| Customer Focus |
Operational Effectiveness |
Public Policy Responsiveness |
Financial Performance |
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|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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 |
| 2023 | 100% | 100% | 80.89% | 99.85% | 97.49% | "A" | 82% | C | 0 | 0 | 0.74 | 1.17 | On track | 2 | 671 | 27431 | 100 | 1.72 | 1.00 | 9.36% | 7.92% | |
| 2022 | 100% | 100% | 75.06% | 99.74% | 98.04% | "A" | 82% | C | 0 | 0 | 0.55 | 1.12 | On track | 2 | 614 | 24873 | 100 | 1.73 | 1.05 | 9.19% | 6.76% | |
| 2021 | 100% | 99.59% | 77.43% | 95.81% | 98.68% | "A" | 82% | C | 0 | 0 | 2.10 | 1.41 | On track | 3 | 543 | 45552 | 100 | 1.69 | 1.10 | 9.19% | 8.39% | |
| 2020 | 100% | 99.52% | 64.65% | 99.57% | 99.06% | 'A' | 82% | C | 0 | 0 | 0.87 | 1.57 | On track | 3 | 562 | 46486 | 100 | 1.69 | 1.12 | 9.19% | 7.25% | |
| 2019 | 100% | 99.73% | 64.63% | 92% | 99.18% | 'A' | 79% | C | 0 | 0 | 0.73 | 0.88 | Trending Up | 3 | 574 | 47559 | 100 | 1.47 | 1.11 | 9.19% | 9.50% | |