Market announcement
AS TALLINNA VESI
LEI code
5493000M6TVS2X0KWC97
Size of the entity
Large group
Economic activities
Water Supply; Sewerage, Waste Management and Remediation Activities
Country of registered office
Estonia
General information
Categories
Other price sensitive information
Unique data record identifier
4013
Submission date and time
24.04.2013 09:40:00
Content of announcement in Estonian
Title
AS-i Tallinna Vesi 2013. aasta 1. kvartali tootmistulemused
Message
Ettevõte on saavutanud stabiilselt väga kõrge kvaliteeditaseme ning jätkab
järjepidevat tööd nii tulemuste hoidmise- kui parandamisega kõigi näitajate
osas. Samuti on Ettevõte jätkuvalt pühendunud klienditeeninduse parandamisele
ning kogukonna keskkonnateadlikkuse tõstmisega seotud tegevustele.
Tegevusnäitajad 2012. a. 1 kvartalis
2012 1 2013 1
kv kv
--------------------------------------------------------------------------------
Joogivesi
--------------------------------------------------------------------------------
-
Tarbija kraanist võetud vee kvaliteediproovide vastavus 100 % 99,87 %
nõuetele
--------------------------------------------------------------------------------
Veekadu jaotusvõrgus 17,64 % 17,44 %
--------------------------------------------------------------------------------
Keskmine veekatkestuse kestvus kinnistu kohta tundides 2,86 h 3,12 h
--------------------------------------------------------------------------------
Kliendikontaktide arv veesurve asjus 204 147
--------------------------------------------------------------------------------
Reovesi
--------------------------------------------------------------------------------
-
Kanalisatsioonitorustike ummistuste arv 218 251
--------------------------------------------------------------------------------
Kliendikontaktide arv ummistuste ja sademevee ärajuhtimise 418 422
kohta
--------------------------------------------------------------------------------
Reovee puhastamise vastavus keskkonnanõuetele 100 % 100 %
--------------------------------------------------------------------------------
Klienditeenindus
--------------------------------------------------------------------------------
-
Kirjalike kontaktidele vastamine vähemalt 2 tööpäeva jooksul 99,2 % 99,1 %
--------------------------------------------------------------------------------
Kirjalike kaebuste arv 44 38
--------------------------------------------------------------------------------
Lubaduste mittetäitmise arv 3 3
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Planeerimata veekatkestustest teavitamine vähemalt 1 tund 88,9 % 96,0 %
enne katkestust
--------------------------------------------------------------------------------
Kraanivesi on joogivesi
Pealinna joogivesi on väga kvaliteetne ning seda võib julgelt juua. Joogivee
kvaliteedile kehtivad ranged seadusest tulenevad nõuded ning vee kvaliteedi
kontroll toimub vastavalt joogivee kontrollikavadele, mille kinnitab
Terviseameti. 2013. aasta esimese kolme kuu jooksul võeti tarbija kraanivest
749 veeproovi, millest vaid üks ei vastanud nõuetele. See tulemus ületab
jätkuvalt Tallinna linnaga sõlmitud teenuslepingus nõutud taset ning on
võrreldav Lääne-Euroopa veekvaliteedi tasemega.
Kindel teenus
Elanikele on oluline, et neile oleks tagatud ööpäevaringselt toimiv teenus.
Seetõttu keskendub Ettevõte tarnekindluse suurendamisele. 2012. aasta sama
perioodiga võrreldes on pea 30% võrra vähenenud veesurvega seotud
kliendipäringute arv, mis näitab, et Ettevõte on suutnud tagada õige survega
joogivee teenuse.
Klientide heaks
Ettevõte peab kliendisuhtlusel oluliseks ennetavat tegevust, et reageerida
probleemidele kiiremini ning ära hoida tõsisemate probleemide teke. 2013.a
esimeses kvartalis vähenes võrreldes möödunud aasta sama perioodiga
kliendikaebuste arv 9,5% võrra. Ettevõtte peamiseks eesmärgiks on tagada, et
kliendid teavad, millal nende probleemid lahenduse leiavad. Esimeses kvartalis
saavutas Ettevõtte ka seatud eesmärgi, teavitada kliente vähemalt 90% juhtudest
kliendi esmakordsel pöördumisel, milliseid tegevusi ning millal võetakse ette.
Et saada vahetut tagasisidet viimase kuu kliendipöördumiste kohta ning
vajadusel koheselt reageerida rahulolematusele või küsimustele, küsime
klientidelt igakuist tagasisidet. 2013. aasta esimeses kvartalis oli klientide
hinnag 4-punkti skaalal 3,37 punkti.
Puhtam eluskeskkond
Aastast-aastasse on vähenenud lekete tase. Võrreldes kümneaasta taguse ajaga
hoitakse igapäevaselt kokku pea 13 tuhande kuupmeetri kvaliteetset joogivett.
