The objective of this work is to develop a decision support methodology intended for drinking water utility managers in order to support them in the challenge of achieving better performance in the management of the customer area. This methodology requires the prior collection of data for the identification of registered claims. Subsequently, an evaluation of the performance of the customer area defined by the objective ‘Better listening to customer claims’ will be carried out; this requires the structuring of the objective in a hierarchy based on indicators and the adoption of two adequate decision support tools, a fuzzy-AHP for weighting the elements and WASPAS for calculating the performance of the objective. An application is carried out on the water utility of the Wilaya of Bejaia (Algeria). The data collection enabled the identification of 19 types of claims divided into three aspects. The combination of fuzzy-AHP and WASPAS allowed assessment of the performance of the objective during the period 2014–2018 and to make a judgment on the national policy established. The results are satisfactory. Progress has been made in claims management, but the major difficulty lies in the claims processing relating to the quantitative aspect.

The aim of this study is to develop a methodological tool for the sustainable management of drinking water supply service (DWSS), taking into account local specificities of Algeria. This research is supporting the water utility (Algérienne Des Eaux: ADE) in its challenges to improve the quality of services undertaken for customers. The methodology consists of a construction phase and an evaluation phase. The construction phase is to identify the prior objectives and sub-objectives, as well as criteria and indicators of sustainability associated with them. The evaluation phase is to evaluate the performance of DWSS. The aggregation of indicators and criteria is carried out with the weighted sum method, the weighting is done with the analytical hierarchy process (AHP) method.The application takes place in the DWSS of Bejaia city, Algeria. The evaluation of the objective's performance studied in this paper showed a good level of performance. This tool has allowed the identification of indicators to improve. Targeted decisions can further improve their performance.

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