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 1.0 below shows the KPIs for getting an electricity connection and also handling application for Building and Land Use Permit for year 2021
| Year / Month | KPIs for a New Electricity Connection | Handling of applications for CEB's Clearance in respect of Building and Land Use Permit (BLUP) | |
|---|---|---|---|
| 2021 | KPIinsp measures the service time from application to the first inspection by the CEB (Expected KPI: 5 days) * | KPIp2mv measures the service time for release of supply from payment of Security Deposit and Connection Fees (Expected KPI: 5 days) * | KPIinsp (AP) measures service time from notification for inspection to the actual inspection on site (Expected KPI: 5 day) * |
| January | 4 days | 4 days | 4 days |
| February | 2 days | 3 days | 2 days |
| March | LOCK DOWN PERIOD DUE TO COVID -19 | ||
| April | 4 days | 5 days | 4 days |
| May | 4 days | 4 days | 2 days |
| June | 4 days | 4 days | 2 days |
| July | 3 days | 5 days | 2 days |
| August | 4 days | 4 days | 2 days |
| September | 3 days | 4 days | 2 days |
| October | 3 days | 4 days | 2 days |
| November | 4 days | 4 days | 2 days |
| December | 4 days | 4 days | 3 days |
Table 2.0 below shows the KPIs for getting an electricity connection and also handling application for Building and Land Use Permit for year 2020
| Year / Month | KPIs for a New Electricity Connection | Handling of applications for CEB's Clearance in respect of Building and Land Use Permit (BLUP) | |
|---|---|---|---|
| 2020 | KPIinsp measures the service time from application to the first inspection by the CEB (Expected KPI: 5 days) * | KPIp2mv measures the service time for release of supply from payment of Security Deposit and Connection Fees (Expected KPI: 5 days) * | KPIinsp (AP) measures service time from notification for inspection to the actual inspection on site (Expected KPI: 5 day) * |
| January | 3 days | 4 days | 2 days |
| February | 3 days | 4 days | 2 days |
| March | LOCK DOWN PERIOD DUE TO COVID -19 | ||
| April | |||
| May | |||
| June | 3 days | 3 days | 2 days |
| July | 5 days | 3 days | 2 days |
| August | 3 days | 4 days | 2 days |
| September | 3 days | 5 days | 2 days |
| October | 2 days | 4 days | 2 days |
| November | 3 days | 4 days | 2 days |
| December | 2 days | 3 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.