1、BSI Standards PublicationBS ISO 24518:2015Activities relating to drinkingwater and wastewater services Crisis management of waterutilitiesBS ISO 24518:2015 BRITISH STANDARDNational forewordThis British Standard is the UK implementation of ISO 24518:2015.The UK participation in its preparation was en
2、trusted to TechnicalCommittee CB/503, Drinking water and wastewater service levels.A list of organizations represented on this committee can beobtained on request to its secretary.This publication does not purport to include all the necessaryprovisions of a contract. Users are responsible for its co
3、rrectapplication. The British Standards Institution 2015. Published by BSI StandardsLimited 2015ISBN 978 0 580 83943 6ICS 03.080.30; 13.060.01Compliance with a British Standard cannot confer immunity fromlegal obligations.This British Standard was published under the authority of theStandards Policy
4、 and Strategy Committee on 31 August 2015.Amendments issued since publicationDate Text affectedBS ISO 24518:2015 ISO 2015Activities relating to drinking water and wastewater services Crisis management of water utilitiesActivits relatives aux services de leau potable et de lassainissement Gestion de
5、crise des services publics de leauINTERNATIONAL STANDARDISO24518First edition2015-08-01Reference numberISO 24518:2015(E)BS ISO 24518:2015ISO 24518:2015(E)ii ISO 2015 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2015, Published in SwitzerlandAll rights reserved. Unless otherwise specified, no
6、part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISOs member
7、 body in the country of the requester.ISO copyright officeCh. de Blandonnet 8 CP 401CH-1214 Vernier, Geneva, SwitzerlandTel. +41 22 749 01 11Fax +41 22 749 09 47copyrightiso.orgwww.iso.orgBS ISO 24518:2015ISO 24518:2015(E)Foreword vIntroduction vi1 Scope . 12 Normative references 13 Terms and defini
8、tions . 13.1 Terms relating to “plan” 13.2 Terms relating to “do” . 33.3 Terms relating to “check” . 43.4 Terms relating to “act” 44 Context of the organization . 54.1 Understanding the organization and its context . 54.2 Understanding the needs and expectations of interested parties 54.3 Determinin
9、g the scope of the crisis management system . 54.4 Crisis management system . 54.4.1 General 54.4.2 Phases and activities over the course of a crisis . 55 Leadership 65.1 Leadership and commitment . 65.2 Policy . 75.3 Structural organization for responding to crisis situations . 85.3.1 General 85.3.
10、2 Tasks and structure of the crisis management team 85.4 Organization roles, responsibilities and authorities 86 Planning . 96.1 Actions to address risks and opportunities . 96.2 Elements of the crisis management plan Pre-Crisis phase .106.3 Crisis objectives and planning to achieve them .107 Suppor
11、t 117.1 Resources 117.2 Competence 117.3 Awareness 127.4 Communication . 127.4.1 General. 127.4.2 Crisis management system communications Internal 127.4.3 Crisis management system communications External .127.5 Documented information 137.5.1 General. 137.5.2 Creating and updating 137.5.3 Control of
12、documented information 148 Operation 148.1 Operational planning and control . 148.2 Response . 148.2.1 General. 148.2.2 Activating the crisis management team 158.2.3 Work flow of the crisis management team .168.2.4 Communications and cooperation 178.3 Recovery to normal operation 179 Performance eva
13、luation 189.1 Monitoring, measurement, analysis and evaluation 189.1.1 Monitoring and review of the implementation of the crisis management system 18 ISO 2015 All rights reserved iiiContents PageBS ISO 24518:2015ISO 24518:2015(E)9.2 Internal audit . 199.3 Management review 2010 Improvement .2010.1 N
14、onconformity and corrective action 2010.2 Continual improvement . 21Bibliography .22iv ISO 2015 All rights reservedBS ISO 24518:2015ISO 24518:2015(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work o
15、f preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmenta
16、l, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.The procedures used to develop this document and those intended for its further maintenance are described in the IS
17、O/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives). Attention is drawn to the possibil
18、ity that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified during the development of the document will be in the Introduction and/or on the ISO list of pa
19、tent declarations received (see www.iso.org/patents). Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.For an explanation on the meaning of ISO specific terms and expressions related to conformity assessment, as well as inf
