Sustainability Report 2006/07Key performance indicators
Key performance indicators - |
2005/06 |
2006/07 |
|||
Target |
Result |
Target |
Result |
Target met |
|
| Customers | |||||
|---|---|---|---|---|---|
| Number of complaints escalated to the Energy and Water Ombudsman |
3 |
3 |
3 |
4* |
X |
| Community | |||||
| % satisfaction with community committee processes |
80 |
94 |
√√ |
||
| Increase participation in education programs (cumulative results) | 18,289 |
22,987 |
36,638 |
37,546 |
√√ |
| Effectiveness of education programs (%) | 90 |
91.8 |
90 |
93.5 |
√√ |
| Increase in support of community programs/activities – employee involvement (cumulative result) |
15 |
42 |
84 |
116 |
√√ |
√ Target met √√ Target exceeded X Target not met
*Target was not achieved as complaints not able to be resolved by Melbourne Water through normal business channels, as complaint either responsibility of another body or already ruled on by the Victorian Civil and Administrative Tribunal. Target is set by the Essential Services Commission (ESC) and is more focussed at retail water businesses. A KPI more appropriate to Melbourne Water’s business is being discussed with the ESC.