Publication: Utility Benchmarking : Public Reporting of Service Performance
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2001-03
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2012-08-13
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In some countries regulators routinely publish indicators of utility service performance through the local media. Exposing the "worst in class" has proven to be a powerful way of pressuring utilities to provide better services to consumers. This Note reviews the requirements for effective benchmarking: choosing indicators that are unambiguous and verifiable, consistent with long-term incentives for good performance, and easy for the public to understand.
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“Kingdom, Bill; Jagannathan, Vijay. 2001. Utility Benchmarking : Public Reporting of Service Performance. Viewpoint. © World Bank. http://hdl.handle.net/10986/11388 License: CC BY 3.0 IGO.”
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