Glossary of Key Success Measures
Strategic Measure
The SaskEnergy customer satisfaction measure expresses, in percentage terms, the proportion of customers surveyed who rated their overall satisfaction with SaskEnergy’s service as a 5, 6, or 7 on a 7-point scale. Positive responses such as these indicate that customers view SaskEnergy service positively and provide a strong indication that the customer service tools, policies and staff are effectively meeting the needs of customers. The data for this measure is obtained from annual customer surveys conducted by independent market research firms. This number is derived from an annual online and phone survey that is provided to all TransGas customers. For the first time in more than a decade, TransGas hired Insightrix to complete this survey to better align with SaskEnergy. Customer satisfaction is measured on a scale of 0 to10, with 10 being the highest level of satisfaction. The survey contained 20 questions which, in turn, are subdivided to gain detailed feedback on various aspects of the service being evaluated. An average is taken on the responses to eight areas of questioning and reported as a percentage.
SaskEnergy Customer Satisfaction
TransGas Customer Satisfaction
Greenhouse Gas Emissions (Tonnes of CO 2 e/million Running Horsepower Hours)
This measure represents the intensity of greenhouse gas emissions produced per unit of natural gas compression, measured in tonnes CO 2 e per million brake horsepower hours.
This measure tracks the percentage of Indigenous labour content in the Corporation’s labour service contracts managed by the Purchasing department.
Total Contracts – Percentage of Indigenous Labour Content
BUSINESS & TECHNOLOGY OPTIMIZATION
Strategic Measure
The Operation, Maintenance and Administration (OM&A) Costs per Customer measure is a proxy for the relative efficiency of the distribution utility’s operations and is calculated using OM&A expenses (excludes transportation and storage charges) divided by the total number of distribution customers. This measure is comparable to other Canadian gas utilities. The OM&A Costs per Book Value of Assets Managed measure is a proxy for the relative efficiency of the transmission utility’s operations and is calculated using OM&A expenses (excludes third-party transportation charges) divided by the total value of the assets managed as part of the transmission system.
Distribution - Operation, Maintenance and Administration Costs per Customer
Transmission - Operation, Maintenance and Administration Costs per Book Value of Assets Managed
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