The development and implementation of the National Portal for customers’ satisfaction related to water supply, and purification-sewerage services represents the main goal of a national research project developed in a partnership built by the involvement of the academic area, Romanian Water Association and a private IT company. The project aims at developing a model to measure the customers’ satisfaction, by designing the methodology, main indicators, tools, and the institutional framework for the assessment of the end-users’ satisfaction related to the water supply services. One main objective of the project is represented by the development of a virtual environment which will support the online interaction among the main actors involved in the evaluation of the water quality and in the decisional process concerning the improvement of this service. The main information sources used in the benchmarking process will be represented by the customers’ opinion and the water services providers’ technical data. The analysis and the correlation of these two types of information will support the identification of short-, medium- and long-term trends and scenarios concerning the quality of the water supply and purification-sewerage services. This barometer will be an important tool in the quality management of the public utility services.
customer satisfaction, e-citizen, statistic model, water quality
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