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Drainage Services Department - Sustainability Report 2013-2014

Meeting the Targets / On Social Issues

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Sub-sections in Meeting the Targets

[On Environmental Issues] [On Social Issues] [Our Routine Services]

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To strive for continual improvement in sustainability performance, DSD has set out a number of targets to track our performance in various aspects. In 2013-14, we have met most of our targets regarding environmental protection, social performance and service quality. Details of our achievements during the year and the targets for 2014-15 are presented in the following tables.

Service Pledge Performance Target 2013-14 End-year Achievement
Clearance of blocked sewers/drains Respond within the same day for complaints received before 1 pm 99% 99.69%
Respond before noon of next day for complaints received after 1 pm 99% 99.57%
Customers satisfy with the clearing work[1] 95% 99.14%
Technical audit for connection to the public drainage/sewerage systems Reply to the applicant within nine working days upon receipt of HBPI application 99% 100%
Response to written enquiries on sewage services accounts Initial respond within two working days 100% 100%
Full reply within a month 98% 99%
Response to complaints and enquiries Respond within ten calendar days 98% 98.52%
Provision of drainage record plans Allow inspection of drainage record plans within the same day 95% 100%
Provide photocopy of drainage record plans within 4 working days upon confirmation of payment 95% 100%
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% 99.94%
[1] The customer satisfaction survey on the clearance of blocked sewers/drains is conducted once a week by selecting the respondents randomly.
Service Pledge Performance Target 2014-15
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 1pm 99%
Customers satisfy with the clearing work[1] 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 ten 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%
[1] The customer satisfaction survey on the clearance of blocked sewers/drains is conducted once a week by selecting the respondents randomly.
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