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
4132
Submission date and time
22.07.2013 09:35:42
Content of announcement in Estonian
Title
AS Tallinna Vesi tootmistulemused 2013.aasta esimesel poolaastal
Message
Oleme saavutanud stabiilselt väga kõrge kvaliteeditaseme ning jätkame
järjepidevat tööd nii tulemuste hoidmise kui parandamisega kõigi näitajate
osas. Samuti oleme jätkuvalt pühendunud klienditeeninduse parandamisele ning
kogukonna keskkonnateadlikkuse tõstmisega seotud tegevustele.
Tegevusnäitajad 2013. aasta I poolaastal:
Tegevusnäitaja 2012 I 2013 I
pa pa
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Joogivesi
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Tarbija kraanist võetud vee kvaliteediproovide vastavus 99,73 % 99,80 %
nõuetele
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Veekadu jaotusvõrgus 16,40 % 16,64 %
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Keskmine veekatkestuse kestvus kinnistu kohta tundides 3,2 h 3,53 h
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Reovesi
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Kanalisatsioonitorustike ummistuste arv 398 478
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Kanalisatsioonitorustike purunemiste arv 62 74
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Kliendikontaktide arv ummistuste ja sademevee ära juhtimise 799 866
kohta
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Reovee puhastamise vastavus keskkonnanõuetele 100 % 100 %
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Klienditeenindus
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Kirjalike kontaktide arv 4647 4698
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Kliendikontaktide arv vee kvaliteedi teemal 100 90
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Kliendikontaktide arv veesurve teemal 340 326
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Kirjalike kontaktidele vastamine vähemalt 2 tööpäeva jooksul 98,4 % 98,6 %
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Lubaduste mittetäitmise arv 6 9
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Planeerimata veekatkestustest teavitamine vähemalt 1 tund 89,0 % 97,1 %
enne katkestust
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Kraanivesi on joogivesi
Pealinna joogivesi on jätkuvalt kvaliteetne ning seda võib julgelt juua.
Joogivee kvaliteedile kehtivad ranged seadusest tulenevad nõuded ning vee
kvaliteedi kontroll toimub vastavalt joogivee kontrollikavadele, mille kinnitab
Terviseamet. 2013. aasta esimesel poolaastal võeti tarbija kraaniveest 1478
veeproovi, millest vaid kolm ei vastanud nõuetele. Kvaliteedi taastamiseks
teostasime koheselt torustike hooldustöid, et mittevastavused likvideerida. 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 keskendume meie poolt pakutava teenuse töökindluse järjepidevale
parandamisele. Võrreldes 2012. aasta esimese poolaastaga on vähenenud nii
veesurvega kui vee kvaliteediga seotud kliendipäringute arv. See annab
tunnistust, et oleme suutnud klientidele tagada õige survega kvaliteetse
joogivee.
Klientide heaks
Peame kliendisuhtlusel oluliseks ennetavat tegevust, et reageerida
probleemidele kiiremini ning ära hoida tõsisemate probleemide tekke. Meie
peamiseks eesmärgiks on tagada, et kliendid teavad, millal nende probleemid
lahenduse leiavad. Et vähendada ebameeldivusi, mis kaasnevad veekatkestustega,
teavitasime 2013. aasta esimesel poolaastal 97% juhtudest kliente planeerimata
veekatkestustest ette.
Et saada vahetut tagasisidet viimase kuu kliendipöördumiste kohta ning
vajadusel koheselt reageerida rahulolematusele või küsimustele, küsime
klientidelt igakuist tagasisidet. 2013. aasta esimesel poolaastal oli
klientide hinnang 4-punkti skaalal 3,4 punkti.
Puhtam eluskeskkond
Lekete taseme vähenemist aastast-aastasse on võimaldanud järjepidev võrkude
kvaliteedi parandamine. Võrreldes kümne aasta taguse ajaga hoitakse
igapäevaselt kokku pea 13 tuhande kuupmeetri puhastatud joogivett. Hoolimata
perioodilisest kõikumisest veelekete tasemes, mida mõjutab muuhulgas ka
ilmastik, püsib veekadude hulk stabiilselt madalal tasemel.
Meie tähelepanu on jätkuvalt suunatud võimalike üleujutuste ning reostusega
seotud riskide vähendamisele. Selleks, et ennetavalt tuvastada remonti vajava
kanalisatsioonitorustiku asukohad, viime läbi torustiku kaameravaatluse
programmi. Selle tulemusel on kanalisatsioonitorustike remontide arv 2013.
aasta I poolaastal küll suurenenud, ent võimaldab pikemas perspektiivis tagada
teenuse tarnekindlus.
