| 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%) |
First Contact Resolution |
Billing Accuracy (Target: 98%) |
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 Hours Power to Customer is Interrupted |
Average Number of Times 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 |
| 2017 | 97.52% | 99.9% | 90.42% | 0 | 99.51% | A | 85% | C | 0 | 0 | 1.60 | 2.26 | 85 | 4 | 570 | 37308 | 62.07% | 95.24 | 1.63 | 1.32 | 8.98% | 5.05% | |
| 2016 | 97% | 99.6% | 84.6% | 0 | 99.78% | A | 82% | C | 0 | 0 | 2.01 | 2.34 | 77% | 4 | 604 | 39184 | 28.3% | 100% | 85 | 1.89 | 1.47 | 8.98% | 7.02% |
| 2015 | 98.8% | 99.5% | 81.8% | 0 | 99.25% | A | 82% | C | 1 | 0.177 | 2.50 | 2.81 | 100% | 4 | 586 | 37787 | 13.15% | 100% | 100 | 1.58 | 1.54 | 8.98% | 7.54% |
| 2014 | 99.1% | 99.6% | 76.5% | 1 | 99.74% | A | C | 0 | 0 | 0.90 | 0.83 | 84% | 4 | 585 | 37415 | 100% | 100 | 1.43 | 1.48 | 8.98% | 8.15% | ||
| 2013 | 98.1% | 99.1% | 78.9% | A | C | 0 | 0 | 3.54 | 2.83 | 4 | 562 | 35731 | 100% | 100 | 1.79 | 1.25 | 9.00% | 12.40% | |||||