R-303
Regulating Quality of Service: Planning Compliance Monitoring, and Enforcement
CEUs: 6.0
Course Description
This course will give regulatory authorities the practical tools for constructing a quality of service (QoS) program for regulated utilities.
QoS programs involve a combination of instruments, including regulations directly related to QoS measures, standards with their corresponding indicators, and enforcement and compliance mechanisms.
This course describes these various instruments that can be used to construct a QoS program, while covering involvement with stakeholders as a way to inform decisions related to QoS.
Learning Outcomes
Through successful completion of this course, participants will be able to:
- Identify various types of QoS programs that can be constructed
- Discuss the instruments that can be used to put these programs into action
- Explain the relationship between QoS and rates
- Assess how the regulator can monitor, enforce, and incentivize the achievement of standards
- Create consumer outreach and communication programs to improve feedback capabilities
- Develop an action plan to create a QoS program
Who Will Benefit
- Commissioners, directors and key staff of regulatory authorities, as well as officials of ministries with responsibility involving public service
- Directors and key managers of publicly- and privately-regulated utilities
- Consumer advocates, housing, and social welfare representatives
- Staff of bilateral and multilateral international organizations