Regional KPI Final Report: Development of Regional Key Performance Indicators (KPIS) for RERA

The association's primary goal is to ensure a reliable, efficient, and sustainable electricity supply to meet the growing energy demands of the region. RERA's key performance indicators (KPIs) are designed to measure the performance of regional electricity regulators, with a focus on utility performance, customer services, technical aspects, safety, socio-economic and environmental factors, and efficiency and sustainability. The KPIs are categorized into six key performance areas: financial, customer services, technical, safety, socio-economic and environmental, and efficiency and sustainability. The development of RERA's KPIs involved a comprehensive methodology, which included the identification and selection of KPIs, criteria for KPI selection, and a process for developing a KPI set. The KPI framework was established, outlining utility key performance areas and indicators, as well as an approach for collecting data for quantification of KPIs. Utilities surveyed included the Energy Regulatory Authority of Mozambique (ARENE), the National Energy Regulator of South Africa (NERSA), the Lesotho Electricity and Water Authority (LEWA), and others. The results of the KPI development process revealed a set of 30 priority KPIs, which were categorized into the six key performance areas. The KPIs were quantified, with financial indicators showing a focus on revenue, expenditure, and debt service cover ratio. Customer services KPIs emphasized customer satisfaction, complaint resolution, and billing accuracy. Technical KPIs included energy availability factor, planned capability loss factor, and unplanned energy loss. Safety KPIs focused on lost time injury rate and near-miss incidents. Socio-economic and environmental KPIs considered energy access, poverty reduction, and greenhouse gas emissions. Efficiency and sustainability KPIs looked at operational and maintenance costs, return on capital employed, and energy efficiency. The KPIs will be managed and publicized through a process that involves updating the top 30 KPIs, reevaluating selected KPIs, and establishing a governance process for change. The KPI data will be collected at regular intervals, with a focus on maintaining data quality and ensuring the accuracy of KPI calculations. A KPI toolkit has been developed to support the KPI management process, including a KPI selection and evaluation tool, a KPI data processing tool, and a maturity curve. The maturity curve is a key component of the KPI management process, providing a framework for assessing the current status of KPI implementation and identifying areas for improvement. The curve is based on six maturity dimensions: leadership, strategy, alignment, metrics, processes, and performance. The draft maturity curve provides a baseline for assessing the current status of KPI implementation in the region. Based on the results of the KPI development process, several recommendations have been made to support the implementation of the KPIs. These include the establishment of a governance process for change, the development of a KPI data processing tool, and the creation of a maturity curve to assess the current status of KPI implementation. The recommendations aim to ensure the effective management and publicization of KPI data, which will support the achievement of RERA's goals and objectives in promoting regional cooperation and coordination in the electricity sector.