Report on Performance
This section reports on our short-term priorities and targets as outlined in the 2008/09 to 2010/11 Service Plan. Our Guiding Principles remain unchanged, and combined with our purpose and five values, continue to provide the framework that governs how we operate. For our priorities, we assign specific targets and measures to assess progress. All of BC Hydro’s 15 Guiding Principles are referenced in the Appendices.
Short-term priorities | Description |
|---|---|
| Safety | To provide the safest work environment compared with the best performers in any industry, where none of our employees will experience a serious safety injury. |
| People | To be the top employer for generations and to use exceptional teamwork to engage all employees. |
| Reliability (Customer and Supply) | To provide electricity self-sufficiency (energy and capacity) in B.C. for meeting all domestic needs, and to have the best-in-class reliability by customer segment. For fiscal 2010, this priority has been separated. This section will be called Reliability (Customer). The Reliability (Supply) portion is reflected below. |
| Customer Satisfaction | To lead by offering extraordinary value and service. |
| Reliability (Customer and Supply) | To provide electricity self-sufficiency (energy and capacity) in B.C. for meeting all domestic needs, and to have the best-in-class reliability by customer segment. For fiscal 2010, this priority has been separated. This section will be called Electricity Security (Supply). |
| Climate Change, Energy Conservation and Efficiency | To develop and foster an energy conservation and efficiency culture in B.C. that utilizes technology to lead customers to choose a dramatic and permanent reduction in the use of electricity. For fiscal 2010, this priority has been separated into Energy Conservation and Efficiency and Climate Change and Environmental Impact. |
| Financial Targets | To maintain the existing position of having costs among the lowest in North America and to deliver 100 per cent of forecast net income on an annual basis. |
How we measure our performance
BC Hydro uses a series of measures to guide business performance and progress. Some of these measures are tracked monthly, while others are tracked quarterly, semi-annually and annually. BC Hydro continues to develop leading measures where practical to determine if progress on meeting our goals is on track and to identify where adjustments need to be made. Measures are results-based to provide a more accurate evaluation on our performance. We also participate in benchmarking studies to determine where improvement may be required.
A look back on performance for Fiscal 2009
Guiding Principles | Performance Measure | F2007 Actual | F2008 Actual | F2009 Target | F2009 Actual | F2010 Target | F2011 Target | T2012 Target |
|---|---|---|---|---|---|---|---|---|
| SAFETY | Severity (Number of calendar days lost due to injury per 200,000 hours worked) | 31 | 39 | 25 | 32 | 23 | 20 | 17 |
| All Injury Frequency (Number of employee injury incidents per 200,000 hours worked) | 2.4 | 2.8 | 2.4 | 1.4 | 2.3 | 2.2 | 2.0 | |
| PEOPLE | Vacancy Rate (%) | 9.0 | 8.7 | 9.9 | 6.9 | 8 | 8 | 7.6 |
| Employee Engagement (mean score out of five on the Employee Engagement Survey) | NR | 3.321 | 3.55 | 3.61 | 3.6 | 3.65 | 3.65 | |
| RELIABILITY (CUSTOMER) | CAIDI (hours) | 2.16 | 2.24 | 2.15 | 2.47 | 2.15 | 2.15 | 2.15 |
| SAIFI (frequency) | 1.33 | 1.52 | 1.31 | 1.67 | 1.27 | 1.22 | 1.22 | |
