1、BRITISH STANDARDBS ISO 24510:2007Activities relating to drinking water and wastewater services Guidelines for the assessment and for the improvement of the service to usersICS 03.080.30; 13.060.20; 13.060.30g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g54g44g50g
2、49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 24510:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 May 2008 BSI 2008ISBN 978 0 580 55419 3National forewordThis Britis
3、h Standard is the UK implementation of ISO 24510:2007. The UK participation in its preparation was entrusted to Technical Committee CB/503, Drinking water and wastewater service levels.A list of organizations represented on this committee can be obtained on request to its secretary.The attention of
4、users is drawn to the existence of legislation or regulatory requirements that may over-ride some provisions of this British Standard. Up-to-date advice should be sought from appropriate regulatory authorities. The attention of users is drawn in particular to the legislation or regulatory requiremen
5、ts of the following: The Guaranteed Standards Scheme (GSS) which is monitored by the Water Services Regulation Authority (Ofwat) and set out in statutory instruments 2000 No. 2301, 1996 No. 3065, 1993 No. 500, 1989 Nos. 1383 and 1989; Water Industry Commission for Scotland Information Note 7, Custom
6、er Service: Overall Performance Assessment (OPA) No. 1159; This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application.Compliance with a British Standard cannot confer immunity from legal obligations.Amendments/corrigenda
7、 issued since publicationDate Comments Water definition of sanitary rules and organization for assessment of compliance; processes to assure consistency between the policies regarding urban development and water utility infrastructure; regulation for water withdrawal and wastewater discharge; inform
8、ation to the users and to the communities. 0.2 Water utilities: general objectives In addition to public health protection, sound management of the drinking water and wastewater utilities (hereinafter jointly referred to as “water utilities”) is an essential element of integrated water resources man
9、agement. When applied to these utilities, sound management practices will contribute, both quantitatively and qualitatively, to sustainable development. Sound utility management also contributes to social cohesion and economic development of the communities served, because the quality and efficiency
10、 of water services have implications for virtually all activities of society. As water is considered a “social good” and activities related to water services support the three aspects (economic, social and environmental) of sustainable development: it is logical that the management of water utilitie
11、s be transparent to and inclusive of all stakeholders identified in accordance with the local context. BS ISO 24510:2007viiThere is a broad array of types of stakeholders that can play a role in activities related to water services. Examples of such stakeholders include: governments or public agenci
12、es (international, national, regional or local) acting with legal or legislative authority; associations of the utilities themselves (e.g. international, regional/multinational and national drinking water or wastewater associations; autonomous bodies seeking to play an overview role (e.g. organizati
13、ons concerned, such as non-governmental organizations); users and associations of water users. The relationships between stakeholders and water utilities vary around the world. In many countries, there are bodies that have responsibility (in whole or in part) for overseeing the activities related to
14、 water services, whether the utilities are publicly or privately owned or operated and whether they are regulated by relevant authorities or acting in a system of technical self-regulation. Standardization and technical self-regulation are possible ways of ensuring involvement of all stakeholders an
15、d meeting the subsidiarity principle. The aim of water utilities is logically to offer services to everybody in the area of responsibility of the utility, and to provide users with a continuous supply of drinking water and the collection and treatment of wastewater, under economic and social conditi
16、ons that are acceptable to the users and to the utility. Water utilities are expected to meet the requirements of relevant authorities and the expectations specified by the responsible bodies in conjunction with the other stakeholders, while ensuring the long-term sustainability of the service. In a
17、 context of scarcity of resources, including financial resources, it is advisable that the investments made in installations be appropriate and that necessary attention be paid to proper maintenance and effective use of the installations. It is advisable that water tariffs generally aim at meeting c
18、ost-recovery principles and at promoting efficiency in the use of the resources, while striving to maintain affordable basic access to water services. It is advisable that the stakeholders be involved in both setting service objectives and assessing the adequacy and efficiency of service. 0.3 Object
19、ives, content and implementation of this International Standard The objective of this International Standard is to provide the relevant stakeholders with guidelines for assessing and improving the service to users, and with guidance for managing water utilities, consistent with the overarching goals
20、 set by the relevant authorities and by the international intergovernmental organizations noted above. This International Standard is intended to facilitate dialogue between the stakeholders, enabling them to develop a mutual understanding of the functions and tasks that fall within the scope of wat
21、er utilities. The series of standards addressing water services consists of this International Standard (service-oriented), ISO 24511 and ISO 24512 (both management-oriented). This International Standard addresses the following topics: a brief description of the components of the service relating to
22、 the users; core objectives for the service, with respect to users needs and expectations; guidelines for satisfying users needs and expectations; assessment criteria for service to users in accordance with the provided guidelines; examples of performance indicators linked to the assessment criteria
23、 that can be used for assessing the performance of the service. ISO 24511 and ISO 24512 address the following topics: BS ISO 24510:2007viii a brief description of the physical/infrastructural and managerial/institutional components of water utilities; core objectives for water utilities, considered
24、to be globally relevant at the broadest level; guidelines for the management of the water utilities; guidelines for the assessment of the water services with service assessment criteria related to the objectives, and performance indicators linked to these criteria. The performance indicators present
25、ed in this International Standard, ISO 24511 and ISO 24512 are simply for purposes of illustration, because assessing the service to users cannot be reduced to a single or universal set of performance indicators. The scope formally excludes the installations inside a users premises. However, attenti
