Deputation NI Water.Pdf
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Derry City and Strabane District Council Ciaran Nicell – Customer Insight Senior Manager Martin Mailey – North West Area Manager (Water) Nigel McKee – Senior Project Manager Wednesday 11 October 2017 Derry City and Strabane District Council Delivering What Matters… Capital Investments Capital Project Spend Investment Year NIW DC&SDC 2015/16 £95m £6.6m 2016/17 £101.6m £6.2m 2017/18 £112m £12.3m Total £308.6m £25.1m Derry City and Strabane District Council benefits from 8.1% of NI Water’s capital spend and a considerable percentage of NI Water’s Water & Sewerage £61m annual Capital Maintenance Expenditure for the PC15 period. This compares favourably with the District’s 8.1% share of Northern Ireland’s population. Programmed/Prospective Projects (subject to funding) Type Projects In Construction / Recently Complete Projects about to Commence Infra Carmoney CWB 1 and 2 Refurbishment Caugh Hill, Carmoney to Strabane Strategic Link Watermain BALLYMAGORRY WwTWs Ballynagard, Derry, Culmore Trunk Sewer Stabilization Erganagh WWPS Replacement Dunfield Terrace, Londonderry, Drop Shaft Rehabiliation. Western Area Telemetry Needs Strathfoyle Sewerage Syphons Upgrade. Carmoney CWB 3 and 4 Refurbishment Queens Quay CSO Extension Manorwood WWPS Replacement Craigavon Bridge PM Enhancement Bleachgreen WWPS, Londonderry, Upgrade/Replacement Foyle Street, Londonderry Feasibility Study Tamneymore SR Rehabilitation Tyrone West WIIM 2.1 Work Package Bridge Street WWPS, Strabane - Feasibility Study Nixons Corner, Londonderry WWTW Artigarvan WWTW Strathfoyle, Londonderry Siphon Inlet Screen Londonderry DAP : Buncrana Road Work Package, Stage 2 Foyle Springs, Derry Flood Alleviation Non Infra Castletown/Koram WPS Upgrade Lisnafin wwps Berryhill Rd, Artigarvan, Sewer Remediation Ballymagorry Wwps Foyle Springs, Derry Flood Alleviation Carmoney WTW DAF process Optimisation Cottage Row , Eglinton, WWPS, Upgrade/Replace. Faughan Crescent WWPS, Londonderry. Pumping station and Pumping main upgrade Lough Foyle Sustainable Water Quality Improvement Project (LF SWQIP) The Scale of Capital Investment & Constraints Customer improvements Customer feedback We have spoken to almost 7,000 customers in the last 12 months. Feedback • Septic tank service – 98% were happy with the service. • New connections – 93% were happy with the service. • Bill payment (by telephone) – 98% were happy with the service. 76% of septic tank customers did not know that this could be booked on the website. 60% of those customers said that they would be happy to use this service. 80% of new connections customers said that they would use an on-line application (NI Water do not have this option at this stage) Customer feedback Development areas Key messages Being kept informed Use customer feedback • • Website Website promotion Call backs • • Texts • Septic tank Voice of the Customer • Digital is key! • Payments • Information Customer communication New website Supply interruptions Customer communication Texts – No Water Texts – Payments received Call backs have identified 80% satisfaction with the text messages Current Public Initiatives Social Media Water Theft - FOG - Fats Oils Bag it & Bin it Winter campaign to unauthorised and Grease Campaign Awareness encourage connections. Campaign– Pipe people to drink Protection more tap water Water Theft • Water Theft includes illegal activity such as unauthorised connections to the public main; misuse of domestic supplies; bypassing water meters; and abusing fire hydrants. • As well as the fraudulent aspect, water theft carries a risk of contaminating the public water supply. • NI Water has launched a major PR campaign to change attitudes to what many see as a ‘victimless’ crime. • Compliance Investigation Team (CIT) established in 2016 to detect, prevent and deter fraud while also assuring compliance with relevant legislation. • CIT will work to recover any revenue that may be owed to NI Water as a result of water theft. • Full support from other agencies, including CCNI and Utility Regulator. • NI Water encourages the public to contact us in confidence if they are aware of any misuse of the public water supply. How To Reach Us • Dedicated 24/7 Elected Representative Hotline: 0345 3006461 • Email : [email protected] • Website: www.niwater.com • Twitter: @niwnews • Facebook: www.facebook.com/niwater • 24/7 Waterline for public: 03457 440088. • #deliveringwhatmatters .