1、Energy services Guidelines for the assessment and improvement of the energy service to usersBS ISO 50007:2017BSI Standards PublicationWB11885_BSI_StandardCovs_2013_AW.indd 1 15/05/2013 15:06 ISO 2017Energy services Guidelines for the assessment and improvement of the energy service to usersServices
2、nergtiques Lignes directrices pour lvaluation et lamlioration du service nergtique aux utilisateursINTERNATIONAL STANDARDISO50007First edition2017-06Reference numberISO 50007:2017(E)National forewordThis British Standard is the UK implementation of ISO 50007:2017.The UK participation in its preparat
3、ion was entrusted to Technical Committee SVS/0, Customer service - Fundamental principles.A list of organizations represented on this committee can be obtained on request to its secretary.This publication does not purport to include all the necessary provisions of a contract. Users are responsible f
4、or its correct application. The British Standards Institution 2017 Published by BSI Standards Limited 2017ISBN 978 0 580 90235 2ICS 27.015Compliance with a British Standard cannot confer immunity from legal obligations.This British Standard was published under the authority of the Standards Policy a
5、nd Strategy Committee on 31 July 2017.Amendments/corrigenda issued since publicationDate Text affectedBRITISH STANDARDBS ISO 50007:2017 ISO 2017Energy services Guidelines for the assessment and improvement of the energy service to usersServices nergtiques Lignes directrices pour lvaluation et lamlio
6、ration du service nergtique aux utilisateursINTERNATIONAL STANDARDISO50007First edition2017-06Reference numberISO 50007:2017(E)BS ISO 50007:2017ISO 50007:2017(E)ii ISO 2017 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2017, Published in SwitzerlandAll rights reserved. Unless otherwise specifi
7、ed, no 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
8、 member 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 50007:2017ISO 50007:2017(E)ii ISO 2017 All rights reservedCOPYRIGHT PROTECTED DOCUMENT ISO 2017, P
9、ublished in SwitzerlandAll rights reserved. Unless otherwise specified, no 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. Perm
10、ission 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-1214 Vernier, Geneva, SwitzerlandTel. +41 22 749 01 11Fax +41 22 749 09 47copyrightiso.orgwww.iso.orgISO 50007:2017(E)Foreword vIntroducti
11、on vi1 Scope . 12 Normative references 13 Terms and definitions . 14 Components of the energy service relating to users needs and expectations .104.1 General 104.2 Access to energy service 114.3 Provision of energy service . 124.3.1 Time to establish new service provisions .124.3.2 Maintenance and r
12、epairs . 124.3.3 Price of energy service .134.3.4 Quality and quantity of overall energy supply 134.3.5 Continuity of energy supply 144.3.6 Coverage and availability of energy services 144.3.7 Withdrawal or interruption of energy services .144.4 Energy efficiency services 144.4.1 General. 144.4.2 En
13、ergy efficiency services to the user 154.4.3 Energy efficiency services in the market .154.5 Clean renewable energy services . 154.6 Contract management and billing . 154.6.1 Availability of a clear service agreement .154.6.2 Accuracy of billing .164.6.3 Clarity of billing .164.6.4 Response to billi
14、ng complaints . 164.6.5 Methods of payment 174.7 Promoting a good relationship with the users . 174.7.1 General. 174.7.2 Availability of service information 174.7.3 Contacts with users 184.7.4 Complaints and requests . 194.7.5 Consumers in vulnerable circumstances .194.7.6 Notification of restrictio
15、ns and interruptions .194.7.7 Community activities 194.7.8 Participation of users 204.8 Protection of the environment . 204.8.1 General. 204.8.2 Sustainable use of natural resources .204.8.3 Environmental impact .204.9 Safety and emergency management 215 Assessment criteria for energy service to use
