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 fins) 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).