Service Levels
Report Cards
Collection System
In 2024, we met all seven of our collection system service levels.
| SERVICE LEVEL | 2024 TARGET | 2024 Performance | Target Met |
|---|---|---|---|
| Service Call Response Time | 95% | 99% |  |
| Service Restoration Time | 90% | 98% | |
| Development Submittal Review Time | 90% | 98% | |
| Customer Satisfaction | 90% | 95% | |
| Main Line Overflow Rate | 0.45 sewer overflows per 100 miles | 0.19 | |
| Lower Lateral Overflow Rate | 7.3 sewer overflows per 100 miles | 2.3 | |
| Backups Into Structures Rate | 0.64 BIS events per 10,000 customers | 0.23 | |
Everyone involved in this project was great from the first crewmember that stopped the problem all the way to the crew that did the work. You should be proud of your staff—they are professional and represent your business in an A+ manner.
Treatment and Resource Recovery
In 2024, we met six of our seven treatment and resource recovery service levels.
| SERVICE LEVEL | 2024 TARGET | 2024 Performance | Target Met |
|---|---|---|---|
| Water Quality Violations | ≤5 | 0 | |
| Major Sanitary Sewer Overflows | ≤1 | 2 |  |
| Major EchoWater Facility Spills | 0 | 0 | |
| Interceptor Odor Events | ≤6 | 3 | |
| EchoWater Facility Odor Events | ≤8 | 3 | |
| Biosolids Recycling (equivalent acres/year) | 3,000–3,650 | 3,511 | |
| Water Recycling (equivalent acres/year) | 200–300 | 440 | |
