Utility Benchmarking








learn more about the program

Benchmarking utility performance indicators is an essential element of continuous improvement, allowing utilities to track their own performance and to compare their results to peers to identify areas that could be strengthened.

The AWWA Utility Benchmarking Program provides objective performance measures for utility leaders to track their organizational performance. See the complete list of indicators

Participation in the 2018 AWWA Utility Benchmarking Survey is currently closed. Look for the final results and publication to be released at the end of 2018.

Please join us in January 2019 to participate in our next AWWA Utility Benchmarking Survey. The survey open period will be held from January to April 2019. Participants will once again use the online platform to input performance data from Fiscal Year 2018.

Participating utilities will receive:

  • A free, individualized participant report that showcases your utility's confidential results relative to the aggregated results of utilities providing the same services (excerpt from an example report)
  • 30% off the final publication (in addition to a member discount)

Thank you in advance for your participation! Please contact AWWA Benchmarking with any questions.

Participate  Read Case Studies from Program Participants 

Data You Will Need to Participate in the Benchmarking Survey

Decision-makers interested in improving performance should begin by determining which measures are most relevant to their utility and complete the corresponding data collection sections.  Utility contacts will input into the online platform their fiscal year performance data based on series of utility operations questions.  Not all sections are required to be completed to participate in the AWWA Utility Benchmarking program, however, we encourage utilities to provide as many data points as possible. The survey automatically calculates values for each performance indicator where data is entered.

All personal Utility Data is kept confidential, only the aggregated quartile ranges will be reported in the Performance Indicator report and final publication.

Utility data is collected in the following metrics sections: 

  • Water Stats
  • Wastewater Stats 
  • Staffing
  • Organizational Development
  • Financial Information
  • Billing
  • Call Center
  • Customer Service 
  • Service Disruptions
  • Maintenance
  • Energy Consumption
  • Water Supply Planning
  • Wastewater Operations
  • Stakeholder outreach 
  • Triple Bottom Line
  • Sustainability

Following submission of performance data, utilities will have available an individual Performance Indicator report showing key Performance Indicator results for their utility based on metric data entered throughout the survey.  Following the close of the Survey period, and data analysis, an Individual Participant Report will be posted to the Utility’s Dashboard showing their individual performance relative to all participating utilities of the same service type.  

See the complete list of Performance Indicators that will be reported for 2018 participants.

“Active use of AWWA’s performance metrics and its annual survey have assisted us with ‘customer conversations’ as well as important linkages to EUM, strategic planning, and utility process improvements.”  
- Frank Roth, Senior Policy Manager, Albuquerque-Bernalillo County Water Utility Authority

“CWS continues our quality journey using AWWA Utility Benchmarking to set targets and measure results for our customers and community benefit.”  
- Ken Hill, CEO Charleston Water Systems

“Columbus Water Works defined performance metrics to measure progress on strategic goals, and AWWA Utility Benchmarks were used where applicable to track performance. CWW has participated in AWWA benchmarking since its inception and regularly uses this data to track progress and set performance targets.”  
- Gwendolyn Hargrove Ruff, Senior Vice, Columbus Water Works

“Our utility has benefited from AWWA Benchmarking by enabling comparison to peer utilities, providing a tool for evaluating utility performance year to year, informing selection of internal strategic outcome metrics, and highlighting the importance of monitoring performance.”  
- Sarah Neiderer, Strategic Planning Officer, DC Water



























2017 AWWA Utility Benchmarking Publication

AWWA's 2017 AWWA Utility Benchmarking: Performance Management for Water and Wastewater publication is made possible by AWWA Utility Benchmarking Program Participants. 

It 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 for five areas of operations: Organizational Development, Customer Relations, Business Operations, Water Operations, and Wastewater Operations.

The 2017 publication includes 47 key performance indicators. Take a look inside the new publication for a complete list.