1、BRITISH STANDARDBS ISO 24512:2007Activities relating to drinking water and wastewater services Guidelines for the management of drinking water utilities and for the assessment of drinking water servicesICS 13.060.20; 93.025g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48
2、g44g54g54g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 24512:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 May 2008 BSI 2008ISBN 978 0 580 55421 6National for
3、ewordThis British Standard is the UK implementation of ISO 24512:2007. 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.
4、 The attention 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 reg
5、ulatory requirements 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 Informat
6、ion Note 7, Customer Service: Overall Performance Assessment (OPA) No. 1159; 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 withd
7、rawal and wastewater discharge; 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 ele
8、ment of integrated water resources 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 serv
9、ed, because the quality and 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
10、 that the management of water utilities be transparent to and inclusive of all stakeholders identified in accordance with the local context. BS ISO 24512:2007viiThere is a broad array of types of stakeholders that can play a role in activities related to water services. Examples of such stakeholders
11、 include: governments or public 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
12、play an overview role (e.g. 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) fo
13、r overseeing the activities 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 ensur
14、ing involvement of all stakeholders 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 wastewa
15、ter, under economic and social 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-te
16、rm sustainability of the service. 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 wa
17、ter tariffs generally aim at 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
18、 and efficiency of service. 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,
19、 consistent with the overarching 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 t
20、asks that fall within the scope of water utilities. The series of standards addressing water services consists of ISO 24510 (service-oriented), ISO 24511 and this International Standard (both management-oriented). ISO 24510 addresses the following topics: a brief description of the components of the
21、 service relating to 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
22、 assessment criteria that can be used for assessing the performance of the service. BS ISO 24512:2007viii ISO 24511 and this International Standard address the following topics: a brief description of the physical/infrastructural and managerial/institutional components of water utilities; core objec
23、tives for water utilities, considered 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 criter
24、ia. The performance indicators presented in this International Standard, ISO 24510 and ISO 24511 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 ins
25、ide a users premises. However, 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
26、-of-discharge) by the installations 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, t
27、his International Standard does 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
28、 with the free choice of the 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 gui
29、delines given in this International Standard, ISO 24510 and ISO 24511 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 24
30、510 and ISO 24511 while respecting 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. T
31、his can be due to factors such 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
32、 restrict the implementation 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
33、in terms of engineering and 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
34、 indicators (PIs) or other methods 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
35、described in this International Standard, ISO 24510 and ISO 24511. 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 no
36、t impose any specific indicator 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 24511, and more specifically the performance i
37、ndicators given as examples, be considered 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. BS ISO 24512:2007ixThe objective of th
38、is International Standard, ISO 24510 and ISO 24511 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 24511 i
39、s voluntary, in accordance with ISO rules. This International Standard, ISO 24510 and ISO 24511 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 establishin
40、g performance indicators, with 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 24511 does not depend upon adop
41、tion of the ISO 9000 series and/or the ISO 14000 series of standards. Nevertheless, this International Standard, ISO 24510 and ISO 24511 are consistent with those management systems standards. Implementation of an overall ISO 9001 and/or ISO 14001 management system can facilitate the implementation
42、of the guidelines contained within this International Standard, ISO 24510 and ISO 24511; 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 B
43、S ISO 24512:2007x 0.4 Drinking water supply services When reading this International Standard, it is important to bear in mind that utilities have constructed infrastructure and facilities that are operated primarily to supply drinking water to users of the service. Many utilities can supply the use
44、rs either by direct pipe connection or by other means (e.g. trucks, bottles). In broad terms, the social objectives of the service are to promote public health and social and economic development, while protecting the environment. This International Standard only applies to services to and at the po
45、int-of-delivery to the user (which can be different from the point-of-consumption or use). The function of utilities is to provide drinking water for civil life, urban activities and industrial or other uses. The supply of drinking water is considered to be a core activity on which society depends,
46、and it therefore has a social as well as a public welfare role. Supplying drinking water involves the abstraction of water from the environment and the construction of infrastructure having a lifetime typically stretching over several human generations. This suggests that intergenerational equity an
47、d regard also need to be a feature of the assessment of the service. Consequently, a water utility, regardless of ownership, is public in nature and will be subject to public scrutiny and policy. NOTE Intergenerational equity is a concept which recognizes that current societies or populations should
48、 not take actions or ignore current responsibilities that result in unfairly shifting economic or social burdens to future generations. Operationally, under normal conditions, the broad objectives of a utility are to supply drinking water on a continuous basis. Some utilities cannot provide drinking
49、 water on a continuous, 24-hours-a-day, 7-days-a-week basis, nor is there an expectation that this will be achieved. Often these utilities are those that cannot deliver safe drinking water. In such cases, an intermittent but scheduled supply would be satisfactory if quantities supplied are sufficient to meet users reasonable demands. The drinking water needs to be suitable for direct human consumption in accordance with local potability requirements, regardless of the other uses made of the water delivered. Efforts need to be made to achieve t
