AquaRating : an international standard for assessing water and wastewater services / Matthias Krause [and four others].

Format:

Book

Author/Creator:

Krause, Matthias, 1968- author.

Language:

English

Subjects (All):

Water utilities--Management.

Water utilities.

Water-supply--Management.

Water-supply.

Water treatment plants--Management.

Water treatment plants.

Sewage disposal plants--Management.

Sewage disposal plants.

Physical Description:

1 online resource (397 p.)

Edition:

1st ed.

Place of Publication:

London, England : IWA Publishing, 2015.

Summary:

The Inter-American Development Bank (IDB), in cooperation with the International Water Association (IWA), has developed a rating system that assesses the performance of water and sanitation service providers in a comprehensive way. AquaRating: An international standard for assessing water and wastewater services aims to provide an industry standard for utilities. The innovative rating system seeks the improvement of the service delivered by means of a rigorous and systematic assessment. AquaRating comprises more than 100 assessment elements organized in eight rating areas: Service Quality, Efficiency in the Planning and Execution of Investments, Operating Efficiency, Business Management Efficiency, Financial Sustainability, Access to Service, Corporate Governance, Environmental Sustainability. Each of the assessment elements and consecutively rating areas is assigned a rating (from 0 to 100), which in turn are aggregated into a single rating for the utility. Assessment elements consist of qualitative good practices and quantitative indicators. The total compliance with practices and achievement of the most demanding indicators levels means delivery of an excellent service and, therefore, awards a maximum rating of 100 points. AquaRating takes into account the quality of the information supporting the ratings results by correcting the rating for the reliability level of such information. The rating results are certifiable thanks to an independent audit of the supporting information. The expected benefits of the system are manifold: • Utilities - Identify areas of improvement, receive guidance and monitor progress over time. - Obtain an external and credible performance rating, which contributes to foster reputation, accountability and acceptance by key stakeholders, gain access to new markets and finance, and attract qualified staff. - Get access to a knowledge and assessment framework that fosters continuous learning. • Governments, regulators and development agencies - Use the system to stimulate utilities to maintain or improve their performance and to target technical assistance and finance according to the specific opportunities for improvement identified. • Consumers - Obtain better services in terms of access, quality, efficiency, sustainability and transparency.

Contents:

Cover; Copyright; Contents; Acknowledgements; About the authors; Introduction; Chapter 1: SQ Service Quality; SQ1 Drinking water quality; SQ1.1 Assurance of structural capacity for treatment and supply; SQ1.2 Assurance of appropriate supplied water quality; SQ1.3 Supervision and control of supplied water quality; SQ1.4 Structural operational capacity for drinking ""water treatment""; SQ1.5 Compliance with drinking water standards; SQ1.6 Supplied water quality control frequency; SQ2 Distribution of drinking water for use and consumption

SQ2.1 Assurance of structural capacity for supply and distributionSQ2.2 Assurance of supply continuity during operation; SQ2.3 Supervision and control of supply continuity; SQ2.4 Supply continuity; SQ2.5 Time taken to connect new users to the drinking water service; SQ3 Wastewater collection; SQ3.1 Assurance of structural capacity for wastewater collection; SQ3.2 Assurance of wastewater collection from operation; SQ3.3 Supervision and control of the wastewater collection service; SQ3.4 Time taken to resolve ""incidents"" in the wastewater collection network

SQ3.5 Time taken to connect to the wastewater serviceSQ3.6 Stormweather ""incidents""; SQ4 User service; SQ4.1 ""Complaint"" management and user satisfaction monitoring; SQ4.2 User service quality; SQ4.3 Commitment to user service and ""contingency"" information; SQ4.4 Perception of general user satisfaction; SQ4.5 User perceptions of problem resolution quality; SQ4.6 Number of ""customer service complaints"" per 100 users and year; SQ4.7 Customer call service waiting time; SQ4.8 Customer service center waiting time; SQ4.9 Time taken to resolve problems

Chapter 2: PE Investment Planning and Implementation EfficiencyPE1 Investment plan content and efficiency; PE1.1 Investment plan contents; PE1.2 Diagnosis methodology; PE1.3 Methodology for identifying and analyzing alternatives and defining solutions; PE1.4 Methodology for analyzing the plan's financial aspects; PE2 Investment plan implementation efficiency; PE2.1 Systems for monitoring implementation of investment plan projects; PE2.2 Compliance with the investment plan; PE2.3 Degree of cost variation in ""completed works""

PE2.4 Degree of deviation from deadlines established for implementation of ""works""PE3 Existing physical asset management efficiency; PE3.1 Physical asset management; PE3.2 Annual investment in replacement of fixed physical assets; PE4 Emergency planning; PE4.1 ""Emergency"" plan; PE5 Research and development; PE5.1 Research and development; PE5.2 Investment in research and development; Chapter 3: OE Operating Efficiency; OE1 Water resource management efficiency; OE1.1 Control of water use and destinations; OE1.2 Control of water at points of use and consumption

OE1.3 Management of real losses

Notes:

Description based upon print version of record.

Description based on online resource; title from PDF title page (ebrary, viewed February 8, 2016).

ISBN:

9781780407401

1780407408

OCLC:

936192402