Jump to the beginning of content

Performance Targets and Achievements

2020/21 Performance Targets and 2019/20 Achievements

Daily Water Supply Services

Services 2020/21 Performance Targets 2019/20 Achievements
Fresh water quality 100% compliance with the Hong Kong Drinking Water Standards Target achieved
Salt water quality 97% compliance with WSD Water Quality Objectives  Target achieved
Supply pressure
- fresh water supply 15 - 30 metres i Target achieved
- salt water supply 15 metres i Target achieved
Response time for attendance to fault complaints
- fresh water supply fault ii Half a day Target achieved
- others 24 hours Target achieved
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 78.57% within 1 hour and 15 minutes
- 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
Duration of supply interruption due to salt water main burst 75% within 24 hours Target achieved
Provision of emergency temporary fresh water supply after isolation of burst main 90% within 3 hours iii Target achieved

Account-related Services

Services 2020/21 Performance Targets 2019/20 Achievements
Taking up of consumership
- in person 15 minutes iv Target achieved
- by phone 15 minutes iv 99.90%
- by post 7 working days v Target achieved
- by fax 7 working days v Target achieved
- by email 7 working days v Target achieved
Issue of final bill upon closure of account 3 working days Target achieved
Refund of water deposit 9 working days vi Target achieved
Application for autopay 3 working days vii Target achieved

Meter-related Services

Services 2020/21 Performance Targets 2019/20 Achievements
Reply to application for metered supply to new building projects 20 working days Target achieved
Accuracy of water meters Inaccuracy not exceeding ±3% Target achieved
Meter testing 8 working days viii 100%
Accuracy of meter readings 99.95% Target achieved
Fixing of water meters for new accounts 2 working days Target achieved
Reconnection of water supply 1 working day ix Target achieved
Issue of meter test report 3 working days x Target achieved
Inspection of new building projects 7 working days xi 99.15%
Issue of "Certificate Regarding Water Supply Connection (Form WWO 1005)" 10 calendar days xii Target achieved

Telephone Enquiry Services

Services 2020/21 Performance Targets 2019/20 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 70% not more than 30 seconds 55.91% not more than 30 seconds

Other Services

Services 2020/21 Performance Targets 2019/20 Achievements
Application for fishing licence
- by post 3 working days Target achieved
- in person 10 minutes Target achieved
Interim reply to correspondence from the public 10 calendar days 99.92%
Reply to application for plumber licence 10 working days 99.91%
Conducting publicity campaigns and seminars for promotion of combating unauthorised water consumption 60 nos. Target achieved
Initiating an investigation after receiving a complaint on suspected unauthorised water consumption within one day 85% Target achieved

Performance Pledge Leaflet 2019/20

Performance Pledge Leaflet 2020/21


Notes:

  1. Minimum residual head in the distribution systems except at their extremities.
  2. Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
  3. Emergency temporary water supply, which will normally not be provided for supply interruptions expected to last for not more than 3 hours, will be provided in the form of standpipes, water tanks or water wagons.
  4. Processing time.
  5. Complete process, including finalising account of the outgoing customer.
  6. The cheque for refund of water deposit will be issued within 9 working days after issue of final bill.
  7. Upon receipt of notification from banks.
  8. From removal of meter to meter test.
  9. After payment has been received.
  10. After the water meter test has been conducted.
  11. Upon report of completion of plumbing works by the licensed plumber.
  12. 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.