ISBN: 1 84057 808 4
Published Date: 10/02/2016
This report outlines a methodology for benchmarking performance in the UK water sector. The methodology addresses legitimate concerns over the application of benchmarking in the current regulatory climate, but also enables the benefits of benchmarking to be realised. In addition, the report sets out a set of 50 key performance indicators (KPIs) (broken into 23 ‘main’ customer focused KPIs and 27 ‘secondary’ more technical KPIs) which could be used to benchmark performance. If applied, the methodology and the KPIs could create a more open and transparent sector, leading to improved regulation of companies, drive performance improvements and ultimately, better service to customers.