16、rs.215.1 General 215.2 Access to energy service 225.3 Provision of energy service . 225.3.1 Time to establish new service provisions .225.3.2 Repairs . 225.3.3 Price of service .235.3.4 Quality and quantity of energy service 235.3.5 Continuity of energy supply 235.3.6 Coverage and availability of en
17、ergy service 235.4 Energy Efficiency services 24 ISO 2017 All rights reserved iiiContents PageBS ISO 50007:2017ISO 50007:2017(E)5.4.1 External conditions pertaining to energy efficiency services 245.4.2 Information on efficiency provided to the energy services user by the energy service provider 245
18、.4.3 Incentives for efficiency provided to the energy services user by the energy services provider . 245.5 Clean renewable energy services . 245.5.1 External conditions pertaining to on-site generation and grid 245.5.2 Energy service provider actions pertaining to on-site generation and grid .255.6
19、 Contract management and billing . 255.6.1 Availability of a clear service agreement .255.6.2 Accuracy of billing .255.6.3 Clarity of billing .255.6.4 Methods of payment 265.7 Promoting a good relationship with users 265.7.1 General. 265.7.2 Contact with users .265.7.3 Visits to the user 265.7.4 Res
20、ponse to complaints and requests 275.7.5 Notification of restrictions and interruptions .275.7.6 Availability of service information 275.7.7 Community activities 275.7.8 Participation of the users 275.8 Protection of the environment . 285.8.1 Sustainable use of natural resources .285.8.2 Environment
21、al impact .285.8.3 Safety and emergency management 286 Assessment of energy service 296.1 General 296.2 Assessment policy . 296.3 Objective and scope of an assessment . 306.4 Parties involved in an assessment . 306.5 Methodology of assessment . 306.6 Service assessment criteria . 316.7 Resources to
22、conduct the assessment . 316.8 Production of output and recommendations for its use 317 Performance indicators .317.1 General 317.2 Performance indicator systems . 327.2.1 General. 327.2.2 Performance indicators. 327.2.3 Variables . 337.2.4 Context information .337.3 Quality of the information 347.4
23、 Example of a performance indicator . 348 Performance improvement 348.1 General 348.2 Performance measurements and monitoring . 348.3 Testing and exercises 358.4 Keeping the performance indicator system up to date .358.5 Performance system audits and assessment . 36Annex A (informative) Further guid
24、ance on energy service assessment 37Bibliography .41iv ISO 2017 All rights reservedBS ISO 50007:2017ISO 50007:2017(E)5.4.1 External conditions pertaining to energy efficiency services 245.4.2 Information on efficiency provided to the energy services user by the energy service provider 245.4.3 Incent
25、ives for efficiency provided to the energy services user by the energy services provider . 245.5 Clean renewable energy services . 245.5.1 External conditions pertaining to on-site generation and grid 245.5.2 Energy service provider actions pertaining to on-site generation and grid .255.6 Contract m
26、anagement and billing . 255.6.1 Availability of a clear service agreement .255.6.2 Accuracy of billing .255.6.3 Clarity of billing .255.6.4 Methods of payment 265.7 Promoting a good relationship with users 265.7.1 General. 265.7.2 Contact with users .265.7.3 Visits to the user 265.7.4 Response to co
27、mplaints and requests 275.7.5 Notification of restrictions and interruptions .275.7.6 Availability of service information 275.7.7 Community activities 275.7.8 Participation of the users 275.8 Protection of the environment . 285.8.1 Sustainable use of natural resources .285.8.2 Environmental impact .