20、ormation about ISOs adherence to the WTO principles in the Technical Barriers to Trade (TBT) see the following URL: Foreword - Supplementary informationThe committee responsible for this document is ISO/TC 224, Service activities relating to drinking water supply systems and wastewater systems Quali
21、ty criteria of the service and performance indicators. ISO 2015 All rights reserved vBS ISO 24518:2015ISO 24518:2015(E)IntroductionWater is the source of life, without which humans, as well as other species, cannot survive. In many countries, there is a lack of knowledge regarding the crisis managem
22、ent of drinking water and wastewater services.Impairment of the drinking water service would change the quality of life of the affected population in the immediate period while in the medium-term period it could affect their ability to survive; therefore, the continuous and orderly supply of drinkin
23、g water is of paramount importance for the population. On the other hand, the collection and safe disposal of sanitary wastewater and drainage storm-water is also important if epidemics and general poisoning by contamination as well as urban inundation are to be prevented and in order to protect the
24、 environment.This guideline describes the fundamentals of a crisis management system, including relevant recommendations for water utilities.This guideline deals with situations where the normal supply of potable water or collection and treatment of wastewater are interrupted because of a crisis sit
25、uation. It enumerates steps that should be taken in preparing the organization for a crisis situation (pre-crisis phase). It then provides general International Standards as to how a crisis should be dealt with (the crisis phase). Guidelines on re-establishing services (post-crisis phase) and on dra
26、wing conclusions and revising procedures for future events follow.This guideline follows the Plan-Do-Check-Act (PDCA) approach to crisis management. This is a continuous process of ascertaining whether any organization has at its disposal the means for responding successfully to any crisis.The appro
27、ach of an organization when preparing for any crisis should encompass all pertinent aspects of water supply and the collection and treatment of wastewater. The organization needs to cooperate with all relevant authorities concerned with the crisis. Efficient crisis management should ensure that the
28、actions taken before, during, and after the crisis should consider the natural environment as well as the impact on the health and wellbeing of the population. Effective communications with the public are necessary to mitigate or prevent panic and to establish trust in the organization by disclosing
29、 important information appropriately in the area affected by a crisis or in neighbouring areas.This International Standard is complemented with an International Standard named “Activities relating to drinking water and wastewater services Crisis management of water utilities Good practice for techni
30、cal aspects” to be published.The objective of this International Standard is not to lay down systems or specifications supporting direct certification of conformity, but to provide International Standards for crisis management in water utilities. The use of this International Standard is voluntary i
31、n accordance with rules.vi ISO 2015 All rights reservedBS ISO 24518:2015Activities relating to drinking water and wastewater services Crisis management of water utilities1 ScopeThis International Standard provides general guidance to water utilities to develop and implement a crisis management syste
32、m.This International Standard may be applicable to all sizes of public or private water utilities that want to prepare, respond, and recover from a crisis.2 Normative referencesThe following documents, in whole or in part, are normatively referenced in this document and are indispensable for its app
33、lication. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies.ISO 24510, Activities relating to drinking water and wastewater services Guidelines for the assessment and for the improvement of t
34、he service to usersISO 24511, Activities relating to drinking water and wastewater services Guidelines for the management of wastewater utilities and for the assessment of wastewater servicesISO 24512, Activities relating to drinking water and wastewater services Guidelines for the management of dri
35、nking water utilities and for the assessment of drinking water services3 Terms and definitionsFor the purposes of this document, the terms and definitions given in ISO 24510, ISO 24511, ISO 24512 and the following apply.NOTE Where there are conflicting terms and definitions, the terms and definition
