CUSTOMER SERVICE (FACTS AND FIGURES)
CEB tracks delivery and customer service via KPIs
The response time to the requests of customers is a very important aspect of customer service delivery. Close monitoring of the response time is ensured through Key Performance Indices (KPIs) as below.
- KPI insp: indicates the average number of days between an application being lodged at the CEB and the first site visit to the customer's premises.
- KPI p2mv: indicates the average number of days between payment being made for a new supply and the effective connection to the CEB grid.
- KPI ins(AP): indicates the average number of days taken for processing CEB's Clearance for the purpose of Building and Land Use Permit.
KPI insp Measures the service time from application for a request for a new supply to the first inspection by a CEB Technical Officer
(Expected KPI: 5 days) *
Table below shows the KPI insp in days
KPI p2mv Measures the service time from Payment of the Security Deposit and Connection Fees to Connection of Supply on site
(Expected KPI: 5 days) *
Table below shows the KPI p2mv in days
KPIinsp (AP) Measures service time from the application received at CEB to the inspection carried out in connection with granting CEB's Clearance for BLUP purposes
(Expected KPI: 5 days) *
Table below shows the KPIinsp (AP) in days
* The actual Performance Standards are represented by an average number of working days taken to service the total number of such requests received for that period. In some exceptional circumstances, the average figure may be slightly more than the targeted service time.