Intra-utility performance management model (In-UPM) for the sustainability of small to medium sized water utilities: Conceptualization to development

Small to medium sized water utilities face serious challenges to meet broad sustainability objectives, because of technical, human and financial constraints and limited involvement in the inter-utility benchmarking. Most of these utilities are unable to address the performance gaps for various functional components, such as personnel, operational, financial, etc., of their water supply systems and rely on emergency response. Even if the information obtained from such benchmarking process is available, the outcome (indices) showing performance of these components, at the utility level, is useful for top level management. The operations management is more interested in the performance of subcomponents (under each functional component) of the water supply systems within the utility. An hierchical intra-utility performance management model is conceptualized and developed for effective decision making at both the levels. A hierarchical based top-down approach initiates from overall sustainability objectives at the top, followed by primary and secondary performance measures of the sub-components, and indicators (basic building blocks) receive inputs from data/decision variables at the bottom. The model assesses the performance of each component and sub-component as 'high', 'medium', or 'low'. Fuzzy based technique has been employed to deal with uncertainty issues due to data limitations and vagueness in expert knowledge. Sensitivity analysis helped to rank the indicators for their contribution in decision making. The model is implemented for a medium sized utility containing three sub-systems in the Okanagan Basin (BC, Canada). The results demonstrate the model's practicality to efficiently achieve sustainable performance in small to medium sized water utilities. (C) 2016 Elsevier Ltd. All rights reserved.