Performance Pledge2018/19

Performance PledgeWe launched the performance pledge scheme in 1993 and have since announced our performance achievements annually. You will find in this booklet a complete list of our achievements in 2017/18, our targets for 2018/19 and highlights of our major public relations activities in 2017/18.

Performance MeasurementsFor Daily Water Supply Services and Telephone Enquiry Services, service performance is measured by achievement of targets in terms of quality levels or standard times involved.

For Account-related Services, Meter-related Services and Other Services, targets are stipulated in minutes for services provided at our Customer Enquiry Centres or through the telephone and in working days / calendar days for services not provided through these channels.

Effective MonitoringTo ensure customer satisfaction, various service-monitoring mechanisms have been adopted to help us pursue continuous improvement in our customer services. Customers are welcome to express their comments on our service standards through various channels, such as our telephone hotline, fax, Customer Enquiry Centres, the Internet, WSD Mobile App, commendation and suggestion forms, regular customer opinion surveys, etc.

WSD Tin Shui Wai Buildingwas opened in August 2018

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Fresh water quality i 100% compliance with the Hong Kong Drinking Water Standards i

Target achieved

Salt water quality ii 96% compliance with WSD Water Quality Objectives

Target achieved

Supply pressure•fresh water supply •salt water supply

15 - 30 metres iii

15 metres iiiTarget achievedTarget achieved

Response time for attendance to fault complaints•fresh water supply fault iv

•othersHalf a day24 hours

Target achievedTarget achieved

Notice for planned suspension of water supply

4 working days’ advance notice Target achieved

Duration of suspension of water supply for planned work

98% within 8 hours Target achieved

Time after receipt of report of burst main for valve closure to enable repair works to start •for pipe diameter up to 300mm

•for pipe diameter above 300mm to 600mm

94% within 1.5 hours75% within 1 hour and 15 minutes94% within 2.5 hours 75% within 2 hours

92.16% within 1.5 hoursTarget achieved Target achieved 71.43% within 2 hours

Maximum duration of supply interruption due to fresh water main burst

85% within 8 hours70% within 7 hours

84% within 8 hoursTarget achieved

Provision of emergency temporary fresh water supply after isolation of burst main

85% within 3 hours v Target achieved

Revised description of the target for 2018/19 in order to reflect the extension of the point of compliance from connection points to customer ends as well as the adoption of Hong Kong Drinking Water Standards since September 2017, which follow the corresponding guideline values set out in the World Health Organization (WHO) Guidelines for Drinking-water Quality, for compliance monitoring. Target in 2017/18 was “Fresh water quality (at connection points) - 100% compliance with WHO Guidelines for Drinking-water Quality (2011)”.

Revised description of the target for 2018/19 in order to reflect the extension of compliance monitoring from connection points to customer ends. Target in 2017/18 was “Salt water quality (at connection points) - 96% compliance with WSD Water Quality Objectives”.

Minimum residual head in the distribution systems except at their extremities.

Including cases of no fresh water supply; polluted fresh water supply; and internal fresh water pipe burst likely to cause flooding.

Emergency temporary water supply, which will normally not be provided for supply interruptions expected to last for not more than 3 hours, will be provided in the form of standpipes, water tanks or water wagons.

i.

ii.

iii.

iv.

v.

Daily Water Supply Services

2018/19 Performance Targets and2017/18 Achievements

Services 2018/19 Targets 2017/18 Achievements

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2018/19 Performance Targets and2017/18 Achievements

Taking up of consumership•in person•by phone•by post•by fax•by email

15 minutes vi

15 minutes vi

7 working days vii

7 working days vii

7 working days vii

Target achieved99.97% Target achievedTarget achievedTarget achieved

Issue of final bill upon closure of account 3 working days Target achieved

Refund of water deposit 9 working days viii 99.98%

Application for autopay 3 working days ix Target achieved

Reply to application for metered supply to new building projects

20 working days 99.9%

Accuracy of water meters Inaccuracy not exceeding ±3% 97.7%

Meter Testing 8 working days x Target achieved

Accuracy of meter readings 99.95% Target achieved

Fixing of water meters for new accounts 2 working days 99.98%

Reconnection of water supply 1 working day xi Target achieved

Issue of meter test report 3 working days xii Target achieved

Inspection of new building projects 7 working days xiii 99.91%

Issue of “Certificate Regarding Water Supply Connection (Form WWO 1005)”

10 calendar days xiv Target achieved

Meter-related Services

Services 2018/19 Targets 2017/18 Achievements

Account-related Services

Success rate of measurable incoming calls connected to Customer Telephone Enquiry Centre

99% 98.76% measurable incoming calls connected to Customer Telephone Enquiry Centre

Success rate of calls connected to operators

94% Target achieved

Waiting time for operatorservice

70% not more than 30 seconds Target achieved

Telephone Enquiry Services

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Application for fishing licence•by post•in person

3 working days 10 minutes

99.6%Target achieved

Interim reply to correspondence from the public

10 calendar days 99.99%

Reply to application for plumber licence

10 working days Target achieved

Conducting publicity campaigns and seminars for promotion of combating unauthorised water consumption

60 nos. Target achieved

Initiating an investigation after receiving a complaint on suspected unauthorised water consumption within one day

85% Target achieved

Other Services

Processing time.

