Performance indicators for water supply services / Helena Alegre [and seven others].

Format:

Book

Author/Creator:

Alegre, Helena, author.

Series:

Manual of best practice.

Manual of Best Practice

Language:

English

Subjects (All):

Water-supply--Evaluation.

Water-supply.

Water utilities--Evaluation.

Water utilities.

Water utilities--Customer services--Evaluation.

Water utilities--Standards.

Physical Description:

1 online resource (404 pages) : illustrations, tables.

Edition:

Third edition.

Place of Publication:

London, England : IWA Publishing, 2017.

Summary:

The IWA Performance Indicator System for water services is now recognized as a worldwide reference. Since it first appearance in 2000, the system has been widely quoted, adapted and used in a large number of projects both for internal performance assessment and metric benchmarking. Water professionals have benefited from a coherent and flexible system, with precise and detailed definitions that in many cases have become a standard. The system has proven to be adaptable and it has been used in very different contexts for diverse purposes. The Performance Indicators System can be used in any organization regardless of its size, nature (public, private, etc.) or degree of complexity and development. The third edition of Performance Indicators for Water Supply Services represents a further improvement of the original manual. It contains a reviewed and consolidated version of the indicators, resulting from the real needs of water companies worldwide that were expressed during the extensive field testing of the original system. The indicators now properly cover bulk distribution and the needs of developing countries, and all definitions have been thoroughly revised. The confidence grading scheme has been simplified and the procedure to assess the results- uncertainty has been significantly enhanced. In addition to the updated contents of the original edition, a large part of the manual is now devoted to the practical application of the system. Complete with simplified step-by-step implementation procedures and case studies, the manual provides guidelines on how to adapt the IWA concepts and indicators to specific contexts and objectives. This new edition of Performance Indicators for Water Supply Services is an invaluable reference source for all those concerned with managing the performance of the water supply industry, including those in the water utilities as well as regulators, policy-makers and financial agencies.

Contents:

