This measures the percentage of water quality complaints reported, investigated and resolved within a 48 hour period in a given month.  Due to the characteristics of Fort Worth's distribution system, it is important to track complaint types, origin and resolution to ensure water quality is maintained in a timely manner throughout all of the distribution's end points.  To ensure regulatory compliance, policies and procedures are developed for monitoring and testing.  Long term, infrastructure improvements and design may be implemented based on complaint activity and data capture.

(MEASURE ARCHIVED AND REPLACED IN FY19 WITH AN UPDATED MEASURE)

These data are taken from PeopleSoft and Cisco software packages after a case is created detailing water quality investigation information, via telephone calls or emails.  Emailed complaint information arrives via "zz_Water Lab Orders".  This information is transferred and stored in the \\fwwrh01\Daily Email Reports\WQI [Year] folder.

Number of complaints received/number of complaints investigated & resolved within 48 hours.  A complaint is resolved when the action initiated to address the complaint is completed (sample collection, completion of a flush order, etc).