Performance Scorecard
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.
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.
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.
Non-Capital Competitive Purchasing
Percentage of non-captial spending purchased competitively (more than one bid received).
Goal is 95% competitive spending per fiscal year (July 1 - June 30).
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 100 miles of wastewater sewers.
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.
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.
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.
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.
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 80% of planned projects sent to the Board of Trustees on-time or early.
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.
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.
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.
Non-Capital Competitive Purchasing
Percentage of non-captial spending purchased competitively (more than one bid received).
Goal is 95% competitive spending per fiscal year (July 1 - June 30).
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 100 miles of wastewater sewers.
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.
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.
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.
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.
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 80% of planned projects sent to the Board of Trustees on-time or early.
