The quality of service: An overall performance assessment for water utilities

F.S. Pinto, A.S. Costa, J.R. Figueira and Rc Marques ()

Omega, 2017, vol. 69, issue C, 115-125

Abstract: Over the last decades, the delivery of water supply services has changed among regions and actors, in order to meet the changing needs. Those services can be balanced based on the relation between the obligations they must fulfill, the quality offered, and the associated price/value for money. Furthermore, due to the water services inherent characteristics, they are prone to poor quality of service (in general terms). Thus, global performance assessments are of paramount relevance under those constraints. In Portugal, the water regulator has developed a system of performance indicators (partial measures of performance) and, therefore, it is not possible to achieve the desired holistic performance evaluation (global measure). To enable such assessment, we propose an application based on the ELECTRE TRI-nC method to define quality of service categories and aggregate performance indicators. To obtain a coherent family of criteria (i.e., exhaustive, cohesive, and non-redundant) we apply an iso-preference logic. The results obtained are presented through a geographical information system allowing for a clearer visualization of the overall performance of water utilities. The method proposed can be considered a suitable decision support system and useful regulatory tool able to provide policy relevant outputs.

Keywords: Multicriteria; Decision support systems; Policy analysis; Quality of service; Water supply services; ELECTRE TRI-nC (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (24)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0305048316304911
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:jomega:v:69:y:2017:i:c:p:115-125

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/supportfaq.cws_home/regional
https://shop.elsevie ... _01_ooc_1&version=01

DOI: 10.1016/j.omega.2016.08.006

Access Statistics for this article

Omega is currently edited by B. Lev

More articles in Omega from Elsevier
Bibliographic data for series maintained by Catherine Liu ().