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OThER InfORMATIOn
CUSTOMER SERVICE
CUSTOMER SERVICE
(Total no. of complaints received in the
CS1/1: No. per 1000 accounts of compliants received period concerned / Total no. of accounts in 5
the same period) x 1000
CS1/2: No. per 1000 properties of complaints received (Total no. of complaints received in the
Complaints Received relating to reliability of supply ( i.e. on quality, continuity period concerned / Total no. of accounts in 1.3
& pressure ) the same period) x 1000
CS1/3: No. per 1000 properties of complaints relating (Total no. of complaints received in the
to account payments, billing errors and overcharging / period concerned / Total no. of accounts in 0.1
undercharging the same period) x 1000
CS2/1: No of complaints that are resoloved
a. within 1 day (No. of complaints that are resolved within 100.0%
the respective time fram for the period
Complaint Response/Resolution b. within 2 days concerned / Total no. of compliants 100.0%
c. within 5 days concerned in the same period) x 100% 100.0%
c. within 10 days 100.0%
CSS3/1: % of NS connections installed after fee payment No. of NS connections installed within the
within 2 day respective time frame/Total no. of NS 47.7%
within 4 days Application X 100% 93.0%
within 7 days 100.0%
CSS3/2/1: % of requested disconnections done
New Service (NS) Connections & Disonnections/ a. within 1 day No. of requested disconnections done 85.2%
within the respective time frame/Total no.
Reconnections b. within 2 days of disconnections requested x 100% 93.6%
c. within 3days 100.0%
CS3/2/2 % of requested reconnections done No. of requested reconnections done
a. within 1 day within the respective time frame/ Total no. 85.7%
b. within 2 days of reconnections requested x 100% 92.5%
c. within 3days 100.0%
OPERATIONAL PERFORMANCE
OPERATIONAL PERFORMANCE
OP1/1: No. of accounts per meter reader No. of accounts / No. of meter readers 4,731
Meter Reader Efficiency
OP1/2: No. of accounts actually read/ billed per meter No. of accounts actually read/billed / 4,731
reader No. of meter readers
OP2/1:Staff cost per cu. m water produced (RM) Staff Cost for period concerned / Volume 0.15
of water produced for same period
Staff Efficiency OP/2/2: No. of accounts per employee No. of accounts / No. of employees 371
OP/2/3: Water produced per employee (m ) 3 Volume of water produced for period
concerned / No. of employees 24,770
OP3/1: Organisation Energy cost per cu. m water Cost of electricity & fuel for whole 0.11
produced (RM) organisation / Volume of water produced
Energy Efficiency
OP3/2: Production Energy cost per cu. m water Cost of electricity & fuel for production /
produced (RM) Volume of water produced 0.09
Chemical Efficiency OP/4: Chemical cost per cu. m water produced (RM) Cost of chemical/Volume of water produced 0.04
OP5 Non-Revenue Water Volume of NRW for period concerned /
OP5/1: % of total volume produced Total volume delivered from the plant x 35%
100 %
(Total no. of connections x No. of days)
NRW OP5/2: Volume (litres) per connection per day Volume of NRW for period concerned/ 752
3
OP5/3: Volume (m ) per km of mains per day Volume of NRW for period concerned/ 38
(Total no. of km of mains x No. of days)
OP5/4: Infrustructure leak index ILI = CARL/UARL 18
Sibu Water board 85
CUSTOMER SERVICE
CUSTOMER SERVICE
(Total no. of complaints received in the
CS1/1: No. per 1000 accounts of compliants received period concerned / Total no. of accounts in 5
the same period) x 1000
CS1/2: No. per 1000 properties of complaints received (Total no. of complaints received in the
Complaints Received relating to reliability of supply ( i.e. on quality, continuity period concerned / Total no. of accounts in 1.3
& pressure ) the same period) x 1000
CS1/3: No. per 1000 properties of complaints relating (Total no. of complaints received in the
to account payments, billing errors and overcharging / period concerned / Total no. of accounts in 0.1
undercharging the same period) x 1000
CS2/1: No of complaints that are resoloved
a. within 1 day (No. of complaints that are resolved within 100.0%
the respective time fram for the period
Complaint Response/Resolution b. within 2 days concerned / Total no. of compliants 100.0%
c. within 5 days concerned in the same period) x 100% 100.0%
c. within 10 days 100.0%
CSS3/1: % of NS connections installed after fee payment No. of NS connections installed within the
within 2 day respective time frame/Total no. of NS 47.7%
within 4 days Application X 100% 93.0%
within 7 days 100.0%
CSS3/2/1: % of requested disconnections done
New Service (NS) Connections & Disonnections/ a. within 1 day No. of requested disconnections done 85.2%
within the respective time frame/Total no.
Reconnections b. within 2 days of disconnections requested x 100% 93.6%
c. within 3days 100.0%
CS3/2/2 % of requested reconnections done No. of requested reconnections done
a. within 1 day within the respective time frame/ Total no. 85.7%
b. within 2 days of reconnections requested x 100% 92.5%
c. within 3days 100.0%
OPERATIONAL PERFORMANCE
OPERATIONAL PERFORMANCE
OP1/1: No. of accounts per meter reader No. of accounts / No. of meter readers 4,731
Meter Reader Efficiency
OP1/2: No. of accounts actually read/ billed per meter No. of accounts actually read/billed / 4,731
reader No. of meter readers
OP2/1:Staff cost per cu. m water produced (RM) Staff Cost for period concerned / Volume 0.15
of water produced for same period
Staff Efficiency OP/2/2: No. of accounts per employee No. of accounts / No. of employees 371
OP/2/3: Water produced per employee (m ) 3 Volume of water produced for period
concerned / No. of employees 24,770
OP3/1: Organisation Energy cost per cu. m water Cost of electricity & fuel for whole 0.11
produced (RM) organisation / Volume of water produced
Energy Efficiency
OP3/2: Production Energy cost per cu. m water Cost of electricity & fuel for production /
produced (RM) Volume of water produced 0.09
Chemical Efficiency OP/4: Chemical cost per cu. m water produced (RM) Cost of chemical/Volume of water produced 0.04
OP5 Non-Revenue Water Volume of NRW for period concerned /
OP5/1: % of total volume produced Total volume delivered from the plant x 35%
100 %
(Total no. of connections x No. of days)
NRW OP5/2: Volume (litres) per connection per day Volume of NRW for period concerned/ 752
3
OP5/3: Volume (m ) per km of mains per day Volume of NRW for period concerned/ 38
(Total no. of km of mains x No. of days)
OP5/4: Infrustructure leak index ILI = CARL/UARL 18
Sibu Water board 85
