Overview

Aggregate benchmarking data provides one framework for an individual utility to track its goals and improvement. Use of benchmarking data, or initiating the process of performance measurement, can be key to performance improvement. Efficient and effective improvements are necessary for utilities to meet customer expectations, manage rates, and meet more stringent regulations. AWWA's 2017 Utility Benchmarking publication allows utility managers to use data and analyses to determine how their utility’s performance compares to the water or wastewater industry. The report includes performance indicators for five areas of operations: Organizational Development, Customer Relations, Business Operations, Water Operations, and Wastewater Operations. Metrics you can use Water and wastewater utility managers need useful metrics to gauge how their organization is currently performing, and to set reasonable targets for future performance. The benchmarking data and analyses in this report are chosen for their usefulness in helping utilities track and improve both operational efficiency and managerial effectiveness. Benchmarks for all operations Utility Managers can use the data and analyses in this report to determine how their utility’s performance compares to the water or wastewater industry in five area of operations: Organizational Development, Customer Relations, Business Operations, Water Operations, and Wastewater Operations. The report provides benchmarking data for 47 key performance indicators. Compare your utility Aggregate data are provided from 35 US states and six other countries. Participating utilities range in size from under 10,000 population served to over 500,000 population served, summarizing performance data for the fiscal year 2015. Where data are available, historical trends from previous AWWA utility benchmarking surveys are also provided.

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9781625762658

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We are proud to say that our use of AWWA's performance metrics has facilitated our conversation and engagement with our customers, involving them in setting priorities, service levels, and rates. --Mark Sanchez, Executive Director, Albuquerque and Bernalillo County Water Utility Authority An essential ingredient in advancing our performance. --Brian Wheeler, Executive Director, Toho Water Authority AWWA Benchmarking performance indicators are a ready-made set of metrics with detailed definitions and calculations that utilities can easily and appropriately apply to their business functions and processes--saving time and creating a standardized basis for their comparisons both internally and externally. --Stephanie Passarelli, Utility Benchmarking Program Manager, AWWA

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