Servicios de Abastecimiento y Saneamiento - La Tribuna del Agua

SERVICIOS DE ABASTECIMIENTO Y SANEAMIENTO
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on the one hand, those notified on
the initiative of the user, including
complaints or requests for services ;
on the other, those emerging following
a request from the user, such as surveys
or public meetings.
The resources applied by the water distributors
to satisfy the first type of expectation are directly
taken into account in the indicators relating to
the quality of the service.
The second type of expectation corresponds
to complementary aspects of the first type, for
which the formulation is not always spontaneous
on the part of users’ and which moreover can be
directed on the basis of the questions or the way
in which the subjects are dealt with. This second
type of expectation is however best placed to
reflect the deepest feelings of users with regard
to the water service.
Complaints on the part of users
Within the current organization of the
Paris water service, responsibility for complaints
concerning water quality and pressure has been
entrusted to EAU DE PARIS.
Complaints or complaints on the part of users
can be fed back along several paths:
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by direct calls to the operators;
by a call to the municipal administrative
departments (local Town Halls) ;
by calls left on the « All’eau de Paris »
voice mail service ;
by letters to the various departments
concerned;
by emails sent to the Internet sites of
the departments concerned.
Complaints regarding pressure:
For 2007 : 91 complaints handled by EAU DE
PARIS :
• 78 complaints for water shortages at the
tap.
• 13 complaints for insufficient pressure.
After analysis,
• 70 complaints were occasioned by a
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COMUNICADOS
problem of internal origin (plumbing
works in the building, supercharger
malfunction, general sluice valve in offposition
…) ;
• 8 complaints highlighting a problem in
the public distribution network (water
cut, interventions, leak or pipe burst)
Complaints regarding quality :
The following tables show that the
number of complaints in 2007 continued to be
considerably less compared with previous years.
A comparison between the complaint statistics
in each category, presented in the table above,
shows that:
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the percentage of complaints regarding
corrosion continues to remain the most
important cause.
complaints regarding anxiety, perception
and health are still few in number
the number of complaints for reasons
linked to taste remains at the same level
from one year to the next.
The All’eau de Paris voice mail server
Since 2000, EAU DE PARIS has been in charge
of the All’eau de Paris telephone service which
was created with a view to responding to the
questions Parisians were asking about water.
Essentially, the requests received concern
information regarding the quality and the origin
of the water delivered to the tap. All’eau de
Paris also records the complaints sent in by users
concerning water quality and pressure.
Five hostesses work in relays at EAU DE PARIS to
handle first-level requests. Every call is recorded
on monitoring software thus enabling searches
for priority as regards the dossiers.
Since 2004, EAU DE PARIS has also recorded all
requests received via the Internet site.
4- A survey to gain a better understanding of
consumers’ expectations:
A survey was carried out during the months