Pipes Manholes Sumps Outlets Pumps Pump Stations Age C C B A A A Material C B B A A N/A Diameter B B A A A N/A Location B B A A A A Criticality C B B A A A Performance B B A A A A Condition C B B 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. Improvement is continually required as technology progresses, business processes evolve, 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: 2008-18 Improvement Plan 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 and • Training stormwater in March 2011. Customer Service staff • Inputting have been given comprehensive training including Customer Contact Recording site visits to gain a better appreciation of customer requirements and accurately record service requests. Written Complaint Response Written complaints are infrequent and responses are Recording now recorded in the TRIM electronic document management system. Recording and retrieval are improved Integrated IT See Asset Management Information System - above Business process review Extensive business process review workshops were undertaken whilst specifying and designing the replacement AMIS Review all LoS for Community A Councillor workshop was held in September 2014 Outcome Review to 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. An outline programme has been adopted Asset Condition & Performance Page 63