Performance Indicators for Water Supply Services.

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 -- Performance indicators -- Variables -- 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 -- Context and background -- Performance assessment process -- 8.4 Case 3: AQUARATING: An international standard for assessing water and wastewater services -- Performance assessment process -- Summary of the performance assessment system -- Results and learnings -- 8.5 Germany -- Context and background -- Performance assessment process -- Summary of the performance assessment system -- Results and learnings -- Case 4 references -- 8.6 Case 5: TRUST/AWARE-P: from incipient to leading-edge IAM planning implementations -- Context and background -- Performance assessment process -- The AWARE-P open-source software -- Results and learnings -- 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 -- Failures -- Network pressure and service continuity -- Metering -- Water quality monitoring -- 3.5 Section E - Demography and customer data -- 3.6 Section F - Quality of service data -- Service -- Customer complaints -- 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 -- Treatment plants -- Transmission and distribution storage tanks/Service reservoirs -- Pumping stations -- Transmission and distribution network -- Service connections -- 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.

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Electronic reproduction. Ann Arbor, Michigan : ProQuest Ebook Central, 2024. Available via World Wide Web. Access may be limited to ProQuest Ebook Central affiliated libraries.