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Information Sciences Letters

Information Sciences Letters

Abstract

We present a reference accountability model for water utilities that consists of five major components, namely organization, systems, data, communication, and quality management. The model has been discussed with water officials, experts, and stakeholders in order to build and customize the model for each utility through a pre-prepared questionnaire and focused groups. Results have shown that water utilities have different accountability systems with several drawbacks. There was a need for actions taken to secure regular customers’ data updates as well as activate e-services in order to access vital information during emergencies. It was therefore our strong recommendation to the water utilities to move forward with some measures to support and sustain their bi-directional communication with customers. Further recommendations encouraging water utilities to enhance the accountability mechanism such as the deployment of e- services complaints management and tracking, expanding the Enterprise Resources Planning system, improving staff communication skills, training staff on the procedures used in analyzing customers’ feedback, and moving to performance- based management system.

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