AS Tallinna Vesi operational performance in 2012
1/25/2013 3:00 AM EST
Tallinna Vesi
Company Announcement
AS Tallinna Vesi operational performance in 2012
All main operational and quality indicators have showed stable performance
improvement in 2012. The Company continued its efforts both in improving
network performance and customer service. Additionally to excellent results in
water and wastewater treatment, the Company continuously focused on
environmental activities and raising the awareness of the local community about
environmental issues. The company’s environmental performance has been
recognized by the Environmental Board, CSR Forum and European Commission.
Operational results in 2012
2011 2012
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Water
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Compliance of water quality at the customers tap 99,66 % 99,55 %
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Water loss in the water distribution network 17,73 % 15,86 %
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Average duration of water interruptions per property 3,56 h 3,42 h
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Number of customer contacts regarding water pressure 800 736
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Wastewater
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Number of sewer blockages 944 715
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Number of customer contacts regarding blockages and storm 1804 1239
water
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Wastewater treatment compliance with environmental standards 100 % 100 %
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Customer service
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Responding written customer contacts within at least 2 work 95,9 % 98,5 %
days
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Number of written complaints 384 184
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Number of failed promises 60 19
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Notification of unplanned water interruptions at least 1 h 97,9 % 90 %
before the interruption (as of 2012 the customers are being
notified also outside of working hours)
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Reacting to sewerage blockages within 2 hours 75 % 95%
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Tapwater is drinking water
Year 2012 proved once again Tallinn’s drinking water to be with a very high
quality and people are safe to drink tap water. Out of 2921 water samples
taken at customers’ taps during 2012, 2908 were compliant with all
requirements. This means tap water quality is continuously comparable to the
Western-European water quality level.
Network performance
It is important for citizens that they receive operation functioning 24 hours a
day. Therefore the Company focuses on continuously improving network
performance. Compared to 2011 the number of customer inquiries regarding water
pressure has reduced by 70%, which clearly demonstrates the Company has
succeeded in delivering drinking water with the right pressure. Also, compared
to 2011 an average duration of water interruption has decreased. In order to
reduce the inconveniences resulting from service interruption, the Company
informed in 90% of the cases customers about unplanned interruptions in
advance.
For cleaner living environment
From year to year, the level of leakages has reduced. In 2012 the leakage level
reduced to 15,86%, which is the best ever result in the Company’s history. In
2001 the level of leakages exceeded 32%. This means over 13 thousand cubic
metres of treated drinking water is saved on daily basis. Significant
reduction in leakages is the result of continuous efforts to use water
resources sustainably.
The Company is persistently working to prevent blockages, in order to reduce
the risks of flooding and pollution. Compared to previous year, customers are
witnessing less problems with blocked pipes and sewerage drainages. Reduction
in blockages has been possible due to several preventive actions like jet
washing the network.
Stable state of the sewerage network is witnessed by the reduction of the
number of sewerage pipe bursts by 19% compared to 2011.
For customers and community
Continuous focus on efficiency and better management of the processes has
helped to reduce the number of customer complaints among all services in 2012.
The Company turned more attention compared to 2011 to make sure customers know
what and when is being done. Compared to previous year notifying customers has
increased by 20%.
The Company continued actions to engage and increase the environmental
awareness in community. Traditional open door days in treatment plants were
carried out, to introduce the treatment processes to all interested people. In
2012 an awareness campaign “Tap water=drinking water” was carried out to
encourage people to drink tap water. Also, the restaurants in Tallinn were
involved to serve tap water. The cooperation with educational institutions
continued, to explain the need and possibilities to save pure drinking water.
As a greatest recognition for environmental activities, the Company is pleased
that the European Commission nominated AS Tallinna Vesi for the EMAS 2012 award
for water management.
Mariliis Mia Topp
Head of Communications
AS Talllinna Vesi
62 62 275