Process Indicators

Information on how a Utility carries out its functions is provided through ‘process indicators’. IBNET provides for their use to describe planning, staff (human resources) management, oversight of the utility, sources of finance and customer relations.

P.1 What best describes the utility’s planning process? A. Setting budgets for next year
B. A multi-year plan that identifies targets and resources for change and improvement
C. Neither of the above (Describe….)
The management of your utility undertakes the following:
HR.1 Has a skills and training strategy for all staff? Yes / No
HR.2 Has an annual appraisal and target setting system for managers? Yes / No
HR.3 Has an annual appraisal and target setting system for all staff? Yes / No
HR.4 Has a reward and recognition programme for all staff? Yes / No
HR.5 Has the ability to recruit and dismiss staff (within an agreed plan)? Yes / No
R.1 Who has general oversight of the utility’s services and prices? A. Local, regional or national government department
B. Independent board of stakeholders
C. Independent service & price regulator
D. Other (Describe….)
What are the main sources of finance for investment?
F.1 Grants or Government transfers to the utility? Yes / No
F.2 Borrowing from International Financial Agencies (multi or bi laterals)? Yes / No
F.3 Government owned banks? Yes / No
F.4 Commercial banks or bond holders? Yes / No
C.1 Does the utility offer more than one level of service for household or shared water supplies?1 Yes / No / Not applicable
C.2 Does the utility offer more than one level of sanitation or sewerage service/ technology for households?2 Yes / No / Not applicable
C.3 Does the utility offer a flexible / amortized repayment option to spread the costs of connection to the water and/or sanitation network? Yes / No / Not applicable
C.4 See 19.2
How does the utility find out the views of its customers?
C.5.1 Letters, telephone calls etc from customers Yes / No
C.5.2 Inviting customers’ views through radio, TV or other publicity Yes / No
C.5.3 Questionnaire survey Yes / No
C.5.4 Other Yes / No (Describe…)


Context Information

Density of water connections #/km
Density of sewer connections #/km
*   Required Indicator


The context factors are distinct from process indicators in that they are, in the short to medium term, beyond the influence of the utility.

Information on the services provided is essential to interpreting the indicator values. The size of the Utility is also relevant, as large utilities can benefit from economies of scale.

The connection density indicates whether the area served by the utility is dense and urban, or more dispersed. In areas where many households are not yet connected, it helps to assess the likely costs and benefits of extending the network.

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