Service Levels

We keep our finger on the pulse of how well we serve our customers, meet their expectations, and fulfill our mission.

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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.

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2022 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.
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