Service Call Response Time

2009 PERFORMANCE = 96% Measures how frequently staff arrives on-time while responding to a customer service request call. TARGET = 95% Staff will arrive onsite within two hours of a customer service request call for 95% of all service calls occurring within any calendar month.

Service Restoration Time

2009 PERFORMANCE = 89% Measures the percentage of time our customers' sewer service is restored within the on-time window and with no use limitations. TARGET = 90% Service will be restored within four hours of receiving the customer call for 90% of all interruptions occurring within any calendar month. The on-time window extends to six hours when excavation of the lower lateral is needed.

Customer Satisfaction

2009 PERFORMANCE = 94% Measures the percentage of positive responses by customers in an anonymous survey mailed after each time we respond to a service call. TARGET = 90% Of those responding to the anonymous survey, 90% will rate the service they received as "good" or "excellent".

Main Line Overflow Rate

2009 PERFORMANCE = .59 Measures the number of sewer overflows originating within the District’s system per 100 miles of sewer main lines. TARGET = .54 The District's target is a set value of 0.54 sewer overflows per 100 miles of sewer main lines.

Lower Lateral Overflow Rate

2009 PERFORMANCE = 8.19 Measures the number of sewer overflows originating within the District’s system per 100 miles of sewer lower lateral lines. TARGET = 8.7 The District's target is a set value of 8.70 sewer overflows per 100 miles of sewer lower lateral lines.

Backups Into Structures Rate

2009 PERFORMANCE = 1.18 Measures the number of sewer backups into structures (BIS) per 10,000 connections to our District’s system. TARGET = 1.04 The District's target is a set value of 1.04 BIS events per 10,000 connections to our system.