Multilevel performance management framework for small to medium sized water utilities in Canada

Abstract

In Canada, small to medium sized water utilities (SMWU) do not often participate in National Water and Wastewater Benchmarking Initiative due to lesser economies of scale, lack of resources, and data limitations. Consequently, such SMWU are managing their functional components (i.e., environmental, personnel, operational, physical assets, customer satisfaction, public health, and financial) without quantitatively assessing and knowing if they are meeting their performance objectives. A multilevel performance management framework, consisting of five modules has been developed and implemented for SMWU in BC, Canada. The framework provides an approach to identify and select the suitable performance indicators for SMWU, and to use them for inter-utility performance benchmarking under limited data. The subsequent modules can be used for detailed performance management at utility, system, and sub-component levels. The utility managers can effectively employ this framework to identify the underperforming functional components and can rationally take corrective actions, and address customer satisfaction with efficient inventory management and data analyses.