Terry Brueck, Melanie Rettie, and Penny Brink

OBJECTIVES:

The objectives for the original project were to (1) enhance the existing QualServe tools to better serve water utilities' performance improvement needs and to better reflect the continuously changing environment facing the water/wastewater sector, and (2) create a standard framework with a variety of options, enabling more water utilities to participate in only those areas where they have needs or interest. As the project progressed, the need to include performance indicators was recognized. Subsequently, the project objectives were extended to include creation of a performance measurement framework to align and integrate performance measures with other QualServe program components, and development of new measures for selected high priority areas of utility need and interest to further test the use of the measurement framework.

BACKGROUND:

The QualServe suite of tools developed for use by water utilities in 1996 included self-assessment, peer review, and benchmarking. These tools had not undergone any major evaluation since the program's inception. The QualServe tools and the best practices at the core of these tools were evaluated against current standards of practice. The administration and mechanical delivery of the tools were also evaluated.

HIGHLIGHTS:

The water/wastewater sector is continually evolving to respond to changing regulatory requirements, business demands, shifting demographics, and emerging concerns. Water utilities have also been challenged by privatization and globalization, resulting in a greater emphasis on improving business practices. Recent trends and events have changed standards against which the water/wastewater sector must measure its progress. The QualServe program now allows changes to be integrated into existing self-assessment, peer review, and benchmarking improvement tools so that they are of greater value to utilities.

APPROACH:

1. Completion of improvements and enhancements to the existing QualServe self-assessment tool, including statements of best practice and business process categories. The updates reflected the current trends in technology, regulatory issues, and management, as well as current leading practices.

2. Design of the enhancements to the delivery of the self-assessment survey, including automation of report generation capability.

3. Update of the QualServe performance indicators to add measures for current and emerging issues including those addressed by the primer, “Effective Utility Management: A Primer for Water and Wastewater Utilities” (AMWA et al. 2008).

RESULTS/FINDINGS:

Self-Assessment

Research revealed four business process areas that were not included in the original self-assessment survey: Security, Knowledge Management, Asset Management, and Energy Management. These were added to the QualServe business processes and statements were created in these three areas to be included in the self-assessment survey. The entire self-assessment survey underwent several reviews to ensure that each statement (1) assessed additional business processes (changed/added to business area circles); (2) addressed previously identified issues of clarity and current best practices; (3) ensured that scoring by utility participants was fact-based (not opinions); (4) covered business practice effectiveness, quality, and efficiency; and (5) addressed the “10 Attributes of Effectively Managed Utilities” (“Effective Utility Management: A Primer for Water and Wastewater Utilities,” AMWA, 2008).

Performance Indicators

Performance indicators were also updated and expanded based on development of a performance measurement framework and additional performance indicators to address utility high-priority areas. A pilot framework was developed to define immediate priority performance measurements. The framework, which focuses on new priority measures, was pilot tested by utilities participating in the project.

IMPACT:

Self-Assessment

The QualServe program now has a more automated process by administering the self-assessment survey to utilities via email rather than hard copies with data entry. A report generator was created that uses the overall utility results to automatically create a comprehensive report for the utility. The report is broken out by overall results, results by years of service, results by supervisor or non-supervisory staff, and by group (work unit defined by the utility).

Performance Indicators

The QualServe performance indicators encompass the entire Plan-Do-Check-Act cycle and can be related to each of the other components of the QualServe program. Research was expanded to review and test additional performance indicators to provide more balance. The result of this continued research is a final measurement framework showing relationships to current and newly developed performance indicators as previously defined. The benefits to utilities are two-fold: a measurement framework that utilities can use to show how performance indicators demonstrate improvements in utility processes and/or practices and 14 new measures that utilities can use for selected high priority areas to track their performance.

RESEARCH PARTNER:

American Water Works Association

PARTICIPANTS:

Eight utilities from throughout the United States participated in this project.