1、BS ISO 24523:2017Service activities relating todrinking water supply systemsand wastewater systems Guidelines for benchmarking ofwater utilitiesBSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06BS ISO 24523:2017 BRITISH STANDARDNational forewordThis British Standard is
2、 the UK implementation of ISO 24523:2017.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.This publication does not purpo
3、rt to include all the necessary provisions of a contract. Users are responsible for its correct application. The British Standards Institution 2017.Published by BSI Standards Limited 2017ISBN 978 0 580 89179 3 ICS 03.080.30; 13.060.20; 13.060.30 Compliance with a British Standard cannot confer immun
4、ity from legal obligations.This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 March 2017.Amendments/corrigenda issued since publicationDate T e x t a f f e c t e dBS ISO 24523:2017 ISO 2017Service activities relating to drinking water supply
5、systems and wastewater systems Guidelines for benchmarking of water utilitiesActivits de service relatives aux systmes dalimentation en eau potable et aux systmes dassainissement Lignes directrices pour le benchmarking des services publics de leauINTERNATIONAL STANDARDISO24523First edition2017-02Ref
6、erence numberISO 24523:2017(E)BS ISO 24523:2017ISO 24523:2017(E)ii ISO 2017 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2017, Published in SwitzerlandAll rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any mea
7、ns, 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 body in the country of the requester.ISO copyright officeCh. de Blandonnet 8 CP 401CH-121
8、4 Vernier, Geneva, SwitzerlandTel. +41 22 749 01 11Fax +41 22 749 09 47copyrightiso.orgwww.iso.orgBS ISO 24523:2017ISO 24523:2017(E)Foreword ivIntroduction v1 Scope . 12 Normative references 13 Terms and definitions . 14 Benchmarking Objectives, work steps and characteristics 44.1 Objectives. 44.2 P
9、erformance assessment and performance improvement . 44.3 Benchmarking work steps 54.4 Requirements on performance indicator systems for drinking water and wastewater services . 84.5 Benchmarking at different levels of detail . 105 Notes and recommendations for benchmarking projects 125.1 General 125
10、.2 Comparability of benchmarking objects 125.3 Notes for project organization, project management and data management .125.3.1 Project organization .125.3.2 Project management of the overall project 125.3.3 Data management 135.4 Requirements on the personnel involved . 136 Results and their applicat
11、ion .136.1 Principle of confidentiality 136.2 Use and presentation of results in public . 136.3 Notes for the interpretation of results . 147 Project costs .14Annex A (informative) Checklist for clarification of the principles of cooperation and confidentiality in the treatment of data, information
12、and project results in benchmarking projects .15Annex B (informative) Examples for voluntary and industry based benchmarking projects .16Bibliography .17 ISO 2017 All rights reserved iiiContents PageBS ISO 24523:2017ISO 24523:2017(E)ForewordISO (the International Organization for Standardization) is
13、 a worldwide federation of national standards bodies (ISO member bodies). The work of 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 represen
14、ted on that committee. International organizations, governmental and non-governmental, 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
15、this document and those intended for its further maintenance are described in the ISO/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
16、 Directives, Part 2 (see www .iso .org/ directives).Attention is drawn to the possibility 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 th
17、e development of the document will be in the Introduction and/or on the ISO list of patent 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 volunt
18、ary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: www .iso .org/ iso/ foreword .html
19、.This document was prepared by Technical Committee ISO/TC 224, Service activities relating to drinking water supply systems and wastewater systems Quality criteria of the service and performance indicators.iv ISO 2017 All rights reservedBS ISO 24523:2017ISO 24523:2017(E)IntroductionBenchmarking is a
20、 systematic process for the identification, familiarization and adoption of successful practices from benchmarking partners. Typically, it is a continual or recurrent process. The primary aim of benchmarking is the performance improvement of benchmarking partners.Benchmarking provides a means of imp
21、roving technical and economic processes. The principal objectives of benchmarking in the water sector are performance improvements with particular emphasis on reliability, quality, customer service, sustainability, and economic efficiency. It provides those responsible in individual benchmarking par
22、tners with evidence to compare their processes with the most efficient equivalents among the wider group of benchmarking partners. Conclusions can then be drawn on opportunities or need for performance improvement.Potential consequential objectives can include communication with stakeholders. Releva
23、nt results of a benchmarking project can also be used to address the information needs of stakeholders, such as politicians, the public and supervisory/regulatory bodies. Care is to be taken to ensure that all relevant contextual information and influencing factors are comprehensively described to a
24、void inaccurate or misleading conclusions being drawn. Benchmarking might thus also support the outward transparency of the performance of services. However, it is intended to be remembered that the ultimate aim of benchmarking is to ensure that the overall operations of the service are as effective
25、, efficient and economical as possible.Successful benchmarking needs the commitment and conviction of the benchmarking partners management. Management know-how is needed when interpreting and analysing the results of performance assessment and in drawing conclusions. Additionally, benchmarking is a
26、process which can generate confidential data relating to individual benchmarking partners. Thus, the goodwill of benchmarking partners, the agreement of a code of conduct and trust in the entity that organizes the benchmarking are prerequisites for successful benchmarking. Participation in benchmark
27、ing is therefore often voluntary. However, participation can be a requirement, for example, from a regulatory authority.This document summarizes generally accepted criteria for successful benchmarking of drinking water and wastewater services and can be applied at all levels of detail and for any sp
