Service Delivery KPIs

    How quickly we inspect, connect and clear applications, month by month, against our 5-working-day target.

    Customer response time is a cornerstone of our service delivery. To make sure customers are served consistently and efficiently, we monitor three key performance indicators every month, from January 2024:

    • KPI insp: time from application to the first site visit (inspection)
    • KPI p2mv: time from payment to connection on site
    • KPI insp (AP): time to process CEB’s clearance for a Building & Land Use Permit (approval of plan)

    KPI insp: New supply: application to first site visit

    Expected service time: 5 working days.

    4.4days on average
    over the last 12 months
    30/31months within the
    5-day target
    days0246810Jan 24Apr 24Jul 24Oct 24Jan 25Apr 25Jul 25Oct 25Jan 26Apr 26Jul 26Target: 5 days

    Month by month (working days)

    JanFebMarAprMayJunJulAugSepOctNovDec
    2024755544333454
    2025444454454445
    20264455544–––––
    Better than targetOn target (5 days)Above target

    KPI p2mv: New supply: payment to connection on site

    Expected service time: 5 working days.

    4.8days on average
    over the last 12 months
    27/31months within the
    5-day target
    days0246810Jan 24Apr 24Jul 24Oct 24Jan 25Apr 25Jul 25Oct 25Jan 26Apr 26Jul 26Target: 5 days

    Month by month (working days)

    JanFebMarAprMayJunJulAugSepOctNovDec
    2024646555554463
    2025455565555544
    20264555555–––––
    Better than targetOn target (5 days)Above target

    KPI insp (AP): CEB clearance for BLUP (approval of plan)

    Expected service time: 5 working days.

    2.7days on average
    over the last 12 months
    31/31months within the
    5-day target
    days0246810Jan 24Apr 24Jul 24Oct 24Jan 25Apr 25Jul 25Oct 25Jan 26Apr 26Jul 26Target: 5 days

    Month by month (working days)

    JanFebMarAprMayJunJulAugSepOctNovDec
    2024433322232222
    2025332222232333
    20262233323–––––
    Better than targetOn target (5 days)Above target

    * The performance figures are the average number of working days taken to serve all such requests received in the month. In some exceptional circumstances the average may be slightly above the target service time.