Complete process, including finalising account of the outgoing customer.

The cheque for refund of water deposit will be issued within 9 working days after issue of final bill.

Upon receipt of notification from banks.

From removal of meter to meter test.

After payment has been received.

After the water meter test has been conducted.Target in 2018/19 is enhanced to 100% within 3 working days. Target in

2017/18 was 99% within 3 working days.

Upon report of completion of plumbing works by the licensed plumber.

After (a) receipt of application form WWO 132 Pt II;

(b) the plumbing works have been inspected to the satisfaction of the Water Authority; and

(c) water supply connection has been made.

vi.

vii.

viii.

ix.

x.

xi.

xii.

xiii.

xiv.

Services 2018/19 Targets 2017/18 Achievements

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Public Relations Activities

The Water Supplies Department (WSD) Customer Liaison Group has been an effective channel to collect valuable opinions from Group members from all walks of life since its establishment in July 1993. A customer newsletter, Waterlink, is published after each Group meeting held every 4 months.

The predecessor of the Advisory Committee on Water Supplies (ACWS) was the Advisory Committee on the Quality of Water Supplies, which was founded in April 2000. In response to the concern of the public on the conservation and management of water resources, the Government expanded the scope of the Advisory Committee and renamed it Advisory Committee on Water Resources and Quality of Water Supplies from April 2012. Against the growing expectation from the public on wider aspects of water supplies such as water network management in addition to water resources-related issues and the quality of water supplies in Hong Kong, the Government further expanded the scope of the Advisory Committee to cover water network management and renamed it ACWS from April 2016.

The ACWS is an independent body comprising members from the public and government representatives including academics, district councillors, green advocates, professionals, trades and officials from related government departments and bureau.

The WSD spares no effort in promoting revenue-raising, expenditure-cutting and water-saving messages. In April and May 2017, the department also supported various organisations by co-organising activities and set up a number of game booths to educate the public how to save water in daily life. WSD’s volunteer team also provided assistance at the events. These activities

included “Walk for Living Water” organised by the Amity Foundation on 29 April to raise funds for the rural area in China for building water facilities; “Walk for Water” organised by A Drop of Life to raise funds to build water storage and sanitation facilities in Nepal, Cambodia, and China; and “The Hong Kong Water Race” held by Wofoo Social Enterprises on 20 May at the Sha Tin Racecourse. Over 4,000 participants joined the competition. Through participating in the orienteering and water-related tasks, participants were inspired to conserve water in their daily life.

WSD set up an exhibition booth at the “HKIE Fiesta 2017” organised by the Hong Kong Institution of Engineers on 11 June 2017 to introduce to the public the pilot floating solar power systems installed at Shek Pik Reservoir and Plover Cove Reservoir. Apart from informative display boards, an interactive touch panel was also installed at the exhibition booth. The public were able to get to know the locations, advantages, technical features and potential of the floating solar power systems, as well as WSD’s effort to maintain a stable supply of safe water, develop and apply green technologies for environmental conservation.

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WSD had held “Water Conservation – Past • Present • Future” Roving Exhibition in 18 districts during the period of August 2017 to June 2018. Through the exhibition, the public gained a thorough understanding of Hong Kong’s water supply history and water resources management, so as to understand the importance of conserving precious water resources. The exhibition also touched on Hong Kong’s new water resources, the development of sustainable water supply measures to strengthen climate resilience and water saving tips for everyday life. The exhibition was well received by various schools, organisations and the general public.Other than the display panels and video broadcast, WSD’s Mascot Water Save Dave, interactive Q&A session, “gashapon” machine and scratch-painting workshop were arranged in some exhibition venues to engage the public to learn with fun and pledge to “Save Water We Can!”.

To increase District Council Members' understanding of operational details of the Water Treatment Works, WSD invited Yuen Long District Council and Southern District Council to visit Ngau Tam Mei Water Treatment Works on 18 September and Sha Tin Water Treatment Works on 20 September respectively. The WSD would like to take this opportunity to let the members gain knowledge about the involved water treatment process and water quality monitoring measures, as well as discuss about water supplies and exchange opinions with the Director of Water Supplies and staff.

