In an era of rising expectations, the difference between scrambling and leading comes down to the metrics you can rely on.
For utility leaders, those numbers aren’t abstract. They are the questions councils, boards, regulators, and customers are already asking. But without unified data from trusted systems, utility staff end up manually tallying spreadsheets and delivering answers no one fully trusts.
When you have a modern CIS with validated, unified data that identifies and produces the customer, operational, and financial metrics most important to your utility, the difference shows in the speed of answers and the results. For example, the City of Fairmont’s water department saw service adjustments drop from thousands per year to fewer than two. It eliminated 27,000 truck rolls annually, a remarkable achievement for a utility serving 15,000 customers. This freed technicians to focus on higher-value work.
Based on what we’ve seen across dozens of implementations, the utilities that succeed at providing real business visibility all establish and track a common set of metrics. These metrics help utility leaders avoid being distracted by the noise of the day-to-day operations and focus on essential trends and directional insight, capturing the outcomes that boards, regulators, and customers use to judge performance.
Defining the Utility Customer, Operations, and Financial Metrics that Matter for Business Visibility
Each utility has its own set of specific metrics and markers based on its utility or municipal goals, objectives, and expected outcomes. It is critical to understand the metrics that drive your business and to align with public officials and executive leadership.
Below, we have compiled examples of the metrics and key performance indicators that utilities across the Americas are using. They reflect a cross-section of internal and external metrics to report on, manage, and drive the utility business. We always suggest sitting down with your stakeholders to understand and develop an automated approach to measuring business visibility and outcomes.
Turning Metrics into Measurable Impact
Without real-time visibility into metrics, leaders are limited to a reactive mode, compiling and attempting to reconcile spreadsheets while defending numbers that no one fully trusts. But with the right metrics at your fingertips, you can act quickly, measure outcomes that matter, and build trust with stakeholders, customers, and staff alike.
If you need help creating that foundation for integrated data and trusted reporting, we can walk you through how similar utilities are delivering new levels of business visibility.
Connect with us here to define and deliver on the metrics that matter to your business.
