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Performance Pledge - 1998/1999
In keeping with its customer-oriented approach, the WSD has achieved further progress in its Performance Pledge.
Apart from total compliance for the past few years with World Health Organisation (WHO) fresh water quality guidelines, and our own objectives in the provision of sea water for flushing purposes, there has been total achievement of some other service targets as well.
In two personal services the Performance Pledge was even exceeded - attaining targets set for the year ahead.
These were in the 'Waiting Time' for initial customer application and for fishing licences. The waiting time for these was reduced from 30 minutes to within 20 minutes.
Where relevant, service targets are expressed in actual waiting time at Customer Enquiry Centres, including both queuing and processing time or in clear working days for postal applications.
Quick glance details are set out in the following chart:-
DAILY WATER SUPPLY SERVICES
| Services |
Target |
1998/99 Achievement (%) |
| Fresh Water Quality |
100% complies with World Health Organization Guideline Standards *1 |
 100% |
| Salt Water Quality |
93% complies with WSD Water Quality Objectives *2 |
100% |
| Supply Pressure |
| Fresh Water Supply |
15 - 30 metres *3 |
100% |
| Salt Water Supply |
15 metres *4 |
100% |
| Accuracy of water meter |
inaccuracy not exceeding 3% |
90% |
| Response time for attendance to fault complaints |
| Fresh Water Supply Fault |
normally within half a day |
99.9% |
| Others |
normally within 24 hours |
99.4% |
| Notice for Planned Suspension of Water Supply |
3-day advance notice |
99.9% |
| Duration of Planned Suspension of Water Supply |
95 % within 8 hours |
100% |
ACCOUNT-RELATED SERVICES
| Services |
Target |
1998/99 Achievement (%) |
| Taking up of Consumership |
| By Post |
7 Days *5 |
99.8% |
| In Person |
20 Minutes *6 |
99.8% |
| Giving up of Consumership |
8 Days |
99.3% |
| Refund of Water Deposit |
12 Days |
99.6% |
| Application for Meter Test |
9 Days |
99.8% |
| Application for Autopay |
3 Days |
99.5% |
| Reply to Application for Metered Supply to New Building Projects |
20 Days |
92.7% |
OTHER SERVICES
| Services |
Target |
1998/99 Achievement (%) |
| Application for Fishing License |
| By Post |
3 Days |
100% |
| In Person |
20 Minutes *9 |
100% |
| Interim reply to correspondence from the public |
10 Calendar Days |
99.8% |
| No. |
Note |
| *1 |
The water supplied to the customers at the connection points fully complies with the World Health Organization Guideline Standards. |
| *2 |
93% of the water supplied to the customers at the connection points complies with the Water Quality Objectives set by Water Supplies Department. |
| *3 |
Normally a minimum residual pressure between 15 and 30 metres is maintained in the distribution systems except at their extremities. |
| *4 |
Normally a minimum residual pressure of 15 metres is maintained in the distribution systems except at their extremities. |
| *5 |
Complete process, including finalizing account of the outgoing customer. |
| *6 |
Initial registration of the new customer only. Enhanced target for 1999/2000. Target for 1998/1999 is 30 minutes. |
| *7 |
From receipt of payment to issue of letter notifying applicant to witness meter test. |
| *8 |
Plus 1 month processing time by bank. |
| *9 |
Enhanced target for 1999/2000. Target for 1998/1999 is 30 minutes. |
Performance Pledge - 1998/1999