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Pealkiri

AS Tallinna Vesi Operational Performance in 9 months of 2012

Teade

As reported throughout the year, all main activity indicators show stable
performance or continuous improvement. In addition to delivering the highest
standards for water quality, the main performacne indicator, during the first 9
months of 2012 AS Tallinna Vesi has achieved its best ever results in
wastewater treatment, networks and level of leakages. The Company continues its
efforts both in maintaining high performance levels and improvements in all
indicators as well as improving customer service. The Company also focuses
increasingly on raising the awareness of the local community about
environmental issues and activities. The company’s environmental performance
has been recognized by the European Commission, with the company nominated for
the EMAS 2012 award. 

Operational results in 9 months 2012

                                                          2011 9      2012 9    
                                                           months      months   
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Water                                                                           
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Compliance of water quality at the customers tap          99,64 %     99,59 %   
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Water loss in the water distribution network              18,77 %     16,03 %   
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Average duration of water interruptions per property      3,7 h       3,5 h     
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Number of customer contacts regarding water pressure      601         544       
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Wastewater                                                                      
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- 
Number of sewer blockages                                 757         536       
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Number of customer contacts regarding blockages and       1487        1239      
 storm water                                                                    
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Wastewater treatment compliance with environmental        100 %       100 %     
 standards                                                                      
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Customer service                                                                
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- 
Responding written customer contacts within at least 2    95,2 %      98,4 %    
 work days                                                                      
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Number of written complaints                              335         147       
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Number of failed promises                                 52          16        
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Notification of unplanned water interruptions at least 1  97,9 %      90,5 %    
 h before the interruption                                                      
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Drink tap water

Strict rules derived from the legislation apply to drinking water´s quality.
Check of water quality is carried out in accordance to the sampling schedule,
which is approved by the Health Board. During the first 9 months of 2012, from
2193 water samples taken at customers’ taps 99,59% were compliant with all
requirements. This means only 9 samples out of 2193, did not comply with the
requirements. This result exceeds the level agreed with the City of Tallinn in
Service Agreement and is comparable to the Western-European water quality
level. 

Network performance

The Company considers the sustainable use of water resources to be crucial.
This is witnessed by the significant reduction in leakages, enabled by the
Company’s focused efforts. Better management and monitoring of water and
sewerage network as well as quick response to leakages and bursts has led to a
significant reduction in leakages and interruptions to supply. When in 2001 the
level of leakages exceeded 32%, for the 12 month period ended 30th of September
 2012 the level reached just 16,03%. Compared to ten years ago, more than 13
thousand cubic metres of treated drinking water are saved on a daily basis,
which is equivalent to the amount of water used by Tartu every day. 

The Company is persistently working to prevent blockages, in order to reduce
the risks of flooding and pollution. Compared to previous year, customers are
witnessing less problems with blocked pipes and sewerage drainages compared to
earlier. Reduction in blockages has been possible due to several preventive
actions like jet washing the network and long-term investments for developing
the sewerage network. In addition to preventing blockages, the Company is also
eliminating blockages quicker than previously. Compared to previous year the
number of blockages has reduced by 30%. This result has ensured the best level
of services for customers within recent years. 

Continuous improvement of customer experience

The Company considers precautionary activities very important in order to
enable the Company to react quickly and prevent more serious problems from
occurring. For the first nine months of 2012 all customer service indicators
are showing an improvement in performance, such as less complaints. One of the
Company’s main objects is to ensure its customers know by when their problems
will be solved.  In third quarter the Company achieved its objective of
notifying over 90% of customers at first call about what actions and when will
be taken after the customer's contact. 

For continuous improvement of customer service, a new web-based customer
feedback survey format was developed and implemented. With the help of the
results, the company can better identify areas which customers are not
satisfied with and ensures we can prioritise areas of our work that need
attention. Additionally to ensure the fastest and most convinient billing for
its customers, the Company started an outdoor media campaign to call up
customers to use e-service instead of paper billing. 

For the benefit of a clean living environment

Paljassaare Wastewater Treatment Plant is removing more and more pollution from
the wastewater each year, in order to comply with environmental requirements
and to ensure a clean Baltic Sea and Bay of Tallinn. Thanks to biofilter the
amount of nitrogen discharged to the sea, has decreased almost 40%. Therefore,
the amount of the most important pollutants in cleaned wastewater has decreased
by 179 tons. This is the lowest amount of nitrogen discharged to the Baltic sea
in the history of the company. 

The Company is focused on improving its environmental performance. As a
recognition, the Company is pleased that the European Comission has nominated
AS Tallinna Vesi for the EMAS 2012 award for water management. The Company
believes to get a nomination from such a respected instituion to be a clear
demonstration of the level of environmental performance being achieved by AS
Tallinna Vesi and all of its staff, teams and contract partners. 

Engaged environmentally aware community

During 9 months in 2012, the company continued actions to engage and increase
the environmental awareness in community. In August an open door day in
Watertreatment Plant was carried out to introduce the plant’s activities to all
interested people. 


         Mariliis Mia Topp
         Head of Communications
         AS Tallinna Vesi
         62 62 275
         [email protected]