Water Supply Asset Management Plan - 2.7.5 Customer Satisfaction (35/179)

Water Supply Asset Management PlanWater Supply Asset Management Plan - 2.7.5 Customer Satisfaction (35/179)Water Supply Asset Management Plan - (1/179)Water Supply Asset Management Plan - Water Asset Management Plan 2014 (2/179)Water Supply Asset Management Plan - (3/179)Water Supply Asset Management Plan - (4/179)Water Supply Asset Management Plan - (5/179)Water Supply Asset Management Plan - Chapter 1: Introduction (6/179)Water Supply Asset Management Plan - 1.1 Purpose - 1.2 Strategic Goals (7/179)Water Supply Asset Management Plan - (8/179)Water Supply Asset Management Plan - 1.3 Asset Management Plans (9/179)Water Supply Asset Management Plan - 1.3.1 Legislation - 1.4 Asset Management in Relation to the Planning Process (10/179)Water Supply Asset Management Plan - 1.4.1 Other Planning Documents - 1.5 Water Assets (11/179)Water Supply Asset Management Plan - 1.5.1 Blenheim Water Supply - 1.5.2 Blenheim Reticulation (12/179)Water Supply Asset Management Plan - 1.5.3 Picton Supply (13/179)Water Supply Asset Management Plan - 1.5.4 Picton Reticulation - 1.5.5 Renwick Supply and Reticulation - 1.5.6 Havelock Supply and Reticulation (14/179)Water Supply Asset Management Plan - 1.5.7 Awatere Supply and Reticulation (15/179)Water Supply Asset Management Plan - 1.5.8 Riverlands Supply and Reticulation - 1.5.9 Wairau Valley Supply and Reticulation (16/179)Water Supply Asset Management Plan - 1.6 Stakeholders - 1.7 Organisational Structure (17/179)Water Supply Asset Management Plan - 1.8 Negative Effects - 1.9 The Plan Framework - 1.10 Asset Management Planning Maturity (18/179)Water Supply Asset Management Plan - (19/179)Water Supply Asset Management Plan - Chapter 2: Levels of Service - 2.1 Strategic Overview (20/179)Water Supply Asset Management Plan - 2.2 Community Outcomes (21/179)Water Supply Asset Management Plan - 2.3 Who Are Our Customers - 2.4 What Customers Want (22/179)Water Supply Asset Management Plan - (23/179)Water Supply Asset Management Plan - 2.4.1 National Benchmarking - 2.5 What We Have To Do - Legal Obligations and Restraints (24/179)Water Supply Asset Management Plan - 2.6 What We Currently Provide (25/179)Water Supply Asset Management Plan - (26/179)Water Supply Asset Management Plan - (27/179)Water Supply Asset Management Plan - (28/179)Water Supply Asset Management Plan - (29/179)Water Supply Asset Management Plan - (30/179)Water Supply Asset Management Plan - (31/179)Water Supply Asset Management Plan - 2.7 What our Customers Would Like – Future Challenges - 2.7.1 Drinking Water Quality (32/179)Water Supply Asset Management Plan - 2.7.2 Water Losses (33/179)Water Supply Asset Management Plan - 2.7.3 Flow and Pressure - 2.7.4 Response and Service Restoration Time to Customer Service Requests (34/179)Water Supply Asset Management Plan - 2.7.5 Customer Satisfaction (35/179)Water Supply Asset Management Plan - 2.7.6 Affordability (36/179)Water Supply Asset Management Plan - Chapter 3: Future Demand - 3.1 Demand Drivers - 3.2 Demand Forecast (37/179)Water Supply Asset Management Plan - (38/179)Water Supply Asset Management Plan - Marlborough (39/179)Water Supply Asset Management Plan - Further (40/179)Water Supply Asset Management Plan - 3.2.1 Marlborough Urban Growth Strategy (41/179)Water Supply Asset Management Plan - 3.2.2 Domestic Consumption (42/179)Water Supply Asset Management Plan - (43/179)Water Supply Asset Management Plan - 3.2.3 Water Abstraction Permitted by Resource Consent (44/179)Water Supply Asset Management Plan - (45/179)Water Supply Asset Management Plan - (46/179)Water Supply Asset Management Plan - (47/179)Water Supply Asset Management Plan - (48/179)Water Supply Asset Management Plan - (49/179)Water Supply Asset Management Plan - National and International Comparison (50/179)Water Supply Asset Management Plan - 3.3 Demand Impact on Assets - 3.3.1 Blenheim – Sources, and Treatment - Blenheim Storage (51/179)Water Supply Asset Management Plan - Blenheim Reticulation - 3.3.2 Picton Sources - Picton Treatment - Picton Reticulation (52/179)Water Supply Asset Management Plan - 3.3.3 Havelock– Sources - Havelock Treatment and Reticulation - 3.3.4 Renwick Sources - Renwick Treatment and Reticulation - 3.3.5 Riverlands Sources and Treatment (53/179)Water Supply Asset Management Plan - Riverlands Reticulation - 3.3.7 Wairau Valley Sources - 3.3.8 Wairau Valley Treatment and Reticulation - 3.4 Demand Management Plan (54/179)Water Supply Asset Management Plan - (55/179)Water Supply Asset Management Plan - 3.5 Asset Programmes to Meet Demand (56/179)Water Supply Asset Management Plan - Chapter 4: Life Cycle Management Plan - 4.1 Background Data (57/179)Water Supply Asset Management Plan - 4.1.1 Treatment - Reticulation (58/179)Water Supply Asset Management Plan - (59/179)Water Supply Asset Management Plan - 4.1.2 Asset Capacity and Performance - 4.1.3 Asset Condition (60/179)Water Supply Asset Management Plan - (61/179)Water Supply Asset Management Plan - (62/179)Water Supply Asset Management Plan - (63/179)Water Supply Asset Management Plan - 4.1.4 Asset Valuations (64/179)Water Supply Asset Management Plan - 4.2 Risk Management (65/179)Water Supply Asset Management Plan - (66/179)Water Supply Asset Management Plan - 4.3 Routine Operations and Maintenance Plan (67/179)Water Supply Asset Management Plan - 4.3.1 Reticulation Maintenance Activity (68/179)Water Supply Asset Management Plan - 4.3.2 Operational Management (69/179)Water Supply Asset Management Plan - 4.3.3 O & M Decision Making (70/179)Water Supply Asset Management Plan - 4.3.4 Summary of Operational Costs - 4.4 Renewal/Replacement Plan (71/179)Water Supply Asset Management Plan - (72/179)Water Supply Asset Management Plan - 4.5 Creation/Acquisition/Augmentation Plan (73/179)Water Supply Asset Management Plan - Capital Investment Strategy (74/179)Water Supply Asset Management Plan - 4.5.1 Summary of Future Costs (75/179)Water Supply Asset Management Plan - 4.6 Disposal Plan (76/179)Water Supply Asset Management Plan - Chapter 5: Financial - 5.1 Financial Statements and Projections (77/179)Water Supply Asset Management Plan - 5.1.1 Operational Maintenance Expenditure - 5.1.2 Capital Expenditure (78/179)Water Supply Asset Management Plan - 5.2 Funding Strategy (79/179)Water Supply Asset Management Plan - Operational Expenses - Funding of Capital Requirements - 5.2.1 Development Contribution Policy (80/179)Water Supply Asset Management Plan - 5.3 Valuation Forecasts - 5.3.1 Asset Valuation - 5.3.2 Depreciation Methodology (81/179)Water Supply Asset Management Plan - 5.4 Valuation Forecasts (82/179)Water Supply Asset Management Plan - Optimisation - 5.5 Key Assumptions (83/179)Water Supply Asset Management Plan - (84/179)Water Supply Asset Management Plan - 5.5.1 Data Confidence (85/179)Water Supply Asset Management Plan - (86/179)Water Supply Asset Management Plan - Chapter 6: Plan Improvement and Monitoring - 6.1 Status of Asset Management Practices - 6.1.1 Asset Management Information System (87/179)Water Supply Asset Management Plan - 6.1.2 Geographical Information System - 6.1.3 Computer Modelling - 6.1.4 Financial Forecasting - 6.1.5 Customer Service Data (88/179)Water Supply Asset Management Plan - 6.1.6 Asset Data Confidence (89/179)Water Supply Asset Management Plan - 6.2 Improvement Programme (90/179)Water Supply Asset Management Plan - (91/179)Water Supply Asset Management Plan - 6.2.1 2012- 20 Improvement Programme - Modelling - Asset Management Information System (AMIS) - Asset Register (92/179)Water Supply Asset Management Plan - Unaccounted for Water - Urban Growth (93/179)Water Supply Asset Management Plan - Financial Forecasts - Condition Monitoring - Performance Monitoring (94/179)Water Supply Asset Management Plan - Proactive Maintenance Scheduling - Risk Management (95/179)Water Supply Asset Management Plan - 6.3 Monitoring and Review Procedures - 6.4 Performance Measures (96/179)Water Supply Asset Management Plan - Appendix 1 – Non-Financial Performance Indicators - Sub-part 1 - Water supply (97/179)Water Supply Asset Management Plan - Appendix 2 – Operations and Maintenance – Water Risk Profile (98/179)Water Supply Asset Management Plan - (99/179)Water Supply Asset Management Plan - 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(166/179)Water Supply Asset Management Plan - (167/179)Water Supply Asset Management Plan - (168/179)Water Supply Asset Management Plan - (169/179)Water Supply Asset Management Plan - (170/179)Water Supply Asset Management Plan - (171/179)Water Supply Asset Management Plan - (172/179)Water Supply Asset Management Plan - (173/179)Water Supply Asset Management Plan - (174/179)Water Supply Asset Management Plan - (175/179)Water Supply Asset Management Plan - (176/179)Water Supply Asset Management Plan - (177/179)Water Supply Asset Management Plan - Appendix 3 – Capital Budget 2015-18 (178/179)Water Supply Asset Management Plan - Appendix 4 – Outline Capital Budget 2015-25 (179/179) Performance measure MDC Target Fault response Where the local authority attends a call-out in times response to a fault or unplanned interruption to its networked reticulation system, the following median response times measured: (a) attendance for urgent call-outs: from the time that the local authority receives notification to the time that service personnel reach the 30 mins site, and (b) resolution of urgent call-outs: from the time that the local authority receives notification to the time that service personnel confirm resolution of the fault or interruption. 3 hours (c) attendance for non-urgent call-outs: from the time that the local authority receives notification to the time that service personnel 8 hours reach the site, and (d) resolution of non-urgent call-outs: from the time that the local authority receives notification to the time that service personnel confirm resolution of the fault or interruption. 13 hours Table 3 Targets to be adopted for customer service requests 2.7.5 Customer Satisfaction The non-financial performance indicators introduced following the Local Government (Amendment) Act require customer satisfaction with the water supply to be measured through the recording of the number of customer complaints per thousand connections per annum. The targets adopted by Council are shown in Table 3. In line with the guidance the new targets will be reported as aggregated values across all supply areas. The statistics will be examined internally to check for issues on particular reticulation systems. Customer satisfaction with the service is high. No major changes are anticipated or planned to meet the new measure. Performance measure MDC Target (maximum per 1000 connections) Customer The total number of complaints received by the local satisfaction authority about any of the following: (a) drinking water clarity 1.3 (a) drinking water taste 1.9 (b) drinking water odour 0.65 (c) drinking water pressure or flow 1.9 (d) continuity of supply, and 1.3 (e) the local authority’s response to any of these 0.65 issues expressed per 1000 connections to the local authority’s networked reticulation system. (assumes 15,591 connections) Table 4 Customer Complaints Target per Thousand Connections Page 30