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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.
The public water supply, urban wastewater and urban waste
management services are essential to the well-being of citizens,
public health and economic activities. These are generally provided
under natural or legal monopoly, so there is no incentive for
utilities to search for greater efficiency and effectiveness and as
such there is an increasing prevalence of such risks for users. For
these reasons, society can significantly benefit from the existence
of regulatory intervention capable of introducing greater balance
in the relationship between utilities and their users. The
Regulation of Water and Waste Services: An Integrated Approach
(Rita-Ersar) presents a practical integrated regulatory approach to
these water and waste services. This approach is called the
ARIT-ERSAR model and it is capable of contributing to the promotion
of access by citizens to these services that is tending towards the
universal. These services are provided with suitable quality by
utilities at socially acceptable prices and with an acceptable
level of risk. This approach consists of a regulation model with
two major areas of intervention: structural regulation of the
sector and regulation of the performance of the utilities. The
components of structural regulation are contributions to
organisation, legislation, information and sectoral capacity
building. The performance regulation of utilities consists of legal
and contractual regulation, economic regulation, quality of service
regulation, drinking water quality regulation and user interface
regulation. Author: Jaime Melo Baptista, Chairperson of the Water
and Waste Services Regulatory Authority, ERSAR, Portugal
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