Service Levels

Annual Trends

The charts on this page show our service levels for each of the years since measurement began. 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. To comment on our SSMP, click here.

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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