Sewage Collection Service Levels
Learn more about our established service levels and how we measure up in 2023.
Service Call Response Time
Target: 95%
Performance: 99%
Target Met
Measures the percentage of on-time arrivals to a customer service request call.
SacSewer staff will arrive onsite within two hours of a customer service request call for 95% of all service calls occurring within any calendar month.
Service Restoration Time
Target: 90%
Performance: 95%
Target Met
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.
Development Submittal Review Time
Target: 90%
Performance: 97%
Target Met
Measures the customer service provided to the development community. This service level refers to the percent of development applications, improvement plans, and sewer study submittals that are reviewed and returned to the developer within the time standards established.
SacSewer staff will return comments within the review time standards for 90% of all complete developer submittals within any calendar month. The types of submittals with their review times include review of sewer development applications within 15 working days, review of improvement plans within 20 working days, and review of sewer studies/design reports within 25 working days.
Customer Satisfaction
Target: 90%
Performance: 96%
Target Met
Indicates the percentage of positive responses from customers via an anonymous survey. After a service call, SacSewer contacts each customer asking them to rate the overall quality of the service provided.
90% of customers responding rate the service they received as good or excellent.
Main Line Overflow Rate
Target: 0.45
Performance: 0.24
Target Met
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.
Lower Lateral Overflow Rate
Target: 7.3
Performance: 2.6
Target Met
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.
Backups Into Structures Rates
Target: 0.64
Performance: 0.4
Target Met
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.
Service Level Report Cards
Learn more about our service level report cards.
