Performance Pledge

Performance Targets & Achievements

2011/12 Performance Targets and 2010/11 Achievements

Services	2011/12 Targets	2010/11 Achievements (%)
Daily Water Supply Services
Fresh water quality (at connection points)	100% compliance with World Health Organization (WHO) Guidelines for Drinking-water Quality (2008)^I	Target achieved
Salt water quality (at connection points)	96% compliance with WSD Water Quality Objectives	Target achieved
Supply pressure - fresh water supply - salt water supply	15 - 30 metres ^II 15 metres ^II	100% 100%
Response time for attendance to fault complaints - fresh water supply fault ^III - others	Half a day A working day	100% 100%
Notice for planned suspension of water supply	4 clear working days' advance notice	100%
Duration of planned suspension of water supply^IV	97% within 8 hours	Target achieved
Time after receipt of report of burst main for valve closure to enable repair works to start ^V - for pipe diameter up to 300mm - for pipe diameter above 300mm to 600mm	(i) 94% within 1.5 hours (ii) 75% within 1 hour and 15 minutes (i) 94% within 2.5 hours (ii) 75% within 2 hours	Target achieved Target achieved 93.9% Target achieved
Maximum duration of supply interruption due to fresh water main burst	85% within 8 hours 70% within 7 hours	Target achieved Target achieved
Account-related Services
Taking up of consumership - in person - by phone - by post - by fax	15 minutes ^VI 15 minutes ^VI 7 clear working days ^VII 7 clear working days ^VII	100% 99.7% 99.5% 99.5%
Issue of final bill upon closure of account	3 clear working days ^VIII	99.8%
Refund of water deposit	9 clear working days ^IX	99.6%
Application for autopay	3 clear working days ^X	100%
Meter-related Services
Reply to application for metered supply to new building projects	20 clear working days	95.2%
Accuracy of water meters	Inaccuracy not exceeding ±3%	95.0%
Application for meter test	8 clear working days ^XI	100%
Accuracy of meter readings	99.95%	Target achieved
Fixing of water meters for new accounts - small scale new developments ^XII, or - existing buildings without plumbing modification	2 clear working days 2 clear working days	100% 100%
Reconnection of water supply	24 hours ^XIII	100%
Issue of meter test report	98% within 3 clear working days ^XIV	Target achieved
Inspection of new building projects	7 clear working days ^XV	95.5%
Issue of "Certificate Regarding Water Supply Connection (Form WWO 1005)"	10 calendar days ^XVI	99.5%
Telephone Enquiry Services
Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre	99%	98.7%
Success rate of calls connected to operators	92%	Target achieved
Waiting time for operator service	50% not more than 30 seconds	Target achieved
Other Services
Application for fishing licence - by post - in person	3 clear working days 10 minutes	100% 95.0%
Interim reply to correspondence from the public	10 calendar days	98.4%
Reply to application for plumber licence	10 clear working days	99.6%

I.	Enhanced target for 2011/12. Target in 2010/11 was 100% compliance with World Health Organization (WHO) Guidelines for Drinking-water Quality (2006).
II.	Minimum residual pressure (or pressure range) in the distribution systems except at their extremities.
III.	Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
IV.	Duration of suspension of water supply for planned works.
V.	Original description in 2010/11: Time for isolation of burst main upon receipt of report
VI.	Processing time.
VII.	Complete process, including finalising account of the outgoing customer.
VIII.	Issue of final bill will be made within 3 clear working days after taking final meter reading.
IX.	The cheque for refund of water deposit will be issued within 9 clear working days after issue of final bill.
X.	Excluding the one month processing time required by banks.
XI.	From receipt of payments to issue of letters notifying applicants to witness meter tests.
XII.	Referring to those new developments which do not require more than 5 water meters or new connections from government mains and the plumbing works of which have been checked in order.
XIII.	After payment has been received.
XIV.	After the water meter test has been conducted.
XV.	Upon report of completion of plumbing works by the licensed plumber.
XVI.	After (a) receipt of application form WWO 132 Pt II; (b) the plumbing works have been inspected to the satisfaction of the Water Authority; and (c) water supply connection has been made.