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Performance Scorecard

Follow MSD as we report on key performance indicators tracked through the year. Click "Expand" for larger view.

Customer Service

Emergency Response Rate

Percentage of on-time arrivals in response to a customer emergency service request. (Emergency calls include sewer overflows, basement backups, and missing manhole covers.)

MSD's goal is to arrive at the site within four hours of the emergency service request for at least 90% of calls.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Overall Quality of Service

Customer satisfaction with service provided by MSD for either billing or maintenance-related issues.

MSD's goal is 8.0 points.

Reporting Frequency: quarterly
Reporting Year: calendar
Report Period:

Financial

Allocate Budgeted Amount for Projects

Percentage of planned budget for MSD capital projects sent to the Board of Trustees per the planned schedule.

The goal is to allocate at least 95% of the amount budgeted, per month.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Non-Capital Competitive Purchasing

Percentage of non-captial spending purchased competitively (more than one bid received).

Goal is 95% competitive spending.

Reporting Frequency: quarterly
Reporting Year: fiscal
Report Period:

Mission

Maintenance-Related Overflows

Maintenance-related overflows that could have been prevented by regular maintenance--not related to the sewer capacity,.per hundred miles of wastewater sewers (based on 6500 miles of wastewater sewers in MSD system).

Goal is less than 2.5 overflows per hundred miles of wastewater sewers.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Grease-Related Sewer Overflows

Percentage of maintenance-related overflows that are not related to sewer capacity, but are caused by grease, per fiscal year.

The goal is to average less than 12% grease-related overflows.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Maintenance-Related Building Backups

Number of maintenance-related building backups reported to MSD that could have been prevented by regular maintenance--not related to the sewer capacity.

Goal is less than 1 backup per 1,000 homes per year.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Treatment Plant Compliance

Compliance within the National Pollution Discharge Elimination System (NPDES) permit.

Goal is 100% compliance in meeting regulations for treating and cleaning wastewater, and returning it to a local waterway at MSD's seven treatment plants.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Organizational Effectiveness

Development Review Days

Percentage of developer's plans for private projects to connect to or extend public sewer that are reviewed and approved by MSD in 32 working days or less, total time.

The goal is to complete the review of at least 90% of projects submitted within 32 working days or less.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Projects Introduced to the Board of Trustees Per Planned Schedule

Percentage of monthly planned MSD capital projects that are sent to the Board of Trustees on-time or early.

The goal is to average at least 75% of planned projects sent to the Board of Trustees on-time or early.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Emergency Response Rate

Percentage of on-time arrivals in response to a customer emergency service request. (Emergency calls include sewer overflows, basement backups, and missing manhole covers.)

MSD's goal is to arrive at the site within four hours of the emergency service request for at least 90% of calls.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Overall Quality of Service

Customer satisfaction with service provided by MSD for either billing or maintenance-related issues.

MSD's goal is 8.0 points.

Reporting Frequency: quarterly
Reporting Year: calendar
Report Period:

Allocate Budgeted Amount for Projects

Percentage of planned budget for MSD capital projects sent to the Board of Trustees per the planned schedule.

The goal is to allocate at least 95% of the amount budgeted, per month.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Non-Capital Competitive Purchasing

Percentage of non-captial spending purchased competitively (more than one bid received).

Goal is 95% competitive spending.

Reporting Frequency: quarterly
Reporting Year: fiscal
Report Period:

Maintenance-Related Overflows

Maintenance-related overflows that could have been prevented by regular maintenance--not related to the sewer capacity,.per hundred miles of wastewater sewers (based on 6500 miles of wastewater sewers in MSD system).

Goal is less than 2.5 overflows per hundred miles of wastewater sewers.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Grease-Related Sewer Overflows

Percentage of maintenance-related overflows that are not related to sewer capacity, but are caused by grease, per fiscal year.

The goal is to average less than 12% grease-related overflows.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Maintenance-Related Building Backups

Number of maintenance-related building backups reported to MSD that could have been prevented by regular maintenance--not related to the sewer capacity.

Goal is less than 1 backup per 1,000 homes per year.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Treatment Plant Compliance

Compliance within the National Pollution Discharge Elimination System (NPDES) permit.

Goal is 100% compliance in meeting regulations for treating and cleaning wastewater, and returning it to a local waterway at MSD's seven treatment plants.

Reporting Frequency: semiannually
Reporting Year: calendar
Report Period:

Development Review Days

Percentage of developer's plans for private projects to connect to or extend public sewer that are reviewed and approved by MSD in 32 working days or less, total time.

The goal is to complete the review of at least 90% of projects submitted within 32 working days or less.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period:

Projects Introduced to the Board of Trustees Per Planned Schedule

Percentage of monthly planned MSD capital projects that are sent to the Board of Trustees on-time or early.

The goal is to average at least 75% of planned projects sent to the Board of Trustees on-time or early.

Reporting Frequency: monthly
Reporting Year: fiscal
Report Period: