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AS Tallinna Vesi´s operational performance during the first half of 2017

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AS Tallinna Vesi´s operational results for the first six months of 2017, were
once again excellent. Positive development trends are seen in the drinking
water and wastewater quality indicators, as well as in customer service quality
standards. 

Drinking water quality is consistently excellent

In the first half of 2017, the drinking water quality remained excellent. In
total, we took 1,482 samples from the consumers´ taps in our service area, and
carried out 12,680 water analyses. 

Similar to previous years, nearly all of the analyses or 99.93%, were compliant
with the stipulated requirements. Only one sample exceeded the allowed limits.
We react to such cases promptly, and if necessary complete additional
maintenance work on the network. We remain committed to supplying high quality
drinking water, and keep the promise of creating a better life with clean
drinking water. 

The results of drinking water analyses, can be seen on the company’s web page.

Consistent quality of drinking water, has also grown the consumers´ trust in
tap water. We continue to promote environmental awareness, and encourage people
to choose tap water over bottled water, both in the home and in restaurants. A
recent phone survey revealed positive results: tap water is now being served in
a growing number of cafes and restaurants in Tallinn, and the majority of
restaurants surveyed, are now serving tap water to their customers. 

Satisfied customers

It is imperative that we continue to provide, an uninterrupted water and
wastewater service to our customers. 

As a testament to our continued commitment to maintain and reconstruct the
networks, and improve the water and wastewater treatment processes, both the
number of sewer blockages and bursts have reduced further. Water losses in the
water distribution network, have reached an all-time low in the second quarter
of 2017, and now stand at – 12.94%. 

Another key indicator, directly affecting customers, is the duration of water
interruptions. We have managed to reduce the average interruption time even
further, bringing the average time down to just 3 hours and 15 minutes. 

Improved operational results are also reflected in the feedback we receive from
our customers. We can confidently say that customers are satisfied with the
services Tallinna Vesi provides. In the first half of the year, we only
received 17 written complaints. The number of customer contacts regarding water
pressure has also reduced. We have managed to keep our promise to answer 100%
of the written customer contacts within 2 working days. Even though bursts in
the network are often unforeseen, we managed to inform all of our clients about
unplanned water interruptions, at least an hour before they occurred. 

In order to make interaction with AS Tallinna Vesi more convenient, we have
launched a mobile app that allows customers to report meter readings, and view
their consumption history with ease.  AS Tallinna Vesi will continue to pursue
further improvements in developing the self-service channels. 

A reserach agency Kantar Emor conducts regular customer satisfaction surveys
for Tallinna Vesi. In the first half of the year, the customer satisfaction
index reached 4.2 points out of a possible 5, which is once again an excellent
result. 

We care about the environment

AS Tallinna Vesi does not compromise on safety or protecting the environment.
Our final effluent, was once again 100% compliant with the applicable permit
requirements. Maintaining the quality of final effluent, is essential to the
continued security of the Baltic Sea and  therefore we continue to seek
possibilities to improve our processes even further. 

Besides our main activities, one of our aspirations is to make the surrounding
environment a better place. To help fulfil that purpose, we have opened several
public water taps across the City this summer. Shortly we will open a new water
tap near the Ülemiste cycling path. We also support the events that are
important to the local community – for example we made sure that all of the
participants of the song festival had fresh drinking water available and we
also provided fresh drinking water, to other sporting events. 

Our traditional open house event was held at Paljassaare WWTP, and attrated
nearly 200 visitors, who were interested to learn about the wastewater
treatment process. In September, we will be welcoming visitors at our Ülemiste
Water Treatment Plant. 

Operational indicators for the first half of 2017:

Indicator                                                   Unit    2017    2016
                                                                       6       6
                                                                  months  months
--------------------------------------------------------------------------------
Drinking water                                                                  
--------------------------------------------------------------------------------
Compliance of water quality at the customers’ tap            %    99.93%  99.93%
Water loss in the water distribution network                 %    13.33%  16.22%
Average duration of water interruptions per property in      h      3.25    3.54
 hours                                                                          
Wastewater                                                                      
--------------------------------------------------------------------------------
Number of sewer blockages                                    No      393     367
Number of sewer bursts                                       No       72      52
Wastewater treatment compliance with environmental           %    100.0%  100.0%
 standards                                                                      
Customer Service                                                                
--------------------------------------------------------------------------------
Number of written complaints                                 No       17      21
Number of customer contacts regarding water quality          No       70      48
Number of customer contacts regarding water pressure         No      146     157
Number of customer contacts regarding blockages and          No      539     569
 discharge of storm water                                                       
Responding written customer contacts within at least 2       %    100.0%   99.1%
 work days                                                                      
Number of failed promises                                    No        3       2
Notification of unplanned water interruptions at least 1 h   %    100.0%   97.9%
 before the interruption                                                        




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