1、BRITISH STANDARDBS ISO 24511:2007Activities relating to drinking water and wastewater services Guidelines for the management of wastewater utilities and for the assessment of wastewater servicesICS 13.060.30; 93.030g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g5
2、4g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 24511:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 May 2008 BSI 2008ISBN 978 0 580 55420 9National forewordThi
3、s British Standard is the UK implementation of ISO 24511:2007.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 atte
4、ntion of 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 r
5、equirements 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
6、7, Customer 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/
7、corrigenda 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 dischar
8、ge; information 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 res
9、ources management. 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
10、efficiency 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 wate
11、r utilities be transparent to and inclusive of all stakeholders identified in accordance with the local context. BS ISO 24511:2007viiThere 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 pub
12、lic agencies (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.
13、organizations 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
14、related to 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 stake
15、holders and 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 soci
16、al conditions 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 ser
17、vice. In a 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
18、 meeting cost-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.
19、0.3 Objectives, 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 overarc
20、hing goals 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 sc
21、ope of water utilities. The series of standards addressing water services consists of ISO 24510 (service-oriented), this International Standard and ISO 24512 (both management-oriented). ISO 24510 addresses the following topics: a brief description of the components of the service relating to the use
22、rs; 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; BS ISO 24511:2007viii examples of performance indicators linked to the asses
23、sment criteria that can be used for assessing the performance of the service. This International Standard and ISO 24512 address the following topics: a brief description of the physical/infrastructural and managerial/institutional components of water utilities; core objectives for water utilities, c
24、onsidered 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 indicato
25、rs presented in this International Standard, ISO 24510 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. Howeve
26、r, attention 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 instal
27、lations inside 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 d
28、oes not prescribe 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
29、 responsible 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 Intern
30、ational Standard, ISO 24510 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 24510 and ISO 24512 while resp
31、ecting the 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 su
32、ch as climate 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
33、 of some recommendations 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
34、hardware, 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 m
35、ethods for 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 Internatio
36、nal Standard, ISO 24510 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 indica
37、tor or any 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 24510 and ISO 24512, and more specifically the performance indicators given as examples,
38、 be considered as a prerequisite or condition for BS ISO 24511:2007ixthe 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, I
39、SO 24510 and ISO 24512 is not to lay down systems of specifications supporting direct certification of conformity, but to provide guidelines for the continuous improvement and for the assessment of the service. Use of this International Standard, ISO 24510 and ISO 24512 is voluntary, in accordance w
40、ith ISO rules. This International Standard, ISO 24510 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, wi
41、th a loop 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 24510 and ISO 24512 does not depend upon adoption of the ISO 9000 series
42、and/or the ISO 14000 series of standards. Nevertheless, this International Standard, ISO 24510 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
43、within this International Standard, ISO 24510 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 BS ISO 24511:2007x 0.4 Wastew
44、ater services Wastewater systems are built and operated mainly to protect public health and the environment. The type of wastewater system needs to be chosen and adapted in context with the density of the population, climatic conditions, environmental requirements for treatment and the technical/soc
45、io-economical ability of the responsible body to implement it, operate it and maintain it. It needs to be cost effective and sustainable, as well as permitting phased development to overcome the financial constraints while not compromising the stated objectives. Operationally, the broad objectives o
46、f a utility are to provide wastewater collection services on a continuous or at least intermittent basis (depending on the service mechanism chosen), meeting the related capacity requirements. Methods of wastewater treatment and/or disposal need to correspond to the chosen collection system. Appropr
47、iately treated wastewater is eventually returned to the environment and can have significant impact on both quantity and quality of natural water resources. Effective and safe management of residues resulting from wastewater treatment, including their final disposal or reuse, is becoming increasingl
48、y important due to concerns about both environmental protection and resource conservation. Since it often has a lifetime stretching over several human generations, wastewater infrastructure needs to demonstrate intergenerational equity. Consequently, a wastewater utility, regardless of ownership, is
49、 public in nature and will be subject to public scrutiny and policy. Other criteria, such as cost/affordability and service sustainability, are addressed in appropriate clauses of this International Standard. BS ISO 24511:20071Activities relating to drinking water and wastewater services Guidelines for the management of wastewater utilities and for the assessment of wastewater services 1 Scope This International Standard provides guidelines for the management of wastewater utilities and for the assessment of wastewater services. This Internatio
