Service Convention

Background

The service covenant is a writ of commitment and expectations coordination between the corporation, the service provider, and the residents.

The covenant is based on the primary service basket provided by the corporation, that is adapted to the work program, while placing well defined goals for execution. Thus, for each and every service levels and tool to track and control their execution have been set, enabling constant improvement in the quality of service afforded to the residents.

Organization service statement

The corporation operates according to the concept that the "customer is in the center" and hence places before it the quality of service, professionalism, credibility and service longevity, alongside maintaining contact with the community in all channels.

The corporation constantly operates within the tools and authority at its disposal to empower the quality of services by assimilating innovative technological services and improving the service and resident experience.

All service providers in the corporation receive extensive professional training in all fields. This stems from our commitment to provide optimal, professional and credible service to the satisfaction of the residents. The service covenant which defines the commitment of the corporation to meet the service level it set for itself.

All this, in accordance to the corporation vision which is primarily

"the regional corporation Mey Sheva will lead in the field of water and sewage service provision, while maintaining the highest possible quality of service and usage of infrastructure and advanced technologies for our customers."

The employees of the Mey Sheva Corporation, the managers of the corporation and the members of the Board of Directors are committed to realize the vision of the corporation:

We undertake to act to achieve maximum efficiency and a high degree of skill, while engaging in a constant process of learning and improvement, and empowering service providers and their professionalism.

We undertake to work in order to become a regional hub of knowledge in the field of water and sewage market management.

We undertake to provide optimal service while emphasizing credibility and transparency for our customers - the water and sewage consumers.

We undertake to act out of responsibility and closeness to the community and environment in which we operate, while deepening the connection with the community and assimilating the values of sustainability.

Customer service

The corporation is committed to continue to work for constant improvement of the quality and reliability of the service for the resident, alongside preserving the connection with the community.

The constant improvement in the quality of service to the residents is expressed among other things in the assimilation of innovative technological services and preserving the current waiting and response periods in the call center, the service centers and the online customer communication channels. In parallel we will continue to preserve our connection with the community via a series of focused activities in direct and indirect interfaces with the residents.

Engineering

Responsibility for the water and sewage infrastructure in the cities of Beer Sheva and Ofakim.

The corporation undertakes to supply water at the required flow and pressures, to remove and process sewage in accordance to regulations, while preserving a high level of reliability.

In order to meet these commitments, the Engineering Division performs projects to upgrade and restore existing infrastructures and develop new infrastructures.

The work takes place with meticulous attention to pre-planning, while emphasizing and stressing the quality of performance.

An innovative control system and a GIS system enables high level of control of the infrastructure of the corporation and improvement in the reliability of the operation of the facilities while undergoing constant optimization and streamlining.

The Engineering Division works to preserve the water wastage accomplishments by carefully maintaining the quality of the measurers and preventing water loss.

Licensing, establishment fees and engineering coordination

The corporation undertakes to handle the provision of licenses to receive digging permits, demolition permits, infrastructure coordination and construction supervision. Handling requests to connect a temporary water meter for construction and authorization to receive form 4- population authorization.

Wastage and water consumption

The Corporation is committed to installation and replacement of water meters, managing the readings of water meters, calculation of reading and consumption data in accordance to the instructions of the water authority and the provisions of the law. The corporation will perform services in the field of reducing wastage and promoting better water consumption.

Operations

Provide a professional, rapid and high quality response in the field of maintenance, transportation and upkeep of the water and sewage infrastructure of Beer Sheva and Ofakim.

The corporation is obligated to act to perform all of the action required to preserve the soundness of the water and sewage networks as well as the water supply and sewage removal facilities.

Active in 2 main levels:

Breakage maintenance – providing a solution for any calls concerning water and sewage hazards in the municipal network at any given time 24/7, while meeting the SLA – and providing immediate solutions in cases of irregular supply of water to the residents.

Preventive maintenance – planning and performing preventive treatment of the municipal water and sewage systems in accordance to an annual plan. The plan includes washing and cleaning of the transmission lines and the sewage cesspits, pest control of municipal cesspits, maintenance of water appliances and water lines, improving the GIS system data while completing data concerning missing cesspits, improving water meter locations, change of malfunctioning valves and more.

Water quality, emergency and water security

The Corporation undertakes to supply water regularly to the residents, in emergency and at the required quality.

The corporation undertakes to work and promote in collaboration with the municipal authorities of Beer Sheva and Ofakim preparations for emergency scenarios in the field of water and sewage removal as part of its central goals. As part of this preparation, the corporation has consolidated a well-organized plan to provide a response in such scenarios, the corporation maintains the appropriate equipment and has trained skilled and professional manpower to operate such emergency scenarios in order to ensure optimal responses during a water crisis.

Services in the field of operations.

The corporation undertakes to work and promote in collaboration with the municipal authorities of Beer Sheva and Ofakim preparations for emergency scenarios in the field of water and sewage removal as part of its central goals. As part of this preparation, the corporation has consolidated a well-organized plan to provide a response in such scenarios, the corporation maintains the appropriate equipment and has trained skilled and professional manpower to operate such emergency scenarios in order to ensure optimal responses during a water crisis.

The corporation undertakes to ensure the quality of the drinking water supplied in the cities of Beer Sheva and Ofakim, to meet the national health ordinances of the Ministry of health and provide potable water. To this end, the corporation performs chemical and microbiological assays on a daily basis to maintain quality control of the water.

In addition to the water sampling that is routinely performed, the corporation is committed to providing a response to resident calls at the 106 call center concerning water quality in the municipal network.