Author(s): M. P. Hansen Rodriguez; J. M. Rodriguez Varela; E. Antunez Leyva; J. A. Casados Prior; L. Gomez Lugo; G. A. Martinez Ocampo; Y. Laurel Varela
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Keywords: PIGOO; Mexico; Benchmarking; Service perception; Water operation system
Abstract: In Mexico, the regulatory framework does not obligate water utilities to report technical, administrative or financial information, nor are they required to have a management-indicator system to help them evaluate the service that they offer. In 2005 the Mexican Water Technology Institute (IMTA) started a voluntary participation program for tracking water utility management indicators (known as PIGOO for its Spanish initials) which has permitted participants to know what their own performance and evolution is. These results, however, do not represent what users think of the potable-water service so two additional studies were carried out to analyze the quality perception users have of their water-utility company. One permits the rating of the public image of the institution, that is to say, how a user is treated upon showing up in the offices to make a complaint or to file some procedure and another that evaluates the quality perception of the service that water utilities deliver to homes. These results will contribute towards identifying improvement areas in the service to users and the rating they give in turn, can help further the development and self-sustainability of water utilities.
Year: 2018