Benchmarking has become a key tool in the water industry to promote and achieve performance targets for utilities. The use of this tool for performance improvement through systematic search and adaptation of leading practices, has expanded globally during the past decade. Many ongoing projects worldwide aim to address different needs and objectives, in varying contexts, with outstanding results and impact. Benchmarking Water Services provides valuable information to everyone interested in benchmarking in the water industry. The text is aimed at utilities considering joining a benchmarking project, experienced practitioners in charge of organizing a benchmarking exercise, consultants, regulators and researchers. The document is presented with a clear practice oriented approach and can be used as a how-to-benchmark guide presented from different perspectives (participants, organizers, supervising bodies). Readers will gain practical insight on real life benchmarking practices and will benefit from the experiences gained in some of the leading benchmarking projects of the water industry (including the IWA-WSAA benchmarking efforts, the European Benchmarking Co-operation and the several benchmarking projects carried out in Austria and Central Europe). The manual also presents the new IWA Benchmarking Framework, which aims to harmonize the terms used to describe benchmarking and performance indicators practices in the water industry, guaranteeing a more fluent and efficient communication. This Manual of Best Practice is edited by the IWA Specialist Group on Benchmarking and Performance Assessment, and co-published by AWWA and IWA Publishing. Praise for Benchmarking Water Services: "The continual trend of conceptual to specifics throughout the book provides for an educational experience each time the book is either casually perused or carefully studied." "The authors (Cabrera, Haskins and Fritiz) diligently pursue the focus of improvement." "Benchmarking Water Services is an in depth and practical 'must have' guide for any utility currently engaged in or planning to develop a benchmarking process" - Gregory M. Baird (2012) Benchmarking: An International Journal 19:2. More information about the book can be found on the Water Wiki in an article written by the author: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/TheNewIWABenchmarkingFramework A Spanish language version of this book is available as a free eBook: http://www.iwawaterwiki.org/xwiki/bin/view/Articles/eBookTitlesfromIWAPublishingFreetoDownload-Volume2#HBenchmarkingParaServiciosdeAgua

Water Engineering and Management - Learning from History explores the pair technology / water use (an indivisible pair, since the first member of the binomial determines the second) which, in the light of the knowledge available in the 21st century and with a conception focused on the near future, goes beyond the limits set by nature itself. The history of water reviewed in the context of this Seminar will help understand the importance water has had in every possible context and civilization in the past, an understanding that will undoubtedly lead to appreciate the true value of the most highly prized among natural resources. For the ultimate goal of the Seminar and the resulting book is "to learn from history," approaching the problem from a pragmatic point of view, far from the political and social interests which, unfortunately, are usually linked to water.

This work will be of particular interest to water managers, politicians, decision makers, and scientists and professionals working in the area of water sciences.

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.

Technical regulation of urban water services: The Portuguese regulatory model of water and wastewater services. An integrated approach; Experiences and conclusions from regulation in England and Wales; Experiences and conclusions from regulation in Australia; Experiences and conclusions from regulation in Denmark; Experiences and conclusions from regulation in Latin America; The German benchmarking experience. An alternative to regulation; The assessment of water services from the point of view of multilateral organizations. The experience of the Inter-American Development Bank (IDB); Regulation in Spain from the perspective of the urban water services; Reasons that justify the regulation of urban water services in Spain; Can a regulator contribute to solve the problems of the urban water cycle in Spain?; Regulatory models. Conclusions

