2010 PERFORMANCE = 97%
This service level measures the percentage of on-time arrivals to a customer service request call.
TARGET = 95%
SASD 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
91%
Service Restoration Time
2010 PERFORMANCE = 91%
This service level measures the percentage of customers whose sewer service is restored within the on-time window with no sewer use limitation for the customer.
TARGET = 90%
SASD 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
98%
Development Submittal Review Time
2010 PERFORMANCE = 98%
This service level is a measure of the customer service provided to the development community. It refers to the percent of development applications, improvement plans, and sewer study submittals that are reviewed and returned to the developer within time standards established.
TARGET = 90%
SASD staff will return comments within the review time standards for 90% of all complete developer submittals within any calendar month. The types of submittals with their review times include review of sewer development applications within 15 working days, review of improvement plans within 20 working days, and sewer studies within 25 working days.
Customer Satisfaction
95%
Customer Satisfaction
2010 PERFORMANCE = 95%
This service level indicates the percent of positive responses from customers via an anonymous survey. After a service call, SASD contacts each customer asking them to rate the overall quality of the service provided.
TARGET = 90%
90% of those responding to rate the response they received as good or excellent.
Main Line Overflow Rate
0.57
Main Line Overflow Rate
2010 PERFORMANCE = 0.57
Measures sewer overflows originating within SASD’s system per 100 miles of sewer main 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. To view an example of a main line, see the Sewer Maintenance Diagram on page 5 of this report.
TARGET = 0.53
A set value of 0.53 sewer overflows per 100 miles of sewer main lines. This target reduces each year.
Lower Lateral Overflow Rate
7.70
Lower Lateral Overflow Rate
2010 PERFORMANCE = 7.70
This service level measures the number of sewer overflows originating within SASD's system per 100 miles of lower laterals 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. To view an example of a lower lateral, see the Sewer Maintenance Diagram on page 5 of this report.
TARGET = 8.50
A set value of 8.50 sewer overflows per 100 miles of sewer lower lateral lines. This target reduces each year.
Backups Into Structures Rate
0.94
Backups Into Structures Rate
2010 PERFORMANCE = 0.94
This service level measures the number of times per
10,000 connections that a stoppage in SASD's sewer system causes sewage to backup into a structure within any calendar month. (Plugged fixtures or stoppages within building plumbing are not considered a backup into structure.)
TARGET = 0.79
A set value of 0.79 events per 10,000 connections to our system. This target reduces each year.
The District reviews all grades annually to see where we can adjust staffing, equipment, and processes to balance performance across all service levels for the best overall service to you.
