| 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 | 99.98% | 100% | 70.41% | 99.17% | 77% | 82.4% | 78% | C | 15 | 0.12 | 2.36 | 6.50 | 100.9% | 4 | 1033 | 11940 | 100% | 98.72 | 0.64 | 1.72 | 9.00% | 10.99% |
| 2020 | 99.76% | 99.98% | 71.27% | 99.37% | 0.78 | 0.829 | 78.17% | C | 34 | 0.274 | 2.49 | 7.05 | 0.9839 | 4 | 1018 | 11571 | 100% | 97.12 | 0.67 | 1.71 | 9.00% | 10.48% |
| 2019 | 99.78% | 100% | 77.05% | 99.43% | 86 | 0.842 | 80.18% | C | 19 | 0.153 | 2.46 | 6.83 | 1.0455 | 4 | 1044 | 11761 | 100% | 96.43 | 0.63 | 1.60 | 9.00% | 10.85% |
| 2018 | 99.33% | 99.95% | 78.62% | 99.46% | 87% | 0.862 | 80.18% | C | 13 | 0.105 | 2.20 | 6.64 | 0.9663 | 4 | 1017 | 11364 | 100% | 99.49 | 0.51 | 1.43 | 9.00% | 8.06% |
| 2017 | 98.08% | 98.99% | 82.3% | 99.3% | 86 | 0.852 | 81.14% | C | 8 | 0.065 | 2.30 | 7.74 | 1.0146 | 4 | 970 | 10734 | 99.71% | 99.67 | 0.56 | 1.38 | 8.79% | 7.92% |