Measuring performance
NWL performance against non-financial KPIs summary (unaudited)
| Performance | ||||||
| North (N) South (S) |
Target 2010/11 |
Target 2009/10 |
Target achieved | Current year | Previous year | |
| Customer satisfaction | ||||||
| Overall service (%) | N/S | 91 | 90 | 88 | 88 | |
| Value for money (%) | N/S | 87 | 85 | 83 | 84 | |
| Customer - levels of service | ||||||
| Properties at risk of low pressure | N | 256 | 274 | 260 | 271 | |
| S | 55 | 126 | 40 | 40 | ||
| Properties subject to unplanned | N | 1,700 | 3,000 | 8,6711 | 8,278 | |
| interruption of six hours or more | S | 1,100 | 2,000 | 1,434 | 3,353 | |
| Properties subject to hosepipe bans at any time during the year |
N/S | 0 | 0 | 0 | 0 | |
|
Properties subject to sewer flooding (other causes) |
N | 150 | 150 | 281 | 286 | |
|
Properties at risk of sewer flooding (once in 10 years or twice in 10 years) |
N | 688 | 76 | 397 | 559 | |
| Billing contacts responded to (within | N | 99.3 | 99.2 | 99.4 | 99.2 | |
| five working days) (%) | S | 99.3 | 99.2 | 99.4 | 99.6 | |
| Written complaints responded to | N | n/a | 99.8 | 99.9 | 99.9 | |
| (within 10 working days) (%)2 | S | n/a | 99.8 | 99.9 | 99.7 | |
| Bills based on meter readings (%) | N | 99.9 | 99.95 | 99.92 | 99.90 | |
| S | 99.9 | 99.95 | 99.93 | 99.95 | ||
| All telephone lines busy (%)2 | N | n/a | 0.05 | 0.17 | 0.07 | |
| S | n/a | 0.25 | 0.07 | 0.06 | ||
| Abandoned telephone calls (%)2 | N | n/a | 3.00 | 7.43 | 3.43 | |
| S | n/a | 2.00 | 4.31 | 1.95 | ||
| Water | ||||||
| DWI Mean Zonal Compliance (%) | N | 99.85 | 99.90 | 99.91 | 99.92 | |
| S | 99.95 | 99.98 | 99.82 | 99.99 | ||
| DWI Operational Performance Index (%) | N | 99.65 | 99.65 | 99.58 | 99.67 | |
| S | 99.98 | 99.98 | 99.97 | 99.98 | ||
| Distribution Maintenance Index (%) | N | 99.70 | 99.70 | 99.21 | 99.52 | |
| S | 99.85 | 99.85 | 99.94 | 99.96 | ||
| Environment | ||||||
| Sewage treatment works (%) | S | 100 | 99.7 | 100 | 100 | |
| Bathing waters Mandatory Standard (%) | N | 100 | 100 | 100 | 100 | |
| Pollution incidents (category 1, 2 and 3) | N | 102 | 89 | 114 | 94 | |
| Employees | ||||||
| Employee turnover (rolling %)3 | N/S | – | Industry average 9.2 | – | 6.5 | 6.4 |
| Lost time reportable accidents (per 1,000 | ||||||
| employees) | N/S | 4.3 | 10 | 5.7 | 6 | |
| Sickness absence (%) | N/S | 2.85 | 2.85 | 3.18 | 2.94 | |
Notes:
- Performance affected by two major bursts in Tyne & Wear and Northumberland.
- New Service Incentive Mechanism (SIM) measures have been introduced by Ofwat for 2010/11. These are being piloted and monitored during 2010/11, whereupon appropriate targets will be set.
- No target set, data for information.