To keep everyone safe while working, WNH provided protective equipment and educated employees on COVID health and safety measures (including handwashing, social distancing, mask-wearing and vaccines). The utility also added awareness signs throughout the building and introduced capacity limits in meeting rooms and common spaces.

Education and awareness were key components of WNH’s pandemic response. WNH educated employees on COVID health and safety measures through 16 Employee Education documents, 15 virtual information sessions and regular updates to signage, information bulletins and department meetings. The employee-led Pandemic Planning Committee steered the utility through its pandemic response, meeting 78 times throughout the year.

In May, WNH, in partnership with the Greater Kitchener-Waterloo Chamber of Commerce, introduced a two-week Rapid Antigen Testing Pilot Program. Employees embraced the pilot program, which had a 47 percent participation rate during the initial two-week run. WNH chose to continue the program throughout the remainder of 2021 and 678 tests were completed by the end of the year.

Later in the year, WNH released a Vaccination and Rapid Antigen Testing Policy to maintain a healthy and safe workplace through encouraging vaccinations and rapid testing. By the end of the year, 96 percent of WNH employees were fully vaccinated.

By working closely with customers, providing patient and understanding assistance, offering flexible payment arrangements, and promoting available financial assistance programs, WNH decreased the number of past due notices sent in 2021 by 37 percent over the previous year. The work done by WNH’s Customer Solutions team also resulted in a marked decrease in customer disconnections and deposits collected.

As the continuation of the pandemic shifted customer needs and requirements, the utility responded by shifting focus to online account management tools and service forms.

WNH converted many PDF-only service request forms to updated, fillable online versions, which led to an increase in online form usage and lessened the reliance on phone calls and in-person meetings to make account updates. Customers were also encouraged to register for My Account and eBillling, as well as sign-up for Pre-Authorized Payment or Equal Payment Plans to help take the worry out of managing their accounts. WNH ran three eBilling campaigns for residential customers, as well as a separate campaign for small business customers, ultimately leading to 3,050 new eBilling subscribers in 2021.

Although the utility encouraged customers to use online tools, the Customer Solutions Department continued to provide exceptional service to customers who contacted WNH. Staff fielded more than 25,000 phone calls in 2021, answering 94.71 percent of those in 30 seconds or less, an increase of eight percent over 2020 and the highest percentage ever recorded by the utility. WNH also had a billing accuracy of 99.96 percent and surpassed the Ontario Energy Board’s Service Quality Indicators for 2021. 

FLISR led to a 33 percent decrease in Customer Minutes of Interruption in 2021, resulting in more than 1.357 million minutes of customer interruption saved. Over the past three years, WNH has expanded the use of FLISR and the ADMS throughout its service territory, and as of the end of the year, 95 percent of customers are on FLISR-enabled feeders.

WNH also understands that reliability and customer needs are ever-changing, and as the electrical grid continues to expand and diversify, the utility wants to continue to position itself as an industry leader. In 2021, WNH partnered with Survalent and other Ontario LDCs to create a platform that will provide electrical utilities with a detailed understanding of local energy sources, including wind and solar power, within their systems. The platform will provide real-time supply and consumption information to help utilities plan for changes in the electricity market, ensuring WNH will remain on the leading edge of reliability in the years to come.

WNH’s commitment to health and safety encompasses mental health awareness. WNH was the only Local Distribution Company among 10 Ontario workplaces selected to participate in the Roadmap to Psychological Safety in the Workplace program by Howatt HR, Workplace Safety and Prevention Services, and St Mary’s University. In August, WNH employees participated in the voluntary Mental Fitness Index Survey. The purpose was to help WNH understand the factors that affect employees’ experiences at work. The results can help WNH take actions to create a safer, healthier, more supportive, and more productive workplace. Employee participation eclipsed the 30 percent target by reaching 44 percent.

The utility’s mental and physical health and safety efforts earned national recognition, as WNH was awarded the 2021 Excellence Awards in Psychological Safety and Wellness and Safest Electrical Utility from Canada’s Safest Employer.

