Utilities KPIs, Metrics & Benchmarks

KPIs & Metrics to Measure and Manage Utilities Performance

Utilities

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Opsdog.com sells Utilities KPI and benchmarking data in three different ways.

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  2. Individual Utilities KPI benchmarks that contain 1 benchmarked KPI –
    • Price range is $50-$65 per individual benchmarked KPI
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  3. Custom Utilities benchmarking KPI Data-as-a-Service projects and consulting engagements
    • 3-10 week long KPI benchmarking projects
    • Price varies based on scope
    • Hybrid on-site/off-site low-cost model

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KPI's & Data 

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Number of Work Orders in Backlog

The total number of work orders in the backlog (i.e., work orders not yet in progress) at a certain point in time.

KPI Type : Volume

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KPI's & Data 

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Percentage of Work Orders in Progress

The number of work orders that have been started but are not yet finished (i.e., work orders in progress) divided by the total number of work orders received over the same period of time, as...

KPI Type : Quality

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KPI's & Data 

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Percentage of Work Orders Delayed Due to Material Shortage

The number of work orders that are delayed because of material shortages divided by the total number of work orders received over the same period of time, as a percentage.

KPI Type : Quality

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KPI's & Data 

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Percentage of Rework Originated Work Orders

The number of work orders that result from a failure to correct the original problem divided by the total number of work orders issued over the same period of time, as a percentage.

KPI Type : Quality

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KPI's & Data 

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Percentage of Work Orders Completed On-Time

The number of work orders closed on-time (within the company's SLA and/or the time promised to the customer) divided by the total number of work orders issued over the same period of time, a...

KPI Type : Service

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KPI's & Data 

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External R&D Expense per Electric Customer

The total expense incurred by external (i.e., R&D outsourced to research organization or similar) electric utility (generation, transmission, delivery, efficiency, etc.) research and develop...

KPI Type : Cost

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KPI's & Data 

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Expense per Thousand Gallons of Water Produced

The total expense incurred by the company divided by every 1000 gallons of water produced over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Internal R&D Expense per Electric Customer

The total expense incurred by internal (i.e., intra-company R&D) electric utility (generation, transmission, delivery, efficiency, etc.) research and development (R&D) divided by the number...

KPI Type : Cost

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KPI's & Data 

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R&D Expense per Electric Customer

The total expense incurred by electric utility (generation, transmission, delivery, efficiency, etc.) research and development (R&D) divided by the number of electricity customers managed by...

KPI Type : Cost

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KPI's & Data 

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Momentary Average Interruption Frequency Index (MAIFI): Excluding Major Events

The number of instances in which customer experience momentary service interruptions (these interruptions should not include major events, such as a hurricane or earthquake) divided by the t...

KPI Type : Service

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KPI's & Data 

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System Average Interruption Frequency Index (SAIFI): Excluding Major Events

The number of instances in which customers experience service interruptions (these interruptions should not include major events, such as a hurricane or earthquake) divided by the total numb...

KPI Type : Service

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KPI's & Data 

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System Average Interruption Duration Index (SAIDI): Excluding Major Events

The total number of minutes customers experience service interruptions (these interruptions should not include major events, such as a hurricane or earthquake) divided by the number of custo...

KPI Type : Service

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KPI's & Data 

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Percentage of Utilities Customer Complaints Resolved Within 30 Days

The number of utilities customer complaints (power outage, incorrect billing amounts, etc.) resolved in 30 business days or less divided by the total number of customer complaints resolved o...

KPI Type : Service

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KPI's & Data 

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Percentage of Utilities Customer Complaints Resolved Within 15 Days

The number of utilities customer complaints (power outage, incorrect billing amounts, etc.) resolved in 15 business days or less divided by the total number of customer complaints resolved o...

KPI Type : Service

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KPI's & Data 

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Power Generated as a Percentage of Total Resource Capacity

The actual amount of power generated (in MWh) divided by the company's total resource capacity (in MWh) over the same period of time, as a percentage. Resource capacity is a measure of the t...

KPI Type : Quality

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KPI's & Data 

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Revenue per Thousand Gallons of Water Sold

The total dollar amount of revenue earned divided by each 1000 gallons of water sold at the same point in time.

KPI Type : Revenue

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KPI's & Data 

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Expense per Thousand Gallons of Water Purchased

The total expense incurred by the company divided by every 1000 gallons of water purchased at the same point in time.

KPI Type : Cost

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KPI's & Data 

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Water Distribution System Integrity

The total number of leaks and pipeline breaks that have occurred in a water distribution system (city, well, etc.) divided by each hundred miles of distribution piping in use over the same p...

KPI Type : Quality

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KPI's & Data 

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Cost per Therm Purchased (Natural Gas)

The cost of purchasing natural gas divided by the total amount of gas (measured in therms, a unit of heat equal to 100,000 British thermal units) purchased over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Revenue per Therm of Gas

The total dollar amount of revenue generated by the utilities company divided by the amount of gas (measured in therms, a unit of heat equal to 100,000 British thermal units) distributed to...

KPI Type : Revenue

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KPI's & Data 

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Cost per kWh Sold

The total cost of producing energy divided by the total amount of energy (measured in kWh) sold over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Cost per Mwh Purchased

The total cost of purchasing energy divided by the total amount of energy (measured in megawatt hours) purchased over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Cost per Mwh Produced

The total cost of producing energy divided by the total amount of energy generated (measured in megawatt hours) over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Utilities Operating and Maintenance Expense per Residential Customer

The total operating and maintenance-related expense (labor, benefits, technology costs, occupancy, machine/equipment repairs, etc.) incurred by the company divided by the number of residenti...

KPI Type : Cost

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KPI's & Data 

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Production Cost per kWh Produced

The total cost of producing electric energy divided by the total amount of energy generated (measured in kWh) over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Fuel Used per Kilowatt Produced

The total cost of fuel purchased by the company to produce electricity divided by the number of kilowatts generated through fuel-powered devices over the same period of time.

KPI Type : Cost

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KPI's & Data 

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Water Collection System Integrity

The number of water collection system (rainwater harvesting, sewage, etc.) failures (stoppages) that occur divided by each hundred miles of water collection system piping in use over the sam...

KPI Type : Quality

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KPI's & Data 

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Maintenance Cost per Mile of Pipe or Energy Line

The total amount of maintenance-related expense incurred (labor, materials, overhead) divided by each mile of pipe or energy line managed by the company at the same point in time.

KPI Type : Cost

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KPI's & Data 

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Number of Meter Data Management Systems

The total number of different meter data management systems (data storage and management systems for smart meters) in use at a certain point in time.

KPI Type : Quality

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KPI's & Data 

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Energy Efficiency Program Expense per Employee

The total expense incurred by a company's energy efficiency program divided by the number of employees supporting the energy efficiency program over the same period of time.

KPI Type : Cost

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