By entrusting the management of public utilities - water production and sanitation - to SUEZ under a management contract, Saudi water authority National Water Company (NWC) set out lofty objectives in terms of improvement in the quality of service.
Ensure excellent service for the local population
To restore a satisfactory level of service for inhabitants, SUEZ committed to:
Like the project in Algiers since 2005, this contract also featured a strong local dimension with the introduction of an ambitious training plan with knowledge transfer from SUEZ to 1,400 local NWC employees:
Measure the quality of service
One of the major challenges in the contract was to improve the performance of the service. This is measured using a system of 18 Key Performance Indicators (KPI) – also referred to as Performance Standards - and 31 additional KPIs defined within the management contract.