How Do We Measure Up?
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 2021.
- Target Met
- Target Missed
|Service Level||2021 Target||2021 Performance|
|Service Call Response Time||95%||99%|
|Service Restoration Time||90%||96%|
|Development Submittal Review Time||90%||97%|
|Main Line Overflow Rate||0.45 sewer overflows
per 100 miles
|Lower Lateral Overflow Rate||7.3 sewer overflows
per 100 miles
|Backups Into Structures Rate||0.64 BIS events per 10,000 connections||0.56|
Measures the percentage of customers whose sewer service is restored within the on-time window with no sewer use limitation for the customer.
SacSewer staff will restore service within four hours of receipt of the customer call for 90% of all service interruptions occurring within any calendar month. The on-time window is extended to six hours when excavation of the lower lateral is needed.
Measures the number of times, per 10,000 connections, that a stoppage in SacSewer’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.)
A target of 0.64 events or lower per 10,000 connections to SacSewer system.
Measures sewer overflows originating within SacSewer’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.
A target of 0.45 sewer overflows or lower per 100 miles of sewer main lines.
Measures the number of sewer overflows originating within SacSewer’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.
A target of 7.3 sewer overflows or lower per 100 miles of sewer lower lateral lines.