Establishment of Performance Indicators for Water Supply Services Industry in Malaysia

Ong, Boon Kun, and Suhaimi Abdul Talib, and Ghufran Redzwan, (2007) Establishment of Performance Indicators for Water Supply Services Industry in Malaysia. Malaysian Journal of Civil Engineering, 19 (1). pp. 73-83.

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Affiliations

Universiti Teknologi Mara, Faculty of Civil Engineering,
Universiti Teknologi Mara, Faculty of Civil Engineering,
University of Malaya, Faculty of Science, Institute of Science Biology

Abstract

Performance Indicators (PIs) are widely used as an assessment tool to evaluate the performance of water supply services. Although the Malaysian Water Association (MWA) had introduced a list of PIs, these indicators do not include aspects of water resources, and emphasize very little on personnel aspects. Many other international organizations, such as International Water Association (IWA), The World Bank Group (WBG), Office of Water Services, United Kingdom (OFWAT) and the Indonesian Water Supply Association (PERPAMSI), have introduced their very own list of indicators to assess the performance of their respective water supply services industry. However, these indicators as suggested by the various organizations are tailored for different objectives and priorities and thus may not be readily applicable to the Malaysian context. This paper describes and discusses on the establishment of a new set of performance indicators that covers all six major aspects of water supply services industry, namely, the management of water resources, personnel, physical assets, operation, quality of service and financial, for water supply services in Malaysia. The final list of PIs has further enhanced the existing PIs by covering all six key aspects in water supply services besides classifying the PIs into three levels of information grading, i.e., for public assessment, internal assessment and decision-making.

Petunjuk Prestasi (PIs) merupakan teknik penilaian yang digunakan secara meluas dalam perkhidmatan bekalan air. Set PI yang diperkenalkan oleh Persatuan Air Malaysia (MWA) tidak merangkumi aspek sumber air dan tidak menitikberatkan aspek sumber manusia. PIs yang dicadangkan oleh organisasi antarabangsa seperti International Water Association (IWA), The World Bank Group (WBG), Office of Water Services, United Kingdom (OFWAT) dan Persatuan Perusahaan Air Minum di Seluruh Indonesia (PERPAMSI) lebih menjurus kepada keperluan masing-masing dan memerlukan pengubahsuaian sebelum boleh digunakan di Malaysia. Kertas kerja ini membincang pembentukan PIs baru yang merangkumi enam aspek utama dalam industri bekalan air di Malaysia, iaitu sumber air, sumber manusia, aset, operasi, kualiti perkhidmatan dan kewangan. Set PIs yang dicadangkan telah melengkapkan lagi PIs semasa dengan merangkumi enam aspek utama dalam industri bekalan air di samping menkategorikan PIs kepada tiga kumpulan, iaitu Petunjuk penilaian orang awam, Petunjuk penilaian dalaman syarikat yang menawarkan perkhidmatan bekalan air serta Petunjuk penilaian keputusan organisasi

Item Type:

Journal

Additional Information:

The authors would like to extend their appreciation to Water Supply Department, Ministry of Energy, Water and Communication for the assistance provided. Also special thanks to Perlis Public Works Department, Sarawak Public Works Department, Kuching Water Board, Melaka Water Corporation, Perbadanan Bekalan Air Pulau Pinang Sdn. Bhd., SAJ Holdings Sdn. Bhd., Syarikat Bekalan Air Selangor Sdn.Bhd., Air Kelantan Sdn. Bhd., Syarikat Air Terengganu and Puncak Niaga (M) Sdn. Bhd. for participating in the survey conducted.

Keywords:

Assessment Tool; Performance Indicators (PIs); Water Supply Services Teknik penilaian; Petunjuk Prestasi (PIs);Perkhidmatan Bekalan Air

Subjects:

T Technology, Engineering

ID Code:

6466