Quality of Service Performance Benchmarking – Support to Energy Regulators in Europe & Eurasia

VIS was commissioned by the National Association of Regulatory Utility Commissioners (NARUC), under USAID funding, to assist energy regulators in ten countries across Europe and Eurasia—including Albania, Armenia, Bosnia & Herzegovina, Georgia, Kosovo, Moldova, Montenegro, North Macedonia, Serbia, and Ukraine—in developing a common framework for monitoring electricity distribution quality of service and setting performance standards.
The project involved analyzing international best practices, evaluating existing regulatory frameworks, and collaborating with national regulatory authorities (NRAs) and utilities to design harmonized quality indicators and data collection templates. VIS developed tailored roadmaps for each NRA, identified country-specific barriers to data collection and enforcement, and proposed practical benchmarking methodologies. The project concluded with detailed recommendations and clarified roles and responsibilities for effective implementation and oversight.