Market announcement

Title

AS Tallinna Vesi Operational Performance in 9 months of 2011

Message

AS Tallinna Vesi Operational Performance 9 months of 2011



During 9 months the operational and quality indicators of AS Tallinna Vesi have
been on a very good level and indicate continuous improvement. Results have
improved in all areas of activity. The quality indicators for water quality
have so far been on the highest level ever and the reliability of service
showed significant improvement. Thanks to the commissioning of the biofilter,
built for the cost of 9 million Euros at the Paljassaare Wastewater Treatment
Plant, wastewater treatment indicators have considerably improved and pollution
discharged into Tallinn Bay has reduced. In addition to outstanding performance
in water treatment and wastewater treatment, compliance was also achieved
regarding all environmental objectives and customer service standards. 

Indicator                                       9 months 2010           9 months
                                                                         2011   
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Drinking water                                                                  
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Compliance of water quality at the customers                   99,54 %    99,64%
 tap, %                                                                         
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Water loss in the water distribution network                   21,21 %   18,77 %
 (Tallinn and near vicinity), h                                                 
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Average duration of water interruptions per                     4,18 h    3,67 h
 property, h                                                                    
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Number of customer contacts regarding water                       1030       601
 pressure (Tallinn and near vicinity)                                           
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Wastewater                                                                      
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- 
Number of sewer blockages                                          942       757
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Number of customer contacts regarding                             2137      1487
 blockages and storm water                                                      
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Wastewater treatment compliance with                  Nitrogen removal     100 %
 environmental standards, %                     standards were not met          
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Proportion of reused sludge, %                                   100 %     100 %
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Customer Service                                                                
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Responding written customer contacts within at                  81,9 %    95,2 %
 least 2 work days, %                                                           
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Number of written contacts                                       7 285     7 013
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Number of failed promises                                          860        52
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Notification of unplanned water interruptions                       NA     97,9%
 at least 1 h before the interruption, %                                        
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Reacting to sewer blockages within at least 2                       NA      69 %
 hours, %                                                                       
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The best ever water quality

99.64% of the samples taken from the taps of AS Tallinna Vesi's customers
complied with EU drinking water quality requirements, continuously maintaining
the quality comparable to the Western-European level, and is the highest
standard the company has ever achieved. AS Tallinna Vesi has a water sampling
programme that consists of over 3,000 samples being taken each year at sites
independently chosen by the Health Board, and in 2011 only 8 samples have not
met the required standards. 



Serviceability of water supply

Due to the use of effective ways of working and improved planning, the average
duration of water interruptions has reduced by 0.5 hour compared to the same
period of 2010. In order to reduce the inconvenience caused by water
interruptions, the Company has given advance notices of closing water due to
emergency repairs to over 97% of the customers. The customers of a water
company expect us to provide them with a good quality drinking water with the
right pressure for 24 hours a day and 365 days a year. Compared to the same
period of 2010, the number of customer inquiries related to water pressure
reduced by 41% in 2011. This means from 1030 to 601 respectively. 



We are contributing to the continuous improvement of networks

The level of leakages has reduced considerably compared with the same period in
2010. This has been possible both due to the better management and monitoring
of water and sewerage network as well as quick response to leakages and bursts.
When in 2001 the level of leakages exceeded 32%, then today the level has
reduced to 18.77%. This means that compared to ten years ago more than 13
thousand cubic metres of treated drinking water is saved on a daily basis,
which is a saving that is equivalent to the amount of water produced by Tartu
Vesi each day (to check). Considerable reduction has been possible due to
Company's consistent efforts to use water resources more sustainably and with
smaller losses. 

