Page 24 - AirSelangor_Sustainability_Report_2021

Towards Best Customer Experience NRW Reduction
Drinkable Water from Tap NRW Reduction by 25% by 2025,
by 2028 and Best Customer Service 20% by 2037, 15% by 2049

Objectives: Objectives:

• Improve our service delivery and exceed customer • Reduce water loss throughout our operations,
expectations in terms of reliability, responsiveness, targeting to achieve 25% by 2025, 20% by 2037, and
and quality continuously. 15% by 2049.
Achievements in 2021: • Optimise operational costs and increase our revenue

• Achieved call centre service level of 90% in December. Achievements in 2021:
• Achieved 101.74% of meter replacement works. • Achieved NRW reduction of 27.93% surpassing the
• Completed the pilot installation of 8,041 Advanced target of 28.00% as set by SPAN.
Metering Infrastructure (“AMI”) meters in the Sepang
• Achieved Pipe Burst Index of 6.37 bursts per 100 km
Region.
of pipeline against the benchmark of 13 bursts per
• Achieved Water Quality Complaint Index ratio of 100 km per year . 1
0.54 complaints per 1,000 connections, below the
targeted 0.6. • Achieved water supply target as follows:
• 96.70% completion of works for 6 watercourses
Parameter SPAN Achievement
under the ‘Trust our Tap’ initiative. Target
• Achieved water quality targets as follows: Repair and resume 80.00% 84.30%
water supply
Parameter MOH Target Achievement
within 24 hours for
E. Coli ≥ 99.85 100.00 communication pipe
failure
Free Residual ≥ 98.15 99.97
Chlorine (“FRC”) Repair and resume 80.00% 86.40%
supply within 24
E. Coli & FRC ≥ 99.95 100.00 hours for the failure
Turbidity ≥ 98.00 99.99 of mains of diameter
less than 200 mm
Aluminium ≥ 90.00 96.74
Repair and resume 90.00% 96.10%
supply within 36
hours for failure
of mains with a
diameter 200mm >
diameter < 600mm
Repair and resume 95.00% 98.20%
supply within 48
hours for the failure
of mains of a diam-
eter greater than
600mm

1 Based on Unavoidable Annual Real Losses (UARL)
and Infrastructure Leakage Index (ILI), Allan Lambert,
Water Loss Research and Analysis Ltd, United Kingdom,
2019, the benchmark pipe burst index is at 13 bursts per
100 km per year.