Seattle.gov Home Page
Seattle.gov This Department

Annual Report Card

The Annual Report Card is about providing value and accountability to you.

Read the full report (pdf)

Customer Contact Center

 Goal2012 Score
Customer calls answered by an agent within 60 seconds80%Behind schedule: 75%

Solid Waste

 Goal2012 Score
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 rate60% by 2015On-track: 55.7%

* Missed collection numbers for 2012 do not include the service interruption between July 25 - August1 for 60% of customers due to a labor dispute between Waste Management and its employees.
** The downturn in the economy since 2007 and increased recycling both had an effect on the amount of garbage sent to the landfill.

Drinking Water

 Goal2012 Score
Taste (Scale of 1-9 with 1 being the best)*100% of samples less than 3 on scaleMet 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 hour90%Met goal: 96%

* Flavor Rating Assessment Scale for finished (treated) water
1 = I would be very happy to accept this water as my everyday drinking water.
2 = I would be happy to accept this water as my everyday drinking water.
3 = I am sure that I could accept this water as my everyday drinking water.
4 = I could accept this water as my everyday drinking water.
5 = Maybe I could accept this water as my everyday drinking water.
6 = I don’t think I could accept this water as my everyday drinking water.
7 = I could not accept this water as my everyday drinking water.
8 = I could never drink this water.
9 = I can’t stand this water in my mouth and I could never drink it.

Sewer and Stormwater

 Goal2012 Score
Sanitary sewer overflowsLess than 2 per 100 miles of pipeBehind schedule: 3.7 per 100 miles
Sewer and stormwater problems responded to within 1 hour90%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.