Utility Benchmarking : Public Reporting of Service Performance

Utility Benchmarking : Public Reporting of Service Performance

In some countries regulators routinely publish indicators of utility service performance through the local media. Exposing the "worst in class" has proven to be a powerful way of pressuring utilities to provide better services to consumer...

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Bibliographic Details
Main Authors:	Kingdom, Bill, Jagannathan, Vijay
Format:	Viewpoint
Language:	English
Published:	World Bank, Washington, DC 2012
Subjects:	CITIZEN GROUPS CIVIL SOCIETY ECONOMIC VALUE EFFECTIVE USE EFFLUENT DISCHARGE STANDARDS EFFLUENTS ENVIRONMENTAL IMPACT ENVIRONMENTAL PERFORMANCE FINANCING INVESTMENT POLLUTION POLLUTION ABATEMENT PRIVATE SECTOR PUMPING REGULATORY AGENCY SANITATION UTILITIES SECTORAL PERFORMANCE SERVICE PROVIDER SERVICE PROVIDERS SERVICE QUALITY SEWAGE TREATMENT SEWERAGE COMPANIES SEWERAGE SERVICE TOWN UTILITIES WATER QUALITY WATER SECTOR WATER SUPPLY WATER UTILITIES WATER UTILITY BENCHMARK PERFORMANCE INDICATORS QUALITY OF SERVICE DISCLOSURE OF INFORMATION CONFLICT OF INTERESTS INTEREST GROUPS PUBLIC INFORMATION
Online Access:	http://documents.worldbank.org/curated/en/2001/03/1346423/utility-benchmarking-public-reporting-service-performance http://hdl.handle.net/10986/11388

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Summary:	In some countries regulators routinely publish indicators of utility service performance through the local media. Exposing the "worst in class" has proven to be a powerful way of pressuring utilities to provide better services to consumers. This Note reviews the requirements for effective benchmarking: choosing indicators that are unambiguous and verifiable, consistent with long-term incentives for good performance, and easy for the public to understand.