| 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 | 100% | 99.68% | 86.59% | 99.97% | 99.9 | 96 | 82% | C | 3 | 1.82 | 1.02 | 0.80 | 101.83 | 3 | 797 | 28166 | 100% | 100 | 1.04 | 1.24 | 9.19% | 7.94% |
| 2019 | 100% | 98.58% | 90.73% | 100% | 99.82% | 96% | 82% | C | 1 | 0.605 | 1.29 | 0.85 | 82.07% | 3 | 833 | 29241 | 100% | 100 | 0.93 | 1.13 | 9.19% | 7.13% |
| 2018 | 100% | 99.33% | 92.72% | 100% | 99.87% | 96% | 82% | C | 6 | 3.645 | 1.32 | 0.92 | 61.36% | 3 | 819 | 28499 | 100% | 100 | 1.08 | 1.14 | 9.19% | 8.20% |
| 2017 | 100% | 96.4% | 72.77% | 100% | 99.90% | 92% | 82% | C | 1 | 0.618 | 1.50 | 0.76 | 41.81% | 3 | 773 | 26800 | 100% | 100 | 1.08 | 1.18 | 9.19% | 8.37% |
| 2016 | 100% | 98.1% | 86.7% | 100% | 99.92% | 92% | 82% | C | 1 | 0.618 | 1.15 | 0.71 | 23.05% | 4 | 809 | 28094 | 80% | 100 | 1.01 | 1.23 | 9.19% | 10.13% |