Selecting performance indicators for small and medium sized water utilities: Multi-criteria analysis using ELECTRE method

Small and medium sized water utilities (SMWU) are facing serious operational problems, and show less participation in benchmarking. Existing performance indicator (PI) systems developed for large water utilities need to be re-evaluated for SMWU. 114 Potential PIs were obtained in water resources and environment, personnel, operational, physical, water quality, quality of service and financial categories using a checklist. These PIs were evaluated against applicability, understandability, measurability and comparability criteria using the Elimination and Choice Translating Reality (ELECTRE) outranking method for multicriteria decision analysis. The criteria's weights and scoring of PIs were done through group decision making. The study results revealed that ELECTRE is a suitable method when the preferences between various alternatives based on small differences of evaluations cannot be established. The network maps based on outranking results provides an opportunity to the utility management to encompass the most suitable PIs based on data availability and specific needs of their utility.