Treatment Bores Pipes ConnectionsPlants Storage Pumps Pump Stations Age A C C A A A A Material A B B A A A N/A Diameter A B B N/A A A N/A Location A B/C B/C A A A A Criticality A A A B A A A Performance A B B A A B A Condition A C C A A A A 6.2 Improvement Programme Throughout the asset management plan improvements have been identified that will assist the management of the asset and delivery of the service in the future. Business processes are constantly being improved. Improvement is continually required as technology progresses, the operating environment changes and/or the aspirations of stakeholders change. The provision of local services is also subject to changes in the legal framework and the political climate. The 2008-18 AM Improvement Plan has been progressed and is detailed in the table below: Customer Service Progress Update 2014 Improved data capture The Water Services Database was introduced in • Revised data capture form February 2010 and extended to wastewater in March • Training 2011. Customer Service staff have been given • Inputting comprehensive training including site visits to gain a Customer Contact Recording better appreciation of customer requirements and accurately record service requests. Training has continued with the introduction of the replacement AMIS Written Complaint Response Written complaints are infrequent and responses are Recording now recorded in the TRIM electronic document management system. Recording and retrieval have improved Integrated IT See AMIS below Business process review Extensive business process reviews were undertaken during the design and configuration of the replacement AMIS New connection LoS Review The response to new connection requests remains an internal measure. There are no current issues with response times Review all LoS for Community A Councillor workshop was held in September 2014 to Outcome Review 2012 review the current levels of service and performance indicators Asset Register Updating Asset Register Two full time data entry staff have been given permanent contracts. Asset data is being systematically updated to agreed accuracy protocols. A detailed programme to provide information to the ultrafast broadband installation project was fulfilled. Page 85