Our Performance Targets and Achievement (2019-20)

Service/Application Pledge 2019-20 Performance Target 2019-20 Achievement
Clearance of Blocked Sewers/Drains Response within the same day for complaints received before 1 pm 99% 99.80%
Clearance of Blocked Sewers/Drains Response before noon of next day for complaints received after 1 pm 99% 99.84%
Clearance of Blocked Sewers/Drains Customers satisfy with the clearing work 95% 99.77%
Technical Audit for Connection to the Public Drainage/Sewerage Systems Reply to the applicant within 9 working days upon receipt of HBPI application 99% 100%
Response to Written Enquiries on Sewage Services Accounts Initial response within 2 working days 100% 96.78%*
Response to Written Enquiries on Sewage Services Accounts Full reply within 1 month 98% 98.39%
Response to Complaints and Enquiries Within 10 calendar days 98% 98.64%
Provision of Drainage Record Plans Allow inspection of drainage record plans within the same day 95% 100%
Provision of Drainage Record Plans 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% 99.49%

 

Our Performance Targets (2020-21)

Service/Application Pledge 2020-21 Performance Target
Clearance of Blocked Sewers/Drains Response within the same day for complaints received before 1 pm 99%
Clearance of Blocked Sewers/Drains Response before noon of next day for complaints received after 1 pm 99%
Clearance of Blocked Sewers/Drains Customers satisfy with the clearing work 95%
Technical Audit for Connection to the Public Drainage/Sewerage Systems Reply to the applicant within 9 working days upon receipt of HBPI application 99%
Response to Written Enquiries on Sewage Services Accounts Initial response within 2 working days 100%
Response to Written Enquiries on Sewage Services Accounts Full reply within 1 month 98%
Response to Complaints and Enquiries Within 10 Calendar days 98%
Provision of Drainage Record Plans Allow inspection of drainage record plans within the same day 95%
Provision of Drainage Record Plans Provide photocopy of drainage record plans within 4 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%
 

*Remarks:
In order to reduce the risk of the spread of the Coronavirus Disease 2019 (COVID-19) in the community, DSD implemented special work arrangement from late January to April 2020. In addition to the emergency and essential public services being maintained, DSD also provided basic and limited public services to members of the public, including the 24-hour DSD Drainage Hotline, the inspection of drainage records, and the handling of Sewage Charges (SC) / Trade Effluent Surcharge (TES) matters, however the handling time of the related services would be longer than usual.

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