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

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