Utility Benchmarking for Drinking Water : Synthesis Report : WERF Report INFR9SG09ubdw

Cover -- Copyright -- Acknowledgments -- Abstract and Benefits -- Table of Contents -- List of Tables -- List of Figures -- List of Acronyms and Abbreviations -- Executive Summary -- Chapter 1.0: Introduction -- 1.1 What is Benchmarking? -- 1.2 Why Benchmark? -- 1.3 Goal and Objectives -- 1.4 Benefits of Benchmarking -- 1.5 Limitations of Benchmarking -- 1.6 Synthesis Report Organization -- Chapter 2.0: Synthesis from Literature and Practice -- 2.1 Summary of Literature Review -- 2.2 Current Benchmarking Practices -- 2.2.1 SAM GAP - Developed by Water Environment Research Foundation -- 2.2.2 National Water and Wastewater Benchmarking Initiative, Canada - AECOM -- 2.2.3 EBC: European Benchmarking Co-Operation -- 2.2.4 The International Benchmarking Network for Water and Sanitation Utilities - World Bank Group -- 2.2.5 QualServe Benchmarking -- Chapter 3.0: Results, Recommendations, and Standard Data Structure -- 3.1 Water Resource Utilization -- 3.1.1 Results and Analysis -- 3.1.2 Limitations -- 3.2 Employee Information -- 3.2.1 Results and Analysis -- 3.2.2 Limitations -- 3.3 Physical Assets -- 3.3.1 Results and Analysis -- 3.3.2 Limitations -- 3.4 Service Quality -- 3.4.1 Results and Analysis -- 3.4.2 Limitations -- 3.5 Operational Performance -- 3.5.1 Results and Analysis -- 3.5.2 Limitations -- 3.6 Customer Inquiries -- 3.6.1 Results and Analysis -- 3.6.2 Limitations -- 3.7 Financial Performance -- 3.7.1 Results and Analysis -- 3.7.2 Limitations -- Chapter 4.0: Conclusions and Recommendations -- 4.1 Conclusion -- 4.2 Recommendations and Future Work -- Appendix A: Background Information -- Appendix B: State-of-the-Art Literature Review -- Appendix C: State-of-the-Art Practice Review -- Appendix D: Gap Analysis -- Appendix E: Water Infrastructure Database (WATERiD) and Benchmarking -- Appendix F: List of Indicators -- References.