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
(2016)
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 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.
Table of Contents
| Section Title | Page | Action | Price |
|---|---|---|---|
| Cover | Cover | ||
| TABLE OF CONTENTS | v | ||
| LIST OF FIGURES | xi | ||
| LIST OF TABLES | xii | ||
| FOREWORD TO THE THIRD EDITION | xvii | ||
| ACKNOWLEDGEMENTS | xix | ||
| THE AUTHORS | xxiii | ||
| Helena Alegre | xxiii | ||
| Jaime Melo Baptista | xxiii | ||
| Enrique Cabrera Jr. | xxiv | ||
| Francisco Cubillo | xxv | ||
| Patrícia Duarte | xxvi | ||
| Wolfram Hirner | xxvi | ||
| Wolf Merkel | xxvii | ||
| Renato Parena | xxviii | ||
| MEASUREMENT UNITS AND SYMBOLS | xxix | ||
| ABBREVIATIONS | xxix | ||
| OTHER CONVENTIONS | xxix | ||
| PART I – FUNDAMENTALS OF PERFORMANCE ASSESSMENT | 1 | ||
| 1. INTRODUCTION | 3 | ||
| 1.1 Balance of over 15 years of the IWA PI systems | 3 | ||
| 1.2 The water industry context, drivers and challenges | 4 | ||
| 1.3 The IWA approach to water services management | 6 | ||
| 1.4 The increasing importance of performance assessment systems | 7 | ||
| 1.5 Users of performance assessment systems for water supply services | 8 | ||
| 1.6 Objectives of iwa manuals of best practice series | 11 | ||
| 1.7 About this manual | 12 | ||
| 2. SYSTEMS OF PERFORMANCE INDICATORS | 13 | ||
| 2.1 Performance indicators system | 13 | ||
| 2.2 Requirements for the definition of a system of performance indicators | 16 | ||
| Performance indicators | 16 | ||
| Variables | 17 | ||
| Context information and other data elements | 17 | ||
| 3. FROM PERFORMANCE ASSESSMENT TO IMPROVEMENT | 19 | ||
| 3.1 Performance indicators as the foundation of benchmarking | 19 | ||
| 3.2 What is benchmarking? | 20 | ||
| 3.3 Why should you benchmark? | 22 | ||
| Governments/regulators | 23 | ||
| Customers | 24 | ||
| Owners/shareholders | 24 | ||
| 3.4 The IWA Benchmarking Framework | 25 | ||
| 4. FROM PERFORMANCE ASSESSMENT TO INFRASTRUCTURE ASSET MANAGEMENT | 29 | ||
| 4.1 What is infrastructure asset management? | 29 | ||
| 4.2 Why should you implement an IAM approach? | 30 | ||
| 4.3 The IWA IAM framework | 30 | ||
| 5. THE IWA SYSTEM OF PERFORMANCE INDICATORS | 35 | ||
| 5.1 Objective | 35 | ||
| 5.2 Structure | 36 | ||
| Performance indicators | 36 | ||
| Variables | 37 | ||
| Context information and other system data | 38 | ||
| 5.3 Using the IWA system of performance indicators | 39 | ||
| 5.4 Performance indicators | 41 | ||
| Underlying assumptions | 41 | ||
| Water resources indicators | 42 | ||
| Personnel indicators | 43 | ||
| Physical indicators | 47 | ||
| Operational indicators | 49 | ||
| Quality of service indicators | 58 | ||
| Economic and financial indicators | 64 | ||
| 5.5 Variables | 72 | ||
| 5.6 Explanatory factors | 74 | ||
| Types of explanatory factors | 74 | ||
| Context information | 75 | ||
| Performance indicators and variables as explanatory factors | 77 | ||
| Other explanatory factors | 78 | ||
| 6. DATA QUALITY | 83 | ||
| 6.1 Introduction | 83 | ||
| 6.2 Complete data quality management: Accuracy and reliability | 85 | ||
| 6.3 A new focus on data quality | 87 | ||
| 7. IMPLEMENTATION OF A PI SYSTEM | 89 | ||
| 7.1 Introduction | 89 | ||
