83 SUSTAINAB I L I TY Report 2022 APPENDI X TWO: Ranhi ll SA J COMPL I ANCE TO SPAN KP I S Performance Measures Key Performance Indicator (KPI) Target 2022 Achievement 1. WATER SERVICES PERFORMANCE (CON’T) 1.5 Security of Supply (Con’t) c) Percentage of storage capacity in order to suit demand more than 24 hours • Johor State • Johor Bahru • Batu Pahat • Muar • Kluang • Kota Tinggi • Segamat • Pontian • Mersing 100% 100% 65% 55% 65% 65% 65% 65% 55% 100% 100% 100% 92% 100% 100% 100% 100% 96% 2. CUSTOMER SERVICE 2.1 Water supply Complaints Response time to complaints a) Percentage responded within 24 hours 99.5% 100% b) Response and resolution of Complaints - % complaints responded and resolved according to Customer Charter schedule 99.3% 99.72% c) Telephone Complaints - % responded within 10 seconds (excluding crisis period beyond our control and include abandoned calls) 92.0% 92.89% 3. OPERATIONAL AND ECONOMIC PERFORMANCE 3.1 NRW a) % Total of NRW • Johor State • Johor Bahru • Batu Pahat • Muar • Kluang • Kota Tinggi • Segamat • Pontian • Mersing 26% 23.8% 37.2% 31.2% 28.7% 28.3% 33.8% 26% 23% 26.26% 22.57% 34.81% 29.55% 30.49% 25.15% 36.01% 30.10% 21.50% b) Physical losses volume: Liter / connection / day (l/con/day) 306 319.40 c) Commercial loss: number of meters not functioning or stop 0.2% 0.15% d) Infrastructure Leakage Index (ILI) 8.8 8.99 3.2 Operating Cost a) Operating cost per (RM/1000 accounts) 616,348 531,881 b) Operating cost per cubic meter produced: RM / m3 1.073 0.963 3.3 Collection Efficiency a) Billing efficiency 99.5% 99.57% b) Average Collection Period <45 days 32.30 c) Percentage of total debts for active account more than 120 days <34 % 15.65% 3.4 Operating Ratio Operating Cost / Revenue (Based on tariff increasing 1st April 2021) 0.59 0.58
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