Public accountability and performance of two border water utilities

We analyze the performance of two water utilities located at the USA-Mexico border with a focus on public accountability. We evaluate selected performance indicators and explain how public accountability mechanisms can be associated with those outcomes. We find strong hierarchical accountability rel...

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Bibliographic Details
Published in:Water policy 2010-01, Vol.12 (2), p.203-219
Main Authors: AGUILAR-BENITEZ, Ismael, SAPHORES, Jean-Daniel
Format: Article
Language:English
Subjects:
Accountability
Applied sciences
Barriers
Borders
Buildings. Public works
Constraints
Customer satisfaction
Customer service
Customer services
Customers
Exact sciences and technology
Indicators
Performance indicators
Policy making
Quality of service
Water
Water supply. Pipings. Water treatment
Water utilities
Waterworks
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Summary:We analyze the performance of two water utilities located at the USA-Mexico border with a focus on public accountability. We evaluate selected performance indicators and explain how public accountability mechanisms can be associated with those outcomes. We find strong hierarchical accountability relationships between policymakers and water services providers but weak feedback mechanisms from customers to policymakers; moreover, structural barriers to political accountability resulting in weak accountability mechanisms may explain different facets of the relatively poor performance of both water utilities. Our findings suggest the need for these water utilities to build a closer relationship with their customers and to implement customer service indicators to track their performance.
ISSN:1366-7017
1996-9759
DOI:10.2166/wp.2009.032