Utility managers can use the data and analyses in this report to determine how their utility's performance compares to the water or wastewater industry in six areas of operations: Organizational Development, Business Operations, Customer Relations, Water Operations, Wastewater Operations, and Historical Trends. Aggregate benchmarking data provides one framework for an individual utility to track its goals and improvement. Use of benchmarking data, or initiating the process of performance measurement, can be key to performance improvement. Efficient and effective improvements are necessary for utilities to meet customer expectations, manage rates, and meet more stringent regulations. AWWA's Utility Benchmarking publication allows utility managers to use data and analyses to determine how their utility's performance compares to the water or wastewater industry. The report includes performance indicators in six areas of operations: Organizational Development, Business Operations, Customer Relations, Water Operations, Wastewater Operations, and Historical Trends. Water and wastewater utility managers need useful metrics to gauge how their organization is currently performing, and to set reasonable targets for future performance. The benchmarking data and analyses in this report are chosen for their usefulness in helping utilities track and improve both operational efficiency and managerial effectiveness.

Utility managers can use the data and analyses in this report to determine how their utility's performance compares.