NOTES TO CONSOLIDATED FINANCIAL STATEMENTS — (Continued) plan specified guidelines.
Under specified conditions, the Company will make contributions to the plans and/or match a percentage of the employee contributions up to certain limits.
Total expense related to the defined contribution plans was $24.9 million, $24.8 million and $18.9 million in the years ended December 31, 2013, 2012 and 2011, respectively.
The Company has a number of defined benefit pension plans and other postretirement employee benefit plans covering eligible salaried and hourly employees and their dependents.
The defined pension benefits provided are primarily based on (i) years of service and (ii) average compensation or a monthly retirement benefit amount.
The Company provides defined benefit pension plans in France, Germany, Ireland, Italy, Japan, Mexico, Monaco, South Korea, Sweden, U. K.  and the U. S.  The other postretirement employee benefit plans, which provide medical and life insurance benefits, are unfunded plans.
All pension and other postretirement employee benefit plans in the U. S.  have been closed to new employees since 1999.
The measurement date for all plans is December 31.
On February 26, 2009, the Company’s subsidiary BorgWarner Diversified Transmission Products Inc.  (“DTP”), entered into a Plant Shutdown Agreement with the United Auto Workers (“UAW”) for its Muncie, Indiana automotive component plant (the “Muncie Plant”).
Management subsequently wound-down production activity at the plant, with operations effectively ceased as of March 31, 2009.
The Plant Shutdown Agreement included terms allowing for lump sum payment of the pension obligation for certain participants if funding of the plan exceeded a defined level.
In accordance with these terms, in December 2012, the Company settled a portion of the pension obligation resulting in a non-cash loss of $5.7 million, which was recorded in other expense (income) within the Consolidated Statement of Operations.
On March 24, 2010, the Company finalized its settlement agreement regarding the closure of the Muncie Plant with the Pension Benefit Guaranty Corporation (“PBGC”) in which the Company agreed to make certain payments directly to the Muncie Plant’s defined benefit pension plan (the “Plan”).
In accordance with the settlement agreement, the Company made an initial cash contribution of $23 million for the 2009 Plan year and a cash contribution of $15 million in the year ended December 31, 2011.
During the fourth quarter of 2012, the Company received notification from the PBGC that the terms of the settlement have been suspended pending review of the Company’s financial strength under the PBGC’s revised enforcement policy pilot program announced on November 2, 2012.
The evaluation was confirmed in January 2013 and as a result the Company currently does not have any obligations as described in the original agreement.
The following table summarizes the expenses for the Company’s defined contribution and defined benefit pension plans and the other postretirement defined employee benefit plans.
## Table 0 ##
January 25, 2013 when the demand reached 8.1 MMlbs per hour.
The company’s estimate for the winter of 2013/2014 peak demand of its steam customers is 9.2 MMlbs per hour under design criteria, which assumes severe weather.
On December 31, 2012, the steam system had the capability of delivering approximately 10.0 MMlbs of steam per hour.
This reduction from the prior year’s capability (11.7 MMlbs of steam per hour on December 31, 2011) is due to damage to stations caused by Superstorm Sandy.
(For additional information, see “Other Regulatory Matters” in Note B to the financial statements in Item 8).
In January 2013, the steam system was restored to its full capacity.
The steam system is expected to have the capability to deliver 11.7 MMlbs of steam per hour for the remainder of the 2012/2013 winter.
CECONY estimates that the system will have the capability to deliver 11.7 MMlbs of steam per hour in the 2013/2014 winter.
Steam Supply Thirty-six percent of the steam produced by CECONY in 2012 was supplied by the company’s steam-only generating assets; 49 percent was produced by the company’s steam-electric generating assets, where steam and electricity are primarily cogenerated; and 15 percent was purchased under an agreement with Brooklyn Navy Yard Cogeneration Partners L. P O&R Electric Operations Electric Facilities O&R’s capitalized costs for utility plant, net of accumulated depreciation, for distribution facilities were $728 million and $680 million at December 31, 2012 and 2011, respectively.