Cover

Copyright

Table of Contents

List of Figures

List of Tables

Foreword to the Third Edition

Acknowledgements

The Authors

Measurement Units and Symbols

Abbreviations

Other Conventions

Part I - Fundamentals of Performance Assessment

1. Introduction

1.1 Balance of over 15 years of the IWA PI systems

1.2 The water industry context, drivers and challenges

1.3 The IWA approach to water services management

1.4 The increasing importance of performance assessment systems

1.5 Users of performance assessment systems for water supply services

1.6 Objectives of iwa manuals of best practice series

1.7 About this manual

2. Systems of Performance Indicators

2.1 Performance indicators system

2.2 Requirements for the definition of a system of performance indicators

Performance indicators

Variables

Context information and other data elements

3. From Performance Assessment to Improvement

3.1 Performance indicators as the foundation of benchmarking

3.2 What is benchmarking?

3.3 Why should you benchmark?

Governments/regulators

Customers

Owners/shareholders

3.4 The IWA Benchmarking Framework

4. From Performance Assessment to Infrastructure Asset Management

4.1 What is infrastructure asset management?

4.2 Why should you implement an IAM approach?

4.3 The IWA IAM framework

5. The IWA System of Performance Indicators

5.1 Objective

5.2 Structure

Context information and other system data

5.3 Using the IWA system of performance indicators

5.4 Performance indicators

Underlying assumptions

Water resources indicators

Personnel indicators

Physical indicators

Operational indicators

Quality of service indicators

Economic and financial indicators

5.5 Variables

5.6 Explanatory factors.

Types of explanatory factors

Context information

Performance indicators and variables as explanatory factors

Other explanatory factors

6. Data Quality

6.1 Introduction

6.2 Complete data quality management: Accuracy and reliability

6.3 A new focus on data quality

7. Implementation of a PI System

7.1 Introduction

7.2 Using IWA indicators in a performance measurement system

7.3 Definition of the objectives

7.4 Definition of strategies

7.5 Establishment of the critical success factors

7.6 Establishment of a performance indicators system

Definition of the strategic performance assessment policy

Selection of the PI to be assessed

7.7 Assessment of the performance indicators

7.8 Continuous improvement

8. Examples of Application

8.1 Introduction

8.2 Case 1: Leverage effect of the regulatory quality of service assessment system in Portugal

Context and background

Assessment process

Summary of the performace assessment system

Results and learnings

8.3 Case 2: Performance assessment system of urban water supply in China

Performance assessment process

8.4 Case 3: AQUARATING: An international standard for assessing water and wastewater services

Summary of the performance assessment system

8.5 Germany

Case 4 references

8.6 Case 5: TRUST/AWARE-P: from incipient to leading-edge IAM planning implementations

The AWARE-P open-source software

Case 5 References

9. References and Selected Bibliography

Part II - Specification of the IWA PI System

1. Definitions.

1.1 Water balance definitions

Definition of water supply system inputs and outputs

Water balance components

1.2 Organisation functions

1.3 Financial definitions (see also part i, point 5.4, economic and financial indicators)

Changes from IFRS

The big picture

Impact on Financial Ratios

1.4 Complementary definitions

2. Performance Indicators

2.1 Introduction

2.2 Quick reference listing of the IWA PI

2.3 Water resources indicators

2.4 Personnel indicators

Total personnel

Technical services personnel per activity

Personnel qualification

Personnel training

Personnel health and safety

Overtime work

2.5 Physical indicators

Treatment

Storage

Pumping

Transmission and distribution

Meters

Automation and control

2.6 Operational indicators

Inspection and maintenance of physical assets

Instrumentation calibration

Electrical and signal transmission equipment inspection

Mains, valves and service connection rehabilitation

Pumps rehabilitation

Water losses

Failures

Water metering

Water quality monitoring

2.7 Quality of service indicators

Coverage

Public taps and standpipes

Pressure and continuity of supply

Quality of supplied water

Service connection and meter installation and repair

Customer complaints

2.8 Economic and financial indicators

Revenues

Costs

Composition of running costs per type of costs

Composition of running costs per main function of water utility

Composition of running costs per technical function activity

Composition of capital costs

Investments

Average water charges

Efficiency indicators

Leverage indicators

Liquidity indicator

Profitability indicators

Water losses indicators

3. Variables

3.1 Section A - Water volume data

3.2 Section B - Personnel data.

3.3 Section C - Physical assets data

Water storage

Treatment plants

Pumping stations

Transmission and distribuition network

Metering and control equipment

Service connections

3.4 Section D - Operational data

Energy consumption

Inspection and maintenance

Preventive maintenance

Network pressure and service continuity

Metering

3.5 Section E - Demography and customer data

3.6 Section F - Quality of service data

Service

3.7 Section G - Economic and financial data

3.8 Section H - Time data

3.9 Variables alphabetical lists

Water volume data, page II-276

Personnel data, page II-286

Physical assets data, page II-297

Operational data, page II-304

Demography (and customer) data, page II-324

Quality of service data, page II-328

Economic and financial data, page II-334

Time data, page II-356

4. Context Information

4.1 Quick reference CI listing

4.2 Utility profile

4.3 Service information

4.4 System assets

Water resources

Impounding reservoir storage

Transmission and distribution storage tanks/Service reservoirs

Transmission and distribution network

Private pumping systems and tanks

4.5 Consumption and peak factors

Average system input

Consumption per type of customer

Peak factors of supplied and exported water

4.6 Demography and economics

4.7 Environment

Annual rainfall

Air temperature

Topography

Raw water quality - Source types

5. Uncertainties and Uncertainty Propagation

Accuracy, reliability and uncertainty

Law of propagation of uncertainty.

Notes:

At head of title: Benchmarking and Performance Assessment Specialist Group.

Description based on online resource; title from PDF title page (ebrary, viewed November 24, 2016).

ISBN:

9781780406336

1780406339

OCLC:

963568304