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Pealkiri

AS Tallinna Vesi's operational performance in 2016

Teade

Our priority is to provide our customers with the highest quality drinking
water, a reliable water supply and an effective wastewater discharge service.
Similarly to previous years, we have also provided an excellent service to our
customers. We remain focused on maintaining and improving all our key
performance indicators, so our consumers can rely and depend on the services
they receive. Water quality last year, was the best in the company’s history
and we managed to retain leakage performance amongst the best in class, despite
a very cold 1st quarter. 

Operational indicators for 2016

Indicator                                                           2016    2015
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Drinking water                                                                  
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Compliance of water quality at the customers’ tap                 99.93%  99.86%
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Water loss in the water distribution network                      15.07%  14.68%
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Average duration of water interruptions per property in hours     3.44 h  3.22 h
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Wastewater                                                                      
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Number of sewer blockages                                            670     737
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Number of sewer bursts                                               107     127
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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 complaints                                          45      67
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Number of customer contacts regarding water quality                  166     115
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Number of customer contacts regarding water pressure                 339     337
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Number of customer contacts regarding blockages and discharge of   1,190   1,061
 storm water                                                                    
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Responding written customer contacts within at least 2 work days  99.46%  99.20%
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Number of failed promises                                              4       9
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Notification of unplanned water interruptions at least 1 h         98.8%   98.7%
 before the interruption                                                        
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Tap water is drinking water

Tap water quality remains excellent, and is comparable to that of any other
country in West-Europe. Strict legal requirements apply to the quality of
drinking water, and compliance is monitored in accordance with the drinking
water monitoring programmes, approved by the Estonian Health Board. 

In 2016, we took a total of 2,948 samples across our service area (Tallinn and
Saue) (2015: 2 945) and 99.93% of the water samples taken, were compliant with
all the requirements (2015: 99.86%). Thus, only two samples in 2016 and 2015
exceeded the prescribed limit values. Subsequently, we completed additional
maintenance work on the water network in question, and the repeated samples
were fully compliant. The consistent high quality is the result of an efficient
water treatment process, preventive actions reducing the number of water bursts
on the network, timely investments and effective maintenance of the water
network. 

The results of drinking water analyses taken from Lake Ülemiste, the Water
Treatment Plant, ground water and customers’ taps, can be found on the
company’s website. 

For us it is very important that our customers trust the quality of their water
and recognise that tap water is safe to drink. Over the years, we have
repeatedly promoted tap water as drinking water. In recent years, it can be
seen that people value water quality and according to a survey carried out by
Kantar Emor in 2016, already 80% of end users drink tap water, whilst in 2011
this figure was only 48%. 

A reliable service

It is important for all consumers to have a reliable and high-quality service
that is available 24/7. We therefore strive to plan and optimise our
activities, to minimise disruption and inconvenience, wherever possible. 

Preventive works on networks have resulted also in very low leakage rate of
15.07% during 2016, which is slightly higher than in 2015 (14.68%), but still
represents a very good result. 

We continue to make targeted capital investments, renovating or replacing
assets based on previous condition surveys and performance data, to ensure the
continued reliability of the infrastructure. At the end of 2016, we finished
the complex repair of Tihase tunnel collector, through which the wastewater
from Mustamäe and Õismäe is directed to Paljassaare. We also constructed 600 mm
water pipe in Tondi that now provides a parallel supply to almost 100,000
people. 

Over the years, the customers’ need to inform us of problems has shown a
declining trend. The number of customer contacts on various topics has
increased to some extent in 2016. At the same time, the number of written
complaints and failed promises has declined during the same period. There were
45 complaints submitted in 2016, compared to 67 complaints in 2015. We continue
to work hard, so that people would have less reasons to be unsatisfied. 

We ask regular feedback from our clients, so that we could further improve our
customer service, react on problems in a timely manner and focus on more
problematic areas. Annually we order Kantar Emor to carry out a satisfaction
survey among our customers. This is an extensive survey, mapping the
satisfaction of both our contractual clients and end users with our work and
activities. The assessment is being given based on their client experience and
direct contact with the company, but also on the opinions created by the media
coverage, services, or other type of indirect or direct contact. 

In 2016, already second year, the customer retention (TRI*M index) has been
very high, being 94 points. For years now, we have continued to stand out with
the ratings significantly higher than the European average of industrial sector
(69 points) and the top 10% of utility companies (87 points). 

Cleaner environment

We provide wastewater discharge service to nearly one third of the Estonia’s
population located in Tallinn, and some of the surrounding municipalities. The
company’s wastewater treatment plant is located at Paljassaare, which is
constantly being updated with new technologies, to ensure continued compliance
with ever tightening environmental legislation. In 2016, final effluent was
again 100% compliant with the stipulated permit requirements. 

We remain focussed on reducing the possible risk of flooding within our network
and preventing any pollution incidents. The number of sewer blockages provides
a good indication as to how we are proactively managing the network, for
example jet washing. In 2016, the number of sewage blockages reduced by 9.09%
compared to 2015, i.e. when in 2015 we eliminated 737 blockages, then this year
we eliminated 670 blockages. 


         Riina Käi
         AS Tallinna Vesi
         Chief Financial Officer
         Ph: (+372) 62 62 262
         [email protected]