Staying in Touch

Opinion Survey on Customer Enquiry Centre (CEC) Services

In 2013, the Department secured the services of a private consulting firm to carry out an opinion survey on CEC services and we were encouraged by the results. 97.6% of customers polled said they were satisfied with CEC services. This was a 6.1% increase compared to the last survey done in 2008. Overall the satisfaction index rose dramatically from 87 in 2008 to 94 in the most recent survey.

Mobile App for Smartphones

The latest WSD application software for smartphones called the “WSD Mobile App” adds another method for the public to use their smartphones to receive water suspension notices and other key information from the Department, including major events and any emergency incidents. It’s also a more convenient way for customers who have registered with the Department to access their billing information via their smartphones.

On-line e-service

During the year, we have made enhancements in providing e-services to our customers including the upgrade of online security to comply with the updated online data security requirements and the use of an activation code for facilitating business customers that do not have an electronic certificate to register for e-services. We have also launched a new WSD mobile App, which is an application running on smart phones, for customers who have joined the e-services to receive updated information including bill summaries and bill reminders. The general public may also download the WSD Mobile App and receive information and alerts on water suspension notices.

Facilitating Bill Payments

As at 31 March 2014, 9 400 customers have opted to receive their water bills electronically. In the coming year, we will continue to enhance our e-services to streamline the e-bill online application procedures and extend e-bill application channels through our customer enquiry centres and customer hotline to promote our e-billing service. In the near future we will also explore the feasibility of adding an Electronic Bill Presentment and Payment Service, which has been initiated by the Hong Kong Monetary Authority in collaboration with the Treasury Department aimed at helping the public receive their water bill summary and pay their bills online through a single platform.

Meters and Readings

The Department has been actively replacing water meters that have reached their designated service lives. During 2013/14 we have replaced 68% and 51% of old small and large meters respectively. As a result, there will only be 3.3% of old small meters and 11.4% of large meters remaining in operation by the end of the year. As a consequence, the percentage of those meters now operating at their desired accuracy has risen to 96.4 from 96.0 as in 2012/13.

Automatic Meter Reading (AMR) Pilot Scheme

We have recently launched a pilot scheme for AMR at residential buildings in Un Chau Estate, Sham Shui Po and Sheung Shui Disciplined Services Quarters to review the latest technological advancements and technical performance of AMR water meters in multi-storey high rise buildings as well as its cost effectiveness for large scale implementation. Site installation works have been completed and data are now being collected for analysis. In addition to these initial sites, the AMR pilot scheme will be extended in early 2015 to Sheung Shui Area 36 West public housing estate which is currently under construction.

Keeping Customers Informed

WSD website adopts web accessibility design

We at the WSD have begun supporting the latest web accessibility policy introduced by the Office of the Government Chief Information Officer in September of 2011. Specifically we are enhancing our official website to conform to the latest requirements of the World Wide Web Consortium (W3C) Web Content Accessibility Guidelines (WCAG) 2.0 Level AA. As a result of these enhancements, underprivileged groups will now be able to use a host of new web accessibility features. In future we will also continue our efforts to contribute to society by designing ‘barrier-free’ websites that provide needy communities with equal opportunities to share in the benefits brought about by the development of the internet.

The Customer Liaison Group

Since 1993 the Department has been able to effectively communicate directly with the people we serve through the Consumer Liaison Group, which provides a valuable source of information and feedback on the public’s perceptions about WSD operations. Over the past year the Group met three times. Comprising a representative cross-section of the community the Group has worked closely with the WSD on a number of key initiatives. Members visited the Ngau Tam Mei Water Treatment Works and studied presentations and plans dealing with current issues like hydropower plant operations, WSD electronic services and water conservation campaigns.

Water Quality in the Home

Quality Water Recognition Scheme for Buildings

Following strict international guidelines, the Department carries out extensive testing of the water supply to assess its quality at every stage before it reaches the tap to ensure a safe, drinkable water supply. However, once the water supply reaches a home, the owners of the building are the ones who assume responsibility for keeping it clean and safe. For this reason we have developed the Quality Water Recognition Scheme for Buildings, which covers domestic households as well as commercial and industrial buildings. To date 3 838 Gold, Silver and Blue certificates have been awarded to building owners/management companies in recognition of their dedication to maintaining the quality of their internal fresh water plumbing systems.

Flushing Water Plumbing Quality Maintenance Recognition Scheme

Another of the Department’s initiatives is the Flushing Water Plumbing Quality Maintenance Recognition Scheme launched in July 2013. This scheme is aimed at encouraging proper maintenance of internal flushing systems in Hong Kong’s buildings. Through this scheme, we feel confident of reducing failures in flushing water supplies due to poorly maintained systems. This scheme also covers domestic households as well as commercial and industrial buildings. So far the WSD has awarded 759 Blue certificates to building owners/management companies in recognition of the quality maintenance of their internal flushing plumbing systems.