Service Call Response Time

2008 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

2008 PERFORMANCE = 84% Measures the amount of time you are without sewer service or are asked to limit your use. TARGET = 90% Service will be restored within four hours of receiving the customer call for 90% of all interruptions occurring within any calendar month.

Customer Satisfaction

2008 PERFORMANCE = 97% 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

2008 PERFORMANCE = .55 Measures the number of sewer overflows originating within the District’s system per 100 miles of sewer main lines. TARGET = .40 The District’s target is a 15% reduction from 2007 or .40 sewer overflows per 100 miles of sewer main lines.

Lower Lateral Overflow Rate

2008 PERFORMANCE = 8.9 Measures the number of sewer overflows originating within the District’s system per 100 miles of sewer lower lateral lines. TARGET = 5.7 The District’s target is a 15% reduction from 2007 or 5.7 sewer overflows per 100 miles of sewer lower lateral lines.

Back-ups Into Structures Rate

2008 PERFORMANCE = 1.63 Measures the number of sewer back-ups into structures (BIS) per 10,000 connections to our District’s system. TARGET = 1.03 The District’s target is a 15% reduction from 2007 or 1.03 BIS events per 10,000 connections to our system