In the 1st quarter of 2012, the operational and quality indicators of AS Tallinna Vesi have been on the highest level ever and indicate continuous improvement. Compared to Q1 2011, the most remarkable improvements have been in removing pollution from the wastewater discharged into the Baltic Sea and in wastewater, service quality and customer communication indicators. The Company continues its efforts in maintaining high performance levels and improvements in all indicators. The Company also focuses increasingly on raising the awareness of the local community about environmental issues and activities.
| Indicator | 2011 Q1 | 2012 Q1 |
| Drinking water | ||
| Compliance of water quality at the customers tap | 100 % | 100% |
| Water loss in the water distribution network (Tallinn and near vicinity) | 20,97 % | 16,88 % |
| Average duration of water interruptions per property | 3,6h | 3,0 h |
| Number of customer contacts regarding water pressure (Tallinn and near vicinity) | 143 | 204 |
| Wastewater | ||
| Number of sewer blockages | 323 | 218 |
| Number of customer contacts regarding blockages and storm water | 547 | 451 |
| Wastewater treatment compliance with environmental standards | 100 % | 100 % |
| Customer service | ||
| Responding written customer contacts within at least 2 work days | 89,3% | 99,2 % |
| Number of written contacts | 2102 | 2281 |
| Number of failed promises | 40 | 3 |
| Notification of unplanned water interruptions at least 1 h before the interruption | 96,9% | 88,4% |
| Reacting to sewer blockages within at least 2 hours | 75% | 93% |
Tap water compliance 100%
During the 1st quarter of 2012, the Company achieved highest levels of tap water quality with 100% of the samples taken from the taps complying with EU drinking water quality requirements. The Company follows a water-sampling programme approved by the Health Board. The programme specifically determines sampling sites, sampling frequency and parameters to be analysed.
Continuous work for a cleaner environment
In order to comply with environmental requirements and to ensure a clean Baltic Sea and Bay of Tallinn, Paljassaare Wastewater Treatment Plant is removing more and more pollution from the wastewater each year. In a single year, the amount of discharge to the Baltic Sea has decreased significantly. Compared to the 1st quarter of 2011, the biofilter has enabled to reduce the volume of discharge by 51.2%.
The Company’s continues to make consistent efforts to use water resources more sustainably and with smaller losses, as witnessed by the significant reduction in leakages, enabled by the better management and monitoring of water and sewerage network as well as quick response to leakages and bursts. When in 2001 the level of leakages exceeded 32%, then today the level has reduced to 16.88%. This means that compared to ten years ago more than 13 thousand cubic metres of treated drinking water is saved on a daily basis.
The Company is persistently working to prevent blockages, in order to reduce the risks of flooding and pollution. Compared to the 1st quarter of 2011, customers witnessed 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. In the 1st quarter of 2012, 93% of blockages were responded to within 2 hours after registering a respective notice.
Proactive customer care
Focused precautionary activities enable the Company to react quickly and prevent more serious problems from occurring. As a precautionary measure, the Company aims to pre-notify its customers in cases of unplanned water interruptions in order to minimize the inconveniences caused by service interruptions. In the 1st quarter of 2012, about 88% of customers were pre-notified of service interruptions.
In year-over-year comparison, the response time to written customer contacts has significantly decreased. Over 99% of the customers received a response within 2 working days.
The number of failed promises has fallen considerably, as a result of preventive actions and focussing the management’s attention. The promises of AS Tallinna Vesi are a part of the Company’s continuous devotion to provide services of even better quality to its customers. With those promises, the Company undertakes to achieve even higher levels of services than stipulated in the Services Agreement signed with the City of Tallinn and is one of the only company of all utility companies in the Baltics with a customer service programme of that kind.
Creating environmental awareness among people
In the 1st quarter of 2012 the Company focused on promoting environmental activities and raising environmental awareness. The Company continued its collaborative efforts with Tallinn’s restaurants to encourage customers to choose tap water instead of bottled water.
To further environmental education, the Company created new teaching materials for II school grade natural science class, supporting the new national curriculum. The materials take into account both the topics in the curriculum (environment and sustainable growth, informational environment) as well as specific topics for the class. To introduce the materials, the Company started a series of seminars for teachers that will continue until autumn this year.
The company also continues the project “Water Day in Kindergarten” with the aim of explaining the importance and possibilities to save pure drinking water to 4-7 year olds.
Mariliis Mia Topp
Head of Communications
AS Tallinna Vesi
62 62 275
mariliis.topp@tvesi.ee