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 corporate action
Unique data record identifier
7411
Submission date and time
25.07.2019 16:30:00
Content of announcement in Estonian
Title
ASi Tallinna Vesi 2019. aasta 2. kvartali tootmistulemused
Message
2019. aasta teises kvartalis saavutas Tallinna Vesi väga head tootmistulemused. Püsivalt rõõmustavad on tulemused nii joogivett kui ka reovett puudutavates näitajates, samuti on heal tasemel ettevõtte klienditeenindus. Kindel veeteenus 2019. aasta teises kvartalis püsis joogivee kvaliteet väga hea. Tarbija kraanist võetud proovide vastavus nõuetele oli 99,17%. Kokku võeti teises kvartalis 725 veeproovi. Veekvaliteedi tagamisel on väga oluline nii Ülemiste veepuhastusjaama spetsialistide asjatundlik töö puhastusprotsesside juhtimisel kui ka veetorustike uuendamisel ja hooldamisel. Keskmine veekatkestuse kestvus kinnistu kohta oli teises kvartalis 2 tundi ja 39 minutit, samas kui 2018. aasta samal perioodil kestis katkestus keskmiselt 3 tundi ja 35 minutit. Jätkame sihipäraseid investeeringuid, et tagada võrkude jätkuv töökindlus. 2019. aasta teises kvartalis teostasime koostöös Tallinna linnaga vee- ja kanalisatsioonitorustiku rekonstrueerimistöid näiteks Reidi teel ja Hiiu- Suurtüki ristmikul. Lekete tase veevõrgus püsib samuti rekordiliselt madal. Kui eelmise aasta teises kvartalis oli lekete tase veevõrgus 13,0%, siis tänavu jäi näitaja vaid 11,6% juurde. Tasemel teenindus Tipptasemel tootmistulemuste kõrval on ettevõtte jaoks oluline ka väga hea klienditeeninduse pakkumine. Oleme seadnud endale selged ja pinguldavad eesmärgid ning anname klientidele lubadusi nii suhtluse kui ka probleemide lahendamise kiiruse osas. 2019. aasta esimeses pooles ei õnnestunud meil kahe katkestuse puhul tagada veevarustust täpselt lubatud ajaks, mistõttu maksime 56- le kliendile rahalist kompensatsiooni. Samuti peame oluliseks, et kliendid saaksid endale olulise info või vastuse küsimustele võimalikult kiiresti. Selleks mõõdame pöördumistele vastamise kiirust ja oleme seadnud eesmärgiks, et kõigile vähem keerukatele kirjalikele kontaktidele vastame hiljemalt kahe tööpäeva jooksul - seda eesmärki oleme suutnud tänavu sajaprotsendiliselt täita. Klientide rahulolu suurendamiseks oleme pidevalt arendamas oma teeninduskanaleid ja otsimas viise, kuidas muuta protsessid klientide jaoks kiiremaks ja mugavamaks. Teises kvartalis käivitasime SMS-teavituste süsteemi, mille abil saame tulevikus kliente näiteks katkestustest või kokkulepitud kohtumistest operatiivsemalt teavitada. Aasta teises pooles tutvustame oma klientidele uuenenud iseteeninduskeskkonda internetis ja oleme kaasajastamas ka mobiilirakendust. Hoiame keskkonda 2019. aasta teises kvartalis vastas Paljassaare reoveepuhastusjaamas puhastatud reovesi kõigile esitatud nõuetele. Puhastusprotsessi tõhususe ja heitvee kvaliteedi hindamiseks jälgitakse reoainete sisaldust puhastusjaama sisenevas reovees ja sealt väljuvas heitvees. Heitveelabor teostab analüüse reoveepuhastuse erinevatest etappidest. Saadud info võimaldab meil veelgi tõhustada puhastusprotsessi ja tõsta heitvee kvaliteeti. Tegevusnäitaja Ühik 2019 6 kuud 2018 6 kuud 2019 Q2 2018 Q2 ------------------------------------------------------------------------------- Joogivesi ------------------------------------------------------------------------------- Tarbija kraanist võetud vee kvaliteediproovide vastavus nõuetele % 99.5% 99.9% 99.2% 100.0% Veekadu jaotusvõrgus % 12.2% 14.1% 11.6% 13.0% Keskmine veekatkestuse kestvus kinnistu kohta tundides h 2.63 3.28 2.67 3.58 Reovesi ------------------------------------------------------------------------------- Kanalisatsioonitorustike ummistuste arv Arv 302 295 143 139 Kanalisatsioonitorustike purunemiste arv Arv 59 50 30 25 Reovee puhastamise vastavus keskkonnanõuetele % 100% 100% 100% 100% Klienditeenindus ------------------------------------------------------------------------------- Kaebuste arv Arv 81 69 41 48 Kliendikontaktide arv vee kvaliteedi teemal Arv 172 101 145 87 Kliendikontaktide arv veesurve teemal Arv 154 183 100 145 Kliendikontaktide arv ummistuste ja sademevee ära juhtimise kohta Arv 542 516 214 266 Kirjalike kontaktidele vastamine vähemalt 2 tööpäeva jooksul % 100.0% 100.0% 100.0% 100.0% Lubaduste mittetäitmise arv Arv 56 31 56 28 Planeerimata veekatkestustest teavitamine vähemalt 1 tund enne katkestust % 97.7% 94.4% 98.4% 93.7% Eliis Vennik Kliendisuhete ja Kommunikatsiooni juht AS Tallinna Vesi Tel: (+372) 62 62 275 [email protected] ??