Kogukonna heaks
Oleme jätkuvalt pühendunud elanikkonna teadlikkuse tõstmisele, et kasutada
jätkusuutlikumalt veeressurssi ning vältida ummistusi. 2013. aasta maikuus
viisime taas läbi kampaania “K raanivesi on joogivesi”, millega julgustame
inimesi kraanivett jooma. Koos kampaaniaga ärgitame kraanivett joogiks valima
ka pealinna söögikohtades. Selleks, et kraanivesi joogiveena atraktiivsemaks
muuta, viisime partneriga Butterfly Lounge koostöös läbi ürituse “Elamusterohke
kraanivesi”, kus valmistati kraaniveest kokteile. Välimeedia uuringu tulemusel
jäi kampaania elanikele väga hästi silma ning uuring tõendas ka jätkuvat
kraanivee joomise kasvu elanike hulgas.
Mariliis Mia Topp
AS Tallinna Vesi
Kommunikatsioonijuht
62 62 275
[email protected]
Content of announcement in English
Title
AS Tallinna Vesi operational results for the first year of 2013
Message
We have achieved a very high and stable quality level and will continue to work
on maintaining the high performance levels and improvements on all indicators.
Our aim is to increasingly improve the customer service and raising the
awareness of the local community about environmental issues and activities.
Operational results in 1 half year of 2013
Indicator 2012 H1 2013 H1
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Drinking water
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Compliance of water quality at the customers tap 99,73 % 99,80 %
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Water loss in the water distribution network 16,4 % 16,64 %
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Average duration of water interruptions per property 3,2 h 3,53 h
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Wastewater
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Number of sewer blockages 398 478
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Number of sewer bursts 62 74
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Wastewater treatment compliance with environmental standards 100 % 100 %
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Customer service
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Number of written contacts 4647 4698
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Number of customer contacts regarding water quality 100 90
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Number of customer contacts regarding water pressure 340 326
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Responding written customer contacts within at least 2 work 98,4 % 98,6 %
days
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Number of failed promises 6 9
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Notification of unplanned water interruptions at least 1 h 89,0 % 97,1 %
before the interruption
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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 first half year of of 2013,
1478 samples were taken from the consumers’ taps, of which only three (3) were
non-compliant. We continue 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, we
focus on improving the security of supply. Compared to the same period in 2012,
the number of customer inquiries related to water pressure and the quality of
drinking water has decreased. This clearly demonstrates that we have been able
to supply drinking water with high quality and the right pressure.
For the customers
We deem it important to focus on precautionary activities which enable us to
react quickly and prevent more serious problems from occurring. Our aim is to
notify our customers of when their problems will be resolved. In order to
reduce inconvenience caused by interruptions to supply, in first half year of
2013, we notified customers of interruptions to water supply in advance in 97%
of the cases.
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 first half year of 2013,
the customers’ rating was 3.4 points on a 4-point scale.
Continuous work for a cleaner environment
Year-on-year decrease of the level of leakages has been achieved by consistent
efforts to improve the quality of our network management.Compared to the
situation ten years ago we are saving around 13000 m3 per day of good quality
drinking water. Despite the small changes in the level of the leakages, which
is also influenced by the weather, the level of water losses has remained on
low stable level.
We are persistently working on reducing the risks of potential flooding and
pollution. To reduce the amount of blockages in sewerage system we are carrying
through a camera observation program, which enables us to proactively identify
the locations where sewerage pipes requires reconstruction. As a result the
number of sewerage blockages has increased in first half year of 2013. In long
term this activity helps us to ensure reliable service.
For the community
We are continuously dedicated to increase the awareness of the community, to
use water resource in sustainable way and avoid blockages in sewerage system.
In May 2013 we carried out the campaign “Tap water is drinking water” to
encourage people to drink tap water. With the campaign we also instigate people
to choose tap water in restaurants of Tallinn. To make tap water more
attractive as a drinking water, in May we carried out an event “Meaningful tap
water” in Butterfly Lounge, who is our partner in restaurant co-operation, to
make cocktails out of tap water. The outdoor media survey proved continuous
increase in drinking tap water and that the campaign was well-seen among
people.
Mariliis Mia Topp
AS Tallinna Vesi
Head of Communications
62 62 275
[email protected]