| Services | 2023/24 Performance Targets | 2022/23 Achievements |
|---|---|---|
| Fresh water quality | 100% compliance with the Hong Kong Drinking Water Standards | Target achieved |
| Flushing water quality i ✔ii | 97% compliance with WSD Water Quality Objectives | Target achieved |
| Supply pressure | ||
| - fresh water supply | 15 - 30 metres iii | 100% |
| - flushing water supplyii iv ✔ | 15 metres iii | 100% |
| Response time for attendance to fault complaints | ||
| - fresh water supply fault v | Half a day | 100% |
| - others | 24 hours | 100% |
| Notice for planned suspension of water supply | 4 working days’ advance notice |
100% |
| Duration of suspension of water supply for planned work | 98% within 8 hours | Target achieved |
| Time after receipt of report of burst main for valve closure to enable repair works to start | ||
| - for pipe diameter up to 300mm | 80% within 1 hour and 15 minutes | Target achieved |
| - for pipe diameter above 300mm to 600mm | 80% within 2 hours | Target achieved |
| Duration of supply interruption due to | ||
| - fresh water main burst | 70% within 7 hours | Target achieved |
| - flushing water main burst ii vi ✔ | 80% within 24 hours | Target achieved |
| Provision of emergency temporary fresh water supply after isolation of burst main | 90% within 3 hours vii |
Target achieved |
| Services | 2023/24 Performance Targets | 2022/23 Achievements |
|---|---|---|
| Taking up of consumership | ||
| - in person | 15 minutes viii | 100% |
| - by phone | 99 % within 15 minutes viii ix ✔ |
99.80% |
| - by post | 7 working days x |
100% |
| - by fax | 7 working days x |
100% |
| - by email | 7 working days x |
100% |
| Issue of final bill upon closure of account | 3 working days | 97.70% |
| Refund of water deposit | 9 working days xi | 97.14% |
| Application for autopay | 3 working days xii | 99.62% |
| Services | 2023/24 Performance Targets | 2022/23 Achievements |
|---|---|---|
| Reply to application for metered supply to new building projects | 20 working days | 100% |
|
Proportion of accurate water meters |
98% with inaccuracy not exceeding ±3% |
Target achieved |
| Meter Testing | 8 working days xiii |
100% |
| Accuracy of meter readings | 99.95% | Target achieved |
| Fixing of water meters for new accounts | 2 working days | 100% |
| Reconnection of water supply | 1 working day xiv |
100% |
| Issue of meter test report | 3 working days xv |
100% |
| Inspection of new building projects | 7 working days xvi |
100% |
| Issue of “Certificate Regarding Water Supply Connection (Form WWO 1005)” | 10 calendar days xvii |
100% |
| Services | 2023/24 Performance Targets | 2022/23 Achievements |
|---|---|---|
| Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre | 99% | Target achieved |
| Success rate of calls connected to operators | 94% | Target achieved |
| Waiting time for operator service (Emergency Nature) | 75% not more than 30 seconds | Target achieved |
| Services | 2023/24 Performance Targets | 2022/23 Achievements |
|---|---|---|
| Application for fishing licence | ||
| - by post | 3 working days | 99.16% |
| - in person | 10 minutes | 99.95% |
| Interim reply to correspondence from the public | 10 calendar days | 99.99% |
| Reply to application for plumber licence | 10 working days | 99.95% |
| Conducting publicity campaigns and seminars for promotion of combating unauthorised water consumption | 70 nos. | Target achieved |
| Initiating an investigation after receiving a complaint on suspected unauthorised water consumption within one day | 92% | Target achieved |
Notes:
