Kostensteuerung und Qualitätssicherung bei Betrieb und Instandhaltung in der Wasserversorgung Vorschlag für ein Kennzahlensystem

The quality and efficiency of the service provided to the customers by the water utilities is nowadays a fundamental issue. It is therefore essential to identify performance indicators appropiate to assess quality and efficiency of service from the technical, operational and economic point of view and as detailed as necessary. Performance indicators are figures describing the level of achievment in respect to objectives aimed by a water utility. Performance indicators therefore assess efficiency and effectivness of a water supply process. Under the umbrella of the IWSA Distribution Division and its Committee Operation and Maintenance the IWSA decided to promote guidelines and a proposal for a structure and listing of performance indicators. Structure and listing should meet the frame conditions of water supply systems of different level of development on an international basis. The potential of performance indicators is already acknowledged and widely used in many sectors of the industry but still not so much in the water supply sector.