Streamlining Performance Measurement and Progress: Application of a Benchmarking Tool for Effectively Managed Utilities

This paper describes the development of the EUM benchmarking framework and tool, along with a case study from Albuquerque Bernalillo County Water Utility Authority (Water Authority), in Albuquerque, New Mexico. The framework was developed with input from a comprehensive literature review, contributions from the utility participants, the Project Advisory Committee, representatives of six water industry associations and insights from the project team. The framework was then translated into a software tool which allows users to select one or more of the Ten Attributes, and drill down within each attribute to select relevant practice areas and subsequent performance measures to identify current and target performance levels.The project team solicited feedback from participating utilities in several topic areas. These included: 1) Value of the benchmarking process; 2) Composition of the utility benchmarking team and time spent on the process; and 3) Relevance of the benchmarking framework and tool and suggestions to improve them.This feedback was incorporated into revising the tool and associated documentation prior to their release on WRF’s website. The full research project report is scheduled for release by WRF in 2014. To illustrate the framework and use of the tool, this paper includes a case study by the Water Authority. The Water Authority was a participating utility in the project and an adopter of EUM principles. In this paper, it shares its experiences in using the tool and lessons learned. The Water Authority also provides recommendations to track progress in meeting performance measure targets.