Performance Monitoring and Comparative Evaluation (Benchmarking)-Experience from Kosovo

1. Performance Monitoring and Comparative Evaluation (Benchmarking)-Experience from Kosovo Vehbi DurakuWater and Wastewater Regulatory Officevehbi.duraku@wwro-ks.org

2. Performance Monitoring Process Performance Monitoring Program Regular activity within the Water Regulatory Development of Annual Monitoring Plan Reporting of data, Verification of data, Processing of indicators and their analysis, Publication of annual performance report, Activities on improvement of SP Reward of prices for the best performance, Workshops, meetings with SP Management,

3. Performance Monitoring Focus Focused on results – especially on the customer’s the impacts, and made measurement: • Relative Performance to the 'promises' of the business plan, (Performance comparison against proposals / tariff targets), • Performance against ideal expectation performance • The relative performance compared between RWC and against the performance of the past year, • Financial indicators adjusted with inflation, • Sector performance, (Information's for Law-makers and donators etc.).

4. Performance Monitoring - Harmonization Regulatory Accounts Performance Monitoring Business Plans Standards Tariff Model

5. Data requests (informations) • General data (population in the service area, etc.). • Water supply (current and planned). • Wastewater services (current and planned) • Financial (actual and planned, adjusted for inflation) From the data presented above, it is possible to generate all indicators for the purposes of Annual Performance Report

6. Performance measurement categories Water supply • Technical indicators, e.g Standards and service levels, • Customer service indicators, e.g Service coverage, customers' complaints, etc. • Financial indicators, e.g Cost efficiency, unit costs, etc. Wastewaters • Technical indicators and service standards, • Customer service indicators (commercial), • Financial indicators, Financial / Commercial • Sales and revenue collection, • Profitability, etc.

7. Performance Evaluation Methodology

8. Combined overall performance and ranking of SP Measured against the ideal performance, that’s why100% is SP perfect X1 X2 X3 X4 X5 X6 X7

9. Performances Annual Report • Concise, easily readable and understandable by everyone (customers), • In the presentation of data and diagrams easily understandable and not excessive, • Compiled in that manner that reflects professionalism, • Discuss on the reasons and effects of performance results, • Focuses on performance results which are relevant to the readers, • Independent and transparent on presentation of the findings.

10. Thanks for your attention