Abstract
The Water and Sanitation Division (INE/WSA) of the IADB is developing tools to assist operators of water companies in the identification and adoption of best practices in various management areas. At the request of various operators, the Bank has decided to develop a tool for evaluating customer management practices in use by water and sewerage utilities. The tool, presented here, is an Excel program, using macros in Visual Basic, and designed to be "freestanding".
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