28、ecific improvement objectives. These have been derived from common experiences where benchmarking has been applied as a two-step process; firstly for performance assessment and secondly for performance improvement (see list of examples of benchmarking projects in Annex B).This documents content repr
29、esents an open, shared and international approach by the water industry to the derivation of benchmarking good practice in the water sector. It builds on earlier work published jointly by the IWA4, Reference 5, AWWA and IWA6and DVGW and DWA7. The benchmarking process can be used by any type of drink
30、ing water/wastewater service provider, including small and medium enterprises. The approach in this document does not prefer any specific national, regulatory, commercial or professional associations benchmarking method. The approach described reflects good practice when taken as a whole.ISO 24510,
31、ISO 24511 and ISO 24512 provide guidelines for the assessment and for the improvement of the service to users and the management of the water utilities but do not present detailed assessment and improvement procedures. This document gives guidance on benchmarking which is a widely used procedure, co
32、mbining the performance assessment with steps of performance improvement. As such, it complements ISO 24510, ISO 24511 and ISO 24512. ISO 2017 All rights reserved vBS ISO 24523:2017BS ISO 24523:2017Service activities relating to drinking water supply systems and wastewater systems Guidelines for ben
33、chmarking of water utilities1 ScopeThis document provides guidelines on good benchmarking practice of drinking water and wastewater utilities. It describes the basic framework and methods associated with benchmarking in the water sector. The guidelines are intended primarily for voluntary benchmarki
34、ng. Specific objectives set forth by the authorities and which are to be achieved by the water utility are not covered by this document.This document is applicable to water utilities of any size managed by a public or private entity. It does not favour any particular ownership or operating model.2 N
35、ormative referencesThere are no normative references in this document.3 Terms and definitionsFor the purposes of this document, the terms and definitions given in ISO 24510 and the following apply.ISO and IEC maintain terminological databases for use in standardization at the following addresses: IS
36、O Online browsing platform: available at h t t p :/ www .iso .org/ obp IEC Electropedia: available at h t t p :/ www .electropedia .org/ 3.1aggregated performance indicatorperformance indicator (3.13) at superior level, which represents one or more levels of detailNote 1 to entry: A highly aggregate
37、d performance indicator gathers information at utility level with a low level of detail (e.g. operating costs of water supply per cubic metre of water delivered). Lower levels of aggregation require more detailed performance indicators (e.g. time commitment per metre of sewer cleaning). This applies
38、 also synonymously to data variables (3.8).Note 2 to entry: A synonymous term is “aggregation level”. In this context, aggregation level means the consolidated status of a performance indicator or a data variable relating to the information about the benchmarking object (3.4).3.2benchmarksingle valu
39、e representing an accepted reference value derived either from comparisons among participants or from literature, used for orientationNote 1 to entry: The benchmark may be determined collaboratively or individually.Note 2 to entry: By clustering (3.6), different benchmarks can occur for different pe
40、er groups.INTERNATIONAL STANDARD ISO 24523:2017(E) ISO 2017 All rights reserved 1BS ISO 24523:2017ISO 24523:2017(E)3.3benchmarkingsystematic process for the identification of, becoming acquainted with and for adoption of successful practices of benchmarking partners (3.5)Note 1 to entry: Typically,
41、benchmarking is a continual process.Note 2 to entry: Benchmarking at process level means that the object of benchmarking is a process, e.g. operation of sewers, billing or material purchasing.Note 3 to entry: Benchmarking at utility level means that the object of benchmarking is the water utility an
42、d the main tasks, e.g. drinking water and wastewater services.3.4benchmarking objectwater utilities managed by a public or private entity, utility sectors, functions, processes, tasks, services or other products, which are the subject of benchmarking (3.3) and, with clear-cut interfaces, are dissoci
43、ated from each other and from non-investigated objectsEXAMPLE Sewer construction, pipe network operation.3.5benchmarking partnerparticipant in a benchmarking (3.3) project3.6clusteringgrouping of benchmarking objects (3.4) according to different kind of criteria context information (3.7) or explanat
44、ory factors (3.10) in order to create rather homogenous sets of peersEXAMPLE Clustering by utility size, delivered volume, served population, network delivery rate (m3/km/year).Note 1 to entry: For different performance indicators (3.13), different clustering might be appropriate; by clustering, spe
45、cific benchmarks can/will occur for each peer group.Note 2 to entry: The result of clustering is a comparison of performance indicators less influenced by the clustering criteria.3.7context informationinformation on characteristics and framework of drinking water and wastewater servicesNote 1 to ent
46、ry: There are two possible types of context information: information describing pure context and external factors that are not under the control of the water utility (e.g. demographics, topography, climate); characteristics that can only be influenced by management decisions in the long term (e.g. a
47、ge of the infrastructures).3.8data variabletechnical or economic parameter for the description of benchmarking objects (3.4) as basis for the calculation of performance indicators (3.13)EXAMPLE Energy (kWh/year); COD (kg/year); costs ($/year) ; treated (waste-) water quantities (m3/year).Note 1 to e
48、ntry: The basis for resilient performance indicators is a clear definition of the parameters within a structured data model taking into account the data confidence (e.g. reliability, accuracy).Note 2 to entry: Each variable should fit the definition of the performance indicator or context informatio
49、n (3.7) it is used for,2 ISO 2017 All rights reservedBS ISO 24523:2017ISO 24523:2017(E) refer to the same geographical area and the same period of time or reference date as the performance indicator or context information it will be used for, and be as reliable and accurate as the decisions based on it require.3.9deviation from benchmarkresult of the comparison of performance indicators (3.13), as the difference of an observed value, from the benchmark appliedNote 1 to entry: See Figure 1.3.10explanatory factorreason for dev
