Water Supplies Department

Performance Targets and Achievements

2008/2009 Performance Targets and 2007/2008 Achievements

Services	2008/2009 Targets	2007/2008 Achievements (%)
Daily Water Supply Services
Fresh water quality (at connection points)	100% compliance with World Health Organization (WHO) Guidelines for Drinking Water Quality (2006) 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	3 clear working days' advance notice	99.7%
Duration of planned suspension of water supply	95% within 8 hours	Target achieved
Time for isolation of burst main upon receipt of report - for pipe diameter up to 300mm - for pipe diameter above 300mm to 600mm	92% within 1.5 hours ^iv 92% within 2.5 hours ^iv	Target achieved Target achieved
Maximum duration of supply interruption due to fresh water main burst	85% within 8 hours 95% within 12 hours	Target achieved Target achieved
Account-related Services
Taking up of consumership - in person - by phone - by post - by fax	15 minutes ^v 15 minutes ^v 7 clear working days ^vi 7 clear working days ^vi	100% 99.5% 99.3% 99.2%
Issue of final bill upon closure of account	3 clear working days ^vii	99.5%
Refund of water deposit	9 clear working days	99.0%
Application for autopay	3 clear working days ^viii	100%
Meter-related Services
Reply to application for metered supply to new building projects	20 clear working days	84.2%
Accuracy of water meters	Inaccuracy not exceeding 3%	93.3%
Application for meter test	8 clear working days ^ix	100%
Accuracy of meter readings	99.95% ^x	Target achieved
Fixing of water meters for new accounts - small scale new developments ^xi, or - existing buildings without plumbing modification	2 clear working days	100%
Reconnection of water supply	24 hours ^xii	100%
Issue of meter test report	98% within 3 clear working days ^xiii	Target achieved
Inspection of new building projects	7 clear working days ^xiv	93.1%
Issue of "Certificate Regarding Water Supply Connection (Form WWO 1005)"	10 calendar days ^xv	100%
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	90%	Target achieved
Waiting time for operator service	50% not more than 30 seconds	40.7%
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	97.0%
Reply to application for plumber licence	10 clear working days	96.3%

i	Enhanced target for 2008/2009. The 2004 version of WHO Guidelines was adopted as target in 2007/2008.
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	Enhanced target for 2008/2009. Target in 2007/2008 was 90%.
v	Processing time.
vi	Complete process, including finalising account of the outgoing customer.
vii	Issue of final bill will be made within 3 clear working days after taking final meter reading.
viii	Excluding the one month processing time required by banks.
ix	From receipt of payment to issue of letters notifying applicants to witness meter tests.
x	Enhanced target for 2008/2009. The target in 2007/2008 for accuracy of readings taken by Meter Readers was 99.90%.
xi	Referring to those new developments which do not require more than 5 water meters or new connections from government mains and the plumbing works have been checked in order.
xii	After payment has been received.
xiii	After the water meter test has been conducted.
xiv	Upon report of completion of plumbing works by the licensed plumber.
xv	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.

Performance Pledge Booklet


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