From Day 1, IAWD has promoted benchmarking as a key management instrument for water utilities. When the World Bank Group re-introduced the New IBNET as next generation global information system and partnership for utilities, regulators, and development professionals, we boarded the boat enthusiastically, shouldering a crucial partner role in implementing NewIBNET's benchmarking initiatives in Southeast Europe.

In this context, we gladly hosted a Management Practices Seminar for UBP & NewIBNET members back-to back with this year's Danube Water Conference.  On 13 May, representatives from six Danube region water utilities gathered to take a deep dive behind the scenes of well-performing water utilities. This was, of course, all about data as the engine of management, but it turned out to be neither dry and technical, nor one-way, on the contrary: True to the workshop format, the participants were treated to a highly interactive, hands-on exploration of the organizational processes that drive performance.

Everybody rolled up their sleeves, sharing and discussing their internal practices for planning, organizing, leading, and monitoring utility operations. Process mapping and peer exchange helped to reflect on how long-established and never questioned routines and decision-making structures can make or break the path to performance improvement.

Learning from each other was the name of the game. Utilities from different countries compared their approach to target-setting, progress-tracking, managing staff responsibilities, and handling deviations. The focus wasn’t just on what to do, but how they do it, and how small, smart shifts in management style and routines can lead to significant improvements.

This workshop feeds into a larger research effort led by NewIBNET: Preliminary findings from a regression analysis suggest a significant correlation between management practices and key performance indicators such as non-revenue water (NRW), cost coverage, job acceptance rates, and staff retention. In other words, improving management processes improves outcomes, regardless of infrastructure or external funding – which correspons with research findings from other sectors like health & education. 

The session aimed to qualitatively validate this correlation for the first time, with the participating water utilities unpacking the “how” behind data trends. Which specific actions, routines, and leadership practices do really help utilities to move the needle on important KPIs? This is anything but a theoretical discussion; it’s grounded in real-world experience, and highly relevant for utilities seeking to improve their performance with often limited resources.

The workshop takeaway was clear: Management matters, and performance improvement doesn’t necessarily require massive investment. Clear intentions, structures, and peer learning can make a huge difference. This event did not end with iron-cast conclusions, but instead with a shared commitment to continue sharing ideas and improving the way utilities are run, day by day.

See all photos attached here below!