Annual Report Card
The Annual Report Card is about providing value and accountability to you.
Read the full report (pdf)
Customer Contact Center
|Customer calls answered by an agent within 60 seconds||80%||Behind schedule: 75%|
|Missed collections*||Less than 1 per 1,000 stops (Once every 10 years for typical household)|
Exceeded goal: .19 per 1,000 stops
|Garbage sent to landfill*||13,000 ton reduction (a 3% reduction from 2007 levels)||Exceeded goal: 124,000 ton reduction (a 28% reduction from 2007 levels)|
|Recycling rate||60% by 2015||On-track: 55.7%|
|Taste (Scale of 1-9 with 1 being the best)*||100% of samples less than 3 on scale||Met goal:|
Cedar: 100% Tolt: 100%
|Water conservation (Seattle and regional water customers)||Water demand will be no higher than in the year 2000 (averaged 148 million gallons per day (MGD))||Exceeded goal: Average water demand for 2012 was 121 MGD|
|% of high priority drinking water problems responded to within 1 hour||90%||Met goal: 96%|
Sewer and Stormwater
|Sanitary sewer overflows||Less than 2 per 100 miles of pipe||Behind schedule: 3.7 per 100 miles|
|Sewer and stormwater problems responded to within 1 hour||90%||Exceeded goal: 96.3%|
Customer focus groups: here’s what you said
In the Fall of 2012, we talked to 114 business and residential customers, from all over our service area, and from all walks of life, to find out how we can serve you better. We’re using this information as input to our strategic planning process. Here’s what we heard:
- You are very proud of Seattle’s leadership in recycling and look to SPU to help you further reduce waste and conserve resources.
- You want more transparency about SPU decision making, information regarding how money is spent and efficiency measures taken to ensure your rate dollars are being spent wisely.
- We also need to do a better job at providing service to customers struggling with paying their bills and those whose first language is not English.
How can we communicate better with you.
Your feedback matters. Your answers to this three-question survey will help us develop our six-year Strategic Business Plan and ensure your utility continues to efficiently provide the highest level of service. Take the survey.