Key performance indicators

Uisce Éireann is a publicly owned, regulated, commercial State body with responsibility for the operation and maintenance of water and wastewater assets.

The operating model for Uisce Éireann is set in the context of the EU Water Framework Directive (WFD). The WFD is the overarching Directive in relation to water policy in the EU.

Water framework directive

Measure

Definition

Unit

2022

2023

2024

Quality

Water

Drinking water

Boil Water Notice
(> 30 days)

Population remaining at year end on BWN that has been in place for > 30 days

Number remaining

18,287

19,109

17,465*

Schemes on EPA Remedial Action List (RAL)

Number of schemes on live RAL

Number remaining

58

57

45

Lead

Lead

Total lead services replaced

Number

10,801

9,588

4,099

Wastewater

UWWTD

Priority areas for wastewater improvement

Number of priority areas for wastewater improvement (starting point Q1 2017 of 148)

Number remaining

91

80

75

Untreated agglomerations

Number of agglomerations with no treatment or preliminary treatment only

Number remaining

29

19

16

Conservation

Savings**

National Leakage Rate

12-month rolling average to 1st October

%

37

38

38

Greater Dublin Area (GDA) Leakage Rate

12-month rolling average to 1st October

%

33

32

32

Non-Greater Dublin Area (GDA) Leakage Rate

12-month rolling average to 1st October

%

40

41

41

Future Proofing

Capacity & resilience

Wastewater treatment plants

New and upgraded total (quantity)

Number

9

42

17

Water treatment plants

New and upgraded total (quantity)

Number

6

9

9

Wastewater network

Length of sewer laid new/rehabilitated (total)

km

102

122

63

Water network

Length of watermain laid new/rehabilitated (total)

km

315

512

207

*At the end of 2024 there were 5 Boil Water Notices in place for more than 30 days. Over 72% of Boil Water Notices imposed in 2024 were rectified within 30 days.

**Previously we reflected leakage savings in ML/day of water saved, this metric has become unrepresentative of leakage activity due to the unprecedented levels of demand currently being experienced and the correlation between demand and leakage. We are now tracking leakage levels on a percentage basis, that represents the percentage of water produced that is unaccounted for. 2023 and 2024 percentages are reflective of interim leakage data pending study outcomes, detailed within the Operating review section.

A person rowing on a calm river with trees and other rowers in the background.

Safety

Total LTIFR – employees (>1 day) #/100k hours

What we measure

We use Lost Time Injury Frequency Rates (LTIFR) to track the number of employee accidents per 100,000 hours worked, that result in a staff member needing to take >1 day off work. There has not been an employee Lost Time Injury since 2018.

Why we measure it

Safety is one of our core values, we keep each other safe. The Work Safe Home Safe framework, focuses on managing our safety challenges through key pillars including leadership and culture, safe assets and workplaces, safe ways of working, safe delivery partners, and health and wellbeing.

Customer service

First contact resolution – metering and operations %

2020

79%

2021

83%

2022

72%

2023

83%

2024

84%

What we measure

We review a sample of our customer contacts each month across a range of different call types. A selection of calls are surveyed independently to validate the scores.

Why we measure it

This measure tells us how often we are able to resolve a customer’s request on their first contact, without the need to get further information, escalate to the back office, create a complaint or follow up.

Sustainability

# sites with biodiversity measures implemented

2020

31

2021

53

2022

56

2023

270

2024

273

What we measure

This measures the number of operational sites with recorded biodiversity enhancement initiatives implemented within the year.

Why we measure it

This measure is used to advise on actions to be taken to enhance operational sites from a biodiversity perspective.

Operating efficiencies

Cumulative OPEX efficiencies €m

2020

182.3

2021

200.1

2022

207.0

2023

211.0

2024

221.1

What we measure

We measure operational efficiencies secured via cost saving initiatives, our supplier commercial framework agreements and through value for money reviews.

Why we measure it

We strive to meet the efficiency targets as set by the Commission for Regulation of Utilities.

Water saved

Cumulative gross leakage savings (megalitres per day)

2020

356

2021

584

2022

806

2023

1,190

2024

1,408

What we measure

This is a measure of the cumulative water saved as a result of our efforts in rehabilitating mains and pro-actively finding and fixing leaks.

Why we measure it

We aim to increase the effectiveness and resilience of our networks by reducing the quantity of water lost in the system.