35 Performance Revi ew Sect ion 02 Annual Report 2022 MANAGEMENT DI SCUSS ION & ANALYS I S No. Performance Measure Key Performance Indicator (“Kpi”) SPAN Kpi Target Achievement 1 Water Services Performance 1.1 Water Supply Coverage a) Urban Areas (%) 100.0 100.0 b) Rural Areas (%) 99.5 99.8 1.2 Treated Water Quality Compliance Rate Water quality tests that meet the National Drinking Water Quality (“NDWQ”) Standards (%) a) Residual Chlorine b) E-Coli c) Res.Chlorine & E.Coli d) Turbidity e) Aluminium 99.0 99.9 99.95 99.7 95.0 100.0 100.0 100.0 100.0 98.4 1.3 Continuity of Water Supply a) Communication pipe failures to be repaired within 24 hours (for cases where services affected) (%) b) Pipe repair and restoration of supply for pipe below 200 mm diameter to be within 24 hours (%) c) Pipe repair and restoration of supply for pipe size 200 mm up to 600 mm diameter to be within 36 hours (%) d) Pipe repair and restoration of supply for mains exceeding 600 mm diameter to be within 48 hours (%) 95.0 95.0 95.0 95.0 100.0 100.0 100.0 100.0 1.4 Water Pressure Compliance Minimum pressure of 10 meter at meter point to be maintained for all premise types (%) 99.0 99.9 2 Customer Services 2.1 Water Supply Complaints Response time to complaint (%) a) Responded within 24 hours 99.5 100.0 b) Response and resolution of complaints 99.3 99.7 c) Telephone (responded within 10 seconds) - Excluding at event crisis (beyond control) 92.0 92.9 3 Operational and Economic Performance 3.1 Non-Revenue Water (“NRW”) NRW Level for Johor State (%) 26.0 26.3 a) Physical losses volume: Litre/Connection/Day (l/con/day) 306.0 319.1 b) Commercial loss: Number of meters not functioning or stop (%) 0.2 0.15 c) Infrastructure Leakage Index (“ILI”) 8.8 9.0 3.2 Operating Cost a) Operating cost per 1000 accounts 616,348 531,881 b) Operating cost per cubic meter produced: RM/m3 1.07 0.96
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