For its transmission facilities, the costs for utility plant, net of accumulated depreciation, were $180 million and $178 million at December 31, 2012 and 2011, respectively.
O&R, RECO and Pike, own, in whole or in part, transmission and distribution facilities which include 555 circuit miles of transmission lines, 14 transmission substations, 62 distribution substations, 85,474 in-service line transformers, 3,781 pole miles of overhead distribution lines and 1,794 miles of underground distribution lines.
O&R’s transmission system is part of the NYISO system except that portions of RECO’s system are located within the transmission area controlled by PJM.
In late October 2012, Superstorm Sandy caused extensive damage to the company’s electric distribution system, See “Other Regulatory Matters” in Note B to the financial statements in Item 8.
Electric Sales and Deliveries O&R generally recovers, on a current basis, the cost of the electricity that it buys and then sells to its full-service customers.
It does not make any margin or profit on the electricity it sells.
Effective July 2008, O&R’s New York electric revenues (which accounted for 70.7 percent of O&R’s electric revenues in 2012) became subject to a revenue decoupling mechanism.
As a result, O&R’s New York electric delivery revenues are generally not affected by changes in delivery volumes from levels assumed when rates were approved.
O&R’s electric sales in New Jersey and Pennsylvania are not subject to a decoupling mechanism.
O&R’s electric sales and deliveries, excluding off-system sales for the last five years were
## Table 1 ##
For further discussion of the company’s electric operating revenues and its electric results, see “Results of Operations” i Item 7.
For additional segment information, see Note N to the financial statements in Item 8
License revenue remained consistent with the prior year due to strong results from our core and complementary Credit Union products being offset by reduced revenue from our Alogent?
products (our suite of deposit and image capture products targeted at large financial institutions) which reduced from a particularly strong prior year.
While license fees will fluctuate, recent trends indicate that our customers are increasingly electing to contract for our products via outsourced delivery rather than a traditional license as our outsourced delivery does not require an up-front capital investment in license fees.
We expect this trend to continue in the long term.
## Table 2 ##
Year over Year Change
## Table 3 ##
Support and service revenues are generated from annual support to assist the customer in operating their systems and to enhance and update the software, electronic payment services, outsourced data processing services and implementation services (including conversion, installation, configuration and training).
There was growth in all components of support and service revenue in fiscal 2013.
In-house support and other services revenue increased due to annual maintenance fee increases as our customers’ assets grew.
Revenue from our complementary products also grew as the total number of supported in-house products grew.
Electronic payment services continued to experience the largest growth.
The revenue increases were attributable to strong performance across debit/credit card processing services, online bill payment services and ACH processing.
Outsourcing services for banks and credit unions continued to drive revenue growth as customers continue to show a preference for outsourced delivery of our solutions.
Revenues from outsourcing services are typically earned under multiyear service contracts and therefore provide a long-term stream of recurring revenues.
Implementation services revenue increased due mainly to increased implementations of our core Banking and Credit Union platform products and related complementary products, coupled with higher merger conversion revenues from our core banking platform and outsourcing products.
## Table 4 ##
The Company has entered into remarketing agreements with several hardware manufacturers under which we sell computer hardware, hardware maintenance and related services to our customers.
Revenue related to hardware sales is recognized when the hardware is shipped to our customers.
Hardware revenue decreased due to a decrease in the number of third party hardware systems and components delivered.
COST OF SALES AND GROSS PROFIT Cost of license represented the cost of software from third party vendors through remarketing agreements associated with license fee revenue.
These costs were recognized when license revenue was recognized.
Cost of support and service represented costs associated with conversion and implementation efforts, ongoing support for our in-house customers, operation of our data and item centers providing services for our outsourced customers, electronic payment services and direct operating costs.
These costs were recognized as they were incurred.
Cost of hardware consisted of the direct and indirect costs of purchasing the equipment from the manufacturers and delivery to our customers.
These costs were recognized at the same time as the related hardware revenue was recognized.
Ongoing operating costs to provide support to our customers were recognized as they were incurred.
Table of Contents 124 14.
