Improving Organizational Efficiency through Quality & Cost–Effective Support Services

To improve operational performance and service delivery efficiency, many water and wastewater utilities have been conducting benchmarking analysis and cost reviews on the operations of their treatment works and other assets. Operational performance measures have been developed and improvement initiatives identified and implemented for operation and maintenance (O&M) functions and specific tasks. As a result, the operational performance of many plants has been improved and substantial direct O&M cost savings have been achieved over the past several years. While most of the attention has been focused on the direct cost of O&M services, some utilities have started to take a closer look at the other expenses of operating and maintaining their infrastructure; e.g., the costs associated with support functions such as accounting, procurement, human resources, general services, and management.