SERVICE EXCELLENCE SaskEnergy is committed to providing safe and reliable service to its customers. Effective customer solutions and responsiveness are also important aspects of the service commitment as evidenced by its Service Excellence mandate. In alignment with Crown Sector Strategic Priorities, SaskEnergy focused on reducing the time it takes to complete new connect 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 provide a valuable gauge against which results can be analyzed.
Service Excellence
March 31, 2021 Target
March 31, 2016 Actual 1
March 31, 2020 Target
December 31, 2015 Target
March 31, 2019 Target
December 31, 2015 Actual
March 31, 2018 Target
December 31, 2014 Actual
March 31, 2017 Target
Strategic Measure
Efficient Operations
Distribution Operation, Maintenance and Administration Costs per Customer Competitive Residential Delivery Rates
$300
$316
$305
$375
$317
$318
$319
$320
$321
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Competitive with Industry
Transmission
6.7%
7.4%
7.1%
8.5%
7.1%
7.1%
7.1%
7.1%
7.1%
Operation, Maintenance and Administration Costs per Book Value of Assets Managed
Safety/Vigilance
5.9
SaskEnergy Leaks per 1,000 kilometres of Mains TransGas Pipeline Failures per 1,000 kilometres of Pipe
6.0
6.0
6.7
5.8
5.6
5.5
5.4
5.3
0.00
0.07
0.11
0.00
0.09
0.08
0.07
0.07
0.07
5.9%
Safety and Integrity
6.2%
5.2%
5.3%
5.4%
5.5%
5.5%
5.5%
5.5%
Customer Satisfaction
87%
SaskEnergy
86%
89%
87%
89%
89%
89%
89%
89%
90%
TransGas
93%
93%
90%
93%
93%
93%
93%
93%
1 For the 15 months ended March 31, 2016
23
2015-16 ANNUAL REPORT SASKENERGY
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