Service Commitments
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 six core service commitments that are particularly important to—and clearly affect—our customers. Simply put, these commitments measure the aspects of our service that customers care about most.
What is a service commitment?
Our service commitments demonstrate the quality of service our customers receive as a result of their monthly sewer rate. Service commitments also indicate how successful our Sewer System Management Plans are.
Think of a service commitment 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.
Service Call Response Time
Target: 95%
Measures the percentage of on-time arrivals to a customer service request call.
SacSewer 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
Target: 90%
Measures the percentage of customers whose sewer service is restored within the on-time window with no sewer use limitation for the customer.
SacSewer staff will restore service within four hours of receipt of the customer call for 90% of all service interruptions occurring within any calendar month. The on-time window is extended to six hours when excavation of the lower lateral is needed.
Development Submittal Review Time
Target: 90%
Measures the customer service provided to the development community. This service level refers to the percent of development entitlement applications, improvement plans, and sewer study submittals that are reviewed and returned to the developer within the time standards established. The submittals may include review for lower lateral, collector, trunk, and interceptor-sized facilities.
SacSewer staff is committed to return comments within the review time standards a minimum of 90% of all complete developer submittals, within any calendar month. The review time standards are: development entitlement applications within 15 working days, review of first submittal improvement plans within 20 working days, review of resubmittal improvement plans within 10 working days, review of improvement plans revisions within 5 working days, and review of sewer studies/design reports (submittals and resubmittals) within 25 working days.
Customer Satisfaction
Target: 90%
Indicates the percent of positive responses from customers via an anonymous survey. After a service call, SacSewer contacts each customer asking them to rate the overall quality of the service provided.
90% of customers responding rate the service they received as good or excellent.
Non-Lateral Spill Rate
Target: 0.43
Measures non-lateral sewer spills originating within SacSewer’s system per 100 miles of non-lateral sewer lines in any calendar month, regardless of the volume or whether the sewage enters a waterway. It takes into consideration the fact that a larger system, similarly managed, will experience more overflows than a smaller one.
A target of 0.43 non-lateral sewer spills or lower per 100 miles of non-lateral sewer lines.
Lateral Spill Rate
Target: 6.6
Measures lower-lateral sewer spills originating within SacSewer’s collection system per 100 miles of lower lateral sewer lines in any calendar month, regardless of the volume or whether the sewage enters a waterway. It takes into consideration the fact that a larger system, similarly managed, will experience more spills than a smaller one.
A target of 6.6 lower-lateral sewer spills or lower per 100 miles of lower-lateral sewer lines.
