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Service Levels

How Do We Measure Up?

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 are also an indication of how successful our Sewer System Management Plan (SSMP) is. Think of a service level as a performance goal. For example, SASD has a goal of responding to customer service calls within two hours for 95% of the calls received. Achieving this goal is one way SASD works toward effectively accomplishing our important missionTo efficiently collect sewage from homes and businesses within the Sacramento area. and visionTo provide the best value of any sewage collection utility in California, as measured by cost and level of service.. To see how we are measuring up, check out our most current report card, or view archived report cards. To comment, click here.

At the District, we continually ask ourselves, "How do we measure up?" to get a sense for how well we are serving our customers, meeting their expectations, and fulfilling our mission.

In talking with our customers and stakeholders, we have identified a core set of seven 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.

Drawing on the feedback that customers and stakeholders provided during a series of focus groups, phone interviews and surveys, we have worked hard to develop and refine appropriate categories for measuring how well we deliver our services and meet our mission.

Please feel free to peruse the specifics of each of our core service levels by navigating to each of the individual pages.

Click on any chart below to enlarge.

Measures the percentage of on-time arrivals to a customer service request call. Service Call Response Time	Measures the percentage of customers whose sewer service is restored within the on-time window with no sewer use limitation for the customer. Service Restoration Time	Measures 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. Development Submittal Review Time
Indicates the percent of positive responses from customers via an anonymous survey. After a service call, the District contacts each customer asking them to rate the overall quality of the service provided. Customer Satisfaction	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. Main Line Overflow Rate	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. Lower Lateral Overflow Rate
Measures the number of times, per 10,000 connections, that a stoppage in the District'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.) Backups Into Structures Rate

For more information about this program, or to provide your feedback about the service levels, please contact Rosemary Clark at (916) 875-6663 or via e-mail at clarkr@sacsewer.com

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