We launched the performance pledge scheme in 1993 and have since announced our performance achievements annually. You will find in this booklet a complete list of our achievements in 2010/11, highlights of our major public relations activities in 2010/11, and our targets for 2011/12. Having carefully reviewed our achievements and resources, we have decided to enhance the performance target for one existing item in 2011/12.

Performance Measurements

For services in daily water supply and telephone enquiry, our performance is measured by achievement of targets in terms of quality levels or standard times involved.

For Account-related Services, Meter-related Services and Other Services, targets are stipulated in minutes for services provided at our Customer Enquiry Centres or through the telephone and in clear working days (i.e. the number of working days, excluding the two days on which the application is received and reply issued) for services not provided through these channels.

Effective Monitoring

To ensure customer satisfaction, various service-monitoring mechanisms have been adopted to help us pursue continuous improvement in our customer services. Customers are welcome to express their comments on our service standards through various channels, such as our telephone hotline, fax, Customer Enquiry Centres, the Internet, commendation and suggestion forms, regular customer opinion surveys, etc.