Supporting our customers
Performance summary1
| Indicator | 2017 | 2018 | 2019 |
|---|---|---|---|
| Operational safety and system reliability | |||
| Number of incidents with significant safety, environment or service disruption consequences (gas)2 | 0 | 0 | 0 |
| Number of confirmed BC Mandatory Reliability Standards violations with penalty (electricity)3 | 0 | 0 | 0 |
| Gas line damage incidents by all parties working around the FortisBC gas system (total number)4 | 1,247 | 1,202 | 1,069 |
| Energy use | |||
| Amount of energy delivered, gas and electricity5 | 64,700 GWh or 233 PJ | 62,100 GWh or 224 PJ | 66,800 GWh or 238 PJ6 |
| Customers | |||
| Number of customers, gas | 1,008,000 | 1,029,500 | 1,040,000 |
| Number of customers, electricity | 172,000 | 175,900 | 179,000 |
| Customer satisfaction index – gas7 | 8.4 | 8.7 | 8.7 |
| Customer satisfaction index – electricity8 | 8.2 | 8.3 | 8.5 |
| Number of cybersecurity incidents9 | 0 | 0 | 0 |
| Economic, customer service | |||
| FortisBC investment in conservation and energy management programs | $41.3 million | $42.8 million | $74.6 million |
| Emergency calls responded to within one hour – gas | 97.8% | 97.8% | 97.9% |
| Emergency calls responded to within two hours – electricity | 93% | 94% | 92% |
| System average interruption duration index (SAIDI)10 | 4.05 | 3.15 | 2.42 |
| System average interruption frequency index (SAIFI)11 | 1.78 | 1.73 | 1.20 |
| Customers who achieve resolution in one contact with our customer contact centres | 80% | 82% | 81% |
1 This summary table reports on sustainability data for FortisBC Energy Inc. and FortisBC Inc. as of December 31, 2019.
2 Number of incidents with significant safety, environment or service disruption consequences in accordance
with the FortisBC Energy Inc. Integrity Management Policy.
3 Number of confirmed BC Mandatory Reliability Standards violations with penalty in accordance with the British Columbia Utilities Commission (BCUC) Rules of Procedure.
4 The gas line damage performance indicator is modified and the performance is re-stated for 2017, 2018 and 2019 as the total number of gas line damage incidents by all parties.
5 Total amount of natural gas
and electricity delivered to FortisBC customers, excluding energy exports and upstream usage, amounts to 51 per cent of energy provided by public utilities.
6 Amount of energy delivered, electricity – 3,326 GWh. Amount
of energy delivered, gas – 227 PJ.
7 As reported to the BCUC.
8 As reported to the BCUC.
9 A cybersecurity incident is defined as an incident where digital systems are compromised
materially, or data is lost or stolen and that is reportable to the BCUC.
10 SAIDI depicts the average outage duration for each customer served, indicated in hours per customer.
11 SAIFI depicts the average
number of interruptions that a customer would experience, indicated in units of interruptions per customer.