Training offered to staff includes:

• Transportation of Dangerous Goods
• Working at Heights
• Workplace Mental Health: How Managers Should Respond
• Workplace Mental Health: Raising Awareness
• Joint Health and Safety Certification
• Mental Health Awareness Training
• Emergency First Aid
• Lift Truck training
• Utility Work Protection Code Recertification
• Basics of Supervising
• Collaborative Performance Management
• Traffic Control Temporary Work Zones
• Mobile Crane 0-8 Tonne
• Rubber Glove Use
• Confined Spaces Training
• Rescue Practice training

WNH assisted 19 commercial and industrial customers through Save on Energy programs, including Retrofit and the Process & Systems Upgrade Program, securing almost $700,000 in incentives and helping to reduce their total energy consumption by more than 4,000 MWh. 

WNH provided energy management assistance through several local programs. The Strategic Energy Management Program produced 229 MWh of energy savings for large customers. The Refrigeration Efficiency Program led to 28 installations, totaling more than $42,000 in incentives and 150,752 kWh in energy savings.

The utility also assisted homeowners and residential customers in finding ways to save through quarterly eBlasts, and by sharing regular efficiency tips on social media and the corporate website.

To further support its sustainability goals, WNH has implemented robust recycling and waste diversion programs that includes the recycling of industrial waste, old poles, wires, metal materials, and electronics, as well as pens, printer cartridges, various types of lightbulbs, coffee bags and depleted batteries.

The employee-led Green Team promotes environmental awareness and sustainability amongst WNH employees using education bulletins and the annual Eco-Challenge. This year’s challenge saw 40 percent of employees participate in events that included a bike tune-up, neighbourhood cleanup, a clothing drive, and a green thumb challenge for the WNH gardeners. WNH employees were also encouraged to reduce their use of plastics and support the United Nations Sustainable Development Goals.

Beyond employee-led initiatives, WNH further enhanced its sustainable output with the installation of a ground mount solar photovoltaic system. The project will generate about 244,500 kWh a year and allow WNH to offset approximately 27 percent of its electricity needs from the grid, while also helping the utility to provide guidance and support to its customers seeking information on similar systems.

2021 United Way Campaign

The utility’s long-standing support of the United Way continued with an employee-led campaign in 2021. The campaign included turkey raffles, a pancake breakfast, samosa sales, a 50/50 draw and a silent auction, among other crowd-pleasing events. More than $9,500 was raised for the United Way through the month-long campaign. As part of this year’s campaign, WNH employees also held an inter-departmental Food Drive to support the Food Bank of Waterloo Region. A total of 661 pounds of food were donated, which is enough for 846 healthy meals.

Support The Food Bank Through eBilling

With the help of our customers, WNH donated a total of 4,500 meals to The Food Bank in 2021. In the fall, the utility donated six meals to The Food Bank for each customer that registered for eBilling during its campaign. The utility also ran a special Week of Giving eBilling campaign and donated 12 meals for each customer that signed up from November 29 until December 6.

Christmas Family Program

WNH employees have also supported local families through the Christmas Family program. In 2021, we raised $1,000 to brighten the holiday season for two families.

Educational Support

WNH also supports local universities and colleges. In 2021, WNH donated $5,000 to Conestoga College’s Powerline Technician Program. This donation provides four students with scholarships of $1,250 each. In addition to providing financial support, WNH also donates equipment, including trucks and trailers that are scheduled to be replaced by newer models. Former WNH employees are also program coordinators, and current employees act as program advisors. WNH also supports the two universities in its service territory. WNH supports several programs at Wilfrid Laurier University, including its Business Program. The utility also provides assistance and guidance to the University of Waterloo’s Engineering Program, and sponsors the school’s Midnight Sun Solar Car Team. 

Other Organizations Supported by WNH

• The Movember Movement
• Bell Let’s Talk Day
• MySafeWork
• Pink Shirt Anti-Bullying Day
• Children’s Safety Village
• REEP Green Solutions
• Waterloo Regional Electrical Association
• Association of Electrical Utility Safety Professionals
• THEMUSEUM Kids program