Börsiteade

Pealkiri

AS Tallinna Vesi's operational performance in the first quarter of 2014

Teade

Similarly to previous years, the first quarter of 2014 can be characterised by
stability Above all, it gives security to our consumers that they are provided
with a high-quality drinking water, stable water supply and service of
wastewater discharge. In addition to the quality of service, we also
concentrate on being a good partner for our customers. The feedback from our
customers has become more positive, but despite that we aim to continue making
efforts to fulfil customers’ expectations. 

Operational indicators for the 1st quarter of 2014

Indicator                                               2013 Q1  2014 Q1        
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Drinking water                                                                  
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Compliance of water quality at the customers tap        99,86 %            100 %
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Water loss in the water distribution network                17%          17,73 %
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Average duration of water interruptions per property    3,13 h   2,29 h         
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Wastewater                                                                      
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Number of sewer blockages                                   251              231
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Number of sewer bursts                                      125              118
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Number of customer contacts regarding floodings,            420              268
 blockages and storm water                                                      
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Wastewater treatment compliance with environmental         100%  100%(excl. Zn  
 standards                                                        and Cu)       
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Customer Service                                                                
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- 
Number of written complaints                                 37               15
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Number of customer contacts regarding water quality          29               27
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Number of customer contacts regarding water pressure        113               72
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Responding written customer contacts within at least 2   99,7 %           99,4 %
 work days                                                                      
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Number of failed promises                                     3                4
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Notification of unplanned water interruptions at least     96 %           97,4 %
 1 h before the interruption                                                    
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Tap water is drinking water

The first quarter of 2014 once again showed an excellent performance on water
quality. In the first quarter of 2014, we took a total of almost 800 water
samples from the consumers’ taps in Tallinn, Saue and Maardu and all of them
were in compliance with the applicable quality requirements to the extent of
100%. As the water quality has remained at a uniform high level for years now,
we keep on encouraging people to drink tap water. 


A reliable service

We understand that the services provided by us considerably influence the
quality of life of the residents. Therefore, we concentrate on a continuous
improvement of our services’ reliability in order to ensure a high quality
service twenty-four hours. For example, in the first quarter we were able to
decrease the duration of water interruptions as a result of a proactive
planning of works. At the same time, it also meant that there were less
inconveniencies for residents caused by water interruptions and they had less
motives to turn to us. 

Cleaner environment

Our focus continues to be on reducing the risks related to potential floodings
and pollution as well as any unpleasant impact on customers. In the first
quarter of 2014, preventive jet washing resulted in a decrease of sewer
blockages by 8% compared to the same period last year. 

The level of leakages is also decreasing year-on-year due to preventive
actions. The first quarter leakage level was 17.73% and the average in March
was 9.26%. This saves approximately 13 000 m3 of treated drinking water a day
compared to the time 10 years ago. 

2014 is the Baltic Sea Year, when all the Baltic Sea countries aim to attract
more attention to the marine environment. Over the years we have made extensive
investments in upgrading and developing the treatment technology and therefore
we can be proud of our contribution.  The effluent discharged to the sea
continues to comply with all requirements, except for the concentration of zinc
and copper. Namely, under the water abstraction permit issued by the
Environmental Board in December 2013, the former limit concentrations of heavy
metals in treated effluent were reduced 400 times. Although Paljassaare
wastewater treatment plant is removing 70 - 80% of zinc and copper from the
wastewater, which is a very good result, we are currently not technically able
to meet the limit values. New limits cause problems across water sector in
Estonia. 

Customer is our partner

Our wish is that our activity would have as little unpleasant impact on
customers as possible. In 2014, the number of complaints has significantly
decreased compared to the same period last year. In the first quarter of 2013,
the number of complaints was 37, while this year there have been only 15
complaints. We also deem very important that our customers know when their
questions would be resolved. We monitor the compliance with the promised
deadlines with proper diligence and inform our customers when we are not able
to fulfil an agreement. 

Our communication with customers concentrates on preventive activities in order
to enable us to react on problems faster and avoid more serious issues from
occurring. We ask for a monthly feedback from our customers to be able to
immediately deal with the subjects where we do not meet customers’
expectations. In the first quarter of 2014, our customers’ assessment on our
work was more positive than in the same period last year – the result was 3.63
points on a 4-points scale compared to 3.37 in 2013. 


         Mariliis Mia Topp
         AS Tallinna Vesi
         Head of Communications
         Tel: (+372)62 62 275
         [email protected]