KPI SERVICE DELIVERY
Customer Response Time Dashboard
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 monitor performance through the following KPIs:
- KPI insp – Time from application to first site visit
- KPI p2mv – Time from payment to connection
- KPI ins (AP) – Time for BLUP clearance processing
Key Performance Indices for Service Delivery for Period January 2024 to February 2026
|
Requests for New Supply KPI insp Measures the service time from application to the first inspection (Expected KPI: 5 days) * |
||||||||||||
| Year/ Month | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
| 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 |
| 2025 | 4 days | 4 days | 4 days | 4 days | 5 days | 4 days | 4 days | 5 days | 4 days | 4 days | 4 days | 5 days |
| 2026 | 4 days | 4 days | - | - | - | - | - | - | - | - | - | - |
|
Requests for New Supply KPI p2mv Measures the service time from Payment to Connection on site (Expected KPI: 5 days) * |
||||||||||||
| Year/ Month | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
| 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 |
| 2025 | 4 days | 5 days | 5 days | 5 days | 6 days | 5 days | 5 days | 5 days | 5 days | 5 days | 4 days | 4 days |
| 2026 | 4 days | 5 days | - | - | - | - | - | - | - | - | - | - |
|
Processing CEB’s Clearance for BLUP (Approval of Plan) KPI insp (AP) Measures service time from application received to connection with granting CEB’s Clearance (Expected KPI: 5 days) * |
||||||||||||
| Year/ Month | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
| 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 |
| 2025 | 3 days | 3 days | 2 days | 2 days | 2 days | 2 days | 2 days | 3 days | 2 days | 3 days | 3 days | 3 days |
| 2026 | 2 days | 2 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.