Risk-Based Framework for Improving Customer Satisfaction through System Reliability in Small-Sized to Medium-Sized Water Utilities

Abstract

Small-sized to medium-sized water utilities (SMWU) face severe challenges to maximize the customer satisfaction (CS) because of operational failures, limited trained staff, and financial issues. Conventional methods are based on performance benchmarking and interviews, which might not be feasible at all times for SMWU. A novel risk-based framework is developed for improving CS by improving the reliability of water supply systems operating in a utility. The framework is primarily based on comprehensive analysis of customer complaints and staff’s observations on related complaints. Customer dissatisfaction is evaluated in terms of risk of not meeting CS, which starts when a customer reports a complaint; however, a complete evaluation of CS depends on the duration between the time of the report and the response until the complaints’ full resolution. Different categories of complaints are identified from an exhaustive record of a medium-sized utility in Okanagan Basin (British Columbia, Canada). For risk management, root cause analysis and failure mode effect analysis are performed. To address inherent uncertainties associated with data limitations and vagueness in decision makers’ perception, fuzzy set theory is employed. The results show that almost half of the cumulative risk can be reduced with inspection and maintenance interventions which are not very expensive; however, the remaining risk reduction requires large-scale infrastructure improvements.