The Company also pays a lot of attention to the risks of flooding and
pollution, which means continuous work in the area of preventing blockages. In
the 9 months of 2011 customers had less problems with blocked pipes and
sewerage drainages compared to earlier. Reduction in blockages has been
possible due to several preventive actions like jet washing the network and
long-term investments for developing the sewerage network. In addition to
preventing blockages the Company is also eliminating blockages quicker than
previously. With the 9 months of 2011, 69% of the blockages were eliminated
within 2 hours after registering the respective notice. Purposed preventive
activity enables the Company to respond quicker and prevent the emergence of
more serious problems. 



We are continuously contributing to a purer environment

The impact of AS Tallinna Vesi on the surrounding environment has considerably
improved during the recent years. Paljassaare Wastewater Treatment Plant is
each year removing more and more pollution from the wastewater in order to
comply with the environmental requirements and to ensure a clean Baltic Sea and
Bay of Tallinn. In order to achieve the required performance, one of the
biggest environmental investments of the decade was carried out when the
Company built an additional treatment stage - biofilter - at the Wastewater
Treatment Plant. Due to the new treatment stage, the volume of nitrogen
discharged to the Baltic Sea reduces by 350 tons per annum. Out of the sludge -
a side product to the wastewater treatment process - the Company produces soil,
which can be used in landscaping. All of the sludge produced is reused and no
sludge has been taken to the landfill during the last years. Contributing to a
cleaner environment will remain as a priority for the Company also in further
years. 



Maardu

Drinking water:

In the second half of September 2011, Kallavere City District started to be
supplied with a good quality drinking water from Tallinn public water network.
As of 9 months approximately half of Kallavere City District is supplied with a
good quality drinking water. Current plans ensure the supply from Tallinn water
network to the entire Kallavere City District by the end of October. 

Wastewater

Thanks to the completion of the construction of the connection between Maardu
and Tallinn, from 23 August about half of the wastewater from Kallavere city
district is conducted to the wastewater treatment plant in Tallinn. In the
middle of September the discharge of untreated wastewater into the environment
was stopped permanently in Maardu and all wastewater from Muuga is treated
according to the requirements before it gets to the environment. In total to
date 86 km of water and wastewater pipes have been constructed within the water
economy project of the City of Maardu and by the end of October all wastewater
from Maardu is planned to be discharged to Paljassaare wastewater treatment
plant. 



Watercom

OÜ Watercom is subsidiary established by AS Tallinna Vesi in 2010, the main
areas of activity of which are providing services related to water business to
local governments, companies and private persons. The company is providing
services related to owner supervision, construction and project management. 

In 2011 the Company has successfully participated in the procurements of owner
supervision for pipeline and FIDIC Engineering services, winning both the CF
water economy project of Harku as well as the procurements organised for
providing owner supervision for the construction of water and wastewater
pipeline and Fidic Engineering services in Tammiste village in Sauga
municipality. Starting from July 2011 OÜ Watercom has been appointed as the
water undertaking in four operating areas in Saue municipality. 



Customers and Community

Compared to the last year, the number of customer complaints related to our
networks has decreased and we have responded to more than 95% of the customer
letters within less than 2 work days. 

In 2011we reviewed and improved our promises to customers now, upon failure of
keeping a promise, the Company pays compensation to the customers who have a
contract with the Company. The number of contacts related to failures to keep a
promise has reduced by 93% compared to the same period last year. Preventive
actions and focussing the management's attention to the subject have
contributed to this. The promises of AS Tallinna Vesi are a part of the
Company's continuous devotion to provide services of even better quality to its
customers. With those promises, the Company undertakes to achieve even higher
levels of services than stipulated in the Services Agreement signed with the
City of Tallinn and is one of the only companies of all utility companies in
the Baltics with a customer service programme of that kind. 

In the end of August, the Open Door Day was organised at the Ülemiste Water
Treatment Plant as it takes place each year. This year more than 300 people
interested in the plant's work visited the site. There was an area popular
amongst children, which was visited by almost 70 toddlers. 




         Mariliis Topp
         Head of Communications
         AS Tallinna Vesi
         62 62 275
         [email protected]