Incident management - Staff of the A & S Department will prepare and plan for managing emergency incidents; to mitigate the effects of a major system failure and return to business as usual as soon as possible. 4.3.1 Reticulation Maintenance Activity Reference to Table 7 Reticulation Maintenance Activity 2006-14 shows a summary of the maintenance and operational activity recorded in the asset management information system in recent years. Around 60% of all maintenance activity is on the service connections of which approximately 70% is related to the toby control valve. With the exception of ‘inspections’ there has been a decrease in the total number of maintenance tasks undertaken since 2006. The figures exclude Awatere as the contract is not recorded into the Hansen database. Row Labels Cover / Frame Cover/Frame Main Meter Service Pipe Toby Unknown Grand Total Broken / Inoperable 45 17 11 18 584 11 686 Broken/Inoperable 25 9 14 157 2 207 Leak 23 2 538 47 632 767 572 2581 Location Enquiry 1 3 4 9 121 138 No Water 26 3 36 21 59 145 Other 32 5 1 19 52 38 147 Pressure 11 1 36 5 51 104 Water Quality 13 14 1 23 51 Grand Total 101 30 623 63 778 1708 756 4059 Table 9 summary of Service Requests 2010-14 Water Service Repair database was introduced in March 2010 to improve the recording of customer service requests. Analysis of the data re-affirms the pre-dominance of service pipes and tobies as the main cause of customer enquiry. Over the period there were 24845 (61%) were related to tobies and service pipes. Of which there were 768 reports of leaks on the toby and 742 complaints that the toby was broken of in-operable. Many of these service requests were categorised as ‘critical’ as many customers have come to rely on the council toby as the only control valve for the property. Page 63