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Custom Performance Report
Niagara-on-the-Lake Hydro Inc.

LEGEND:
= the target was met.
= the target was not met.  |  EXPORT: EXCEL
  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%
98.33%
99.99%
9 79% 80.9% C
0 0 0.95 0.98 112% 2 904 28047 100
0.40 0.64 8.98% 7.80%
2022 100%
100%
98.04%
99.64%
11 79% 82.6% C
0 0 0.60 0.60 113% 2 804 24066 100
0.42 0.67 8.98% 8.79%
2021 100%
100%
98.34%
99.9%
12 79% 82.6% C
0 0 1.25 1.02 153% 2 768 23000 100
0.48 0.66 8.98% 6.84%
2020 99.21%
100%
95.61%
99.87%
18 79% 82.8% C
0 0 0.52 0.73 130% 3 750 19566 100% 100
0.50 0.65 8.98% 7.80%
2019 100%
100%
86.8%
100%
14 78.8% 82.8% C
0 0 0.38 0.50 96% 3 758 19676 100
0.56 0.57 8.98% 14.38%