| 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 |
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 |
| 2019 | 100% | 100% | 97.62% | 100% | 98.9% | 91.7% | 79.91% | C | 0 | 0 | 1.39 | 0.54 | 78% | 3 | 679 | 31609 | 75.25% | 4.44 | 0.00 | 0.00% | -1.73% | ||
| 2018 | 100% | 100% | 96.33% | 100% | 99.9% | 89.3% | 78.51% | C | 0 | 0 | 0.15 | 0.17 | 127% | 3 | 676 | 31236 | 66.24% | 100 | 6.06 | 0.00 | 0.00% | -1.78% | |
| 2017 | 100% | 100% | 96.9% | 99% | 100 | 89.3 | 78.51% | C | 0 | 0 | 0.18 | 0.12 | 159.3 | 3 | 665 | 30793 | 49.2% | 4.95 | 0.00 | 0.00% | -2.42% | ||
| 2016 | 100% | 98.9% | 97.7% | 98% | 99.4 | 88.5 | 79.35% | C | 0 | 0 | 0.35 | 0.33 | 97.5 | 3 | 688 | 32194 | 20.5% | 4.48 | 0.00 | 0.00% | -2.52% | ||
| 2015 | 100% | 100% | 94.3% | 100% | 99.0% | 88.5% | 79.35% | C | 0 | 0 | 0.67 | 0.33 | 49.8% | 3 | 660 | 32382 | 6.37% | 100 | 5.28 | 0.00 | 0.00% | 1.88% | |