Water Supplies Department

Performance Targets and Achievements

2007/2008 Performance Targets and 2006/2007 Achievements

Services	2007/2008 Targets	2006/2007 Achievements (%)
Daily Water Supply Services
Fresh water quality (at connection points)	100% compliance with World Health Organization (WHO) Guidelines for Drinking Water Quality (2004) ⁱ	Target achieved
Salt water quality (at connection points)	96% compliance with WSD Water Quality Objectives ⁱⁱ	Target achieved
Supply pressure - fresh water supply - salt water supply	15 - 30 metres ⁱⁱⁱ 15 metres ⁱⁱⁱ	100% 100%
Response time for attendance to fault complaints - fresh water supply fault ^iv - others	Half a day A working day	100% 100%
Notice for planned suspension of water supply	3 clear working days' advance notice	100%
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	90% within 1.5 hours ^v 90% within 2.5 hours ^v	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 ^vi 15 minutes ^vi 7 clear working days ^vii 7 clear working days ^vii	99.6% 99.3% 98.8% 98.7%
Issue of final bill upon closure of account	3 clear working days ^viii	99.5%
Refund of water deposit	9 clear working days	98.5%
Application for autopay	3 clear working days ^ix	99.9%
Meter-related Services
Reply to application for metered supply to new building projects	20 clear working days	80.6%
Accuracy of water meters	Inaccuracy not exceeding 3%	92.8%
Application for meter test	8 clear working days ^x	98.7%
Accuracy of meter readings	99.9% ^xi	Target achieved
Fixing of water meters for new accounts - small scale new developments ^xii, or - existing buildings without plumbing modification	2 clear working days	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	86.5%
Issue of "Certificate Regarding Water Supply Connection (Form WWO 1005)"	10 calendar days ^xvi	New target in 2007/2008
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%	86.7%
Waiting time for operator service	50% not more than 30 seconds ^xvii	34%
Other Services
Application for fishing licence - by post - in person	3 clear working days 10 minutes	100% 95%
Interim reply to correspondence from the public	10 calendar days	98.2%
Reply to application for plumber licence	10 clear working days	100%

i	Enhanced target for 2007/2008. The 1993 version of WHO Guidelines was adopted as target in 2006/2007.
ii	Enhanced target for 2007/2008. Target in 2006/2007 was 95%.
iii	Minimum residual pressure (or pressure range) in the distribution systems except at their extremities.
iv	Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
v	Enhanced target for 2007/2008. Target in 2006/2007 was 85%.
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	Excluding the one month processing time required by banks.
x	From receipt of payment to issue of letters notifying applicants to witness meter tests.
xi	This refers to the readings taken by Meter Readers.
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 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	New target in 2007/2008 for issuing the certificate 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.
xvii	Enhanced target for 2007/2008. The achievement rates for the last three financial years ranged from 32.4% to 42.6%. The 50% quantifier is added as a target for improvement.

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