KPI SERVICE DELIVERY
Service Delivery at the CEB
The response time to the requests of customers is a very important aspect of customer service delivery. Close monitoring of the response time is ensured through Key Performance Indices (KPIs) as below.
Table below shows the KPI insp in days
| Request for new Supply KPIinsp Measures the service time from application to the first inspection by a CEB Technical Officer (Expected KPI: 5 days) * |
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|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Year/Month | January | February | March | April | May | June | July | August | September | October | November | December |
| 2019 | 3 days | 3 days | 4 days | 3 days | 3 days | 3 days | 3 days | 3 days | 4 days | 3 days | 3 days | - |
| 2018 | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days |
| 2017 | 2 days | 3 days | 2 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 3 days | 2 days | 2 days |
Table below shows the KPI p2mv in days
| Request for new Supply KPIp2mv Measures the service time from payment of the Security Deposit and Connection Fees to Connection of Supply on site (Expected KPI: 5 days) * |
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|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Year/Month | January | February | March | April | May | June | July | August | September | October | November | December |
| 2019 | 3 days | 3 days | 3 days | 4 days | 4 days | 4 days | 3 days | 4 days | 4 days | 4 days | 3 days | - |
| 2018 | 4 days | 3 days | 4 days | 3 days | 3 days | 3 days | 3 days | 3 days | 4 days | 3 days | 3 days | 3 days |
| 2017 | 3 days | 3 days | 3 days | 3 days | 6 days | 4 days | 3 days | 3 days | 3 days | 4 days | 3 days | 3 days |
Table below shows the KPIinsp (AP) in days
| Processing CEB's Clearance for the purpose of building and Land Use Permit by the Local Council (Approval of Plan) KPIinsp (AP) Measures service time from application received at CEB to the inspection carried out in connection with granting CEB's Clearance for BLUP purposes (Expected KPI: 5 day) * |
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|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Year/Month | January | February | March | April | May | June | July | August | September | October | November | December |
| 2019 | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | - |
| 2018 | 3 days | 3 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days |
| 2017 | 2 days | 3 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 2 days | 3 days |
* The actual Performance Standards are represented by an average number of working days taken to service the total number of such requests received for that period. In some exceptional circumstances, the average figure may be slightly more than the targeted service time.