Project REBUILD is Toronto Hydro-Electric System Limited’s (THESL) 10-year electricity distribution system capital investment plan. THESL is in the process of replacing and upgrading significant portions of its power cables and transformers, primarily on residential streets.

Project REBUILD General Notification Letter

At least six weeks prior to construction, all customers in the area were mailed general notification letters. These letters outlined the scope of the work and the construction process and provide contact information should there be any questions or concerns.

A second set of specialty letters were sent to customers that were particularly impacted by Project REBUILD. Customers that were going to receive new above ground pad-mounted transformers or underground vaults in front of their homes were notified in advance. Subsequent on-site meetings with homeowners determined the best location for the equipment.

Project REBUILD Vehicle

Maintaining an active and visible presence in Project REBUILD neighbourhoods involved frequent and ongoing visits to construction areas and meetings with homeowners on site.THESL employees built Project REBUILD awareness in a branded, hybrid vehicle. 

Project REBUILD Safety Messaging

Given that most projects take place in residential neighbourhoods, child and pedestrian safety was a top priority. To draw attention to the work and encourage children to behave responsibly around construction sites, THESL developed a flyer that provides tips on how to be safe around heavy vehicles and trenches. The flyer was delivered with all general notification letters and came with a flashing light reflector that children were encouraged to attach to backpacks or bike spokes. The reflectors increased the visibility of the child when on the street and near our work crews.

Town Hall Community Meetings

THESL employees participated in community town hall meetings. By proactively involving and informing community leaders and their constituents about intrusive civil construction work, THESL addressed concerns immediately.

Project REBUILD Web site

The Project REBUILD Web site features a description of all large-scale construction projects in Toronto, including work timelines, project maps and street names. The Web site also features an interactive, animated slide show which describes our construction procedures step-by-step from civil construction to restoration.

Internal Communications

The Project REBUILD plan included an internal communications component aimed at informing and involving staff, specifically outside field workers, of the importance and magnitude of Project REBUILD. The unveiling of a 10-year capital plan map during “Project REBUILD Road Shows” engaged employees by answering some of the most common questions. Employees often ask about where capital work is taking place and how much money will be invested in each project. The Road Shows gave employees the opportunity to meet the planning teams and become more engaged in the process.

• Eighty-five per cent of respondents to the customer surveys claimed that they received notification that THESL would be doing construction work in their neighbourhood. Seventy-seven per cent felt neutral, satisfied or very satisfied with how well the notification described the proposed work.
• Ninety-eight per cent of complaints were resolved within five business days or less.
• THESL completed its annual capital investment program on time.
• The Project REBUILD Web site received 4,972 visits in 2007. With nearly 8,000 customers affected by Project REBUILD, more than half that number visited the site.
• THESL was commended by community representatives for its proactive communications.