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1. Product Quality (Water and Waste Water)

is achieved when uMngeni-uThukela Water produces potable water and wastewater in full compliance with statutory and reliability requirements and consistent with customer and environmental needs.

2. Water Resources Adequacy

is achieved when uMngeni-uThukela Water assesses the scarcity of freshwater resources, investigates sustainable alternatives, manages water abstractions assiduously and has access to stable raw water resources to meet current and future customer needs.

3. Operational Optimisation

is achieved when uMngeni-uThukela Water has on-going, timely, cost-effective, reliable and sustainable performance improvements in all facets of its operations, minimises resource use, loss and impacts from day-to-day operations and maintains awareness of information and operational technology developments to anticipate and support timely adoption of improvements

4. Customer Satisfaction

is achieved when uMngeni-uThukela Water provides reliable, responsive and affordable services in line with explicit, customer-agreed service levels and receives timely customer feedback to maintain responsiveness to customer needs and emergencies.

5. Stakeholder Understanding and Support

is attained when uMngeni-uThukela Water engenders understanding and support from statutory, contracted and non-contracted bodies for service levels, tariff structures, operating budgets, capital improvement programmes, risk management decisions and water resources adequacy.

6. Financial Viability

is achieved when uMngeni-uThukela Water understands the organisational life-cycle costs and maintains a balance between debt and assets while managing operating expenditures and increasing revenues. In addition, the organisation aims at a sustainable tariff that is consistent with customer expectations, recovers costs and provides for future expansion.

7. Infrastructure Stability

is achieved when uMngeni-uThukela Water’s understands the condition and costs associated with critical infrastructure assets and maintains and enhances the condition of all assets over the long term. This is done at the lowest possible life-cycle cost and acceptable risk levels, is consistent with customer service and statutory-supported service levels, and consistent with anticipated growth and system reliability goals. The organisation further assures that asset repair, rehabilitation, and replacement efforts are co-ordinated to minimise.

8. Operational Resiliency

is achieved when uMngeni-uThukela Water’s leadership and staff work together to anticipate and avoid problems and proactively identify, assess, and establish tolerance levels for, and proactively and effectively manages a full range of business risks, consistent with industry trends and system reliability goals

9. Community and Environmental Sustainability

is achieved when uMngeni-uThukela Water is explicitly cognisant of and attentive to the impacts it has on current and future community sustainability, supports socio-economic development, and manages its operations, infrastructure, and investments to protect, restore, and enhance the natural environment, while using energy and other natural resources efficiently.

10. Leadership and Employee Development

is achieved when uMngeni-uThukela Water is a participatory, collaborative organisation dedicated to continual learning and improvement, recruits and retains a workforce that is competent, motivated, and adaptive and works safely, ensures institutional knowledge is retained and improved; provides opportunities for professional and leadership development, and creates an integrated and well-co-ordinated senior leadership team.