| 7.2 Using IWA indicators in a performance measurement system | 90 | ||
| 7.3 Definition of the objectives | 91 | ||
| 7.4 Definition of strategies | 92 | ||
| 7.5 Establishment of the critical success factors | 93 | ||
| 7.6 Establishment of a performance indicators system | 93 | ||
| Definition of the strategic performance assessment policy | 95 | ||
| Selection of the PI to be assessed | 97 | ||
| 7.7 Assessment of the performance indicators | 104 | ||
| 7.8 Continuous improvement | 105 | ||
| 8. EXAMPLES OF APPLICATION | 107 | ||
| 8.1 Introduction | 107 | ||
| 8.2 Case 1: Leverage effect of the regulatory quality of service assessment system in Portugal | 108 | ||
| Context and background | 108 | ||
| Assessment process | 109 | ||
| Summary of the performace assessment system | 112 | ||
| Results and learnings | 112 | ||
| 8.3 Case 2: Performance assessment system of urban water supply in China | 114 | ||
| Context and background | 114 | ||
| Performance assessment process | 115 | ||
| 8.4 Case 3: AQUARATING: An international standard for assessing water and wastewater services | 116 | ||
| Performance assessment process | 117 | ||
| Summary of the performance assessment system | 121 | ||
| Results and learnings | 121 | ||
| 8.5 Germany | 122 | ||
| Context and background | 123 | ||
| Performance assessment process | 124 | ||
| Summary of the performance assessment system | 125 | ||
| Results and learnings | 127 | ||
| Case 4 references | 129 | ||
| 8.6 Case 5: TRUST/AWARE-P: from incipient to leading-edge IAM planning implementations | 130 | ||
| Context and background | 130 | ||
| Performance assessment process | 132 | ||
| The AWARE-P open-source software | 133 | ||
| Results and learnings | 133 | ||
| Case 5 References | 136 | ||
| 9. REFERENCES AND SELECTED BIBLIOGRAPHY | 137 | ||
| PART II – SPECIFICATION OF THE IWA PI SYSTEM | 141 | ||
| 1. DEFINITIONS | 143 | ||
| 1.1 Water balance definitions | 143 | ||
| Definition of water supply system inputs and outputs | 143 | ||
| Water balance components | 145 | ||
| 1.2 Organisation functions | 149 | ||
| 1.3 Financial definitions (see also part i, point 5.4, economic and financial indicators) | 156 | ||
| Changes from IFRS | 163 | ||
| The big picture | 164 | ||
| Impact on Financial Ratios | 167 | ||
| 1.4 Complementary definitions | 183 | ||
| 2. PERFORMANCE INDICATORS | 189 | ||
| 2.1 Introduction | 189 | ||
| 2.2 Quick reference listing of the IWA PI | 189 | ||
| 2.3 Water resources indicators | 197 | ||
| 2.4 Personnel indicators | 199 | ||
| Total personnel | 199 | ||
| Technical services personnel per activity | 201 | ||
| Personnel qualification | 203 | ||
| Personnel training | 204 | ||
| Personnel health and safety | 205 | ||
| Overtime work | 206 | ||
| 2.5 Physical indicators | 207 | ||
| Treatment | 207 | ||
| Storage | 207 | ||
| Pumping | 208 | ||
| Transmission and distribution | 209 | ||
| Meters | 210 | ||
| Automation and control | 211 | ||
| 2.6 Operational indicators | 211 | ||
| Inspection and maintenance of physical assets | 211 | ||
| Instrumentation calibration | 213 | ||
| Electrical and signal transmission equipment inspection | 215 | ||
| Mains, valves and service connection rehabilitation | 216 | ||
| Pumps rehabilitation | 218 | ||
| Water losses | 219 | ||
| Failures | 223 | ||
| Water metering | 226 | ||
