BOOK
Performance Indicators for Water Supply Services
Helena Alegre | Jaime M. Baptista | Enrique Cabrera Jr | Francisco Cubillo | Patricia Duarte | Wolfram Hirner | Wolf Merkel | Renato Parena
(2006)
Additional Information
Book Details
Abstract
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 second 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. The manual includes a new version of the software Sigma Lite incorporating all the new developments and an improved graphical user interface. This new edition of Performance Indicators for Water Supply Services will be 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.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| TABLE OF CONTENTS | iii | ||
| LIST OF FIGURES | vi | ||
| LIST OF TABLES | vi | ||
| FOREWORD TO THE SECOND EDITION | ix | ||
| ACKNOWLEDGEMENTS | xi | ||
| THE AUTHORS\r | xiii | ||
| Helena Alegre | xiii | ||
| Wolfram Hirner | xiii | ||
| Jaime Melo Baptista | xiv | ||
| Renato Parena | xiv | ||
| Francisco Cubillo | xv | ||
| Enrique Cabrera Jr. | xvi | ||
| Wolf Merkel | xvi | ||
| Patrícia Duarte | xvii | ||
| MEASUREMENT UNITS AND SYMBOLS | xviii | ||
| ABBREVIATIONS | xviii | ||
| OTHER CONVENTIONS | xviii | ||
| PART I – THE MANUAL | 1 | ||
| 1. INTRODUCTION\r | 3 | ||
| 1.1 The water industry context | 3 | ||
| 1.2 Current challenges of the water industry | 4 | ||
| 1.3 The need for performance assessment of the water supply services | 4 | ||
| 1.4 The potential users of performance assessment of the water supply services | 4 | ||
| 1.5 Objectives of the manual | 7 | ||
| 1.6 About this manual | 7 | ||
| 2. SYSTEMS OF PERFORMANCE INDICATORS\r | 9 | ||
| 2.1 Performance indicators system | 9 | ||
| 2.2 Requirements for the definition of a system of performance indicators | 11 | ||
| 2.3 Data reliability and accuracy | 13 | ||
| 3. THE IWA SYSTEM OF PERFORMANCE INDICATORS\r | 15 | ||
| 3.1 Objective | 15 | ||
| 3.2 Structure\r | 16 | ||
| Performance indicators | 16 | ||
| Variables | 17 | ||
| Context information and other system data | 18 | ||
| 3.3 Using the IWA system of performance indicators | 19 | ||
| 3.4 Performance indicators\r | 20 | ||
| Underlying assumptions | 20 | ||
| Water resources indicators | 21 | ||
| Personnel indicators | 22 | ||
| Physical indicators | 25 | ||
| Operational indicators | 28 | ||
| Quality of service indicators | 34 | ||
| Economic and financial indicators | 39 | ||
| 3.5 Variables | 45 | ||
| 3.6 Explanatory factors\r | 47 | ||
| Types of explanatory factors | 47 | ||
| Context information | 48 | ||
| Performance indicators and variables as explanatory factors | 50 | ||
| Other explanatory factors | 51 | ||
| 4. IMPLEMENTATION OF A PI SYSTEM\r | 55 | ||
| 4.1 Introduction | 55 | ||
| 4.2 Using IWA indicators in a performance measurement system | 56 | ||
| 4.3 Definition of the objectives | 56 | ||
| 4.4 Definition of strategies | 57 | ||
| 4.5 Establishment of the Critical Success Factors | 58 | ||
| 4.6 Establishment of a Performance Indicators System | 58 | ||
| Definition of the strategic performance assessment policy | 60 | ||
| Selection of the PI to be assessed | 62 | ||
| 4.7 Assessment of the performance indicators | 69 | ||
| 4.8 Continuous improvement | 70 | ||
| 5. EXAMPLES OF APPLICATION\r | 71 | ||
| 5.1 Introduction | 71 | ||
| 5.2 The use of the IWA PI system to support the rehabilitation of water networks | 71 | ||
| Background, objectives and scope of application | 71 | ||
| Selection / definition of PI system elements | 72 | ||
| The rehab PI tool | 75 | ||
| Pilot testing | 77 | ||
| Concluding remarks | 79 | ||
| 5.3 The Portuguese experience on the regulation of the water and waste sectors | 80 | ||
| Introduction | 80 | ||
| Type of services to be regulated | 80 | ||
| The need for regulation at the sector | 81 | ||
| The purpose of regulation by IRAR | 81 | ||
| The scope of IRAR’s action | 82 | ||
| The regulation model used by IRAR | 82 | ||
| Service assessment, benchmarking and public information | 85 | ||
| Results from the first year of implementation | 88 | ||
| Concluding remarks | 90 | ||
| 5.4 Benchmarking case study based on IWA performance indicators: “Efficiency and quality analysis of water supply in Bavaria (Germany)” (Authors: Wolf Merkel and Wolfram Hirner)\r | 91 | ||
| Background | 91 | ||
| Objectives within EffWB | 91 | ||
| Participant structure and context information | 92 | ||
| Establishment of the PI system | 93 | ||
| Qualitative and quantitative results | 95 | ||
| Concluding remarks | 98 | ||
| 5.5 The use of indicators for the efficient management of water resources in Comunidad de Madrid SPAIN (Author: Francisco Cubillo)\r | 98 | ||
| Introduction | 98 | ||
| The main components of efficiency analysis | 99 | ||
| Geographical scope | 103 | ||
| Time frame | 103 | ||
| Strategic approach for efficiency | 105 | ||
