World Bank Group2015-02-262015-02-262015-01https://hdl.handle.net/10986/21509The World Bank's initiatives of social accountability and transparency over the past two decades are increasingly founded on the notion that transparency and social accountability of public institutions are essential for stimulating economic growth. Social accountability refers to the responsiveness of the state to the needs of its citizens, and encompasses a broad range of actions and mechanisms such as tracking of public expenditures, monitoring of public service delivery, and working with citizen advisory boards. Transparency entails access to and effective use of information by citizens, civil society organizations, non-governmental organizations (NGOs), local communities, and the private sector. To achieve this objective, the World Bank and Egypt Egyptian Electric Utility and Consumer Protection Regulatory Agency (ERA) - in consultation with Kantor management consultant - finds it necessary to establish systems and procedures for: (a) proactively disclosing information about the power sector's quality of service, operational, and financial performance, and development plans and policies; (b) seeking customer and public feedback; and (c) engaging customers in monitoring sector performance. Such a system, by helping to improve both the performance of the sector and the public acceptance of its policies and plans, ultimately can raise the sector s efficiency, quality, and sustainability. This study covers four interlocking areas (institutional analysis; performance benchmarking; customer interface-transparency and public information systems; and consumer surveys). After analyzing and identifying weaknesses in each area separately, corrections are then suggested that encompass the interlocking whole.en-USCC BY 3.0 IGOACCESS TO THE INTERNETACCOUNT MANAGEMENTACTION PLANSAPPROACHARTICLE OF ASSOCIATIONARTICLES OF ASSOCIATIONAVAILABILITYBENCHMARKINGBENCHMARKING PROCESSBOARD MEMBERSBOARDS OF DIRECTORSBUSINESSESBUYERCALL CENTERSCAPABILITIESCAPACITY BUILDINGCAPACITY OF ELECTRICITYCASH FLOWCEOCHARTERCHARTERSCOGENERATIONCOMMUNICATION STRATEGYCOMPANYCOMPETITIVE MARKETCOMPETITIVE MARKETSCONSUMER AWARENESSCONSUMER COMPLAINTSCONSUMER GROUPSCONSUMER PARTICIPATIONCONSUMER PROTECTIONCONSUMER RIGHTSCONSUMER SATISFACTIONCONSUMER SURVEYSCONTACT INFORMATIONCOOPERATION AGREEMENTCOPYRIGHTCURRENT LAWSCUSTOMER BASECUSTOMER RELATIONCUSTOMER RELATION MANAGEMENTCUSTOMER RELATIONSHIPCUSTOMER RELATIONSHIP MANAGEMENTCUSTOMER SATISFACTIONCUSTOMER SERVICECUSTOMER SERVICESDATA ANALYSISDELTADISCLOSURE OBLIGATIONSDISPUTE RESOLUTIONDISTRIBUTION COMPANIESDISTRIBUTION COMPANYDISTRIBUTION NETWORKSDISTRIBUTION OF ELECTRICITYDISTRIBUTION SYSTEMDISTRIBUTION SYSTEMSDOMAINDOMESTIC ENERGYE-MAILEFFICIENCY ISSUESELECTRIC POWERELECTRIC POWER GENERATIONELECTRIC POWER PRODUCTIONELECTRIC TRANSMISSIONELECTRIC UTILITIESELECTRIC UTILITYELECTRICAL ENERGYELECTRICITYELECTRICITY BILLSELECTRICITY COMPANIESELECTRICITY CONSUMERSELECTRICITY DISTRIBUTIONELECTRICITY GENERATIONELECTRICITY MARKETELECTRICITY REGULATORELECTRICITY SECTORELECTRICITY SUPPLIERSELECTRICITY SUPPLYELECTRICITY TRANSMISSIONELECTRICITY UTILITYELECTRIFICATIONEMAILSENERGY CONSERVATIONENERGY CONSUMPTIONENERGY EFFICIENCYENERGY MANAGEMENTENERGY SECTORENVIRONMENTAL PROTECTIONESERVICESEX POSTFAIR COMPETITIONFINANCIAL CONSTRAINTSFINANCIAL INFORMATIONFINANCIAL PERFORMANCEFINANCIAL STATEMENTFINANCIAL STATEMENTSFUELGASGENERAL PUBLICGENERATIONGENERATION CAPACITYGLOBAL KNOWLEDGEGOVERNANCE ARRANGEMENTSGOVERNMENT POLICYHARD COPYHOLDING COMPANYHOME PAGEHUMAN RESOURCEHUMAN RESOURCE DEVELOPMENTHUMAN RESOURCESIMAGEIMAGESINCORPORATIONINFORMATION DISSEMINATIONINFORMATION FLOWINFORMATION FLOWSINFORMATION PROVISIONINFORMATION SYSTEMINFORMATION SYSTEMSINFORMATION TECHNOLOGYINSTITUTIONAL CAPACITYINTERFACEINTERFACESINTERNAL PROCESSESINTERNATIONAL BEST PRACTICELEGAL ENTITYLEGAL OBLIGATIONSLEGAL STATUSLEGISLATIVE FRAMEWORKLICENSELICENSE AGREEMENTLICENSESLIMITEDMANAGEMENT SYSTEMSMARKETINGMEDIUM ENTERPRISESMEMBER STATEMONITORING REQUIREMENTSMONOPOLIESMONOPOLYMUNICIPALITIESNATURAL GASNETWORKSNON-GOVERNMENTAL ORGANIZATIONNON-GOVERNMENTAL ORGANIZATIONSOILPAYMENT METHODSPEAK DEMANDPEAK LOADPERFORMANCE INDICATORSPERFORMANCE MEASURESPERSONSPHOTOPOLICY FORMULATIONPOWERPOWER CONSUMPTIONPOWER GENERATORSPOWER PLANTPOWER PLANTSPOWER PRODUCERPOWER PURCHASINGPOWER SECTORPOWER SHORTAGESPRICE COMPARISONPRICE COMPARISONSPRIVATE COMPANIESPRIVATE INVESTMENTPRIVATE SECTORPRODUCTIVITYPUBLIC COMPANIESPURCHASING AGREEMENTSQUALITY MANAGEMENTQUALITY OF SERVICEQUERIESQUERYREGULATORSREGULATORY AGENCIESREGULATORY AGENCYREGULATORY REGIMESRENEWABLE ENERGIESRENEWABLE ENERGYRESIDENTIAL CONSUMERSRESIDENTIAL CUSTOMERSRESULTSSERVICE DELIVERYSERVICE PROVIDERSSERVICE TO CUSTOMERSSHAREHOLDERSHAREHOLDERSSOCIETIESSOCIETYSOFTWARE SYSTEMSTAKEHOLDERSSUBSIDIARIESSUBSIDIARYSUBSIDIARY COMPANIESSUPERVISIONSUPPLY OF ELECTRICITYSUSTAINABLE ENERGYTARGETSTARIFF STRUCTURETARIFF STRUCTURESTECHNICAL ASSISTANCETECHNICAL SUPPORTTELEPHONETIME FRAMESTRADERSTRANSMISSIONTRANSMISSION CAPACITIESTRANSMISSION COMPANYTRANSMISSION SYSTEMTREND ANALYSISUNIONUSERSVALUE CHAINVIDEOSVOLTAGEWINDWIND FARMS10.1596/21509