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Performance Targets and Achievements

2018/19 Performance Targets and 2017/18 Achievements

Daily Water Supply Services

Services 2018/19
Targets
2017/18
Achievements
Fresh water quality i 100% compliance with the Hong Kong Drinking Water Standards i Target achieved
Salt water qualityii 96% compliance with WSD Water Quality Objectives Target achieved
Supply pressure
- fresh water supply 15 - 30 metres iii Target achieved
- salt water supply 15 metres iii Target achieved
Response time for attendance to fault complaints
- fresh water supply fault iv Half a day Target achieved
- others 24 hours Target achieved
Notice for planned suspension of water supply 4 working days' advance notice Target achieved
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 94% within 1.5 hours 92.61% within 1.5 hours
75% within 1 hour and 15 minutes Target achieved
- for pipe diameter above 300mm to 600mm 94% within 2.5 hours Target achieved
75% within 2 hours 71.43% within 2 hours
Maximum duration of supply interruption due to fresh water main burst 85% within 8 hours 84% within 8 hours
70% within 7 hours Target achieved
Provision of emergency temporary fresh water supply after isolation of burst main 85% within 3 hours v Target achieved

Account-related Services

Services 2018/19
Targets
2017/18
Achievements
Taking up of consumership
- in person 15 minutes vi Target achieved
- by phone 15 minutes vi 99.97%
- by post 7 working days vii Target achieved
- by fax 7 working days vii Target achieved
- by email 7 working days vii Target achieved
Issue of final bill upon closure of account 3 working days Target achieved
Refund of water deposit 9 working days viii 99.98%
Application for autopay 3 working days ix Target achieved

Meter-related Services

Services 2018/19
Targets
2017/18
Achievements
Reply to application for metered supply to new building projects 20 working days 99.9%
Accuracy of water meters Inaccuracy not exceeding ±3% 97.7%
Meter testing 8 working days x Target achieved
Accuracy of meter readings 99.95% Target achieved
Fixing of water meters for new accounts 2 working days 99.98%
Reconnection of water supply 1 working day xi Target achieved
Issue of meter test report 3 working days xii Target achieved
Inspection of new building projects 7 working days xiii 99.91%
Issue of "Certificate Regarding Water Supply Connection (Form WWO 1005)" 10 calendar days xiv Target achieved

Telephone Enquiry Services

Services 2018/19
Targets
2017/18
Achievements
Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre 99% 98.76% measurable incoming calls connected to Customer Telephone Enquiry Centre
Success rate of calls connected to operators 94% Target achieved
Waiting time for operator service 70% not more than 30 seconds Target achieved

Other Services

Services 2018/19
Targets
2017/18
Achievements
Application for fishing licence
- by post 3 working days 99.6%
- in person 10 minutes Target achieved
Interim reply to correspondence from the public 10 calendar days 99.99%
Reply to application for plumber licence 10 working days Target achieved
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
  1. Revised description of the target for 2018/19 in order to reflect the extension of the point of compliance from connection points to customer ends as well as the adoption of Hong Kong Drinking Water Standards since September 2017, which follow the corresponding guideline values set out in the World Health Organization (WHO) Guidelines for Drinking-water Quality, for compliance monitoring. Target in 2017/18 was "Fresh water quality (at connection points) - 100% compliance with WHO Guidelines for Drinking-water Quality (2011)".
  2. Revised description of the target for 2018/19 in order to reflect the extension of compliance monitoring from connection points to customer ends. Target in 2017/18 was "Salt water quality (at connection points) - 96% compliance with WSD Water Quality Objectives".
  3. Minimum residual head in the distribution systems except at their extremities.
  4. Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
  5. 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.
  6. Processing time.
  7. Complete process, including finalising account of the outgoing customer.
  8. The cheque for refund of water deposit will be issued within 9 working days after issue of final bill.
  9. Upon receipt of notification from banks.
  10. From removal of meter to meter test.
  11. After payment has been received.
  12. After the water meter test has been conducted.
    Target in 2018/19 is enhanced to 100% within 3 working days. Target in 2017/18 was 99% within 3 working days.
  13. Upon report of completion of plumbing works by the licensed plumber.
  14. 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.