527 | 41221 | 100% | 100 | 2.17 | 0.83 | 8.78% | 7.90% |
| 2017 | 99.59% | 100% | 73.18% | 100% | 86.5 | 95 | 84% | C | 0 | 0 | 1.07 | 0.29 | 100.2 | 3 | 504 | 39369 | 85.71% | 100 | 2.14 | 0.89 | 8.78% | 11.38% |
| 2016 | 99.7% | 99.8% | 67.1% | 100% | 84.20% | 94% | 81% | C | 0 | 0 | 1.24 | 0.45 | 85.1% | 3 | 528 | 41385 | 100% | 100 | 2.16 | 0.96 | 8.98% | 6.53% |