Residential and Small Business Customer Consultation WELCOME

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1 Residential and Small Business Customer Consultation WELCOME 1

2 SYSTEM OPERATOR/DISPATCHER THE REGULATOR TRANSMITTER YOUR LOCAL DISTRIBUTION COMPANY Who we are Centre Wellington Hydro is a Local Distribution Company (LDC) wholly owned by the Township (you the tax payer). Our Service Territory is the town of Fergus and Elora. We own and operate the following major assets and more. - 7,000 meters/customers - 6 Distribution stations - 91 Kilometers of overhead lines - 70 kilometers of underground lines Underground transformers Overhead transformers 2 - Service centre and admin office - 3,000 Poles

3 DISTRIBUTION RATE SETTING CW Hydro is currently preparing a rate application to be filed with the Ontario Energy Board (OEB) in the spring of In the application, CW Hydro will explain its plan for capital investment into the distribution system, operations and maintenance needs, as well as administration including finance and billing requirements. It is CW Hydro s goal to continue providing the high level of service you receive today, with excellent system reliability, safety and customer satisfaction. We want your feedback, including your priorities, which we will use to determine the direction we take with our System planning. The OEB will assess CW Hydro s application which will include your feedback to determine electricity rates (Distribution charges only) from

4 CENTRE WELLINGTON HYDRO IS MEETING INDUSTRY TARGETS YEAR OVER YEAR AS SEEN ON THE MOST RECENT 2015 SCORECARD. 4

5 RELIABILITY 5

6 Is CWH meeting your expectations for reliability and are you satisfied with performance? Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied THERE WILL BE A LINK AT THE END OF THE DOCUMENT TO ANSWER THESE QUESTIONS 6

7 Where does your money on the Hydro Bill go? 7

8 What do distribution rates pay for? Capital Rebuilding stations, pole lines and replacing underground and overhead transformers, burying overhead wires Operations and Maintenance Restoring power during storms, tree trimming program, painting transformers, switch maintenance and meter replacements General Administration, Billing Includes all administrative functions, billing and collecting, finance, regulatory, records, customer service, all applicable software 8

9 Recognizing that only a small portion of your monthly bill stays with CWH, do you believe they provide value for your money? Agree Somewhat agree Neither agree nor disagree Somewhat disagree Disagree THERE WILL BE A LINK AT THE END OF THE DOCUMENT TO ANSWER THESE QUESTIONS 9

10 Feedback 2014 Customer Satisfaction Survey The Survey was intended to provide information to support discussion about improving customer care at every level and provide actionable and measurable feedback from customers. Overall CW Hydro s customer satisfaction survey score was an A Highlights of succeeding and Customers being satisfied from the Survey: Reliability Number and duration of outages well below provincial average and customers satisfied. Customer Focus and Service Quality CWH deals professionally with customers problems, is easy to do business with and delivers on its service commitments to customers. Operational Effectiveness Provides consistent, reliable electricity by quickly handling outages and restoring power while making safety a top priority for employees and contractors. Energy Conservation and Efficiency Our customers are actively taking steps to reduce and it is paying off! CWH met all conservation targets. 10

11 ADDRESSING CUSTOMER FEEDBACK Although responding to outages quickly and restoring power fast in the Utilities effectiveness during unplanned outages category, respondents wanted improvements in communication. Posting information on the website Communicating updates periodically Providing reason for outage Providing estimated time of restoration 11

12 IMPROVING CUSTOMER EXPERIENCE FROM SURVEY FEEDBACK CWH has implemented changes to the way we deal with outages: CWH now posts outage information on the website, including the area affected, cause and estimated time of restoration. If it is a planned outage, the start time will be indicated. This map is also interactive and customers can report problems such as street light problems or tree limbs close to wires. Staff review the map daily and generate the required work orders. * Note this site is not to be used to report emergencies or outages. CWH has an arrangement with our local radio station, FM The Grand, to communicate, on air, periodic updates during outages and emergencies, as well as post these updates on their Facebook and Twitter feeds. CWH switched to a 24 hour call centre and customers can speak directly to a customer service representative 24/7. 12

13 Is CWH doing a good job communicating information to you (outages, rate info, etc) and are you satisfied? Very satisfied Somewhat satisfied Neither satisfied nor dissatisfied Somewhat dissatisfied Very dissatisfied THERE WILL BE A LINK AT THE END OF THE DOCUMENT TO ANSWER THESE QUESTIONS 13

14 CUSTOMER PRIORITY INVESTMENTS From Survey Customer priorities in black CWH actions towards coinciding customer priorities 1. MAINTAIN AND UPGRADE EQUIPMENT CWH uses 64% of rates for maintaining and upgrading the Distribution System 2. REDUCE TIME NEEDED TO RESTORE POWER CWH installed automated equipment in all Stations to reduce outage times 3. EDUCATION ABOUT ENERGY CONSERVATION CWH one of only six Utilities (of >70) to meet provincial conservation targets thanks to customers involvement 4. INVEST IN THE ELECTRIC GRID TO REDUCE NUMBER OF OUTAGES CWH invested $10M from 2012 to 2016 to rebuild six Stations to reduce outages 5. INVEST IN TREE TRIMMING CWH has a proactive two to three year tree trimming cycle and uses outside contractors during high growth years, when required. 6. BURYING OVERHEAD WIRES CWH works closely with the Municipality and other utilities to rebuild infrastructure in a joint effort to reduce costs and go underground if viable. 14

15 Centre Wellington Hydro 2018 to 2022 Planning CWH is at the end of a four year OEB approved Cost of Service term with aggressive capital expenditures of $10M or $2.5M annual investment primarily into rebuilding stations. Annual OM&A spending was $2M CWH is finalizing future capital projects and maintenance needs by means of a Distribution System Plan (DSP) which takes into account the condition of assets and prioritising their replacement. As well as maintenance requirements to ensure poles, transformers, wires etc are being utilised to their full advantage. Preliminary budgets indicate that an annual Capital budget of approximately $850K will be required for CWH to meet mandatory obligations and execute the DSP. It is CWH s goal to keep any rate increases (if necessary) relative to cost of inflation increases. 15

16 Do you agree with CWH s goal of managing costs and priorities of CWH in the coming years and are they in line with your expectations? Agree Somewhat agree Neither agree nor disagree Somewhat disagree Disagree THERE WILL BE A LINK AT THE END OF THE DOCUMENT TO ANSWER THESE QUESTIONS 16

17 Please provide your overall impression of CWH (1-10). Please provide any comments you would like relating to CWH s service, reliability or rates and our planning. PLEASE GO TO TO ANSWER QUESTIONS 17