Service Levels
We keep our finger on the pulse of how well we serve our customers, meet their expectations, and fulfill our mission.
1.6 Million Customers
In talking with our customers and stakeholders, we have identified seven core service levels that are particularly important to—and clearly affect—our customers. Simply put, these levels measure the aspects of our service that customers care about most.
What is a service Level?
Our service levels demonstrate the quality of service our customers receive as a result of their monthly sewer rate payment. Service levels also indicate how successful our Sewer System Management Plan is.
Think of a service level as a performance goal and our commitment to you. For example, SacSewer aims to respond to customer service calls within two hours for 95% of the calls received.
Achieving this goal is one way SacSewer works toward effectively accomplishing our important mission and vision. Check out our most current report card to see how we are measuring up.
2023 Service Level Report cards
Our performance is graded annually to provide the best overall service to you, so we may make necessary adjustments to resources, equipment, and processes to maintain a balanced amount of our service levels.
These report cards provide an overview of our established service levels.
Sewage Collection
Sewage Treatment and Resource Recovery Service Levels
Sewage Collection
Target Met
Target Missed
Service Call Response Time
Target 95%
Performance 99%
Service Restoration Time
Target 90%
Performance 95%
Development Submittal Review Time
Target 90%
Performance 97%
Customer Satisfaction
Target 90%
Performance 96%
Main Line Overflow Rate
Target 0.45 sewer overflows per 100 miles
Performance 0.24
Lower Lateral Overflow Rate
Target 7.3 sewer overflows per 100 miles
Performance 2.6
Backups Into Structures Rate
Target 0.64 BIS events per 10,000 customers
Performance 0.4
Sewage Treatment and Resource Recovery Service Levels
Target Met
Target Missed
Water Quality Violations
Target ≤5
Performance 3
Major Sanitary Sewer Overflows
Target ≤1
Performance 1
Major EchoWater Facility Spills
Target 0
Performance 0
Interceptor Odor Events
Target ≤6
Performance 1
EchoWater Facility Odor Events
2022 Target ≤8
Performance 6
Biosolids Recycling (equivalent acres/year)
Target 3,000-3,650
Performance 4,256
Water Recycling (equivalent acres/year)
Target 200-300
