| 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 | 96.44% | 100% | 69.77% | 99.97% | 98.66% | A | 88% | C | 0 | 0 | 0.74 | 0.66 | On Target | 3 | 794 | 34893 | 1.18 | 0.51 | 8.43% | 7.32% | ||
| 2022 | 98.45% | 99.42% | 81.34% | 99.95% | 98.37% | A | 84% | C | 1 | 0.273 | 0.90 | 1.03 | On Target | 3 | 711 | 31080 | 1.34 | 0.50 | 8.43% | 8.07% | ||
| 2021 | 0.98% | 0.99% | 0.79% | 99.91% | 99.09% | A | 84% | C | 2 | 0.548 | 0.71 | 0.58 | On Target | 3 | 653 | 28369 | 1% | 1 | 1.04 | 0.71 | 8.43% | 8.94% |
| 2020 | 0.99% | 0.99% | 0.88% | 99.98% | 99.44% | A | 82% | C | 4 | 1.103 | 0.95 | 0.63 | On Target | 3 | 622 | 26867 | 1% | 1 | 1.12 | 0.76 | 8.83% | 9.12% |
| 2019 | 0.99% | 0.99% | 0.9% | 99.95% | 99.08% | A | 83% | C | 4 | 1.103 | 1.11 | 0.93 | In Progress | 3 | 639 | 27403 | 1% | 1 | 1.25 | 0.74 | 9.26% | 7.93% |