Service Levels Report Card
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 2020.
- Target Met
- Target Missed
| Service Level | 2020 Target | 2020 Performance |
|---|---|---|
| Service Call Response Time | 95% | 98%  |
| Service Restoration Time | 90% | 94% |
| Development Submittal Review Time | 90% | 97% |
| Customer Satisfaction | 90% | 95% |
| Main Line Overflow Rate | 0.45 sewer overflows per 100 miles |
0.23 |
| Lower Lateral Overflow Rate | 7.3 sewer overflows per 100 miles |
3.5 |
| Backups Into Structures Rate | 0.64 BIS events per 10,000 connections | 0.49 |
