1. Petar Pižurica, Executive Director of the department of production
Utility Benchmarking as basis for resilient water services – the case of Subotica
Petar Pižurica, Executive Director of the department of production

2. BENCHMARKING In PUC „Waterworks & Sewerage“ SUBOTICA – CHRONOLOGy
Year
Activites
1993.
„WHO is WHO?!“ – Data about successful business operations of 68 PUC W&WW utilities (Seat of the Business Association of Water and Wastewatre Utilitties of Yugoslavia in Subotica)
2007.
Examination of performance for 16 PUC in Serbia – thesis Dušan Lukić, Sombor "WATER SUPPLY - DEVELOPMENT OPPORTUNITIES AND APPLICATION benchmarking"
2009.
Case stady “The basis for aproaching the rationalization of PUC” - Doroslovački/Varga
Benchmarking indicators related to the rationalization for 21 PUC in Serbia
2012.
The contract with EBRD on financing the reconstruction of WWTP Subotica – PUC was obligated to participate in the project “Benchmarking” IAWD based on EBC methodology.
2013.
Participation in the project IPM: “Performance indicators – Benchmarking by IBNET metodology”.
2014.
Participation in the project IAWD – DWP: “Benchmarking – indicators of operating performance by the Water Companies by EBC metodology”

3. KEY PERFORMANCE INDICATORS - puc “WATERWORKS & SEWERAGE” SUBOTICA – EXAMPLE FOR DRINKING WATER
Cod
Indicator
Unit
2015.
2016.
2017.
QS-018
Quality of supplied water %
88,7 70 71
Op-031
Mains failures
Nmb/100 km 28
25,6
24,6
zOp-028
Distribution losses ...
m3/km/day
11,7
12,4
6,5
zQS-027
Service complaints ...
Nmb/1000 prop 12
5,5
6,6
Fi-028
Average water charges ...
€/m3
0,41
0,37
0,35
ZpE-001
Personnel intensity
ESZ/1000 prop
2,51
2,38
2,26
Bad Medium OK

4. Necessary deeper analysis of indicators
KEY PERFORMANCE INDICATORS - SUBOTICA, SEGEDIN, NOVI SAD – EXAMPLE FOR DRINKING WATER for 2016
Cod
Indicator
Unit
Subotica
Segedin
Novi Sad
Dunav
W.Europe
QS-018
Quality of supplied water %
71,95
100
10,1
90,6
99,8
Op-031
Mains failures
Nmb/100 km
24,6
403,4
51,8
145,35
18,12
zOp-028
Distribution losses ...
m3/km/day
6,5
14,5
30,3 40
11,6
zQS-027
Service complaints ...
Nmb/1000 prop
6,6
1,5
36,7
6,3
2,3
Fi-028
Average water charges ...
€/m3
0,35
0,50
0,54
1,29
ZpE-001
Personnel intensity
ESZ/1000 prop
2,26
1,4
2,9
3,82
0,85
Necessary deeper analysis of indicators

5. Necessary deeper analysis of indicators - EXAMPLES
Reliability of data:
QUALITY OF SUPPLIED WATER: (1) Type of water source (2) Type of treatment (3) Type and age of the pipeline (4) Equipments for analysis ...
Distribution losses : (1) DMA (2) Electronic processing of orders and statistics of the PIPELINES...
Service complaints : (1) CALL CENTER (2) Electronic processing of complaints by type (3) Procedure for resolving complaints ...
Personnel intensity: (1) Legal constraints on the number of employees (2) Evaluation of process economy: internal labor or outsourcing (3) System size and resolution, connection density ...

6. ACTIVITIES TO IMPROVE SERVICE QUALITY AND BUSINESS PERFORMANCE (Related Bench-marking and controLling)
Domain
Activities
Goal
Investments – drinking water
Main collector for drinking water supply
Water factory II
Replacement of the pipeline and optics
+ Availability, quantity, pressure;
+ Water quality(100%),
- losses, + system management;
Investments – sewerage water
Reconstruction of WWTP Subotica
Sewerage collectors II i VII
Protection and Biodiversity of Lake Palić – Ludaš
+ capacity, tertiary treatment, Green Energy
+ availability of network and services;
+ volume, quality of purification, availability of network and services;
Equipping
Emergency vehicle
Camera Inspect
AASM
- costs, consumption, + responsiveness
+ data of the state of network,- illegal connections
+ reliability of water quality, efficiency

7. Domain Activities Goal
ACTIVITIES TO IMPROVE SERVICE QUALITY AND BUSINESS PERFORMANCE (Related Bench-marking and controLling)
Domain
Activities
Goal
Asset Management
DMA
GEO portal GIS
Working assignment
losses, + manage flows and pressures
+ Access and control of data
+ Data, statistics, analysis, planning
Management
Change of the organization in PUC
+ Planned preventive maintenance
Informatics
Reengineering of business information system
+ Availability and data reliability
The tariff policy
Equating price for all users
+ Business performance
Cooperation
Partnership Agreement – Subotica, Novi Sad, Bijeljina, Szeged
+ Exchange of experiences and practices
+ Improvement of the water sector

8. 2019 Danube Water Conference Achieving resilience in water and wastewater utilities in the Danube region
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