Dates: May 22 – 26, 2017
Location: Washington, DC
The Institute for Public-Private Partnerships, A Tetra Tech Company (IP3), offers this course to provide regulatory authorities with practical tools for constructing a Quality of Service Program for regulated utilities. The course analyzes the various instruments that can be used to put a Quality of Service Program into effect. These can range from performance agreements between the utility and the regulator to provisions contained in a license to operate, or via a regulatory order.
Participants will learn the reasonable number of KPIs and standards to have, as well as the range of sanctions, both positive and negative, that regulators have at their disposal.
This course also shows various ways to link a Quality of Service Program to rate setting under both the rate baserate of return approach and produce cap paradigms. Finally the course explores the trade-offs that sometimes must be made between quality of service and access to service; the two may move in opposite directions from one another.
- Understanding the various types of Quality of Service Programs that can be constructed.
- Analyzing the instruments that can be used to put these programs into force.
- Understanding the linkage between quality of service and rates.
- Understanding the trade-offs between quality of service and access to service.
- Monitoring, enforcing and incentivizing the achievement of those standards.
- Creating consumer outreach and communication programs to improve feedback capabilities.
- Developing your own action plan to create a Quality of Service Program for your organization.