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Perception Analysis of Potable Water Service to Users

8 pagesPublished: September 20, 2018


In Mexico, the regulatory framework does not obligate water utilities to report technical, administrative or financial information, nor are they required to have a management-indicator system to help them evaluate the service that they offer. In 2005 the Mexican Water Technology Institute (IMTA) started a voluntary participation program for tracking water utility management indicators (known as PIGOO for its Spanish initials) which has permitted participants to know what their own performance and evolution is. These results, however, do not represent what users think of the potable- water service so two additional studies were carried out to analyze the quality perception users have of their water-utility company. One permits the rating of the public image of the institution, that is to say, how a user is treated upon showing up in the offices to make a complaint or to file some procedure and another that evaluates the quality perception of the service that water utilities deliver to homes. These results will contribute towards identifying improvement areas in the service to users and the rating they give in turn, can help further the development and self-sustainability of water utilities.

Keyphrases: Benchmarking, México, PIGOO, service perception, water operation system

In: Goffredo La Loggia, Gabriele Freni, Valeria Puleo and Mauro De Marchis (editors). HIC 2018. 13th International Conference on Hydroinformatics, vol 3, pages 884--891

BibTeX entry
  author    = {Martha Patricia Hansen Rodr\textbackslash{}'iguez and Jos\textbackslash{}'e Manuel Rodr\textbackslash{}'iguez Varela and Edgar Ant\textbackslash{}'unez Leyva and Jorge Arturo Casados Prior and Luis G\textbackslash{}'omez Lugo and Gema Al\textbackslash{}'in Mart\textbackslash{}'inez Ocampo and Yenni Laurel Varela},
  title     = {Perception Analysis of Potable Water Service to Users},
  booktitle = {HIC 2018. 13th International Conference on Hydroinformatics},
  editor    = {Goffredo La Loggia and Gabriele Freni and Valeria Puleo and Mauro De Marchis},
  series    = {EPiC Series in Engineering},
  volume    = {3},
  pages     = {884--891},
  year      = {2018},
  publisher = {EasyChair},
  bibsource = {EasyChair,},
  issn      = {2516-2330},
  url       = {},
  doi       = {10.29007/s3c1}}
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