OEB CUSTOM SCORECARD REPORT: Kitchener-Wilmot Hydro Inc.

 CUSTOMER FOCUSOPERATIONAL EFFECTIVENESSPUBLIC POLICY RESPONSIVENESSFINANCIAL 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

202098.84%98.62%87.97%99.9899.28A82%C10.5050.920.53On Target251925789100%1.190.468.52%10.14%
201998.53%99.39%90.14%10098.78A83%C31.521.051.02In Progress252425873100%1.560.499.36%8.73%
201899.14%99.18%91.9%9799.03%A83%C31.5240.970.70In Progress251925447100%1002.010.519.36%9.06%
201798.93%97.93%92.8%10099.6AC001.030.92In Progress248723707100%1001.990.549.36%9.59%
201692.5%97.5%78.4%10099.4AC001.111.11In Progress249423866100%1001.960.579.36%10.18%