| 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% | 89.99% | 99.93% | A+ | A | 84% | C | 0 | 0 | 1.96 | 1.28 | 97.41 | 3 | 651 | 29384 | 100 | 1.72 | 0.74 | 8.85% | 7.82% | |
| 2020 | 98.74% | 100% | 87.51% | 99.96% | A+ | A | 84% | C | 0 | 0 | 1.85 | 0.75 | 95.6 | 3 | 641 | 28793 | 1.99 | 0.79 | 8.85% | 7.98% | ||
| 2019 | 99.67% | 100% | 90.86% | 100% | A+ | A | 83% | C | 0 | 0 | 2.25 | 1.41 | 100.00 | 3 | 675 | 30199 | 1% | 100 | 1.79 | 0.76 | 8.85% | 9.71% |
| 2018 | 99% | 100% | 95% | 100% | A+ | A | 0.83% | C | 0 | 0 | 2.61 | 2.12 | 1.0114 | 3 | 678 | 30585 | 100 | 1.70 | 0.78 | 8.84% | 8.11% | |
| 2017 | 100% | 100% | 95% | 100% | A+ | A | 0.83% | C | 0 | 0 | 2.94 | 1.85 | 1.0613 | 3 | 652 | 29252 | 100 | 1.82 | 0.84 | 8.84% | 3.01% | |