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Are utilities in your state performing at the highest possible level
consistent with reasonable costs? The answer depends on how a regulator defines
performance. If we define performance in terms of cost alone, a utility might
appear to be a superior performer, for now, but its cost savings could come at
the expense of future performance in areas such as reliability and safety.
Performance is a multidimensional issue, covering not only cost but customer
satisfaction, financial health, plant performance, innovation activity, and
management practices.
For each of these dimensions, there exist numerous ways to measure
performance. Selecting appropriate measures requires knowledge of the specific
industry, plus the disciplines of economics, finance, accounting, engineering,
and management. Finding the relevant information from various sources in
different areas can be a burdensome task.
This paper provides a one-stop reference for regulators who decide to measure
the performance of their utilities. Part I covers a number of important
dimensions of performance and their definitions, measures, and data sources.
Given the limited resources available to a regulator, it will not always be
possible to evaluate performance from all perspectives. When deciding what to
focus on, a regulator should take various factors (such as data availability,
ease of measurement, and relations between different performance parameters)
into consideration. Part II of the report discusses the factors that should be
taken into account.
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