@article{leite2026enhancing,
  title = {Enhancing Efficiency in Urban Water Services: Applying the Balanced Scorecard to the Portuguese Municipal Company AEP},
  author = {Joaquim LEITE and Cecília CARMO and Gastão CORREIA},
  year = 2026,
  url = {https://ibimapublishing.com/articles/IBIMABR/2026/765158/},
  journal = {IBIMA Business Review},
  volume = 2026,
  pages = 10,
  doi = 10.5171/2026.765158,
  abstract = {This study explores how the Balanced Scorecard (BSC) can enhance strategic management practices aimed at minimizing treated water losses in a municipal water utility. Although operational efficiency has shown improvement, unbilled treated water remained notably high in 2020, exceeding 17% during distribution. This ongoing inefficiency underscores the importance of systematic, theory-informed approaches for sustainable performance enhancement. A mixed-methods design was employed, combining qualitative insights with quantitative data derived from financial statements and managerial forecasting tools. These inputs were synthesized into a strategic map aligned with the four BSC perspectives, enabling the effective translation of strategy into measurable objectives. Findings indicate that implementing the BSC strengthened organizational alignment, refined planning processes, and enhanced performance assessment. The framework also clarified the connections between financial outcomes and non-financial performance drivers. Particular attention was given to the learning and growth perspective, highlighting the crucial role of employee engagement in addressing inefficiencies. This focus supports improvements in internal processes, such as technological modernization and infrastructure upgrades, which contribute to stronger customer relationships and increased awareness of efficient water use. Overall, the study confirms the BSC as a valuable tool for strategic governance and evidence-based decision-making in the water utility sector.},
  keywords = {Balanced Scorecard (BSC), Resource Efficiency, Urban Water Utility Performance, Sustainability in Water Services.},
  note = Article ID: 765158
}