55%, 2 + 3%, 2 58%. 1 5, “1” 1 A “5” 5 1 5. H.3 Performance Obligations of the Operator for the Third Year Performance Criterion Criteria Criterion Values Weights 1 2 3 4 5 Non-Revenue Water 20 Target Target +3% Target +6% Target +8% Target +10% Continuity of Service 8 Target Target minus Target minus Target minus Target minus 2 hours 3 hours 4 hours Collection Efficiency 20 Target Target minus Target Target minus Target minus 1% minus 2% 3% 4% Metering Coverage 12 Target minus Target minus Target minus Target minus 2% 3% 4% 5% Disposal Efficiency 8 3.0% 3.5% 4.0% 4.5% 5.0% Response Time to Customer Complaints Routine Billing complaints 3 0.5 Days 0.7 Days 0.8 Days 0.9 Days 1 Days Billing complaints requiring investigation 2 5 Days 5.5 Days 6 Days 6.5 Days 7 Days Leakage complaints (Large leaks) 3 1 Day 1.25 Days 1.50 Days 1.75 Days 2 Days Leakage complaints (Minor leaks) 3 5 Days 5.5 Days 6 Days 6.5 Days 7 Days Sewage complaints 3 1 Days 1.25 Days 1.5 Days 1.75 Days 2 Days Hinterland complaints 3 6 Days 6.5 Days 7 Days 7.5 Days 8 Days Service Coverage in the Hinterland 15 Target Target - 2% Target- 5% Target - 7% Target - 9%
55%, 2 + 3%, 2 58%. 1 5, “1” 1 A “5” 5 1 5. H.3 Performance Obligations of the Operator for the Third Year Performance Criterion Criteria Weights Criterion Values 1 2 3 4 5 Non-Revenue Water 20 Target Target +3% Target +6% Target +8% Target +10% Continuity of Service 8 Target Target minus Target minus 2 hours Target minus 3 hours Target minus 4 hours Collection Efficiency 20 Target Target minus 1% Target minus 2% Target minus 3% Target minus 4% Metering Coverage 12 Target minus 2% Target minus 3% Target minus 4% Target minus 5% Disposal Efficiency 8 3.0% 3.5% 4.0% 4.5% 5.0% Response Time to Customer Complaints Routine Billing complaints 3 0.5 Days 0.7 Days 0.8 Days 0.9 Days 1 Days Billing complaints requiring investigation 2 5 Days 5.5 Days 6 Days 6.5 Days 7 Days Leakage complaints (Large leaks) 3 1 Day 1.25 Days 1.50 Days 1.75 Days 2 Days Leakage complaints (Minor leaks) 3 5 Days 5.5 Days 6 Days 6.5 Days 7 Days Sewage complaints 3 1 Days 1.25 Days 1.5 Days 1.75 Days 2 Days Hinterland complaints 3 6 Days 6.5 Days 7 Days 7.5 Days 8 Days Service Coverage in the Hinterland 15 Target Target - 2% Target- 5% Target - 7% Target - 9%
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