| 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 | 100% | 100% | 81.51% | 99.81% | 4 | 86% | 85% | C | 0 | 0 | 0.77 | 0.74 | 23% | 3 | 729 | 30857 | 1.67 | 1.05 | 8.34% | 7.86% | ||
| 2020 | 100% | 100% | 82.23% | 98.71% | 2 | 0.86 | 81% | C | 0 | 0 | 0.78 | 1.08 | 1.02 | 3 | 715 | 30270 | 1.58 | 1.14 | 9.30% | 4.64% | ||
| 2019 | 100% | 100% | 95.65% | 100% | 3 | 89% | 81% | C | 0 | 0 | 1.35 | 1.16 | 119% | 3 | 732 | 30928 | 50% | 1.69 | 1.03 | 9.30% | 6.14% | |
| 2018 | 100% | 100% | 91.13% | 100% | 4 | 89% | 81% | C | 0 | 0 | 1.40 | 1.95 | 112% | 3 | 695 | 29208 | 100 | 1.84 | 1.00 | 9.30% | 10.17% | |
| 2017 | 100% | 100% | 86.56% | 100% | 6 | 85% | 81% | C | 0 | 0 | 0.94 | 1.11 | 118% | 3 | 672 | 28233 | 100 | 1.92 | 1.01 | 9.30% | 8.56% | |