ABSTRACT
As mentioned in Chapter 1, and elsewhere in this book, water and wastewater utilities, both large and small, are facing complex challenges as they strive to provide safe, affordable water and wastewater services to their customers. Changes to an already complex regulatory structure, aging infrastructure, and a weak economy are just a few of the obstacles that utilities must navigate on a daily basis. In an effort to overcome these obstacles, many utilities are changing the way they do business. Smart utilities recognize that they must take advantage of industry advances such as new technology, new management approaches, and innovative financing options in order to provide the type of service that their customers expect. In an effort to identify and implement some of these industry advances, concepts such as benchmarking, reengineering, and optimization are being explored seriously. Additionally, many publicly owned utilities are exploring alternative delivery options for both services and capital projects as a means of utilizing industry advances to improve service and reduce costs.
