BS ISO 24510:2007

Foreword
Introduction
0.1 Water issues: global context and policies
    framework
0.2 Water utilities: general objectives
0.3 Objectives, content and implementation of
    this International Standard
0.4 Service to users
1 Scope
2 Terms and definitions
3 Elements of the service relating to users
  3.1 General
  3.2 Access to water services
  3.3 Provision of the service
  3.4 Contract management and billing
  3.5 Promoting a good relationship with the users
  3.6 Protection of the environment
  3.7 Safety and emergency management
4 Objectives for the service in respect of users'
  needs and expectations
  4.1 General
  4.2 Access to water services
  4.3 Provision of the service
  4.4 Contract management and billing
  4.5 Promoting a good relationship with users
  4.6 Protection of the environment
  4.7 Safety and emergency management
5 Guidelines for satisfying users' needs and
  expectations
  5.1 General
  5.2 Access to water services
  5.3 Provision of the service
  5.4 Contract management and billing
  5.5 Promoting a good relationship with users
  5.6 Protection of the environment
  5.7 Safety and emergency management
6 Assessment criteria for service to users
  6.1 General
  6.2 Access to water services
  6.3 Provision of the service
  6.4 Contract management and billing
  6.5 Promoting a good relationship with users
  6.6 Protection of the environment
  6.7 Safety and emergency management
7 Assessment of water services
  7.1 General
  7.2 Assessment policy
  7.3 Goal and scope of the assessment
  7.4 Parties involved in the assessment
  7.5 Methodology of assessment
  7.6 Service assessment criteria
  7.7 Resources to conduct the assessment
  7.8 The production of output and recommendations
      for the use of the output
8 Performance indicators
  8.1 General
  8.2 Performance indicators systems
  8.3 Quality of the information
  8.4 Example of a performance indicator
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

Describes the elements of drinking water and wastewater services of relevance and interest to users.

This International Standard specifies the elements of drinking water and wastewater services of relevance and interest to users. It also provides guidance on how to identify users’ needs and expectations and how to assess whether they are being met.

The following are within the scope of this International Standard:

• the definition of a language common to the different stakeholders;

• the definition of key elements and characteristics of the service to users;

• the objectives for the service with respect to users’ needs and expectations;

• guidelines for satisfying users’ needs and expectations;

• service to users assessment criteria;

• introduction to performance indicators;

• examples of performance indicators.

The following are outside the scope of this International Standard:

• methods of design and construction of drinking water and wastewater systems;

• the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting;

• topics relating to the system inside buildings.

NOTE1 This International Standard, ISO24511 and ISO24512 comprise a series of standards addressing water services. It is therefore advisable to use these three International Standards in conjunction with each other.

NOTE2 The list of terms and definitions in Clause2 is common to this International Standard, ISO24511 and ISO24512.

NOTE3 AnnexA contains three tables of correspondence between equivalent terms in English, French and Spanish.