Content of announcement in English
Title
AS Tallinna Vesi’s operational performance in the 2nd quarter of 2019
Message
AS Tallinna Vesi achieved excellent operational results in the 2(nd) quarter of 2019. We were glad to see consistently high performance in the parameters reflecting the quality of both drinking water and treated effluent, as well as customer service. Reliable water service The quality of drinking water was excellent in the 2(nd) quarter of 2019. Water samples taken from customers' taps, were 99.17% compliant with the requirements. A total of 725 water samples were taken during the 2(nd) quarter. The professionalism of specialists managing the treatment process at Ülemiste Water Treatment Plant, as well as renewal and maintenance of water network, are instrumental in ensuring high quality water to our customers. The average water disruption time to individual properties was 2 hours and 39 minutes in the 2(nd) quarter of 2019, whereas, the result in the same period of 2018 was 3 hours and 35 minutes. We continue to make targeted capital investments to ensure the continued reliability of the infrastructure. In the 2(nd) quarter of 2019, we performed reconstruction works on water pipes and sewers on Reidi street and Hiiu-Suurtüki crossroads in collaboration with the City of Tallinn. The level of leakages in the water network continues to be record low. This year we achieved 11.6% for the level of leakages in the second quarter, which is quite an improvement in comparison with 13.0% in the 2(nd) quarter last year. High service standards Besides outstanding operational performance, the Company has set itself high standards to provide first-class customer service. We have set clear and challenging targets and give promises to our customers in terms of the speed of our response and problem-solving. There were two instances in the first half of 2019, where failed to restore the water supply by the promised time exactly, and we paid relevant compensation to 56 customers. 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. This year we have managed to meet the target 100% so far. In order to further improve customer satisfaction, we continue to develop our customer interaction channels, and look for ways to make the processes quicker and more convenient. In the 2(nd) quarter, we launched the system of notifications via SMS, which allows us to notify our customers of e.g. interruptions or appointments with our specialists in a more promptly manner. In the second half of the year, we will be introducing a new self-service environment, and we are also in the process of upgrading the mobile phone application. We care for the environment In the 2(nd) quarter of 2019, the treated effluent leaving Paljassaare Wastewater Treatment Plant was compliant with all stipulated quality requirements. For the purpose of assessing the treatment efficiency and the quality of wastewater, we monitor pollutants in both the incoming wastewater and treated effluent discharged into the sea. 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 efficiency as well as effluent quality. OPERATIONAL INDICATORS FOR SIX MONTHS OF 2019 Indicator Unit 2019 6 months 2018 6 months 2019 Q2 2018 Q2 ------------------------------------------------------------------------------- Drinking water ------------------------------------------------------------------------------- Compliance of water quality at the customers' tap % 99.5% 99.9% 99.2% 100.0% Water loss in the water distribution network % 12.2% 14.1% 11.6% 13.0% Average duration of water interruptions per property in hours h 2.63 3.28 2.67 3.58 Wastewater ------------------------------------------------------------------------------- Number of sewer blockages No 302 295 143 139 Number of sewer bursts No 59 50 30 25 Wastewater treatment compliance with environmental standards % 100% 100% 100% 100% Customer Service ------------------------------------------------------------------------------- Number of complaints No 81 69 41 48 Number of customer contacts regarding water quality No 172 101 145 87 Number of customer contacts regarding water pressure No 154 183 100 145 Number of customer contacts regarding blockages and discharge of storm water No 542 516 214 266 Responding written customer contacts within at least 2 work days % 100.0% 100.0% 100.0% 100.0% Number of failed promises No 56 31 56 28 Notification of unplanned water interruptions at least 1 h before the interruption % 97.7% 94.4% 98.4% 93.7% Eliis Vennik Head of Customer Relations and Communications AS Tallinna Vesi Tel: (+372) 62 62 275 [email protected]??