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Drainage Services Department - Sustainability Report 2012-2013

Meeting the Targets / Our Routine Services

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Sub-sections in Meeting the Targets

[Staff Training and Development] [On Social Issues] [Our Routine Services]

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Our Routine Services

Pledge Performance Target 2012-13 End-year Achievement
Clearance of blocked sewers/drains   Target Met
Respond within the same day for complaints received before 1 pm 99% 99.89%
Respond before noon of next day for complaints received after 1 pm 99% 99.41%
Customers satisfy with the clearing work1 95% 97.45%
Technical audit for connection to the public drainage/sewerage systems   Target Met
Reply to the applicant within nine working days upon receipt of HBPI application 95% 100%
Response to written enquiries on sewage services accounts   Target Met
Initial respond within two working days 100% 100%
Full reply within a month 98% 99%
Response to complaints   Target Met
Respond within 10 calendar days 98% 99.42%
  1. The customer satisfaction survey on the clearance of blocked sewers/drains is conducted once a week by selecting the respondents randomly.
Pledge Performance Target 2013-14
Clearance of blocked sewers/drains  
Respond within the same day for complaints received before 1 pm 99%
Respond before noon of next day for complaints received after 1 pm 99%
Customers satisfy with the clearing work 95%
Technical audit for connection to the public drainage/sewerage systems  
Reply to the applicant within nine working days upon receipt of HBPI application 99%
Response to written enquiries on sewage services accounts  
Initial respond within two working days 100%
Full reply within a month 98%
Response to complaints and enquiries  
Respond within 10 calendar days 98%
Provision of drainage record plans  
Allow inspection of drainage record plans within the same day 95%
Provide photocopy of drainage record plans within four working days upon confirmation of payment 95%
On-site display of the purpose and anticipated completion date of drainage works involving road excavation  
A simple description of drainage works with anticipated completion date will be displayed on site to enable the public to understand why the works are necessary and when they will be completed 98%
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