The Inter-American Development Bank (IDB), in cooperation with the International Water Association (IWA), has developed a rating system that assesses the performance of water and sanitation service providers in a comprehensive way. AquaRating: An international standard for assessing water and wastewater services aims to provide an industry standard for utilities. The innovative rating system seeks the improvement of the service delivered by means of a rigorous and systematic assessment. AquaRating comprises more than 100 assessment elements organized in eight rating areas: Service Quality, Efficiency in the Planning and Execution of Investments, Operating Efficiency, Business Management Efficiency, Financial Sustainability, Access to Service, Corporate Governance, Environmental Sustainability. Each of the assessment elements and consecutively rating areas is assigned a rating (from 0 to 100), which in turn are aggregated into a single rating for the utility. Assessment elements consist of qualitative good practices and quantitative indicators. The total compliance with practices and achievement of the most demanding indicators levels means delivery of an excellent service and, therefore, awards a maximum rating of 100 points. AquaRating takes into account the quality of the information supporting the ratings results by correcting the rating for the reliability level of such information. The rating results are certifiable thanks to an independent audit of the supporting information. The expected benefits of the system are manifold: * Utilities - Identify areas of improvement, receive guidance and monitor progress over time. - Obtain an external and credible performance rating, which contributes to foster reputation, accountability and acceptance by key stakeholders, gain access to new markets and finance, and attract qualified staff. - Get access to a knowledge and assessment framework that fosters continuous learning. * Governments, regulators and development agencies - Use the system to stimulate utilities to maintain or improve their performance and to target technical assistance and finance according to the specific opportunities for improvement identified. * Consumers - Obtain better services in terms of access, quality, efficiency, sustainability and transparency.

These proceedings of the International Water Association conference held in Valencia, Spain in March 2008 reflect the performance indicators developed in the final stage of the COST C18 Action in the EU. Here over 30 papers cover performance indicators, metric and process benchmarking, asset management and regulation and a selection of case studies. Paper topics include cross-linked performance indicators for sustainability evaluations, performance assessment as a management tool for water facilities governance in developing countries, web-based applications, activity-based costing and benchmarking, proactive crisis management, technical performance indicators in urban areas, optimal utility incentives in local settings, and benchmarking the process of customer meter reading and meter replacement. Case studies come from projects developed in such locations as the Czech Republic, the Slovak Republic, Jakarta, South Africa, Austria, Portugal, and Greece. Each paper includes its own references.

Water meters are the cornerstone of commercial systems for water utilities throughout the world; revenue is directly derived from the, figures provided by meters. Despite this, little attention has been paid, in terms of selection, replacement period and return on investment, to the management and optimization of water meters. Integrated Water Meter Management is a comprehensive reference for engineers and managers alike, providing: * in-depth technical information allowing the true nature and behaviour of meters to be understood; * a comprehensive review and comparison of relevant global water meter technologies - a useful tool to help decide which water meter is best for your utility; * discussion of key decisions concerning the use of water meters (when to replace them, which one to use, how to control their quality) from a managerial perspective. Integrated Water Meter Management is an invaluable resource for those involved in urban water management, including water utility managers, engineering technical staff, operations and maintenance specialists, meter-reading personnel and scientific researchers in this discipline.

During the past decade many countries in the world have experienced droughts, with severe impacts on water urban supply systems. Because droughts are natural phenomena, water utilities must design and implement drought management plans. This topic was selected for the International Course on Drought Management Planning in Water Supply Systems, which took place in Valencia, Spain, on 9-12 December 1997, and was hosted by the Universidad Internacional Men ndez y Pelayo (UIMP). The contributions in this book have been carefully selected and presented in four sections: Introduction Water Supply Systems Modernization Drought Management in an Urban Context Practical Cases (Israel, USA, Italy, Spain) To achieve a well-balanced approach, authors were invited from academia as well as from consultancies and water utilities, and have wide experience in the subject. The book is mainly aimed at water supply engineers, working in utilities and consultancies.

This book contains the lectures given in the International Course "Improving efficiency and reliability in water supply systems," hosted and sponsored by the Menendez Pelayo International University (U.I.M.P.) and co-sponsored by Aguas de Valencia, the British Council and the EC Cornett and Erasmus programmes. The short course took place in Valencia (Spain) in November 1994, with an attendance of more than one hundred delegates. We must not only acknowedge and thank Dr. Joaquin Azagra, as UIMP Director, but also his collaborators D. Luis Moreno and Lidia Lopez for their support in the preparation of the Course and during the course taking place. UIMP sponsorship allowed us to assemble in Valencia an eminent cadre of lecturers coming from all over the world, that covered in an ordered and precise fashion some of the more relevant aspects on efficiency and reliability in water supply systems. We are very thankful to all these leading lecturers for their invaluable cooperation. The publication of this book and the Spanish edition as well, have been made possible thanks to the sponsorship of both Polytechnic University of Valencia througout its Chancellor, Justo Nieto, and Aguas de Valencia throughout its General Director Alvaro Aguirre. We must also thank Kluwer Academic Publishers and especially their Publisher Petra van Steenbergen for her assistance, careful presentation and production of the book.

