Foreword
Introduction
1 Scope
2 Terms and definitions
3 Elements of the service relating to users
4 Objectives for the service in respect of users' needs and
expectations
5 Guidelines for satisfying users' needs and expectations
6 Assessment criteria for service to users
7 Assessment of water services
8 Performance indicators
Annex A (informative) - Tables of corresponding terms in
English, French and Spanish
Annex B (informative) - Example of performance indicators
Annex C (informative) - Example of confidence-grading
scheme for performance indicators systems
Bibliography