Performance Benchmarking in Utility Regulation: The ... - IWA

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Results (cont.) Blue: countries with water regulation. Red: countries that answered the questionnaire. Green: regulators that apply benchmarking and answered the questionnaire. 10
Case-studies studies Victoria, Australia The regulator (now Essential Services Commission – ESC) applies sunshine regulation here since 1994. Responsible for… • the quality of service delivered the quality of the supplying (e.g. water quality and compliance with the norms); the service reliability (e.g. interruptions, non-revenue water and blockages); the services availability (e.g. prices, special customers and lack of payment); the customer service (e.g. call centres, claims and customers’ satisfaction). • the economic regulation … increases the transparency and accountability of the WWS. The operators’ progress can be seen, for example, in the evolution of the indicator water interruptions (ESC, 2007). 11
Page 1 and 2: Performance Benchmarking in Utility
Page 3 and 4: Introduction Water and Wastewater S
Page 5 and 6: Benefits of benchmarking use in the
Page 7 and 8: Methodology Firstly Secondly Questi
Page 9: Results 9
Page 13 and 14: Case-studies studies (cont.) Zambia
Page 15 and 16: Case-studies studies (cont.) Italy
Page 17 and 18: Conclusions Benchmarking… … cr
Page 19: Thank you for your attention ! Rui

Performance Benchmarking in Utility Regulation: The ... - IWA

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