26、on is drawn to the fact that the quality of the supplied water (or discharged wastewater) can be adversely impacted between the point-of-delivery (or, in the case of wastewater, the point-of-collection), and the point-of-use (or, in case of wastewater, the point-of-discharge) by the installations in
27、side the premises. Some stakeholders, e.g. relevant authorities, owners, contractors and users, can have a role to play regarding this issue. Because the organization of water utilities falls within a legal and institutional framework specific to each country, this International Standard does not pr
28、escribe the respective roles of various stakeholders, nor does it define required internal organizations for local, regional or national bodies that can be involved in the provision of water services. In particular, this International Standard does not interfere with the free choice of the responsib
29、le bodies regarding the general organization and the management of their utilities. This International Standard is applicable to publicly and privately owned and operated utilities alike, and does not favour any particular ownership or operational model. The guidelines given in this International St
30、andard, ISO 24511 and ISO 24512 focus on users needs and expectations and on the water services themselves, without imposing a means of meeting those needs and expectations, the aim being to permit the broadest possible use of this International Standard, ISO 24511 and ISO 24512 while respecting the
31、 cultural, socio-economic, climatic, health and legislative characteristics of the different countries and regions of the world. It should therefore be understood that, in the short term, it might not always be possible to meet the expectations of local users. This can be due to factors such as clim
32、ate conditions, resource availability and difficulties relating to the economic sustainability of the water services, particularly regarding financing and the users ability to pay for improvements. These conditions can limit the achievement of some objectives or restrict the implementation of some r
33、ecommendations in developing countries. However, this International Standard is drafted with such constraints in mind and, for example, allows for differing levels of fixed networks and the need for on-site alternatives. Notwithstanding the need for flexibility in terms of engineering and hardware,
34、many recommendations in this International Standard, such as consultation mechanisms, are intended to apply universally. In order to assess and improve the service to users and to ensure proper monitoring of the improvements, an appropriate number of performance indicators (PIs) or other methods for
35、 checking compliance with requirements can be established. The use of PIs is only one of the possible support tools for continuous improvement. Stakeholders can select PIs from the examples given or develop other relevant PIs, taking into account the principles described in this International Standa
36、rd, ISO 24511 and ISO 24512. The PIs logically relate to the objectives for which they are defined through the assessment criteria, and are used to measure performance. They can also be used to set required or targeted values. This International Standard does not impose any specific indicator or any
37、 minimum value or performance range. It respects the principle of adaptability to local contexts, facilitating local implementation. While it is in no way intended that this International Standard, ISO 24511 and ISO 24512, and more specifically the performance indicators given as examples, be consid
38、ered as a prerequisite or condition for the implementation of a water policy or for the financing of projects or programmes, they can serve to assess progress towards policy goals and the objectives of financing programmes. The objective of this International Standard, ISO 24511 and ISO 24512 is not
39、 to lay down systems of specifications supporting direct certification of conformity, but to provide guidelines for the continuous BS ISO 24510:2007iximprovement and for the assessment of the service. Use of this International Standard, ISO 24511 and ISO 24512 is voluntary, in accordance with ISO ru
40、les. This International Standard, ISO 24511 and ISO 24512 are consistent with the principle of the “plan-do-check-act” (PDCA) approach: they propose a step-by-step process, from identifying the components and defining the objectives of the utility to establishing performance indicators, with a loop
41、back to the objectives and to the management, after having assessed the performances. Figure 1 summarizes the content and application of this International Standard. Implementation of this International Standard, ISO 24511 and ISO 24512 does not depend upon adoption of the ISO 9000 series and/or the
42、 ISO 14000 series of standards. Nevertheless, this International Standard, ISO 24511 and ISO 24512 are consistent with those management systems standards. Implementation of an overall ISO 9001 and/or ISO 14001 management system can facilitate the implementation of the guidelines contained within thi
43、s International Standard, ISO 24511 and ISO 24512; conversely, these guidelines can help to achieve the technical provisions of ISO 9001 and ISO 14001 for organizations choosing to implement them. Figure 1 Content and application of this International Standard 0.4 Service to users This International
44、 Standard is different in nature from ISO 24511 and ISO 24512. The target audience of this International Standard addresses users expectations that pertain to relevant authorities, responsible bodies and operators. It is written from the perspective of the users rather than from that of the water ut
45、ility. Consequently, parts of this International Standard, ISO 24511 and ISO 24512 relate to the same issues, but the guidelines they contain are complementary, due to their differences in perspective and target audience. BS ISO 24510:2007blank1Activities relating to drinking water and wastewater se
46、rvices Guidelines for the assessment and for the improvement of the service to users 1 Scope This International Standard specifies the elements of drinking water and wastewater services of relevance and interest to users. It also provides guidance on how to identify users needs and expectations and
47、how to assess whether they are being met. The following are within the scope of this International Standard: the definition of a language common to the different stakeholders; the definition of key elements and characteristics of the service to users; the objectives for the service with respect to u
48、sers needs and expectations; guidelines for satisfying users needs and expectations; service to users assessment criteria; introduction to performance indicators; examples of performance indicators. The following are outside the scope of this International Standard: methods of design and constructio
49、n of drinking water and wastewater systems; the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting; topics relating to the system inside buildings. NOTE 1 This International Standard, ISO 24511 and ISO 24512 comprise a series of standards addressing water services. It is therefore advisable to use these three International Standards in conjunction with each other. NOTE 2 The list of terms and definitions in Cl
