| 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 | 99.73% | 99.85% | 69.89% | 99.2% | 92 | 95 | 70% | C | 24 | 0.831 | 1.42 | 0.90 | 17 | 5 | 1159 | 31120 | 100% | 100 | 0.71 | 1.19 | 8.52% | 5.90% |
| 2019 | 99.74% | 99.04% | 74.77% | 99% | 90% | 92% | 70% | C | 7 | 0.244 | 1.09 | 0.73 | 105% | 5 | 1164 | 31349 | 100% | 100 | 0.93 | 1.15 | 9.30% | 8.44% |
| 2018 | 99.8% | 99.66% | 80.15% | 99% | 89% | 92% | 69% | C | 6 | 0.209 | 1.14 | 0.81 | 95% | 5 | 1123 | 30210 | 100% | 100 | 0.53 | 1.20 | 9.30% | 9.33% |
| 2017 | 98.32% | 99.37% | 77.92% | 99% | 88% | 83% | 69% | C | 1 | 0.035 | 1.18 | 0.91 | 99% | 5 | 1042 | 27825 | 81.08% | 92.41 | 0.64 | 1.34 | 9.30% | 9.08% |
| 2016 | 97.7% | 99.5% | 64.7% | 99% | 86% | 83% | 71% | C | 0 | 0 | 1.28 | 0.91 | 113% | 5 | 1044 | 27819 | 100% | 100 | 0.61 | 1.45 | 9.30% | 12.18% |