Page 264 - City of Fort Worth Budget Book

Enterprise Funds Water and Sewer

SUMMARY OF SERVICES AND PERFORMANCE MEASURES

FY23 FY24 FY25 Desired
Key Measures Actual Estimated Target Level

Financial Viability
This service area focuses on the financial health of the organization. Metrics based on this perspective allow
management to gauge indicators related to cash collections to funding capital debt.
Number of Days cash on hand (days funded operating) 222.9 223 223 100-150

Infrastructure Strategy & Performance
This service area focuses on the condition of and costs associated with critical infrastructure assets.
Number of main breaks & leaks per 100 miles of main 29.3 19.0 14 <=14.2

Infrastructure Leakage Index 3.18 3.00 <3.00 <4.00

Water Resource Sustainability
This service area ensures water availability consistent with current and future customer needs through long-term
resource supply and demand analysis, conservation and public education.
Gallons per capita per day (GPCD) - In City 159 155 152 <150

Enterprise Resiliency
This service area ensures utility leadership and staff work together to anticipate and avoid problems.
Employee turnover rate 17.5% 17.5% <=10% <=10%

Customer Satisfaction
This service area provides reliable, responsive, and affordable services in line with explicit, customer accepted service
levels. Receives timely customer feedback to maintain responsiveness to customer needs and emergencies.
% of calls answered within 60 seconds (water call center) 72.37% 80.00% >=80.00% >=85.00%

Product Quality
This service area relates to the quality of potable water, treated effluent, and process residuals in full compliance with
regulatory and reliability requirements and is consistent with customer, public health, and ecological needs.
# of water quality complaints per 1,000 accounts 0.05 0.10 <0.30 <0.30
% of water quality complaints resolved within 120 hrs 97% 97% ≥97% ≥95%

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