A "Building Management Week 2017", from 21st to 24th September, 2017, was jointly debuted by the Water Supplies Department, the Buildings Department, the Electrical and Mechanical Services Department, the Fire Services Department, the Food and Environmental Hygiene Department, and the Home Affairs Department.Featuring a variety of activities, Management Week aimed to enhance the recognition of proper building management by property management agencies, residents' organisations, property owners and the public in order to encourage them to fulfill their responsibilities and enhance their participation in building management. The event could also foster exchanges among relevant parties to promote excellency in building management in Hong Kong.

The Government launched the Action Plan for Enhancing Drinking Water Safety in Hong Kong (“Action Plan”) on 21 Sep 2017 to further safeguard drinking water quality in Hong Kong through a multi-pronged approach. WSD organized two public seminars on 14 & 16 October 2017 to introduce the details of Action Plan to the public. Besides explaining the five components of the Action Plan, i.e. “Drinking Water Standards and Enhanced Water Quality Monitoring Programme”, “Plumbing Material Control and Commissioning Requirements for New Plumbing Installations”, “Water Safety Plans”, “Water Safety Regulatory Regime” and “Publicity and Public Education”, WSD also answered the public’s queries on the Action Plan during the Q&A sections.

On 21 October 2017, WSD and the Hong Kong Federation of Youth Groups jointly organised the “Water Conservation” Adventurous Challenge cum Carnival at the Plover Cove Reservoir to encourage teenagers to cherish water. WSD had deployed teams to complete the team match in a relay of running, water conservation tasks and canoeing, as well as set up game booths and exhibitions to promote water saving. The event provided an interactive platform for WSD and the younger generation to join hands to promote water conservation and protection of precious water resources.

WSD collaborated with the Hong Kong Arts Centre in organising a mural project to tie in with the celebration of the 20th Anniversary of the establishment of the HKSAR. Besides, Kids Meet Shan Shui Art Workshop and Little Water-Saving Steps x Little Painters' Masterpiece Art Workshop were held on 25 June and 26 June respectively for public participation in order to educate the participants on the history and development of water supply in Hong Kong.

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WSD set up an exhibition booth at the “InnoCarnival 2017” organised by the Innovation & Technology Commission from 21-29 October 2017 to introduce to the public the pilot smart water supplies information system that was being developed to tie in with the modernised water network management. Through explanation by our staff, the public could understand how the system performs near real-time data collection and data analysis of the conditions of water supplies from source to consumer ends and thus enhances WSD’s central monitoring of the water supply network.

To promote building owners’ and property management agents’ adoption of the Water Safety Plan for Buildings (WSPB), the WSD has, in consultation with the Advisory Committee on Water Supplies, combined WSPB with the Quality Water Supply Scheme for Buildings – Fresh Water (Plus) to form a new scheme: Quality Water Supply Scheme for Buildings – Fresh Water (Management System) (the Scheme) to further safeguard the quality of drinking water in buildings.

Seminars were organised on 6, 9 and 27 November 2017 to assist stakeholders in developing and implementing Water Safety Plans for buildings, and to encourage them to join the Scheme.

To commend the education sector for their active participation in the “Cherish Water Campus” Integrated Education Programme in 2016/17 school year, the award ceremony was held on 10 November 2017 at Yau Tong Community Hall. 33 School Sponsoring Bodies, 58 participating schools and over 100 principals, teachers and students were awarded in the ceremony.

The former Director of Water Supplies, Mr. Enoch Lam, shared his water saving tips with students and encouraged them to spread the messages of water conservation to their families and friends. Besides, there were impressive acrobatic and drama performances by primary school and kindergarten students to share the knowledge of water conversation with the audience.

Jointly organised by the Environment Bureau and the Hong Kong Trade Development Council, the 12th edition of “ECO Expo Asia” was held at the AsiaWorld-Expo from 26 to 29 October 2017.

Embracing the theme of “Innovative Solutions for Greener Cities”, WSD introduced the “Floating Solar Power System” to the business sector, public institutions and citizens in the exhibition by showcasing the work and latest achievements of WSD in promoting energy efficiency and environmental protection. WSD also participated in the concurrent seminars on daily featured themes to exchange views with participants on the most pertinent environmental protection issues in Asia.

The WSD launched the "Floating Solar Power System Photography Competition" during October to December 2017 with a view to promoting the features and benefits of the floating solar power system to citizens through beautiful landscape shots that capture the harmonious integration of natural scenery and green technologies, and thereby encouraging energy conservation, the adoption of low-carbon lifestyles, and the enhancement of Hong Kong’s sustainability. Entries must be captured either at Shek Pik Reservoir and Plover Cove Reservoir.In order to facilitate participants’ photo-taking at the reservoirs, the department specially arranged more than 30 free photography tours for the public from October to November 2017. Following an overwhelming public response, the places were quickly filled.The competition received an enthusiastic response with more than 1,000 entries.

