AS Tallinna Vesi's overall operating performance in the third quarter of 2010
was very good, with very high water quality results and significant improvements
in service reliability. The number of planned interruptions in the third quarter
exceeded the number of unplanned interruptions, thus allowing the Company to
notify its customers of service interruptions beforehand. The number of
complaints has also been decreasing from the beginning of the year due to
restructuring of customer service operations. AS Tallinna Vesi remains on target
to achieve its required levels of service and quality standards agreed with the
City of Tallinn in the Services Agreement by the end of 2010.
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| Operation Performance | 2009 1-9 months | 2010 9 months |
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| Water | | |
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| Water compliance at customers | 99,50 | 99,54 |
| premises % | | |
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| Total number of customer | 597 | 318 |
| interruptions (unplanned) | | |
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| Average unplanned interruption | 4,19 | 4,18 |
| time per property hrs | | |
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| Number of customer contacts | 844 | 1030 |
| regarding water pressure | | |
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| Loss of water in distribution | 17,64 | 21,2 |
| system % | | |
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| Wastewater | | |
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| Number of sewer blockings | 942 | 807 |
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| Number of sewer collapses | 87 | 89 |
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| Network Extension Program | | |
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| Water network completion | Wastewater network | Stormwater |
| | completion | connection |
| | | completion |
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| 5, 1 kilometres or 99% | 38,5 kilometres or | 9,8 kilometres or |
| | 97% | 78% |
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Water
No incidents or events occurred in the third quarter, thus water quality remains
to be on an excellent level, with 100% of the water samples taken at the
Ülemiste water treatment plant compliant with quality standards and 99,54% of
the water samples taken at the customer's tap compliant with the quality
standards established by the Ministry of Social Affairs. The current quality
regulation agreed with the City of Tallinn in the Services Agreement requires at
least 95% compliance.
Network
The overall leakages level has worsened year-on-year due to the effects of the
severe winter in the beginning of the year, but overall network performance has
improved during the third quarter, reaching to 19,1%. The company continues to
target the economic leakages level in Tallinn, estimated to be 18%.
A significant improvement in service reliability has been achieved due to the
number of unplanned interruptions decreasing by 55% as the result of changes in
work management processes. The Company expects to achieve within 2010 the target
of reducing the number of unplanned interruptions to be below the number of
planned interruptions, thus allowing the Company to inform its customers of
planned works and giving them the chance to plan their activities accordingly.
AS Tallinna Vesi repaired over 200 manholes during September as per agreement
with the City of Tallinn, contributing to better road surface in the capital.
Network Extension Program
The Company has completed 91,3% of the network extension program planned for
2010 and all work should be completed by 15th of November. Altogether 5.1
kilometres of water network, 38.5 kilometres of wastewater network and 9.8
kilometres of stormwater network have been completed, mostly in Nõmme, Pirita
and Haabersti.
Altogether 3575 properties will have the possibility to connect to public
wastewater as part of the 2008-2010 Network Extension Program, of these 2071
were connected as of Q3 2010. The Company organized the miniregatta in Tallinn
in August to draw more attention to the network extension program and to invite
residents to connect to the system. As the result of the awareness campaign and
proactive sales, the total number of subsidy sewage connections is estimated to
reach over 2400 by the end of 2010.
Investments and capital program
AS Tallinna Vesi has invested over 113 million kroons into its operations during
2010, included in this sum is the initial investment into the construction of an
additional treatment stage at the wastewater treatment plant, the biofilter.
Over 57 million kroons have been invested into the network extension program, 24
million kroons into the wastewater treatment plan and over 18 million kroons in
the water and wastewater networks.
Customers and Community
The Company held its annual open door day at the Ülemiste water treatment plant
in August, attracting over 300 people to tour the facilities.
Several changes in the customer service section of the Company's operations have
resulted in improved customer service. For example the percentage of lost calls
on a normal day in the third quarter was just 1 per cent, while 82,2% of all
letters were answered within 2 working days. Written complaints have also
decreased by 20% in Q3.
Priit Koff
Head of Public Relations
AS Tallinna Vesi
+372 62 62 209
priit.koff@tvesi.ee