| Initiatives for the control and optimisation of the use of the resources | 115 | ||
| Concluding remarks | 119 | ||
| 6. REFERENCES AND SELECTED BIBLIOGRAPHY | 120 | ||
| PART II – SPECIFICATION OF THE IWA PI SYSTEM | 123 | ||
| 1. DEFINITIONS\r | 125 | ||
| 1.1 Water balance definitions | 125 | ||
| Definition of water supply system inputs and outputs | 125 | ||
| Water balance components | 127 | ||
| 1.2 Organisation functions | 130 | ||
| 1.3 Financial definitions | 135 | ||
| 1.4 Complementary definitions | 140 | ||
| 2. PERFORMANCE INDICATORS\r | 145 | ||
| 2.1 Introduction | 145 | ||
| 2.2 Quick reference listing of the IWA PI\r | 145 | ||
| 2.3 Water resources indicators | 151 | ||
| 2.4 Personnel indicators\r | 153 | ||
| Total personnel | 153 | ||
| Personnel per main function | 153 | ||
| Technical services personnel per activity | 155 | ||
| Personnel qualification | 156 | ||
| Personnel training | 157 | ||
| Personnel health and safety | 158 | ||
| Overtime work | 159 | ||
| 2.5 Physical indicators\r | 159 | ||
| Treatment | 159 | ||
| Storage | 160 | ||
| Pumping | 160 | ||
| Transmission and distribution | 161 | ||
| Meters | 162 | ||
| Automation and control | 163 | ||
| 2.6 Operational indicators\r | 163 | ||
| Inspection and maintenance of physical assets | 163 | ||
| Instrumentation calibration | 165 | ||
| Electrical and signal transmission equipment inspection | 167 | ||
| Mains, valves and service connection rehabilitation | 168 | ||
| Pumps rehabilitation | 170 | ||
| Water losses | 170 | ||
| Failures | 173 | ||
| Water metering | 176 | ||
| Water quality monitoring | 177 | ||
| 2.7 Quality of service indicators\r | 179 | ||
| Coverage | 179 | ||
| Public taps and standpipes | 181 | ||
| Pressure and continuity of supply | 182 | ||
| Quality of supplied water | 185 | ||
| Service connection and meter installation and repair | 186 | ||
| Customer complaints | 187 | ||
| 2.8 Economic and financial indicators Revenues | 189 | ||
| Costs | 190 | ||
| Composition of running costs per type of costs | 191 | ||
| Composition of running costs per main function of the water undertaking | 192 | ||
| Composition of running costs per technical function activity | 193 | ||
| Composition of capital costs | 195 | ||
| Investments | 195 | ||
| Average water charges | 196 | ||
| Efficiency indicators | 197 | ||
| Leverage indicators | 199 | ||
| Liquidity indicator | 199 | ||
| Profitability indicators | 199 | ||
| Water losses indicators | 200 | ||
| 3. VARIABLES | 203 | ||
| 3.1 Section A – Water volume data | 204 | ||
| 3.2 Section B – Personnel data | 211 | ||
| 3.3 Section C – Physical assets data\r | 219 | ||
| Water storage | 219 | ||
| Treatment plants | 220 | ||
| Pumping stations | 220 | ||
| Transmission and distribuition network | 221 | ||
| Metering and control equipment | 222 | ||
| Service connections | 224 | ||
| 3.4 Section D – Operational data\r | 225 | ||
| Energy consumption | 225 | ||
| Inspection and maintenance | 226 | ||
| Preventive maintenance | 230 | ||
| Network pressure and service continuity | 233 | ||
| Metering | 234 | ||
| Water quality monitoring | 236 | ||
| 3.5 Section E – Demography and customer data | 240 | ||
| 3.6 Section F – Quality of service data\r | 242 | ||
| Service | 242 | ||
| Customer complaints | 246 | ||
| 3.7 Section G – Economic and Financial data | 248 | ||
| 3.8 Section H – Time data | 263 | ||
| 3.9 Variables alphabetical lists\r | 264 | ||
| Water volume data, page II-204 | 264 | ||
| Personnel data, page II-211 | 264 | ||
| Physical assets data, page II-219 | 265 | ||
| Operational data, page II-225 | 265 | ||
| Demography (and customer) data, page II-240 | 267 | ||
| Quality of service data, page II-242 | 267 | ||
| Economic and financial data, page II-248 | 268 | ||
| Time data, page II-263 | 269 | ||
| 4. CONTEXT INFORMATION\r | 271 | ||
| 4.1 Quick reference CI listing | 271 | ||
| 4.2 Undertaking profile | 274 | ||
| 4.3 Service information | 275 | ||
| 4.4 System assets\r | 276 | ||
| Water resources | 276 | ||
| Impounding reservoir storage | 277 | ||
| Treatment plants | 277 | ||
| Transmission and distribution storage tanks / Service reservoirs | 278 | ||
| Pumping stations | 278 | ||
| Transmission and distribution network | 278 | ||
| Service connections | 281 | ||
| Private pumping systems and tanks | 282 | ||
| 4.5 Consumption and peak factors\r | 282 | ||
| Average system input | 282 | ||
| Consumption per type of customer | 282 | ||
| Peak factors of supplied and exported water | 283 | ||
| 4.6 Demography and economics | 284 | ||
| 4.7 Environment | 285 | ||
| Annual rainfall | 285 | ||
| Air temperature | 285 | ||
| Topography | 285 | ||
| Raw water quality Source types | 286 | ||
| 5. UNCERTAINTIES AND UNCERTAINTY PROPAGATION\r | 287 | ||
| Accuracy, reliability and uncertainty | 287 | ||
| Law of propagation of uncertainty | 288 |