SASKENERGY 2017-18 ANNUAL REPORT
Glossary of Key Success Measures
SERVICE EXCELLENCE
Efficient Operations Distribution Operation, Maintenance and Administration (OM&A) per Customer
This metric 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 (394,000 customers at March 31, 2018). This measure is comparable to other Canadian gas utilities. This measure reports the ranking of SaskEnergy’s natural gas distribution delivery service rates, relative to the rates charged by other major Canadian utilities. The cost comparison is based on a benchmark level of consumption upon which the published rates of other service providers are applied to determine SaskEnergy’s relative ranking. The calculations also factor in all temporary and one-time refunds, rebates, rate riders, or surcharges approved by the utility’s regulator. Federal, provincial and municipal taxes are excluded from the comparison as are any Government rebates that are not directly approved by the utility’s regulator. This metric 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 TransGas transmission system. The term “leak” is defined as any unplanned release of product from the distribution system. This metric was standardized by the Canadian Gas Association (CGA) in late 2012 for inter- jurisdictional comparison purposes. The SaskEnergy data on leaks per 1,000 km of pipe are aligned with CGA reporting methodology. The term “failure” is defined as any unplanned release of product from the pipe body. This metric aligns with the Canadian Energy Pipeline Association’s (CEPA) definition and statistics, which the Corporation will use as a benchmark. The definition does not include small leaks on fittings and valve bodies. For reference, the CEPA five-year average is 0.153. This metric reflects, as a percentage, the current year of integrity capital spending against the book value of the Corporation’s assets 15 years prior. Typically, older assets require greater attention from an integrity perspective, and thus it is appropriate to measure integrity spending against these older assets. However, it is important to understand that much of this infrastructure was placed into service in large amounts at varying intervals which does impact the metric results. This metric reflects the Corporation’s focus on safety and integrity efforts and helps ensure integrity programming remains consistent with industry best practice. This 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 measure is derived from an annual online survey that is provided to all TransGas customers. Customer satisfaction is measured on a scale of 0 to 5, with 5 being the highest level of satisfaction. The survey contains 15 questions and an average is taken on the responses to all questions and reported as a percentage.
Competitive Residential Delivery Rates
Transmission OM&A per Book Value of Assets Managed
Safety/Vigilance
SaskEnergy Leaks per 1,000 kilometres of Mains
TransGas Pipeline Failures per 1,000 kilometres of Pipe
Safety and Integrity
Customer Satisfaction
SaskEnergy
TransGas
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