e r 2 - Umgeni Water

Chapter| Introduction and Strategy2.5 Strategic Objectives, Outcomes and Key Performance Indicators (KPIs)The organisation has eighteen key performance indicators that respond to its eleven strategic objectivesand ten outcomes, as shown in Table 2.4. The business plan chapters that follow responds to these KPIs, andtargets pertaining to these are contained in the scorecard at the end of this business plan.Table 2.4: Strategic objectives, outcomes and key performance indicators with cross-reference to GovernmentOutcomes and Executive Authority Outputs*StrategicObjectiveUmgeni WaterOutcomeExplanation ofOutcomeKey PerformanceIndicatorReference to GovernmentOutcome and ExecutiveAuthority (EA) OutputCustomer and Growth Perspective1. Exceedcustomerexpectations2. Growth /Increasecustomer baseProduct qualityCustomerSatisfactionInfrastructureStabilityProduct Quality (Waterand Wastewater) isachieved when UmgeniWater produces potablewater and wastewater incompliance with statutoryrequirements andconsistent with customer,public health, andenvironmental needs.1. Per cent statutorycompliance for bulkpotable water and bulkwastewater.*Customer Satisfaction is 2. Per cent compliance withachieved when Umgeni service level agreementsWater provides reliable, with particular referenceresponsive, and affordable to supply volumes,services in line withpressure, serviceexplicit, customer-agreed disruption intervals, andservice levels and receives metering. *timely customer feedbackto maintain responsivenessto customer needs andemergencies.Umgeni Water hasInfrastructure Stabilitywhen it understands thecondition and costsassociated with criticalinfrastructure assets andmaintains and enhancesthe condition of all assetsover the long-term. This isdone at the lowest possiblelife-cycle cost andacceptable risk levels, isconsistent with customerand statutory-supportedservice levels, andconsistent with anticipatedgrowth and systemreliability goals.3. The extent to which thereis planned and fundedinfrastructure to supporteconomic growth andlivelihoods, and assetcondition is enhanced andmaintained.*Outcome 10 EnvironmentEA will Lead Output 1: Enhancedquantity and quality of waterresources.(Sub-output: Regulation of waterquality – water works andwastewater works compliance)Outcome 6: InfrastructureLead Output 4 Maintenance andsupply availability of bulk waterinfrastructure(Sub-outputs: New augmentationschemes; Regional bulk waterinfrastructure (RBIG) systems;Existing water resourcesinfrastructure maintained)Outcome 9 Local GovernmentEA Contributes to Output 2:Improved access to basicservices.(Sub-outputs: Support the deliveryof bulk and reticulationinfrastructure following adifferentiated approach. Bulkinfrastructure fund)WaterResourcesAdequacyUmgeni Water has WaterResources Adequacy,when it assesses thescarcity of freshwaterresources, investigatessustainable alternatives,manages water4. The extent to which thereis water resourcesassurance / supplysecurity.*Page 14 Umgeni Water Five-Year Business Plan | 2011/2012 to 2015/2016Outcome 7: Rural DevelopmentContribute to Outcome 3 Accessto rural services (Sub-outputs:improved access to services)Outcome 6: InfrastructureLead Output 4 Maintenance andsupply availability of bulk waterinfrastructure(Sub-outputs: New augmentationschemes; Regional bulk waterinfrastructure (RBIG) systems;