Other (Income) Expense, Net Other (income) expense, net, consisted of:

<table><tr><td></td><td colspan="3">Year Ended December 31,</td></tr><tr><td>(millions of dollars)</td><td>2013</td><td>2012</td><td>2011</td></tr><tr><td>Defined contribution expense</td><td>$24.9</td><td>$24.8</td><td>$18.9</td></tr><tr><td>Defined benefit pension expense</td><td>24.3</td><td>27.3</td><td>17.5</td></tr><tr><td>Other postretirement employee benefit expense</td><td>5.7</td><td>11.1</td><td>13.5</td></tr><tr><td>Total</td><td>$54.9</td><td>$63.2</td><td>$49.9</td></tr></table>
<table><tr><td></td><td colspan="5"> Year Ended December 31,</td></tr><tr><td></td><td> 2008</td><td> 2009</td><td>2010</td><td>2011</td><td> 2012</td></tr><tr><td> Electric Energy Delivered (millions of kWhs)</td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Total deliveries to O&R full service customers</td><td>4,093</td><td>3,673</td><td>3,498</td><td>3,029</td><td>2,691</td></tr><tr><td>Delivery service for retail access customers</td><td>1,814</td><td>1,901</td><td>2,330</td><td>2,760</td><td>3,040</td></tr><tr><td> Total Deliveries In Franchise Area</td><td>5,907</td><td>5,574</td><td>5,828</td><td>5,789</td><td>5,731</td></tr><tr><td> Electric Energy Delivered ($ in millions)</td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Total deliveries to O&R full service customers</td><td>$650</td><td>$551</td><td>$570</td><td>$486</td><td>$405</td></tr><tr><td>Delivery service for retail access customers</td><td>80</td><td>95</td><td>132</td><td>157</td><td>178</td></tr><tr><td>Other operating revenues</td><td>3</td><td>2</td><td>-10</td><td>-2</td><td>9</td></tr><tr><td> Total Deliveries In Franchise Area</td><td>$733</td><td>$648</td><td>$692</td><td>$641</td><td>$592</td></tr><tr><td> Average Revenue Per kWh Sold (Cents)</td><td></td><td></td><td></td><td></td><td></td></tr><tr><td>Residential</td><td>17.4</td><td>17.2</td><td>18.3</td><td>18.0</td><td>16.7</td></tr><tr><td>Commercial and Industrial</td><td>14.6</td><td>13.3</td><td>14.1</td><td>13.7</td><td>13.0</td></tr></table>
<table><tr><td>Support and Service Revenue</td><td colspan="2">Year Ended June 30,</td><td>% Change</td></tr><tr><td></td><td>2013</td><td>2012</td><td></td></tr><tr><td>Support and service</td><td>$1,015,211</td><td>$909,176</td><td>12%</td></tr><tr><td>Percentage of total revenue</td><td>90%</td><td>89%</td><td></td></tr></table>
<table><tr><td></td><td colspan="2">Year over Year Change</td></tr><tr><td></td><td>$ Change</td><td>% Change</td></tr><tr><td>In-House Support & Other Services</td><td>$12,677</td><td>4%</td></tr><tr><td>Electronic Payment Services</td><td>58,052</td><td>17%</td></tr><tr><td>Outsourcing Services</td><td>23,017</td><td>12%</td></tr><tr><td>Implementation Services</td><td>12,289</td><td>17%</td></tr><tr><td>Total Increase</td><td>$106,035</td><td></td></tr></table>
<table><tr><td>Hardware Revenue</td><td colspan="2" rowspan="2"Year Ended% June 30,></td><td></td></tr><tr><td></td><td>Change</td></tr><tr><td></td><td>2013</td><td>2012</td><td></td></tr><tr><td>Hardware</td><td>$59,357</td><td>$63,122</td><td>-6%</td></tr><tr><td>Percentage of total revenue</td><td>5%</td><td>6%</td><td></td></tr></table>

Question: In the year with the most Delivery service for retail access customers, what is the growth rate of Total deliveries to O&R full service customers?
Answer: -0.16667