Abstract

Water utilities in Egypt are facing difficulties in managing the numerous indicators generated from the different departments. The increasing number of indicators and factors cause distraction and difficulties to interpreting the causes of problems, time wasting in analyzing redundant and unnecessary information, and delays in taking effective decisions. The BSC (Balanced Score Cards) technique has been utilized by many international utilities as the most influential multidimensional performance management system worldwide. This paper developed a new BSC model in cooperation with experts and managers to help decision makers managing water utilities' performance efficiently. The proposed model is based on the Egyptian Water and Wastewater Regulatory Agency performance indicators. In addition, new indicators have been developed to integrate all indicators that might affect overall utility performance. The proposed model will provide the utilities' managers with a fast but comprehensive view of the utility's performance. It also can be used by the regulatory agency as an evaluation and ranking tool for different water providers on the national level.

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