Severn Trent Water - Delivering against our KPIs

Basis KPI 2008/09 performance 2009/10 performance 2009/10 quartile At a glance
MAT Lost time incidents per 100,000 hrs worked 1 0.43 0.36 Upper maintained
QR Employee motivation % 2 83% 74% Median Declined
MAT Water quality (test failure rate) ppm 200 131 Upper maintained
MAT Customer written complaints per 1,000 properties 3,4 6.44 4.95 Upper maintained
MAT First time call resolution for billing % 5 88% 89% Median maintained
MAT Unplanned interruptions > 6 hrs per 1,000 properties 3 7.29 10.09 Lower maintained
NPR Properties at risk of low pressure per 1,000 properties 3, 6 1.21 0.12 Median Declined
MAT First time job resolution % 5 96.0% 96.5% Upper maintained
QR Non-performance against regulatory obligations % 5 10% 5% Upper Improved
AMP Capex (gross) vs final determination % 7 5.0% 6.1% Median maintained
MAT Capital process quality (number of defects per £100k) 5 0.00 0.07 Median Declined
ACT Debtor days 8 33.1 32.6 Median maintained
MAT Opex vs final determination (UK GAAP) £m 8 500.9 492.4 Upper Improved
MAT Cost to serve per property £ 9 236.53 231.03 Upper maintained
MAT Pollution incidents (cat 1, 2 and 3) per 1,000 properties 10, 11 0.08 0.08 Median maintained
MAT Sewer flooding incidents – other causes per 1,000 properties 3 0.172 0.131 Upper Improved
PPS Sewage treatment works – breach of consents % 10 0.00% 0.31% Lower Declined
IDX Security of supply 98 99 Median maintained
MAT Net energy use – kWh/MI 5, 12 440 435 Upper maintained
MLE Leakage MI/d 3 492 497 Median Declined

Key

Improved  Improved quartile  maintained  Maintained quartile  Declined  Declined quartile

Notes

MAT = Moving Annual Total

QR = Quarterly Review

NPR = Number of properties on register

AMP = Asset management plan 4

PPS = Percentage of population served

MLE = Maximum Likelihood Estimate

ACT = Year end actual

IDX = Year end Index

  1. Actual performance across all employees and agency staff.
  2. Performance based on quarterly survey of 10% of permanent employees.
  3. As reported in June Return to Ofwat. Performance figures are provisional at this stage as the June Return will be submitted to Ofwat on 11 June 2010.
  4. Performance excludes properties billed by other water companies.
  5. Actual performance based partially or wholly on internal data.
  6. Benchmark has been compiled using data inclusive of information from pressure loggers, previously calculated exclusive of pressure loggers.
  1. Actual performance based on audited UK GAAP financial statements for AMP4 ended 31 March 2010.
  2. Actual performance based on audited UK GAAP financial statements for the year ended 31 March 2010.
  3. Actual performance based on audited regulatory accounts for the year ended 31 March 2010.
  4. Measure for calendar year to 31 December 2009.
  5. Actual performance for calendar year 2009 equates to 332 pollution incidents (2008:313).
  6. Metrics of this KPI changed from waste water returned in 08/09 to waste water treated in 09/10. Prior year performance has been restated accordingly.