Dates: August 20–31, 2018
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.
- By successfully completing this course, participants will be able to:
- Identify various types of Quality of Service Programs that can be constructed
- Discuss the instruments that can be used to put these programs into force
- Explain the linkage between quality of service and rates
- Describe the trade-offs between quality of service and access to service
- Assess how the regulator can monitor, enforce, and incentivize the achievement of those standards
- Create consumer outreach and communication programs to improve feedback capabilities
- Develop an action plan to create a Quality of Service Program