| Summary: | One of the challenges faced by the water utilities in the urban areas is to provide a quality service and meet user requirements. In order to cooperate in an improvement in the supply service offered to the population, this study suggests the development of a performance index for the water supply service in the city of Campina Grande - Paraíba (IDSA-CG). To achieve this, 22 indicators were studied and divided into five categories: operational, economic/financial, quality, infrastructural and human resources. Among the selected indicators to this study, there is one called user’s
satisfaction, which was created based on a survey, to know the population’s perspective about the service provided
by the water utility and, thus, being incorporated to the other indicators in order to form, as faithfully as possible, the
IDSA-CG. The results the indicators showed that the infrastructural indicators and the water quality indicator obtained
optimum values, close or equal the reference limits defined in the research. The main service drawbacks are associated
to the operational indicators, with a need to improve in the losses in the distribution, macro measurement, average
water and energy consumption, and also to the economic/financial indicators, with a more efficient demand to trace
clandestine water connections and to monitor the users in debt. The satisfaction indicator obtained a result of 45,44%,
which means that the user is little satisfied with the service offered by the water utility in the city. Finally, the result of
the IDSA-CG revealed that the service currently available to the city of Campina Grande can be classified as REGULAR,
with the need to introduce structural and administrative measures in order to perform a better system management.
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