KPI SERVICE DELIVERY
Customer Response Time: A Key Aspect of Service Delivery
Timely responses to customer requests are a cornerstone of our service delivery. To ensure consistent and efficient service, we have developed three Key Performance Indicators (KPIs) to closely monitor and track our performance in this area:
- The first KPI (KPI insp) represents the average number of days between the lodging of an application at the CEB and the first site visit to the customer’s premises.
- The second KPI (KPI p2mv) represents the average number of days between the payment for a new supply and the effective connection to the CEB grid.
- The third KPI [KPI ins (AP)] represents the average number of days required for processing the CEB’s Clearance for the purpose of obtaining a Building and Land Use Permit (BLUP).
Key Performance Indices for Service Delivery for Period January 2024 to December 2024
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Requests 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 |
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|
2024 |
7 days |
5 days |
5 days |
5 days |
4 days |
4 days |
3 days |
3 days |
3 days |
4 days |
5 days |
4 days |
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|
2025 |
4 days |
4 days |
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Requests 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 |
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|
2024 |
6 days |
4 days |
6 days |
5 days |
5 days |
5 days |
5 days |
5 days |
4 days |
4 days |
6 days |
3 days |
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|
2025 |
4 days |
5 days |
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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 the application received at CEB to the inspection carried out in connection with granting CEB’s Clearance for BLUP purposes (Expected KPI: 5 days) *
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Year/ Month |
January |
February |
March |
April |
May |
June |
July |
August |
September |
October |
November |
December |
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|
2024 |
4 days |
3 days |
3 days |
3 days |
2 days |
2 days |
2 days |
3 days |
2 days |
2 days |
2 days |
2 days |
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2025 |
3 days |
3 days |
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*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.