Service Levels Report Card

General information

To provide the best overall service to you, our performance is graded annually so we may make necessary adjustments to resources, equipment, and processes to maintain balance amount our service levels.

This report card provides an overview of our established service levels and demonstrates that we met or exceeded seven of seven targets in 2018.

Target Met
Target Missed
Service Level 2018 Target 2018 Performance Target Met?
Service Call Response Time 95% 99%
Service Restoration Time 90% 97%
Development Submittal Review Time 90% 96%
Customer Satisfaction 90% 94%
Main Line Overflow Rate 0.45 sewer overflows
per 100 miles
0.29
Lower Lateral Overflow Rate 7.4 sewer overflows
per 100 miles
3.4
Backups Into Structures Rate 0.64 BIS events per 10,000 connections 0.63

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