Using Benchmarking as a Managerial Tool in Public Utilities
Using Benchmarking as a Managerial Tool in Public Utilities

Summary/Abstract: Benchmarking can be a powerful tool for managers to achieve improvement in public services, but used inappropriately it can be expensive and can fail to deliver benefits. The development of a benchmarking model which can be used for assessing performance in public utility service delivery to end-users (clients) can be a challenging process, as before setting up the indicators to be included in the matrix model, it is important to investigate the context in which the respective public utility service is provided. Management model (including here direct or delegated public service provision), legislation, institutional framework, as well as other contextual aspects pertaining to the respective service conditions for delivery, are equally important variables to be taken into consideration when designing the most appropriate benchmarking system. Furthermore, usefulness of the benchmarking model must be acknowledged by both contractual parties involved - the public service provider and the client.

• Details
• Contents