Customer and commercial practices

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Sector Resources Utility topics Customer and commercial practices

  

Good Practice review

2008

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(5.0/1)

US Utility Advisory Group

Effective Utility Management: A Primer

Water and wastewater utilities across the country are facing many common challenges, including rising costs, aging infrastructure, increasingly stringent regulatory requirements, population changes, and a rapidly changing workforce. Effective utility management can help utilities respond to both current and future challenges and support utilities in their common mission of being successful 21st century service
providers.

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Contributed by Christoph Leitner on 03 September 2015

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Good Practice review

2006

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(5.0/1)

Baietti, Kingdom, van Ginneken

Characteristics of Well-Performing Public Water Utities

This report presents findings on attributes of well-run public utilities and attempts to identify important factors that influence their performance. The scope is also largely oriented to utilities that serve urban communities, but with varying characteristics and service objectives. The report is primarily intended for policy makers in central and local governments but can be also useful to utility managers as well as sector professionals supporting utilities and governments in such endeavors.

The route to change for a given utility is unique, and there is no predetermined action plan of corrective measures that must necessarily be followed in sequence. Yet, as the findings of this study reveal, there is a broad process and some basic norms that are fundamental to success or, by contrast, similar actions that have helped to cause organizations to fail. The intent is therefore to share with practitioners such findings but allow them sufficient flexibility to structure these into a coherent reform program that would be appropriate to the specific conditions of the utility and the environment in which it operates. As such, the intention of this report is to move away from “one size fits all” and “best practice” approaches to one of “best fit” given the unique circumstances surrounding a given utility.

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Contributed by Christoph Leitner on 15 April 2016

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Good Practice review

2008

Pdf file available in:

(4.0/1)

Muller, Simpson, van Ginneken

Ways to Improve Water Services by Making Utilities More Accountable to Their Users: A Review

This review is structured as follows. Chapter 2 provides some background on changing approaches to providing water services in past years, and introduces the concept of accountability and the various routes of accountability between service providers and users within the broader context of the corporate management of utilities. Chapter 3 systematizes and describes tools of accountability. It categorizes the tools according to four dimensions—driver, modality, formality, and targeting—and then describes 14 individual tools, whose purposes range from information provision to consultation, participation,  and redress. Chapter 4 assesses the outcomes that have been achieved by applying the tools. It starts by establishing a set of criteria to measure performance, and then discusses achievements in various environments in terms of effectiveness, inclusiveness, efficiency, and sustainability. Based on this assessment, Chapter 5 identifies some critical success factors in the application of tools for utilities at different stages of maturity, with the aim of assisting practitioners to choose the right suite of tools to match their circumstances. Chapter 6 concludes.

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Contributed by Christoph Leitner on 15 April 2016

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Good Practice review

2016

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(0.0/0)

Valu Add et al.

Business Planning and Commercial Efficiency Improvement Program

The brochure summarizes the implementation of the Commercial Efficiency program led by a consortium under Valu Add. It describes the phases of the implementation, key challenges and lessons learned.

The specific project objectives included the
following:
- To design a Business Planning and Commercial Efficiency capacity building program for WSS utilities, based on international best practices and existing approaches;
- To take overall responsibility for the delivery of the program, including provision of support to the utilities in improving commercial management practices (bill collection, customer relations, etc.);
- To support follow-up activities, including the drafting and implementation of business plans for participating utilities;
- To document approaches, tools, instruments, lessons learned and good practices in improving utility commercial efficiency during the activity.

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Contributed by Danube Water Program on 15 April 2016

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Regional analysis

2017

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(0.0/0)

European Water Regulators WAREG

WAREG Report: An analysis of water efficiency KPIs in WAREG member countries

This report analyses the application of Key Performance Indicators (KPIs) to describe efficiency of water services in WAREG member countries, with the aim to draw out commonalities as well as differences in monitoring of water efficiency measures and performance. It seeks to outline how different European regulators promote water efficiency within their regulated industries. It is noted that although various KPIs and benchmarking platforms exist in the water industry, there appears to be a lack of consistency in the definitions, descriptions, application and consistency of KPIs used to measure water efficiency across Europe. It is further noted that while some countries use KPIs for benchmarking purposes, this practice has still not been fully embraced by regulators in WAREG member countries.

Publisher: WAREG,

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Contributed by Elvira Broeks on 21 September 2017

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