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Month: |
May |
Year: |
2021 |
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| PERFORMANCE MEASURE |
KEY PERFORMANCE INDICATORS |
Formula |
CURRENT MONTH |
Best To Date |
Worst To Date |
Average |
| WATER SERVICES PERFORMANCE |
| Treated Water Quality |
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| Treated Water Quality Compliance Rate (% of water quality tests that meet the NDWQ Standards) |
WS2/1: (% of water quality tests that meet the NDWQ Standard) |
(No. of tests that comply / Total No. of tests carried out) x 100% |
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| a. Residue Chlorine |
100% |
100% |
100% |
100% |
| b. pH |
100% |
100% |
100% |
100% |
| c. E Coli |
100% |
100% |
100% |
100% |
| d. Aluminium |
100% |
100% |
100% |
100% |
| e. Turbidity |
100% |
100% |
100% |
100% |
| f. Iron |
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100% |
| g. Manganese |
100% |
100% |
100% |
100% |
| h. Ammonia |
100% |
100% |
100% |
100% |
| i. Residual Chlorine & E Coli |
100% |
100% |
100% |
100% |
| WS2/2: Water Quality Index |
100% |
100% |
100% |
100% |
| Sampling Performance |
WS3:% of sampling carried out versus scheduled number of sampling |
( No. of actual sampling carried out / Total no. of scheduled sampling ) x 100 |
100% |
100% |
100% |
100% |
| Number of Complaints Index |
WS4: No. of complaints relating to drinking water quality received per 1000 accounts |
(No. of compliants on DW quality / Total no. of services) x 1000 |
0.119 |
0.093 |
0.212 |
0.138 |
| Continuity of Water Supply |
| Interruption/Restoration of Water Supply Due to Main Burst |
WS6/1: The no. of bursts and leaks per km. of mains in the trunk and reticulation system resulting in the drinking water mains being shut down. |
Total no. of bursts & leaks in the supply area / Total length of mains in the supply area |
0.042 |
0.026 |
0.047 |
0.037 |
| WS6/2: % restoration of water supply for main bursts effected: |
No. of restoration of water supply within respective time frame / Total no. of main bursts x 100%
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| a. Within 6 hours |
93.7% |
100.0% |
93.7% |
96.8% |
| a. Within 12 hours |
100.0% |
100.0% |
100.0% |
100.0% |
| a. Within 24 hours |
100.0% |
100.0% |
100.0% |
100.0% |
| Water Supply Continuity Complaints |
WS7: No. of complaints relating to water supply continuity received per 1,000 accounts |
No. of complaints on DW Continuity/Total no. of accounts x 1,000
|
0.45 |
0.17 |
0.57 |
0.41 |
| Security of Supply |
| Security of Supply |
WS11: % of treatment plant reserve margin for supply area |
(Effective plant capacity - current actual production)/effective plant capacity x 100% |
13% |
15% |
12% |
13% |
| CUSTOMER SERVICE |
| Complaints Received |
CS1/1: No. per 1000 accounts of compliants received |
(Total no. of complaints received in the period concerned / Total no. of accounts in the same period) x 1000 |
4 |
3 |
5 |
4 |
| CS1/2: No. per 1000 properties of complaints received relating to reliability of supply ( i.e. on quality, continuity & pressure ) |
(Total no. of complaints received in the period concerned / Total no. of accounts in the same period) x 1000 |
1.2 |
0.9 |
1.7 |
1.3 |
| CS1/3: No. per 1000 properties of complaints relating to account payments, billing errors and overcharging / undercharging |
(Total no. of complaints received in the period concerned / Total no. of accounts in the same period) x 1000 |
0.0 |
0.0 |
0.6 |
0.3 |
| Complaint Response/Resolution |
CS2/1: No of complaints that are resoloved |
(No. of complaints that are resolved within the respective time fram for the period concerned / Total no. of compliants concerned in the same period) x 100% |
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| a. within 1 day |
100.0% |
100.0% |
100.0% |
100.0% |
| b. within 2 days |
100.0% |
100.0% |
100.0% |
100.0% |
| c. within 5 days |
100.0% |
100.0% |
100.0% |
100.0% |
| c. within 10 days |
100.0% |
100.0% |
100.0% |
100.0% |
| New Service (NS) Connections & Disonnections/Reconnections |
CSS3/1: % of NS connections installed after fee payment |
No. of NS connections installed within the respective time frame/Total no. of NS Application X 100% |
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| within 2 day |
28.1% |
55.3% |
28.1% |
45.4% |
| within 4 days |
57.3% |
96.5% |
57.3% |
80.5% |
| within 7 days |
100.0% |
100.0% |
100.0% |
100.0% |
| CSS3/2/1: % of requested disconnections done |
No. of requested disconnections done within the respective time frame/Total no. of disconnections requested x 100% |
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| a. within 1 day |
15.8% |
90.9% |
2.3% |
12.2% |
| b. within 2 days |
45.6% |
95.5% |
25.0% |
39.4% |
| c. within 3days |
100.0% |
100.0% |
100.0% |
100.0% |
| CS3/2/2 % of requested reconnections done |
No. of requested reconnections done within the respective time frame/Total no. of reconnections requested x 100% |
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| a. within 1 day |
10.4% |
96.8% |
4.2% |
18.8% |
| b. within 2 days |
39.6% |
98.4% |
27.1% |
45.2% |
| c. within 3days |
100.0% |
100.0% |
100.0% |
100.0% |
| OPERATIONAL PERFORMANCE |
| Meter Reader Efficiency |
OP1/1: No. of accounts per meter reader |
No. of accounts / No. of meter readers |
5,037 |
5,037 |
5,002 |
5,022 |
| OP1/2: No. of accounts actually read/ billed per meter reader |
No. of accounts actually read/billed / No. of meter readers |
5,037 |
5,037 |
5,002 |
5,022 |
| Staff Efficiency |
OP2/1:Staff cost per cu. m water produced (RM) |
Staff Cost for period concerned / Volume of water produced for same period |
0.14 |
0.14 |
0.16 |
0.15 |
| OP/2/2: No. of accounts per employee |
No. of accounts / No. of employees |
398 |
403 |
394 |
397 |
| OP/2/3: Water produced per employee (m3) |
Volume of water produced for period concerned / No. of employees |
27,826 |
28,107 |
25,228 |
27,117 |
| Energy Efficiency |
OP3/1: Organisation Energy cost per cu. m water produced (RM) |
Cost of electricity & fuel for whole organisation / Volume of water produced |
0.18 |
0.10 |
0.18 |
0.13 |
| OP3/2: Production Energy cost per cu. m water produced (RM) |
Cost of electricity & fuel for production / Volume of water produced |
0.17 |
0.08 |
0.17 |
0.12 |
| Chemical Efficiency |
OP/4: Chemical cost per cu. m water produced (RM) |
Cost of chemical/Volume of water produced |
0.02 |
0.02 |
0.03 |
0.03 |
| NRW |
OP5 Non Revenue Water OP5/1: % of total volume produced |
Volume of NRW for period concerned / Total volume delivered from the plant x 100 % |
45% |
35% |
45% |
40% |
| OP5/2: Volume (litres) per connection per day |
Volume of NRW for period concerned/(Total no. of connections x No. of days) |
1,013 |
795 |
1,013 |
903 |
| OP5/3: Volume (m3) per km of mains per day |
Volume of NRW for period concerned/(Total no. of km of mains x No. of days) |
52 |
40 |
52 |
46 |
| OP5/4: Infrustructure leak index |
ILI = CARL/UARL |
22 |
21 |
22 |
22 |
Sarawak ID