| Water quality monitoring | 227 | ||
| 2.7 Quality of service indicators | 229 | ||
| Coverage | 229 | ||
| Public taps and standpipes | 231 | ||
| Pressure and continuity of supply | 232 | ||
| Quality of supplied water | 236 | ||
| Service connection and meter installation and repair | 237 | ||
| Customer complaints | 238 | ||
| 2.8 Economic and financial indicators | 241 | ||
| Revenues | 241 | ||
| Costs | 242 | ||
| Composition of running costs per type of costs | 243 | ||
| Composition of running costs per main function of the water utility | 245 | ||
| Composition of running costs per technical function activity | 246 | ||
| Composition of capital costs | 248 | ||
| Investments | 249 | ||
| Average water charges | 250 | ||
| Efficiency indicators | 250 | ||
| Leverage indicators | 253 | ||
| Liquidity indicator | 254 | ||
| Profitability indicators | 254 | ||
| Water losses indicators | 255 | ||
| 3. VARIABLES | 257 | ||
| 3.1 Section A – Water volume data | 258 | ||
| 3.2 Section B – Personnel data | 267 | ||
| 3.3 Section C – Physical assets data | 278 | ||
| Water storage | 278 | ||
| Treatment plants | 279 | ||
| Pumping stations | 279 | ||
| Transmission and distribuition network | 281 | ||
| Metering and control equipment | 281 | ||
| Service connections | 285 | ||
| 3.4 Section D – Operational data | 286 | ||
| Energy consumption | 286 | ||
| Inspection and maintenance | 288 | ||
| Preventive maintenance | 292 | ||
| Failures | 294 | ||
| Network pressure and service continuity | 296 | ||
| Metering | 298 | ||
| Water quality monitoring | 300 | ||
| 3.5 Section E – Demography and customer data | 306 | ||
| 3.6 Section F – Quality of service data | 310 | ||
| Service | 310 | ||
| Customer complaints | 314 | ||
| 3.7 Section G – Economic and financial data | 316 | ||
| 3.8 Section H – Time data | 338 | ||
| 3.9 Variables alphabetical lists | 339 | ||
| Water volume data, page II-276 | 339 | ||
| Personnel data, page II-286 | 339 | ||
| Physical assets data, page II-297 | 340 | ||
| Operational data, page II-304 | 341 | ||
| Demography (and customer) data, page II-324 | 343 | ||
| Quality of service data, page II-328 | 343 | ||
| Economic and financial data, page II-334 | 344 | ||
| Time data, page II-356 | 346 | ||
| 4. CONTEXT INFORMATION | 347 | ||
| 4.1 Quick reference CI listing | 347 | ||
| 4.2 Utility profile | 351 | ||
| 4.3 Service information | 353 | ||
| 4.4 System assets | 354 | ||
| Water resources | 354 | ||
| Impounding reservoir storage | 355 | ||
| Treatment plants | 356 | ||
| Transmission and distribution storage tanks/Service reservoirs | 356 | ||
| Pumping stations | 357 | ||
| Transmission and distribution network | 357 | ||
| Service connections | 360 | ||
| Private pumping systems and tanks | 361 | ||
| 4.5 Consumption and peak factors | 361 | ||
| Average system input | 361 | ||
| Consumption per type of customer | 362 | ||
| Peak factors of supplied and exported water | 363 | ||
| 4.6 Demography and economics | 364 | ||
| 4.7 Environment | 365 | ||
| Annual rainfall | 365 | ||
| Air temperature | 365 | ||
| Topography | 366 | ||
| Raw water quality – Source types | 366 | ||
| 5. UNCERTAINTIES AND UNCERTAINTY PROPAGATION | 369 | ||
| Accuracy, reliability and uncertainty | 369 | ||
| Law of propagation of uncertainty | 370 |