An adjudication meeting was held on 8 February 2018 at Exhibition Gallery of Hong Kong City Hall. A total of 11 winning entries, including a champion, 1st runner-up, 2nd runner-up and merit awards, were selected by an adjudication panel. The roving exhibition for the winning entries was held from March 14 to June 23 at various venues across the territory. Panels providing information on the floating solar power systems installed at Shek Pik Reservoir and Plover Cove Reservoir were also displayed.

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2017 Civil Service Bureau

Civil Service Outstanding Service Award Scheme 2017

Team Award (Internal Service)

•Bronze Prize: Floating Solar Power System

•Meritorious Award: SodiumHypochlorite Dosing System

•Special Citation (Innovation):Floating Solar Power System

Water Supplies Department

2017 Hong Kong Green Building Council Limited

Provisional Platinum rating under BEAM Plus New Buildings (V 1.2): Expansion of Tai Po Water Treatment Works and Ancillary Raw Water and Fresh Water Transfer Facilities Design and Build of New Stream II

Water Supplies Department

Awards

Year of Award Award Received Awardees or

Representatives

Our efforts to provide excellent water supply services and care for the community have gained recognition every year. In the financial year 2017/18, we have received the following awards:

Awarding Party

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Information

Water Supply & General Matters 24 hours

Billing & Consumership Matters 24 hoursMonday to Saturday:8:45 am to 6:30 pm

Matter Automatic TelephoneEnquiry Service

Operator TelephoneEnquiry Service

Water Supply & General Matters 2519 3864

Billing & Consumership Matters 2802 7333

Telephone Enquiry Hotline 2824 5000

Fax Hotline

SuggestionsYour valuable suggestions are always welcome. You can express your opinions by completing our Customer Suggestion Forms and Excellent Service Commendation Forms, which are available at Customer Enquiry Centres and the Meter Testing Laboratory. The forms can also be downloaded from our website.

There may be occasions when, despite our best endeavour, certain targets could not be met. In such cases, you have the right to request a full and prompt explanation by calling our Public Relations Unit at 2829 4799 / 2829 4559.

Right of AppealShould you find your case having not been dealt with to your satisfaction, you can write to the Director of Water Supplies.

If you wish to obtain information about WSD and our water supply services, please feel free to write to our Access to Information Officer.

WSD Mobile App

Water Supplies Department, Immigration Tower, 7 Gloucester Road, Wan Chai, Hong Kong

www.wsd.gov.hk

wsdinfo@wsd.gov.hk

Request for Information

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Customer Enquiry Centres

Hong Kong Island

Wan Chai Customer Enquiry Centre1/F, Immigration Tower, 7 Gloucester Road, Wan Chai(Wan Chai MTR Station A5 Exit)

Office HoursMonday to Friday: 8:30 am to 6:30 pmSaturday, Sunday & Public Holidays: Closed

Service Hours for Fishing or Plumber’s Licence ApplicationMonday to Friday: 9:15 am to 5:00 pmSaturday, Sunday & Public Holidays: Closed

Sale of Water Ticket Service is not available at this centre.

Kowloon

Tai Kok Tsui Customer Enquiry CentreG/F, 41 Tit Shu Street, Tai Kok Tsui(Olympic MTR Station C2 Exit)

Office HoursMonday to Friday: 8:30 am to 6:30 pmSaturday, Sunday & Public Holidays: Closed

Service Hours for Fishing or Plumber’s Licence Application, and Sale of Water TicketMonday to Friday: 9:15 am to 5:00 pmSaturday, Sunday & Public Holidays: Closed

New Territories

Sha Tin Customer Enquiry Centre3/F, Sha Tin Government Offices,1 Sheung Wo Che Road, Sha Tin

Tai Po Customer Enquiry Centre4/F, Tai Po Government Offices,1 Ting Kok Road, Tai Po

Tuen Mun Customer Enquiry Centre7/F, Tuen Mun Government Offices,1 Tuen Hi Road, Tuen Mun

Office HoursMonday to Friday: 8:30 am to 6:30 pmSaturday, Sunday & Public Holidays: Closed

Fishing or Plumber’s Licence Application and Sale of Water Ticket Services are not available at these centres.

Office HoursAddress

You may pay the fees relating to water supply at any post office, 7-Eleven Convenience Store, Circle K Convenience Store, VanGO Convenience Store or China Resources Vanguard Supermarket.

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Our Vision

To excel in satisfying customers’ needs for the provision of quality water services

Our Mission

•To provide a reliable and adequate supply of wholesome potable water and sea water to our customers in the most cost-effective way

•To adopt a customer-oriented approach in our services

•To maintain and motivate an effective, efficient and committed workforce to serve the community

•To remain conscious of our responsibilities towards the environment

•To make the best use of resources and technology in our striving for continuous improvement in services

Our Values

Customer satisfaction Reliability

Environmental awareness

Dedication

Improvement

Teamwork

Published by the Water Supplies Department