| 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 |
| 2021 | 97.89% | 98.88% | 91.71% | 99.98% | 100 | 91 | 77% | C | 0 | 0 | 1.63 | 1.95 | 105 | 3 | 614 | 50551 | 100% | 100 | 0.51 | 0.99 | 9.30% | 9.93% |
| 2020 | 95.31% | 97.69% | 98.86% | 99.96% | 99.93 | 91 | 80% | C | 0 | 0 | 1.00 | 1.27 | 92 | 3 | 629 | 51767 | 100% | 0.54 | 1.04 | 9.30% | 8.89% | |
| 2019 | 96.99% | 98.5% | 88.45% | 100% | 99.99 | 97% | 81% | C | 1 | 0.383 | 1.78 | 1.79 | 112 | 3 | 650 | 53219 | 100% | 0.53 | 1.11 | 9.30% | 9.10% | |
| 2018 | 99.25% | 98.93% | 87.59% | 100% | 99.99 | 97% | 81% | C | 0 | 0 | 0.73 | 0.92 | 103.6 | 4 | 658 | 53904 | 100% | 100 | 0.50 | 1.19 | 9.30% | 8.30% |
| 2017 | 98.66% | 99.42% | 84.71% | 100% | 99.97 | 91% | 81% | C | 0 | 0 | 1.92 | 1.69 | 94.2 | 4 | 612 | 49303 | 100% | 100 | 0.50 | 1.32 | 9.30% | 8.43% |