AS Tallinna Vesi achieved excellent operational results in the first six months
of 2020, despite the impact of the Covid-19 crisis. We are pleased to see
continued high performance, linked to the quality of drinking water, treated
effluent and customer service. To limit the potential impact of the Coronavirus,
Tallinna Vesi made considerable changes to its day to day operations, to ensure
the continued health and welfare of employees and an uninterrupted service to
customers, including all associated quality standards and service metrics.
Continuous supply of high-quality drinking water
The quality of tap water was 100% compliant with the requirements in the second
quarter as well as the first six months of 2020, which means that all water
samples met the strict standards for drinking quality. A total of 1,539 water
samples were taken during the first two quarters. This result demonstrates an
excellent quality of water in our water network, retained by the consistently
efficient management of our water treatment processes and proactive maintenance
of the water network.
Also, the service reliability indicators of the Company remained excellent. The
average water disruption time was 3 hours and 3 minutes and 94.6% of all
interruptions to customers were less than 5 hours. These are great results, and
a reflection of our continued efforts to manage the network as effectively as
possible, in order to minimise the inconvenience and disruption caused to the
citizens of Tallinn.
The level of leakages in our water network remained low during the first six
months (13.9%), although being slightly higher than the same period last year,
which was an all-time record.
Environmental wastewater service
In the first half of 2020, the final treated effluent at Paljassaare Wastewater
Treatment Plant was fully compliant with all quality requirements. With the
purpose of assessing the treatment efficiency and the quality of wastewater, we
continuously monitor for pollutants, in both the incoming wastewater and final
treated effluent. Wastewater laboratory analyses the samples taken from
different stages of the wastewater treatment process, and the information
received thereby allows us to further improve the treatment plant efficiency,
and ensure the continued quality of final effluent.
In comparison with the first six months of 2019, the number of sewer blockages
dropped by a quarter, and the number of sewer collapses was also reduced.
Tallinna Vesi continues with the reconstruction of the mechanical treatment
stage at the wastewater treatment plant.
High service standards
Besides outstanding operational performance, the Company has continued to
deliver high standards of service to it's customers. We have set clear and
challenging targets, and give promises to our customers, in terms of the speed
of our response and problem-solving. No promises have been broken in 2020. The
number of customer complaints was also significantly lower than in the same
period last year (28 in 2020 compared to 81 in 2019).
We also think it is fundamental to provide our customers with important
information, or respond to their questions as quickly as possible. Therefore, we
measure the speed of our responses, and have set a target to respond to non-
complex written requests within two working days. In 99.2% of all occasions, we
managed to notify our customers at least an hour before a water interruption.
OPERATIONAL INDICATORS FOR SIX MONTHS OF 2020
Indicator Unit 2020 6 months 2019 6 months 2020 Q2 2019 Q2
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Drinking water
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Compliance of water quality
at the customers' tap % 100.0% 99.5% 100.0% 99.2%
Water loss in the water
distribution network % 13.9% 12.2% 12.7% 11.6%
Average duration of water
interruptions per property in
hours h 3.05 2.63 3.18 2.67
Wastewater
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Number of sewer blockages No 227 302 103 143
Number of sewer bursts No 41 59 14 30
Wastewater treatment
compliance with environmental
standards % 100% 100% 100% 100%
Customer Service
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Number of complaints No 28| 81 12| 41
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Number of customer contacts
regarding water quality No 164 172 101 145
Number of customer contacts
regarding water pressure No 149 154 87 100
Number of customer contacts
regarding blockages and
discharge of storm water No 473 542 207 214
Responding written customer
contacts within at least 2
work days % 100.0% 100.0% 100.0% 100.0%
Number of failed promises
cases No 0 2 0 2
Notification of unplanned
water interruptions at least
1 h before the interruption % 99.2% 97.7% 99.0% 98.4%
Eliis Randver
Head of Customer Relations and Communications
AS Tallinna Vesi
Tel: (+372) 62 62 275
Eliis.randver@tvesi.ee
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