| 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 | 98.31% | 99.82% | 84.02% | 99.87% | 6 | A | 82% | C | 1 | 0.175 | 1.45 | 1.08 | 71 | 3 | 579 | 37650 | 100 | 0.21 | 0.00 | 8.98% | 2.81% | |
| 2019 | 97.44% | 100% | 75.6% | 100% | 0 | A | 85% | C | 1 | 0.175 | 1.60 | 1.42 | 71 | 0 | 0 | 0 | 1.59 | 1.01 | 8.98% | 6.28% | ||
| 2018 | 99.19% | 99.91% | 87.47% | 100% | 0 | A | 85% | C | 2 | 0.35 | 1.92 | 2.18 | 87 | 3 | 592 | 38383 | 100 | 1.39 | 1.12 | 8.98% | 7.31% | |
| 2017 | 97.52% | 99.9% | 90.42% | 100% | 0 | A | 85% | C | 0 | 0 | 2.26 | 1.60 | 85 | 4 | 570 | 37309 | 95.24 | 1.63 | 1.32 | 8.98% | 5.05% | |
| 2016 | 97% | 99.6% | 84.6% | 100% | 0 | A | 82% | C | 0 | 0 | 2.34 | 2.01 | 77% | 4 | 604 | 39184 | 100% | 85 | 1.89 | 1.47 | 8.98% | 7.02% |