28、285.8.3 Safety and emergency management 286 Assessment of energy service 296.1 General 296.2 Assessment policy . 296.3 Objective and scope of an assessment . 306.4 Parties involved in an assessment . 306.5 Methodology of assessment . 306.6 Service assessment criteria . 316.7 Resources to conduct the
29、 assessment . 316.8 Production of output and recommendations for its use 317 Performance indicators .317.1 General 317.2 Performance indicator systems . 327.2.1 General. 327.2.2 Performance indicators. 327.2.3 Variables . 337.2.4 Context information .337.3 Quality of the information 347.4 Example of
30、 a performance indicator . 348 Performance improvement 348.1 General 348.2 Performance measurements and monitoring . 348.3 Testing and exercises 358.4 Keeping the performance indicator system up to date .358.5 Performance system audits and assessment . 36Annex A (informative) Further guidance on ene
31、rgy service assessment 37Bibliography .41iv ISO 2017 All rights reserved ISO 50007:2017(E)ForewordISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out
32、 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-governmental, in liaison with ISO, also take part in the work. ISO col
33、laborates 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 ISO/IEC Directives, Part 1. In particular the different appro
34、val 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 possibility that some of the elements of this document may be the
35、 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 patent declarations received (see www .iso .org/ patents).A
36、ny 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 voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs
37、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.This document was prepared by Technical Committee ISO/TC 301, Energy management and energy savings. ISO 2017 All rights reserved vBS ISO 50007
38、:2017ISO 50007:2017(E)Introduction0.1 Energy issues: global context and policy frameworkEnergy services are critically important to sustainable development in light of the following: the importance of access to sustainable energy as a basic human need for the worlds population as recognized by the U
39、nited Nations General Assembly in 2011, by the UN Director General and the 2011 UNDP Human Development Report; the scale of the population (1,5 billion people without access to electricity) resulting in widespread resort to unsustainable, expensive, polluting and unsafe practices; the extent of poor
40、 service characterized by interruptions, fluctuations in supply and widespread network deterioration; the need for development of a service that is physically, environmentally and financially sustainable; global commitments to reduce emissions, noting that providing universal service for the poor po
41、pulation will have only a marginal impact on total emissions beyond existing commitments.0.2 Energy services: general objectivesThis document aims to address the following objectives: reducing arbitrary and irregular interruptions of supply; increasing information about, and promotion of, sustainabl
42、e sources of supply; reducing aggregate demand, while providing the same or a higher level of energy services; improving on previously inadequate information about energy service development and conditions, especially energy efficiency and energy performance; improving the balance of contractual rig
43、hts between provider and user; improving payment methods to make it easier for consumers to pay their bills; improving consumer responsibility and public participation in energy policy.There is a broad array of bodies that can play a role in the improvement of energy services. These bodies can be pu
44、blicly or privately owned. Examples of bodies responsible (in whole or in part) for oversight related to energy services include governments or public agencies (international, national, regional or local) acting with legal authority as legislators and regulators (relevant authorities) or as bodies c
45、harged with ensuring service delivery (responsible bodies).The responsible bodies and relevant authorities are expected to consult with, and take into account, the interests of relevant stakeholders, which can include: associations of energy service providers (e.g. international, regional/multinatio
46、nal and national professional associations); non-governmental organizations (NGOs) and other autonomous bodies; users and associations of energy users; manufacturers of energy-using equipment, renewable energy sources and advanced technologies or methods.Standardization and technical self-regulation
47、 are possible ways to ensure stakeholder involvement. It is beneficial if stakeholders are involved in both setting service objectives and assessing the adequacy and efficiency of service.vi ISO 2017 All rights reservedBS ISO 50007:2017ISO 50007:2017(E)Introduction0.1 Energy issues: global context a
48、nd policy frameworkEnergy services are critically important to sustainable development in light of the following: the importance of access to sustainable energy as a basic human need for the worlds population as recognized by the United Nations General Assembly in 2011, by the UN Director General an
49、d the 2011 UNDP Human Development Report; the scale of the population (1,5 billion people without access to electricity) resulting in widespread resort to unsustainable, expensive, polluting and unsafe practices; the extent of poor service characterized by interruptions, fluctuations in supply and widespread network deterioration; the need for development of a service that is physically, environmentally and financially sustainable; global commitments to reduce emissions, noting that providing univers
