AS Tallinna Vesi’s operational performance during 2021
19 Gennaio 2022 - 8:04AM
AS Tallinna Vesi’s operational performance during 2021
In 2021, Tallinna Vesi’s
quality indicators were once
again at a high level. The reliability of the network was
maintained, and we also achieved good results in
drinking water
and wastewater quality indicators. In 2021, the
Company reconstructed an
all-time record volume of 16
000 m of water
and sewer pipes. 2021 also saw the completion of
a number of large investments at
the treatment plants.
Consistently
high quality of tap
water
The quality of drinking water in Tallinn remains
high – water samples taken from customers’ taps during 2021 were
99.6% compliant with all requirements. A total of 3058 water
samples were taken from customers’ taps last year (2020: 3099) and
only 12 did not meet the requirements. Consistently high quality of
tap water is ensured with the development and maintenance of the
water network across the service area.
“2021 was a record-breaking year for the Company
in terms of network reconstruction – we renovated 7500 meters more
water pipes and sewers than a year before,” said Aleksandr
Timofejev, Chief Executive Officer of AS Tallinna Vesi. The pipes
were reconstructed on Kadaka Boulevard, on the streets of Poska,
Sirbi and Erika, and on Mustamäe, Kohila and Mustakivi Roads. “The
investments made will further ensure that the residents are
provided with high-quality drinking water and will help us keep the
natural environment around us clean,” Timofejev added. In order to
maintain a consistently high water quality, the Company also
modernized a pumping station in Õismäe and carried out renovation
on filters at the water treatment plant.
To provide a reliable and uninterrupted service,
the Company monitors the average duration of the water
interruption. In 2021, the average water disruption per property
lasted 3 hours and 19 minutes. In addition to planned water
interruptions, also interruptions caused by accidents occur. In
order to have them causing as little inconvenience as possible,
Tallinna Vesi aims to notify its customers about unplanned water
interruptions at least 1 hour before the interruption. In 2021,
customers received notices of unplanned interruptions at least 1
hour before in 98.7% of cases.
In 2021, the leakage rate was higher than a year
ago (15%). This was mainly caused by a large number of hidden
leakages, which took longer to detect, and by exceptional weather
conditions during the year.
High quality
of sewerage service
In 2021, the number of sewer collapses decreased
by 11.3% compared to a year ago. “The number of sewer collapses has
decreased due to the consistent reconstruction work that we carried
out in 2021, using mostly environment-friendly no-dig methods and
thereby not having to dig up the roads,” Timofejev said. Over the
year, the number of sewer blockages has somewhat increased.
Wastewater treated at the Paljassaare wastewater
treatment plant also maintains a high level of quality, being again
fully compliant with all the set requirements last year. In order
to assess the efficiency of the treatment process and the quality
of the treated effluent, the concentration of pollutants in
wastewater entering the plant and in effluent leaving the plant is
monitored. The exceptionally low levels of nitrogen and phosphorus
in the effluent discharged into the sea is a proof of the excellent
level of treated effluent.
Last year saw the completion of the largest
project of the decade, during which the facilities and equipment of
the first and most important, i.e. the mechanical treatment stage
were renewed at the wastewater treatment plant in Paljassaare. The
investment allows us to remove 20% more grit from the treatment
process and thereby keep the quality of the treated effluent
discharged to the sea at an excellent level, to keep the Baltic Sea
cleaner and to ensure reliable and efficient wastewater treatment
for Tallinners. In addition to this major project, a number of
other investments were carried out, such as the installation of a
new pump in the main pumping station and the reconstruction of the
effluent outlet tower.
Satisfied customers and
community
Tallinna Vesi aims to provide reliable,
high-quality service to its customers and consumers at all times.
To do this, we regularly measure the satisfaction of our customers
and monitor compliance with the promises we have made to them. In
2021, the Company failed to deliver on the promises made to
customers on three occasions. In the event of a failure to keep the
promise, we apologize and pay compensation to our customers, as
well as learn from the process to avoid such failures in the
future.
In 2021, the Company showed an excellent
improvement in terms of the decrease in the number of customer
complaints – 22.5% less complaints were received compared to the
last year. We are also constantly monitoring the speed at which the
customers receive answers to their questions. In the nine months of
2021, we responded to written inquiries within at least 2 working
days in 98.8% of cases.
In 2021, Tallinna Vesi took major steps to
deliver an even more sustainable and environment-friendly service
to customers and consumers by starting to obtain 100% of the
electricity used in its facilities, incl. the treatment process,
from renewable energy sources as of Q4 2021.
In order to improve customer satisfaction, the
Company started preparations last year to start installing remote
water meters in mid-2022. Smart water meters allow to provide
customers with an even more convenient service and reduce water
losses. “Thanks to automatically collected information, we
proactively inform customers about any possible leakage and remove
the need for reporting the water readings,” Timofejev said.
Last year, Tallinna Vesi also contributed to the
welfare of its community by supporting a total of ca 40 events with
water tanks for free as well as the addition of 12 public water
taps across the capital city. In addition, a number of activities
were carried out to increase the environmental awareness among
society and to reduce waste generation by promoting tap water
drinking. Among other things, a scholarship program was launched to
attract new generation of talents to the water industry.
OPERATIONAL INDICATORS FOR
2021 |
|
|
Indicator |
Unit |
12 months of 2021 |
12 months of 2020 |
Q4 2021 |
Q4 2020 |
Drinking water |
|
|
|
|
|
Compliance of water quality at the customers’ tap |
% |
99.6 |
99.7 |
99.8 |
99.5 |
Water loss in the water distribution network |
% |
15.0 |
12.4 |
21.5 |
12.3 |
Average duration of water interruptions per property |
h |
3.31 |
2.93 |
3.54 |
2.73 |
Wastewater |
|
|
|
|
|
Number of sewer blockages |
no |
524 |
463 |
127 |
125 |
Number of sewer collapses |
no |
71 |
80 |
21 |
19 |
Compliance of treated effluent with environmental requirements |
% |
100 |
100 |
100 |
100 |
Customer service |
|
|
|
|
|
Number of customer complaints |
no |
31 |
40 |
8 |
4 |
Number of customer contacts regarding water quality |
no |
317 |
323 |
79 |
53 |
Number of customer contacts regarding water pressure |
no |
363 |
359 |
101 |
114 |
Number of customer contacts regarding blockages and leading off
stormwater |
no |
948 |
864 |
215 |
177 |
Responding to written customer contacts within at least 2 working
days |
% |
98.8 |
100 |
98.5 |
100 |
Number of failed promises |
no |
3 |
1 |
0 |
1 |
Notification of unplanned water interruptionsat least 1 h before
the interruption |
% |
98.7 |
98.9 |
99.2 |
97.8 |
Laura KorjusHead of CommunicationAS Tallinna Vesi(+372) 626
2271laura.korjus@tvesi.ee
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