SERVICE EXCELLENCE SaskEnergy is committed to providing safe and reliable service to customers. Effective customer solutions and responsiveness are also important aspects of the service commitment as evidenced by the Corporation’s Service Excellence mandate. In alignment with the Crown Sector Strategic Priorities, SaskEnergy focused on reducing the time it takes to complete new customer connection requests. Efficient Operations, Safety/Vigilance and Customer Satisfaction make up the three categories of measures against which success is measured related to the Service Excellence mandate. Industry benchmarking and customer surveys are also tools used by the Corporation to analyze results and gauge the level of success.
March 31, 2021 Target
March 31, 2020 Target
March 31, 2019 Target
March 31, 2018 Target
March 31, 2017 Target
March 31, 2017 Actual
March 31, 2016 Actual
Strategic Measure
Efficient Operations
Distribution Operation, Maintenance and Administration Costs per Customer
$298
$300
$305
$319
$320
$321
$321
Competitive with Industry
Competitive Residential Delivery Rates
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Transmission
7.0%
6.6%
7.1%
7.1%
7.1%
7.1%
7.1%
Operation, Maintenance and Administration Costs per Book Value of Assets Managed
Safety/Vigilance
5.25
SaskEnergy Leaks per 1,000 kilometres of Mains TransGas Pipeline Failures per 1,000 kilometres of Pipe
6.7
5.8
5.5
5.4
5.3
5.3
0.00
0.00
0.09
0.07
0.07
0.07
0.07
5.8%
Safety and Integrity
5.3%
5.4%
5.5%
5.5%
5.5%
5.5%
Customer Satisfaction
89%
SaskEnergy
87%
89%
89%
89%
89%
89%
94%
TransGas
90%
93%
93%
93%
93%
93%
Efficient Operations Efficiency directives from the provincial government resulted in aggressive cost management in the 2016-17 fiscal year, which favourably impacted the results for the efficiency metrics by year-end. However, the more extreme expenditure restraints have been identified by management as temporary in nature and the Corporation has recognized the need to return to a more sustainable level for certain operating expenses for future years in order to maintain customer service levels. In alignment with the Crown Sector Priority of financial stability and a continued emphasis on operational efficiency, SaskEnergy and TransGas are committed to the cost-effective delivery of natural gas services to its customers. The Corporation realized approximately $4 million in efficiency and process improvement savings in 2016-17. These efforts are reflected in the measure Operation, Maintenance and Administration Costs per Customer and SaskEnergy’s ability to successfully offer competitive residential delivery rates to its customers. Customer connection activity levels moderated in 2016-17 relative to previous years and this, combined with collaboration efforts for AMI and joint service installations, assisted the Corporation in effectively managing costs during the year.
19
2016-17 ANNUAL REPORT SASKENERGY
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