Presentation of indicators
Performance indicators have been created to enable comparisons from one year to the next and between similar services. They serve to monitor various service components and, taken as a whole, provide an overall view of service performance levels. They are intended as management tools in the framework of a programme for continuous improvement.
For consumers, they are a means to better understand water prices.
The standardised definitions of the indicators were drafted by a work group comprising experts representing the various participants in water-service management, e.g. State services, local governments and public and private utilities. Indicator data must now be supplied each year by all water services in the form of an annual report on prices and service quality, as per article L. 2224-5 in the General code for local governments. They constitute the basis of the information collected by the observatory.
There are two types of indicator, descriptive indicators that characterise a service and performance indicators that evaluate how well a service functions. They are organised according to the three pillars of sustainable development.