During the past decade many countries in the world have experienced droughts, with severe impacts on water urban supply systems. Because droughts are natural phenomena, water utilities must design and implement drought management plans. This topic was selected for the International Course on Drought Management Planning in Water Supply Systems, which took place in Valencia, Spain, on 9-12 December 1997, and was hosted by the Universidad Internacional Men ndez y Pelayo (UIMP). The contributions in this book have been carefully selected and presented in four sections: Introduction Water Supply Systems Modernization Drought Management in an Urban Context Practical Cases (Israel, USA, Italy, Spain) To achieve a well-balanced approach, authors were invited from academia as well as from consultancies and water utilities, and have wide experience in the subject. The book is mainly aimed at water supply engineers, working in utilities and consultancies.

This book contains the lectures given in the International Course "Improving efficiency and reliability in water supply systems," hosted and sponsored by the Menendez Pelayo International University (U.I.M.P.) and co-sponsored by Aguas de Valencia, the British Council and the EC Cornett and Erasmus programmes. The short course took place in Valencia (Spain) in November 1994, with an attendance of more than one hundred delegates. We must not only acknowedge and thank Dr. Joaquin Azagra, as UIMP Director, but also his collaborators D. Luis Moreno and Lidia Lopez for their support in the preparation of the Course and during the course taking place. UIMP sponsorship allowed us to assemble in Valencia an eminent cadre of lecturers coming from all over the world, that covered in an ordered and precise fashion some of the more relevant aspects on efficiency and reliability in water supply systems. We are very thankful to all these leading lecturers for their invaluable cooperation. The publication of this book and the Spanish edition as well, have been made possible thanks to the sponsorship of both Polytechnic University of Valencia througout its Chancellor, Justo Nieto, and Aguas de Valencia throughout its General Director Alvaro Aguirre. We must also thank Kluwer Academic Publishers and especially their Publisher Petra van Steenbergen for her assistance, careful presentation and production of the book.

The Inter-American Development Bank (IDB), in cooperation with the International Water Association (IWA), has developed a rating system that assesses the performance of water and sanitation service providers in a comprehensive way. AquaRating: Un estandar internacional para evaluar los servicios de agua y saneamiento aims to provide an industry standard for utilities. The innovative rating system seeks the improvement of the service delivered by means of a rigorous and systematic assessment. AquaRating comprises more than 100 assessment elements organized in eight rating areas: Service Quality, Efficiency in the Planning and Execution of Investments, Operating Efficiency, Business Management Efficiency, Financial Sustainability, Access to Service, Corporate Governance, Environmental Sustainability. Each of the assessment elements and consecutively rating areas is assigned a rating (from 0 to 100), which in turn are aggregated into a single rating for the utility. Assessment elements consist of qualitative good practices and quantitative indicators. The total compliance with practices and achievement of the most demanding indicators levels means delivery of an excellent service and, therefore, awards a maximum rating of 100 points. AquaRating takes into account the quality of the information supporting the ratings results by correcting the rating for the reliability level of such information. The rating results are certifiable thanks to an independent audit of the supporting information. The expected benefits of the system are manifold: * Utilities - Identify areas of improvement, receive guidance and monitor progress over time. - Obtain an external and credible performance rating, which contributes to foster reputation, accountability and acceptance by key stakeholders, gain access to new markets and finance, and attract qualified staff. - Get access to a knowledge and assessment framework that fosters continuous learning. * Governments, regulators and development agencies - Use the system to stimulate utilities to maintain or improve their performance and to target technical assistance and finance according to the specific opportunities for improvement identified. * Consumers - Obtain better services in terms of access, quality, efficiency, sustainability and transparency.

Cuentos para Clara, Son tres cuentos, pensados para contar a mi hija Clara, hace ya bastantes anos. Podria llamarles "cuentos humedos*, no tanto por la edad de los ninos a los que van dirigidos, sino porque tratan de charcos, nubes, lluvias y nieblas. El primero de los tres cuentos, el mas largo, tiene como protagonista a una familia de magos, que intentaran mantener la sorpresa y curiosidad en los ninos. El segundo y el tercero, tratan de las relaciones de Clara con las nubes en distintas oportunidades.