To strive for continual improvement in sustainability performance, DSD has set out a number of targets to track our performance in various aspects. In 2013-14, we have met most of our targets regarding environmental protection, social performance and service quality. Details of our achievements during the year and the targets for 2014-15 are presented in the following tables.
| Service | Pledge | Performance Target 2013-14 | End-year Achievement |
|---|---|---|---|
| Clearance of blocked sewers/drains | Respond within the same day for complaints received before 1 pm | 99% | 99.69% |
| Respond before noon of next day for complaints received after 1 pm | 99% | 99.57% | |
| Customers satisfy with the clearing work[1] | 95% | 99.14% | |
| Technical audit for connection to the public drainage/sewerage systems | Reply to the applicant within nine working days upon receipt of HBPI application | 99% | 100% |
| Response to written enquiries on sewage services accounts | Initial respond within two working days | 100% | 100% |
| Full reply within a month | 98% | 99% | |
| Response to complaints and enquiries | Respond within ten calendar days | 98% | 98.52% |
| Provision of drainage record plans | Allow inspection of drainage record plans within the same day | 95% | 100% |
| Provide photocopy of drainage record plans within 4 working days upon confirmation of payment | 95% | 100% | |
| On-site display of the purpose and anticipated completion date of drainage works involving road excavation | A simple description of drainage works with anticipated completion date will be displayed on site to enable the public to understand why the works are necessary and when they will be completed | 98% | 99.94% |
| [1] | The customer satisfaction survey on the clearance of blocked sewers/drains is conducted once a week by selecting the respondents randomly. |
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| Service | Pledge | Performance Target 2014-15 |
|---|---|---|
| Clearance of blocked sewers/drains | Respond within the same day for complaints received before 1 pm | 99% |
| Respond before noon of next day for complaints received after 1pm | 99% | |
| Customers satisfy with the clearing work[1] | 95% | |
| Technical audit for connection to the public drainage/sewerage systems | Reply to the applicant within nine working days upon receipt of HBPI application | 99% |
| Response to written enquiries on sewage services accounts | Initial respond within two working days | 100% |
| Full reply within a month | 98% | |
| Response to complaints and enquiries | Respond within ten calendar days | 98% |
| Provision of drainage record plans | Allow inspection of drainage record plans within the same day | 95% |
| Provide photocopy of drainage record plans within four working days upon confirmation of payment | 95% | |
| On-site display of the purpose and anticipated completion date of drainage works involving road excavation | A simple description of drainage works with anticipated completion date will be displayed on site to enable the public to understand why the works are necessary and when they will be completed | 98% |
| [1] | The customer satisfaction survey on the clearance of blocked sewers/drains is conducted once a week by selecting the respondents randomly. |
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