| 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 | 99.78% | 99.98% | 70.18% | 99.35% | 77 | 82.6 | 78% | C | 33 | 0.267 | 2.54 | 7.27 | 100.2 | 4 | 1024 | 11286 | 100% | 97.1 | 0.72 | 1.72 | 9.00% | 10.56% |
| 2019 | 99.81% | 100% | 76.83% | 99% | 85% | 84% | 80% | C | 18 | 0.146 | 2.50 | 7.04 | 106.6% | 4 | 1051 | 11472 | 100% | 96.43 | 0.62 | 1.61 | 9.00% | 10.90% |
| 2018 | 99.32% | 99.95% | 78.05% | 99% | 87% | 86% | 80% | C | 11 | 0.09 | 2.21 | 6.82 | 97.93% | 4 | 1022 | 11069 | 100% | 99.45 | 0.50 | 1.44 | 9.00% | 8.07% |
| 2017 | 98.06% | 98.94% | 81.85% | 99% | 85% | 85% | 81% | C | 8 | 0.065 | 2.32 | 7.95 | 103% | 4 | 974 | 10444 | 99.71% | 99.77 | 0.55 | 1.39 | 8.78% | 7.94% |
| 2016 | 98.6% | 99.5% | 74.2% | 99% | 82% | 84% | 81% | NI | 11 | 0.091 | 2.47 | 7.83 | 105% | 4 | 987 | 10551 | 100% | 99.22 | 0.80 | 1.46 | 9.19% | 8.41% |