1. Stakeholder consultation
Description: This measure addresses utility actions to reach out to and consult with stakeholders about utility matters, including utility goals, objectives, and management decisions.
Example questions:
- Does the utility identify stakeholders, conduct outreach, and actively consult with stakeholders about utility matters (yes/no)? Elements of this plan can include:
- Number of active contacts with stakeholders in key areas (e.g., from local government, business, education, non-governmental groups)?
- Does the utility actively seek input from stakeholders (yes/no)?
- Frequency with which the utility actively consults with stakeholders. This measure should go beyond counting the number of calls or times information is sent out or posted on websites to items such as number of stakeholder outreach and education activities, number of opportunities for stakeholders to provide input, participation of stakeholders on utility committees, etc.
- Does the utility actively consider and act upon stakeholder input (yes/no)?
2. Stakeholder satisfaction
Description: This measure addresses stakeholder perceptions of the utility. Stakeholder satisfaction can be measured through surveys sent to stakeholders, formal feedback surveys distributed to stakeholders at events, etc.
Example calculations:
- Overall satisfaction (percent): 100 X (number of stakeholders who annually rate the overall job of the utility as positive ÷ total number of stakeholders surveyed).
- Responsiveness (percent): 100 X (number of stakeholders who annually rate utility responsiveness to stakeholder needs as positive ÷ total number of stakeholders surveyed).
- Message recollection for outreach programs targeted to specific stakeholder groups (percent): (a) 100 X (number of stakeholders who recall key messages ÷ total number of stakeholders surveyed); and (b) 100 X (number of stakeholders who recall the message source (TV, utility mailers, newsletters, etc.) ÷ total number of stakeholders surveyed).
3. Internal benefits from stakeholder input
Description: This measure addresses the value utility employees believe stakeholder engagement has provided to utility projects and activities. Measurement by the utility can focus on surveying utility employees running projects that have stakeholder involvement.
Example calculations:
- 100 X (number of utility projects or activities where stakeholders participated and/or provided input for which utility employees believe there was value added as a result of stakeholder participation and input ÷ total number of projects where stakeholders participated and/or provided input).
- Overall value added (percent): 100 X (number of utility employees who rated their overall sense of value added from stakeholder participation and input as (high value added, some value added, little value added, no value added) ÷ total number of utility employees surveyed).
4. Comparative rate rank
Description: This measure depicts how utility rates compare to similar utilities (e.g., utilities of the same type (drinking water, wastewater) that are similar in terms of geographic region, size of population served, etc.). A utility can use the measure internally or to educate stakeholders. It should be noted that the lowest rate is not necessarily best (see Financial Viability).
Example calculations:
- Typical monthly bill for the average household as a percentage of typical monthly bills for similar area utilities.
5. Media/press coverage
Description: This measure captures media portrayal of the utility (newspaper, TV, radio, etc.) in terms of awareness, accuracy, and tone.
Example calculations:
- Amount of coverage: Total number of media stories (newspaper, TV, radio, etc.) concerning the utility per year.
- Media coverage tone (percent): 100 X (number of media stories concerning the utility that portray the utility in a positive way ÷ total number of media stories concerning the utility) per year.
Media coverage accuracy (percent): 100 X (number of media stories that accurately describe the utility ÷ total number of media stories concerning the utility) per year.
More information on resources for this attribute-related measure can be found in the EUM Resource Toolbox.