Ensure the social acceptability of our projects

Context

Every year, we carry out over 1,100 construction and refurbishment projects, 100 of which undergo a public participation process. A project’s social acceptability may be based on the achievement of a broad consensus rather than a complete lack of opposition.

Solutions considered

  • Continue to inform and consult with stakeholders as soon as a project is envisioned.
  • Reduce the environmental footprint of our projects, through mitigation measures (landscaping, use of existing corridors, etc.), optimization measures (reduced-footprint towers, quieter transformers, etc.) and other means.

Examples of initiatives in 2016

  • Open house events were held to explain projects, gather stakeholder concerns and give tours of new facilities.
  • A user committee was formed for the soil rehabilitation project at the Cap-aux-Meules dock to identify ways to minimize the work’s impact on economic and tourism activities.

Examples of initiatives for 2017–2020

  • Better inform the public on the rationale behind projects.
  • To encourage more proactive communication, use a variety of consultation practices that will allow affected persons to give their opinion in the form and at the time most convenient for them.

Improve customer satisfaction

Context

Customer satisfaction is our top priority.

Solutions considered

  • Make our services more accessible (outage information, Web services, etc.).
  • Reduce call wait times.
  • Reduce lead times for work requested by customers.
  • Ensure reliable, high-quality power.
  • Limit rate increases to less than or equal to inflation.

Examples of initiatives in 2016

  • Extended our customer service hours and kept customer relations centres open at key periods, such as on July 1.
  • Expanded our online service offer.
  • Online power outage reporting and tracking was made available and planned service interruptions were added to the online outage map.
  • Rolled out the Hydro-Québec mobile app, available on iOS and Android.
  • Information on the progress of work requested by customers was made available online.

Examples of initiatives for 2017–2020

  • Increase customer awareness about energy savings.
  • Offer more products and services to help customers better understand and manage their consumption and reduce their bills.
  • Reduce service connection lead times.
  • Respect dates determined with customers for carrying out work.
  • Increase our presence on social media.

Contribute to reducing GHG emissions in Québec, with a view to reaching the goal of a 37.5% reduction by 2030 compared with 1990

Context

By generating 99% of our output from a clean, renewable source, and by exporting our green energy, we already contribute to reducing GHG emissions all over the continent. We are also a major player in transportation electrification, through initiatives such as the Electric Circuit.

Solutions considered

  • Maintain the vehicle fleet emission reduction target.
  • Convert off-grid systems to cleaner, less expensive energy sources.
  • Continue our efforts toward transportation electrification (personal vehicles and public transit).
  • Offer industrial customers programs for converting their fossil-fuel powered equipment to electrical ones.

Examples of initiatives in 2016

  • Issued a request for proposals (RFP) for power generated from forest biomass to supply the community of Obedjiwan.
  • Reduced GHG emissions from our light-vehicle fleet.
  • Offset senior management’s travel-related GHG emissions.

Examples of initiatives for 2017–2020

  • Progressively convert off-grid systems to cleaner, less expensive energy sources. Issue RFPs for all off-grid systems by 2020.
  • Integrate 500 all-electric and plug-in hybrid vehicles into our light-vehicle fleet.

Adapt our practices and infrastructure to climate change

Context

Climate change is already impacting our activities. We must adapt our facilities and business practices to this new reality.

Solutions considered

Continue our collaboration with Ouranos to stay on the leading edge of developments and prepare for the new reality by adapting our practices accordingly.

Examples of initiatives in 2016

  • Carried out studies, in collaboration with Ouranos, on the effects of climate change, including its impact on salmonid habitat and on biodiversity in Nunavik’s tundra.
  • Modified our inflow forecasting method.
  • Contributed to an initiative by MIT, Ouranos and HEC Montréal to model future use of renewable energy in New England.
  • Conducted a study on biosecurity in relation to vegetation control.

Examples of initiatives for 2017–2020

  • Assess the impact of climate change on all our business practices and facilities. Ensure that all components are considered (e.g., permafrost thawing and faster growth of vegetation).

Promote energy efficiency

Context

Our energy efficiency initiatives have led to a substantial decrease in electricity use.

Solutions considered

  • Manage demand through measures such as interruptible load programs for residential, commercial, institutional and industrial customers.
  • Educate customers about the benefits of being energy wise.
  • Continue our initiatives with low-income customers.

Examples of initiatives in 2016

  • Ran the campaign When it’s very cold, spread out your electricity consumption.
  • Provided customers with the option of checking their daily electricity use online to help them manage their consumption.

Examples of initiatives for 2017–2020

  • Reduce power demand by 300 MW by 2020.
  • Offer customers the option of reducing their energy use by having their heating interrupted in exchange for compensation.
  • Satisfy a third of increased demand through our energy efficiency initiatives.

Improve our profitability

Context

The company’s profitability creates wealth for Québec. The dividends we pay the Québec government improve public services.

Solutions considered

  • Increase clean energy exports.
  • Continue efforts to increase the capacity and output of our hydroelectric generating stations.
  • Commercialize our innovations and acquire foreign assets.

Examples of initiatives in 2016

  • Net income of $2,861 million.
  • Net export volume of 32.6 GWh, a record.
  • Agreement signed with the Independent Electricity System Operator (2017–2023), providing for the sale of 2 TWh a year to Ontario.
  • Memorandum of understanding signed with RTE, France’s Réseau de transport d’électricité, setting up a strategic partnership.
  • Campaign to attract data centres—known for their high energy usage—to Québec.

Examples of initiatives for 2017–2020

  • Double our revenue by 2030.
  • Step up efforts to commercialize our innovations.
  • Sign new long-term contracts for the sale of electricity to neighboring systems.
  • Take advantage of business opportunities related to alternative energy sources, such as photovoltaic solar.
  • Purchase assets or stakes outside Québec.