| 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 |
| 2023 | 90.62% | 98.98% | 53.35% | 99.6% | 79.86% | 94% | 83% | C | 30 | 0.591 | 1.06 | 0.83 | 100.42% | 3 | 871 | 18459 | 98.43 | 0.51 | 1.24 | 8.95% | 7.55% | |
| 2022 | 90.78% | 98.56% | 70.69% | 99.71% | 81.1% | 94% | 82% | C | 32 | 0.617 | 1.07 | 0.88 | 87.77% | 3 | 753 | 15952 | 93.26 | 0.72 | 1.21 | 8.95% | 6.70% | |
| 2021 | 90.4% | 99.3% | 70.7% | 99.58% | 83.47% | 92% | 82% | C | 11 | 0.222 | 1.15 | 0.98 | 90.26% | 3 | 691 | 14252 | 100% | 100 | 0.65 | 1.13 | 8.95% | 6.18% |
| 2020 | 90.34% | 98.44% | 66.93% | 99.5% | 82.73% | 93% | 82% | C | 25 | 0.504 | 1.18 | 0.95 | 94.65% | 3 | 686 | 14730 | 100% | 98.39 | 0.67 | 1.20 | 8.95% | 4.80% |
| 2019 | 92.59% | 98.75% | 75.78% | 100% | 85.1% | 93% | 82% | C | 20 | 0.95 | 1.26 | 1.07 | 114% | 3 | 716 | 15212 | 100% | 78.26 | 0.82 | 1.16 | 8.95% | 7.21% |