Last revision date: 1 Jun 2016
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As a customer focused organisation, we make ourselves as accessible as possible to the public to ensure that our customers can reach us quickly and, in turn, are clearly informed of any water-related developments in their districts.
Customer opinion surveys on the CTEC’s services to assess the views and satisfaction level of customers was first conducted in 1998 and repeated in 2000 (after the establishment of the present CTEC in 1999) and in 2008. As one of the measures for achieving the WSD’s commitment to excellence in satisfying customers’ needs, it is vital to keep track of the continuous improvement of the CTEC’s services by reviewing and monitoring the satisfaction level of customers on various aspects of these services. To this end, the WSD hired a specialist customer opinion survey firm to carry out a new round of research again in October 2014. After the survey questionnaire was finalised, the pilot survey and the main survey fieldwork were completed in January 2015 and March 2015, respectively. We expect the Executive Summary and Report of the survey will be finalised during the last quarter of 2015.
In April 2014, the WSD officially launched the “WSD Mobile App” which provides various functions including viewing important information from the WSD, water suspension notices and billing information, and making contact with us.
In December 2014, the e-bill services were streamlined and enhanced for improving user friendliness and convenience, including sending a reminder to e-bill customers before payment due date. As one of the measures to promote e-bill services, each newly registered e-bill customer was given a pair of flow controllers for water taps since December 2014. As of 31 March 2015, 34,400 customers have opted to receive their water bills electronically, which has increased by 25,000 or 266%, in comparison with the same time last year.
We are going to provide the Electronic Bill Presentment and Payment (EBPP) Service in late 2015, which is a one-stop platform launched by the Hong Kong Monetary Authority for users to receive, manage and schedule payments for electronic bills through internet banking accounts. Furthermore, we are planning to enhance our service by providing a QR code to customers via smart phones to facilitate them to make payments at convenience stores without the need to present their paper water bills.
The Department has been actively replacing water meters that have reached their designed service lives. During 2014/15 we replaced about 190,000 and 2,000 of old small and large meters, respectively. As a result, there will only be 3.8% of old small meters and 2.3% of old large meters remaining in operation by the end of the financial year. As a consequence, the percentage of those meters now operating at their desired accuracy has risen to 96.7 from the 96.4 for the period 2013/14.
We have launched an AMR pilot scheme for selected residential buildings in Un Chau Estate in Sham Shui Po, the Sheung Shui Disciplined Services Quarters and Cheung Lung Wai Estate in Sheung Shui in order to review the technical performance of the AMR system in high rise buildings. From the metering data collected so far and our initial analysis, the performance of the AMR system is promising. We will also explore the feasibility and cost-effectiveness of implementing the AMR system in new sites with a view to setting the direction for future development of the AMR system.
The Customer Liaison Group (CLG) was formed in July 1993 and is chaired by the Deputy Director of Water Supplies and comprises thirty members from different sectors of the community. The CLG meetings are held once every four months. Many constructive views and suggestions concerning water supply services have been put forward by the Group’s members and this has served as an effective communication channel between the Department and our customers. During the past year, members have visited the Water Resources Education Centre and Ma On Shan Water Treatment Works. Presentations were also given to members on “results of 2013 Opinion Survey on Customer Enquiry Centre Services”, “new items included in the Water Efficiency Labelling Scheme – Flow Controllers”, “installation of Fresh Water Cooling Towers”, “simplified e-bill services”, “seawater desalination in Hong Kong” and “conversion of the flushing supply from fresh water to salt water in the Northwest New Territories and Pok Fu Lam”.
Following strict international guidelines, the Department carries out extensive testing of the water quality at every stage until it reaches the connection point to the customers in order to ensure a safe, drinkable water supply. However, once the water supply is within the internal plumbing system, the owners of the property must assume responsibility for keeping it clean and safe. For this reason we have developed the subject scheme for buildings, which covers domestic as well as commercial and industrial buildings. To date 4,004 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.
This scheme is aimed at encouraging proper maintenance of internalflushing systems in buildings. This scheme is to reduce failuresin flushing water supplies due to poorly maintained systems in buildings. This scheme also covers domestic as well as commercial recognition of the high quality maintenance of their internal flushing and industrial buildings. So far the WSD has awarded 1,190 Blue certificates to building owners/management companies in plumbing systems.
Number of Accounts (as at 31 March 2015) Diagram
Last revision date: 1 Jun 2016
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