| 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 | 100% | 100% | 91.02% | 99.32% | 88% | 92.1% Satis | 88% | C | 0 | 0 | 0.29 | 0.71 | In Progress | 1 | 593 | 43176 | 4.24 | 0.13 | 8.66% | -22.33% | ||
| 2022 | 99.64% | 100% | 91.1% | 99.93% | Excellent | 92.4 Satis | 99.5% | C | 0 | 0 | 0.12 | 0.32 | In Progress | 1 | 559 | 39944 | 4.41 | 0.15 | 8.66% | -1.97% | ||
| 2021 | 99.59% | 100% | 91.2% | 99.97% | Excellent | 92.4 Satis | 99.5% | C | 0 | 0 | 0.20 | 0.65 | In Progress | 1 | 437 | 31789 | 3.64 | 0.16 | 8.78% | 10.93% | ||
| 2020 | 99.5% | 99.07% | 95.08% | 99.95% | Excellent | 91% Satis | 83% | C | 0 | 0 | 1.15 | 3.34 | In Progress | 1 | 380 | 28537 | 2.67 | 0.21 | 8.78% | 11.76% | ||
| 2019 | 99.34% | 100% | 97.69% | 100% | Excellent | 91% Satis | 83% | C | 0 | 0 | 0.72 | 1.85 | In Progress | 1 | 418 | 31613 | 2.95 | 0.28 | 8.78% | 9.66% | ||