2001 Triple Bottom Line Report - BC Hydro

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38. TAXES PER UNIT OF ENERGY DELIVERED TAXES UNIT COST ($/GW . YEAR BC HYDRO h) CANADIAN UTILITIES 1995/1996 9.00 6.25 1996/1997 8.51 6.12 1997/1998 8.24 5.51 1998/1999 6.92 4.42 1999/2000 6.42 4.11 39. COMPARATIVE INDEX OF ELECTRICITY PRICES RESIDENTIAL CUSTOMERS MEDIUM POWER CUSTOMERS LARGE POWER CUSTOMERS (CONSUMPTION: 1000 kW . h/MONTH) (CONSUMPTION: 100 000 kW . h/MONTH (CONSUMPTION: 3 060 000 kW . h/MO POWER: 500 kW) POWER: 5000 kW CITY VOLTAGE: 25kV) Winnipeg 98 72 80 Montreal 100 100 100 Vancouver 101 65 100 Seattle 112 65 129 Edmonton 125 72 131 Toronto 138 96 154 Portland 155 83 142 San Francisco 285 191 182 New York 352 260 311 Source: Hydro Quebec Comparison of Electricity Prices in Major North American Cities. BC Hydro continues to have amongst the lowest electricity prices in North America for its domestic customers. 40. OM& A UNIT COST, MEASURING THE COST OF OPERATING, MAINTAINING AND ADMINISTERING THE SYSTEM PER UNIT OF ENERGY DELIVERED, INCLUDING ALL LABOUR AND MATERIALS OM&A UNIT COST ($/GW . h) CANADIAN FISCAL YEAR BC HYDRO UTILITIES 1995/1996 8.89 9.37 1996/1997 8.03 8.61 1997/1998 7.12 7.81 1998/1999 6.85 7.75 1999/2000 6.65 8.11 T R I P L E B O T T O M L I N E A P P E N D I C E S | 9 1
E C O N O M I C I N D I C A T O R S ( C O N T I N U E D ) 41. CUSTOMER SATISFACTION RATING FOR CALL CENTRES ATTRIBUTES BENCHMARK BEST-IN- BEST-IN- PER CENT BC HYDRO AVERAGE ENERGY CANADA QUARTERLY Customer Overall Satisfaction 76 67 80 91 1st Ease of Contact 63 51 71 76 2nd Call Resolution 80 60 80 80 1st CSR Courtesy 89 76 89 94 1st January 2001 survey. 42. PROPORTION OF CUSTOMER CARE CALLS AND SERVICE CALLS ANSWERED WITHIN 30 SECONDS ( AVERAGE OF ALL FOUR CALL CENTRES) Actual 76 Target 80 43. PUBLIC OPINION Proportion of survey respondents whose general attitude towards BC Hydro can be summarized as favourable. FISCAL YEAR PER CENT 1998/1999 1999/2000 2000/2001 Actual 65 63 59 Target 58 60 60 Actual results were slightly lower than target and previous year largely due to this year’s increase in the natural gas rates and the misperception of BC Hydro’s role and relationship to BC Gas. 44. CUSTOMER SATISFACTION RATING T R I P L E B O T T O M L I N E A P P E N D I C E S | 9 2 PER CENT SCALE: 0 – 10; 0 BEING LEAST SATISFIED RESIDENTIAL COMMERCIAL TOP 1000 Actual 8.0 7.6 7.4 Target 8.0 7.4 7.2 Customer satisfaction rating: 0 – 10 scale, 0 being least satisfied when responding to the question “How satisfied are you with BC Hydro?”
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T H E J O U R N E Y T O S U S T A I
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w w w . b c h y d r o . c o m B C H
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E X E C U T I V E S U M M A R Y BC
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S U S T A I N A B I L I T Y C O R P
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C O M M I T M E N T The decision to
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G O V E R N A N C E We have a gover
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S O C I A L S O C I A L B O T T O M
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SCHOLARSHIPS We provided scholarshi
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F O R G E P A R T N E R S H I P S R
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C O M M U N I T Y R E L A T I O N S
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W A T E R U S E P L A N S Water Use
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M A N A G I N G BC Hydro has develo
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2001 Triple Bottom Line Report - BC Hydro

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