This book helps elected and appointed government officials and citizens assess and establish standards for the efficient and effective delivery of quality services. Actual benchmarks are provided for numerous services such as libraries, parks and recreation, public works, emergency medical services, courts, animal control, risk management and public transport.

Utilities Business Office

Utilities business office

Field maintenance crews and plant operators are important to a public utility's success, but so are the meter readers and the people in the utilities business office who receive the telephone calls, serve walk-in utility customers, prepare utility bills, process payments, and maintain accounting records. Unless meter reading and office personnel perform their jobs well, customer relations—not to mention the utility's balance sheet—will suffer.


By comparing its own performance with relevant operating statistics of counterparts, the utilities business office and meter reading operation for a natural gas, electric, water, or sewer utility may gauge the adequacy of local performance in the context of what others are able to achieve.

Office Operations

A 1991 survey of gas and electric utilities revealed a high level ...

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