Sama kogus vett on võrdne Tartu linna ööpäevase veetarbimisega. Ka 2013. aasta
esimest kvartalit iseloomustab lekete taseme vähenemine võrreldes möödunud
aasta sama perioodiga. Lekete vähendamist on võimaldanud järjepidevad
pingutused parandada võrkude kvaliteeti.
Ettevõtte tähelepanu on jätkuvalt suunatud ka potentsiaalsete üleujutuste ning
reostusega seotud riskidele. Ummistuste vähenemist läbi aastate on võimaldanud
mitmed ennetavad tegevused nagu näiteks torustike survepesu efektiivsuse
tõstmine ning pikaajalised kanalisatsioonivõrgustikku tehtud investeeringud.
2013. aasta esimese kvartalis oli ummistusi rohkem kui varasemalt, ent selle
põhjuseks oli pikk külmaperiood, mille tõttu oli raskendatud ennetavate
tegevuste, nagu survepesu, teostamine.
Mariliis Mia Topp
AS Tallinna Vesi
Kommunikatsioonijuht
[email protected]
62 62 275
Content of announcement in English
Title
AS Tallinna Vesi operational performance for the 1st quarter of 2013
Message
The Company has achieved a very high and stable quality level and continues to
work on maintaining the high performance levels and improvements on all
indicators. The Company also focuses increasingly on improving the customer
service and raising the awareness of the local community about environmental
issues and activities.
Operational results in 1 quarter 2013
Indicator 2012 2013
Q1 Q1
--------------------------------------------------------------------------------
Drinking water
--------------------------------------------------------------------------------
-
Compliance of water quality at the customers tap 100 % 99,87
%
--------------------------------------------------------------------------------
Water loss in the water distribution network 17,64 16,88
% %
--------------------------------------------------------------------------------
Average duration of water interruptions per property 2,86 h 3,12 h
--------------------------------------------------------------------------------
Number of customer contacts regarding water pressure 204 147
--------------------------------------------------------------------------------
Wastewater
--------------------------------------------------------------------------------
-
Number of sewer blockages 218 251
--------------------------------------------------------------------------------
Number of customer contacts regarding blockages and storm water 418 422
--------------------------------------------------------------------------------
Wastewater treatment compliance with environmental standards 100 % 100 %
--------------------------------------------------------------------------------
Customer service
--------------------------------------------------------------------------------
Responding written customer contacts within at least 2 work days 99,2 % 99,1 %
--------------------------------------------------------------------------------
Number of written contacts 44 38
--------------------------------------------------------------------------------
Number of failed promises 3 3
--------------------------------------------------------------------------------
Notification of unplanned water interruptions at least 1 h 88,9 % 96,0 %
before the interruption
--------------------------------------------------------------------------------
Tap water is drinking water
Tallinn’s drinking water is of a very high quality and people are safe to drink
tap water. The quality of drinking water is subject to strict legal
requirements and is monitored in line with the drinking water sampling
programmes approved by the Health Board. In the three first months of 2013, 749
samples were taken from the consumers’ taps, of which only one was
non-compliant. This outcome continues to outperform the levels of service
agreed in the Services Agreement concluded with the City of Tallinn and is
comparable to the water quality in Western-Europe.
Reliable service
It is important for the people to have the service available for 24h. Thus, the
Company focuses on improving the security of supply. Compared to the same
period in 2012, the number of customer inquiries related to water pressure has
decreased by almost 30%, which demonstrates that the Company has been able to
supply drinking water with the right pressure. In order to reduce inconvenience
caused by interruptions to supply, in 90% of the cases customers were given
advance notifications of interruptions to water supply.
Proactive customer care
The Company deems it important to focus on precautionary activities which
enable the Company to react quickly and prevent more serious problems from
occurring. In the 1st quarter of 2013, the number of customer complaints
decreased by 9.5% compared to the same period of 2012. The Company aims to
notify its customers of when their problems will be resolved. In the first
quarter the Company also achieved the target to notify its customers in at
least 90% of cases during the first contact of the customer what and when will
be done.
In order to obtain direct feedback on the customer contacts during the last
month and to be able to immediately react on a dissatisfaction or questions, we
ask for customers’ feedback on a monthly basis. In the 1st quarter of 2013, the
customers’ rating was 3.4 points on a 4-point scale.
Continuous work for a cleaner environment
The level of leakages has been decreasing year-on-year. Compared to the
situation ten years ago we are saving around 13 000 m3 per day of good quality
drinking water, which is equivalent to the amount of water used by Tartu every
day. The 1st quarter of 2013 is also characterised by a reduction in leakages
compared to the same period of the last year. This has been achieved by
consistent efforts to improve the quality of our network management.
The Company is persistently working to reduce the risks of potential flooding
and pollution. Reduction in blockages year-on-year has been possible due to
several preventive actions like increasing the efficiency of jet washing of the
network and long-term investments for developing the sewerage network. There
were more sewer blockages in the 1st quarter of 2013 than before, which was
caused by a long cold winter period that made it more difficult to perform the
preventive activities such as jet washing.
Mariliis Mia Topp
AS Tallinna Vesi
Head of Communications
[email protected]
62 62 275