36、s given in this International Standard should be used.3.1 Terms relating to “plan”3.1.1organizationperson or group of people that has its own functions with responsibilities, authorities and relationships to achieve its objectives (3.1.6)Note 1 to entry: The concept of organization includes, but is
37、not limited to sole-trader, company, corporation, firm, enterprise, authority, partnership, charity or institution, or part or combination thereof, whether incorporated or not, public or private.Note 2 to entry: For the purposes of this International Standard the organization will usually be a water
38、 utility.3.1.2interested partystakeholderperson or organization (3.1.1) that can affect, be affected by, or perceive themselves to be affected by a decision or activityINTERNATIONAL STANDARD ISO 24518:2015(E) ISO 2015 All rights reserved 1BS ISO 24518:2015ISO 24518:2015(E)3.1.3requirementneed or exp
39、ectation that is stated, generally implied or obligatoryNote 1 to entry: “Generally implied” means that it is custom or common practice for the organization and interested parties that the need or expectation under consideration is implied.3.1.4top managementperson or group of people who directs and
40、 controls an organization (3.1.1) at the highest levelNote 1 to entry: Top management has the power to delegate authority and provide resources within the organization.Note 2 to entry: If the scope of the management system (3.2.1) covers only part of an organization then top management refers to tho
41、se who direct and control that part of the organization.Note 3 to entry: A specified requirement is one that is stated, for example in documented information.3.1.5policyintentions and direction of an organization (3.1.1) as formally expressed by its top management (3.1.4)3.1.6objectiveresult to be a
42、chievedNote 1 to entry: An objective can be strategic, tactical, or operational.Note 2 to entry: Objectives can relate to different disciplines (such as financial, health and safety, and environmental goals) and can apply at different levels such as strategic, organization-wide, project, product and
43、 process (3.2.4).Note 3 to entry: An objective can be expressed in other ways, e.g. as an intended outcome, a purpose, an operational criterion, as a crisis (3.1.8) objective or by the use of other words with similar meaning (e.g. aim, goal, or target).Note 4 to entry: In the context of crisis manag
44、ement systems crisis (3.1.8) objectives are set by the organization, consistent with the crisis management policy, to achieve specific results.3.1.7riskeffect of uncertaintyNote 1 to entry: An effect is a deviation from the expected positive or negative.Note 2 to entry: Uncertainty is the state, eve
45、n partial, of deficiency of information related to understanding or knowledge of an event, its consequence, or likelihood.Note 3 to entry: Risk is often characterized by reference to potential events (ISO Guide 73, 3.5.1.3) and consequences (ISO Guide 73, 3.6.1.3), or a combination of these.Note 4 t
46、o entry: Risk is often expressed in terms of a combination of the consequences of an event (including changes in circumstances) and the associated likelihood (ISO Guide 73, 3.6.1.1) of occurrence.3.1.8crisisevent or situation which affects or is likely to affect the organization or its provided serv
47、ices which requires more than the usual means of operation and/or organizational structures to deal with it2 ISO 2015 All rights reservedBS ISO 24518:2015ISO 24518:2015(E)3.2 Terms relating to “do”3.2.1management systemset of interrelated or interacting elements of an organization (3.1.1) to establi
48、sh policies (3.1.5) and objectives (3.1.6) and processes (3.2.4) to achieve those objectivesNote 1 to entry: A management system can address a single discipline or several disciplines.Note 2 to entry: The system elements include the organizations structure, roles and responsibilities, planning, oper
49、ation, etc.Note 3 to entry: The scope of a management system may include the whole of the organization, specific and identified functions of the organization, specific and identified sections of the organization, or one or more functions across a group of organizations.3.2.2competenceability to apply knowledge and skills to achieve intended results3.2.3documented informationinformation required to be controlled and maintained by an organization (3.1.1) and the medium on which it is containedNote 1 to entry: Documented informati