| CEMI-4 (%) | 7.30 | 8.56 | 9.00 | 11.57 | 8.50 | 8.00 | 8.00 | |
| CUSTOMER SATISFACTION | CSAT Index (% of customers satisfied or very satisfied) | 89 | 90 | 80 | 90 | 80 | 80 | 80 |
| Billing Accuracy (% of accurate bills) | 98.5 | 98.5 | 98.2 | 98.5 | 98.2 | 98.2 | 98.2 | |
| First Call Resolution (% of customer calls resolved first time) | NR | 71 | 66 | 75 | 66 | 66 | 66 | |
| RELIABILITY (SUPPLY) | Winter Generation Availability Factor (%) | 96.2 | 94.9 | 96.2 | 96.4 | 96.3 | 96.4 | 96.4 |
| ENERGY CONSERVATION & EFFICIENCY | Demand Side Management (GWh/year, cumulative since F2008) | NR | 326 | 7612 | 983 | 1,700 | 2,600 | 3,800 |
| CLIMATE CHANGE & ENVIRONMENT | Clean Energy (%) | NR | 94 | 90 | 94 | 90 | 90 | 90 |
| Greenhouse Gas Emissions (million tonnes CO2e) | NR | 1.50 | 1.60 | 1.47 | 1.55 | 1.50 | 1.45 | |
| FINANCIAL | Financial Efficiency | |||||||
| Net Income (After Regulatory Accounts) ($ in millions) | 407 | 369 | 358 | 366 | 452 | 493 | 542 | |
| Return on Assets (%) | 6.9 | 5.2 | 5.6 | 2.6 | 5.2 | 5.5 | 5.5 | |
| Return on Regulatory Equity (%) | 13.44 | 11.33 | 11.78 | 11.75 | 13.05 | 13.05 | 13.05 | |
| EBIT Interest Coverage | 1.85 | 1.49 | 1.41 | 0.78 | 1.56 | 1.57 | 1.52 | |
| Debt to GAAP Equity (%) | 80 | 80 | 80 | 81 | 80 | 80 | 80 | |
| Operational Efficiency | ||||||||
| Operating Costs3 (non-fuel)/MWh Delivered ($) | 11.76 | 11.14 | 12.27 | 13.27 | 15.08 | 14.6 | 15.13 | |
| Operating Costs3(non-fuel)/ Transmission and Distribution Line km ($) | 8,401 | 8,057 | 8,973 | 9,251 | 10,610 | 10,261 | 10,526 | |
| Operating Costs3 (non-fuel)/Customer ($) | 362 | 344 | 377 | 387 | 440 | 442 | 429 | |
| Operating Cash Flow Post Dividend to Net Capital Expenditure (%) | 32 | 47 | 40 | 44 | 44 | 36 | 37 | |
| Transmission and Distribution Capital Expenditure/Transmission and Distribution Line km ($) | 7,309 | 8,597 | 13,711 | 12,317 | 12,192 | 12,825 | 11,712 | |
- The fiscal 2008 employee engagement actual has been changed from 3.36 to 3.32 to account for slightly revised calculation methodology that occurred with the fiscal 2009 survey.
- The fiscal 2009 target set out in the fiscal 2008/09 – F2010/11 Service Plan was rounded to 700 GWh/year. The target shown above for fiscal 2009 was included in the 2008 LTAP filing and represents the actual target.
- Operating costs exclude DSM, Site C and other regulatory expenditures as these are not related to efficiency, and exclude any fuel associated with the cost of energy.
New service plan measures for fiscal 2010
BC Hydro uses a variety of measures to guide business performance and progress and to evaluate whether a particular short-term priority is on track. We review our reporting framework regularly to ensure we maintain a comprehensive overview of our performance. For fiscal 2010, we will be reporting on all of the metrics noted in the previous page and we will be adding one new metric within the Climate Change and Environmental Impact short-term priority:
Carbon Neutral Program Emissions | Target F2010 | Target F2011 | Target 2012 |
|---|---|---|---|
| (thousand tonnes CO2e) | 25.5 | 25.0 | 24.1 |
The Carbon Neutral Program Emissions metric includes carbon dioxide equivalent (CO2e) emissions from vehicle fleet fuel combustion, building heating and cooling, building electricity use, and paper consumption, in accordance with the Province’s guidelines for Crown corporations.
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Last Modified: Mar 25, 2010
