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Performance Targets and Achievements

2024/25 Performance Targets and 2023/24 Achievements

Daily Water Supply Services

Services 2024/25 Performance Targets 2023/24 Achievements
Fresh water quality 100% compliance with the Hong Kong Drinking Water Standards Target achieved
Flushing water quality i 97% compliance with WSD Water Quality Objectives Target achieved
Supply pressure
- fresh water supply 15 - 30 metres ii 100%
- flushing water supply i 15 metres ii 100%
Response time for attendance to fault complaints
- fresh water supply fault iii Half a day 100%
- others 24 hours 100%
Notice for planned suspension of water supply 4 working days’ advance notice 100%
Duration of suspension of water supply for planned work 98% within 8 hours Target achieved
Time after receipt of report of burst main for valve closure to enable repair works to start
- for pipe diameter up to 300mm 80% within 1 hour and 15 minutes   Target achieved
- for pipe diameter above 300mm to 600mm 80% within 2 hours Target achieved
Duration of supply interruption due to
- fresh water main burst 70% within 7 hours Target achieved
- flushing water main burst i 80% within 24 hours  Target achieved
Provision of emergency temporary fresh water supply after isolation of burst main 90% within 3 hours iv v
 Target achieved

Account-related Services

Services 2024/25 Performance Targets 2023/24 Achievements
Taking up of consumership
- in person 15 minutes vi 100%
- by phone 99 % within 15 minutes vi
 99.80%
- by post 7 working days vii
 100%
- by fax 7 working days vii
 100%
- by email 7 working days vii
 100%
- by Electronic Services Delivery viii ☺ 7 working days vii New performance target for 2024/25
Issue of final bill upon closure of account 3 working days 100%
Refund of water deposit 9 working days ix 96.33%
Application for autopay 3 working days x 100%

Meter-related Services

Services 2024/25 Performance Targets 2023/24 Achievements
Reply to application for metered supply to new building projects 20 working days 100%
Proportion of accurate water meters 98% with inaccuracy not exceeding ±3% Target achieved
Meter Testing 8 working days xi
 100%
Accuracy of meter readings 99.95% Target achieved
Fixing of water meters for new accounts 2 working days 100%
Reconnection of water supply 1 working day xii
 100%
Issue of meter test report 3 working days xiii
 100%
Inspection of new building projects 7 working days xiv
 100%
Issue of “Certificate Regarding Water Supply Connection (Form WWO 1005)” 10 calendar days xv
 100%

Telephone Enquiry Services

Services 2024/25 Performance Targets 2023/24 Achievements
Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre 99% Target achieved
Success rate of calls connected to operators 94% Target achieved
Waiting time for operator service (Emergency Nature) 75% not more than 30 seconds Target achieved

Other Services

Services 2024/25 Performance Targets 2023/24 Achievements
Application for fishing licence
- by post 3 working days 100%
- in person 10 minutes 100%
Interim reply to correspondence from the public 10 calendar days 100%
Reply to application for plumber licence 10 working days 99.98%
Conducting publicity campaigns and seminars for promotion of combating unauthorised water consumption 70 nos. Target achieved
Initiating an investigation after receiving a complaint on suspected unauthorised water consumption within one day 92%  Target achieved

Notes:

  1. Flushing water refers to the saltwater and recycled water supplied by WSD for flushing purpose.
  2. Minimum residual head in the distribution systems except at their extremities.
  3. Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.
  4. Emergency temporary fresh water supply except in times of “extreme conditions” arising from adverse weather or other dangerous conditions.
  5. Emergency temporary water supply, which will normally not be provided for supply interruptions expected to last for not more than 3 hours, will be provided in the form of standpipes, water tanks or water wagons.
  6. Processing time.
  7. Complete process upon receipt of completed application, including finalising account of the outgoing customer.
  8. ☺ New performance target for 2024/25.
  9. The cheque for refund of water deposit will be issued within 9 working days after issue of final bill.
  10. Upon receipt of notification from banks.
  11. From removal of the meter to meter test.
  12. After payment has been received.
  13. After the water meter test has been conducted.
  14. Upon report of completion of plumbing works by the licensed plumber.
  15. After
    (a) receipt of application form WWO 132 Pt II;
    (b) the plumbing works have been inspected to the satisfaction of the Water Authority; and
    (c) water supply connection has been made.