1. Performance Monitoring and Comparative Evaluation (Benchmarking)- Experience from Kosovo Vehbi Duraku Water and Wastewater Regulatory Office vehbi.duraku@wwro-ks.org

2. Performance Monitoring Process Performance Monitoring Program Regular activity within the Water Regulatory Development of Annual Monitoring Plan Reporting of data, Verification of data, Processing of indicators and their analysis, Publication of annual performance report, Activities on improvement of SP Reward of prices for the best performance, Workshops, meetings with SP Management,

3. Performance Monitoring Focus Focused on results – especially on the customer’s the impacts, and made measurement: Relative Performance to the 'promises' of the business plan, (Performance comparison against proposals / tariff targets), Performance against ideal expectation performance The relative performance compared between RWC and against the performance of the past year, Financial indicators adjusted with inflation, Sector performance, (Information's for Law-makers and donators etc.).

4. Performance Monitoring - Harmonization Business Plans Regulatory Accounts Tariff Model Standards Performance Monitoring

5. Data requests (informations) General data (population in the service area, etc.). Water supply (current and planned). Wastewater services (current and planned) Financial (actual and planned, adjusted for inflation) From the data presented above, it is possible to generate all indicators for the purposes of Annual Performance Report

6. Performance measurement categories Water supply Technical indicators, e.g Standards and service levels, Customer service indicators, e.g Service coverage, customers' complaints, etc. Financial indicators, e.g Cost efficiency, unit costs, etc. Wastewaters Technical indicators and service standards, Customer service indicators (commercial), Financial indicators, Financial / Commercial Sales and revenue collection, Profitability, etc.

7. Performance Evaluation Methodology Group Performance Measurement Sub-group weightingGroup weighting Water Supply Drinking water quality 30% 100%45% 100% Pressure 5% Availability 35% Service coverage 20% Cost Efficiency 10% Wastewaters Discharge quality 20% 100%35% Reliability 20% Service coverage 50% Cost efficiency 10% Financial /Commercial Profitability 10% 20% Commercial Efficiency 10%

8. Combined overall performance and ranking of SP Measured against the ideal performance, that’s why 100% is SP perfect X1X2X3X4X5X6X7X1X2X3X4X5X6X7

9. Performances Annual Report Concise, easily readable and understandable by everyone (customers), In the presentation of data and diagrams easily understandable and not excessive, Compiled in that manner that reflects professionalism, Discuss on the reasons and effects of performance results, Focuses on performance results which are relevant to the readers, Independent and transparent on presentation of the findings.

10. Thanks for your attention