ISO 24510:2024
(Main)Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users
Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users
This document 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 these are being met. The following are within the scope of this document: — 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; — assessment criteria for service to users; — introduction to performance indicators; — examples of performance indicators. The following are outside the scope of this document: — 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.
Activités relatives aux services de l'eau potable et de l'assainissement — Lignes directrices pour l'évaluation et l'amélioration du service aux usagers
Le présent document spécifie les éléments des services de l’eau potable et de l’assainissement pertinents pour les usagers. Il fournit également des recommandations pour identifier les besoins et attentes des usagers et évaluer si ces besoins et attentes ont été satisfaits. Les sujets suivants relèvent du domaine d’application du présent document: — la définition d’un langage commun aux différentes parties intéressées; — la définition des éléments clés constitutifs du service aux usagers et de leurs caractéristiques; — les objectifs du service en tenant compte des besoins et attentes des usagers; — les lignes directrices pour la satisfaction des besoins et attentes des usagers; — les critères d’évaluation du service aux usagers; — une présentation des indicateurs de performance; — des exemples d’indicateurs de performance. Les sujets suivants ne relèvent pas du domaine d’application du présent document: — les méthodes de conception et de construction des réseaux de distribution d’eau potable et des systèmes d’assainissement; — la structure de management de la régulation et la méthodologie d’exploitation et de management des activités liées aux services de l’eau potable et de l’assainissement, y compris la conclusion de contrats; — les questions liées aux installations à l’intérieur des bâtiments.
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FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 24510
ISO/TC 224
Activities relating to drinking water
Secretariat: AFNOR
and wastewater services — Guidelines
Voting begins on:
2023-10-11 for the assessment and for the
improvement of the service to users
Voting terminates on:
2023-12-06
Activités relatives aux services de l'eau potable et de
l'assainissement — Lignes directrices pour l'évaluation et
l'amélioration du service aux usagers
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO-
ISO/FDIS 24510:2023(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN-
DARDS TO WHICH REFERENCE MAY BE MADE IN
NATIONAL REGULATIONS. © ISO 2023
---------------------- Page: 1 ----------------------
ISO/FDIS 24510:2023(E)
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 24510
ISO/TC 224
Activities relating to drinking water
Secretariat: AFNOR
and wastewater services — Guidelines
Voting begins on:
for the assessment and for the
improvement of the service to users
Voting terminates on:
Activités relatives aux services de l'eau potable et de
l'assainissement — Lignes directrices pour l'évaluation et
l'amélioration du service aux usagers
COPYRIGHT PROTECTED DOCUMENT
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, 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 ISO’s member body in the country of the requester.
RECIPIENTS OF THIS DRAFT ARE INVITED TO
ISO copyright office
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
CP 401 • Ch. de Blandonnet 8
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
CH-1214 Vernier, Geneva
DOCUMENTATION.
Phone: +41 22 749 01 11
IN ADDITION TO THEIR EVALUATION AS
Reference number
Email: copyright@iso.org
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO
ISO/FDIS 24510:2023(E)
Website: www.iso.org
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
Published in Switzerland
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN
DARDS TO WHICH REFERENCE MAY BE MADE IN
ii
© ISO 2023 – All rights reserved
NATIONAL REGULATIONS. © ISO 2023
---------------------- Page: 2 ----------------------
ISO/FDIS 24510:2023(E)
Contents Page
Foreword . vi
Introduction .vii
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Elements of the service relating to users . 2
4.1 General . 2
4.2 Access to water services . 2
4.3 Provision of the service . 3
4.3.1 Application and termination of the service . 3
4.3.2 Water services .
...
ISO/TC 224/WG 14
Date: 2023-07-04
ISO/FDIS 24510:2023(E)
ISO/TC 224/WG 14
Secretariat: AFNOR
Date: 2023-09-27
Activities relating to drinking water and wastewater services —
Guidelines for the assessment and for the improvement of the
service to users
Activités relatives aux services de l'eau potable et de l'assainissement — Lignes directrices pour
l'évaluation et l'amélioration du service aux usagers
FDIS stage
© ISO 2023 – All rights reserved
---------------------- Page: 1 ----------------------
ISO/FDIS 24510:2023(E)
© ISO 2023
All rights reserved. Unless otherwise specified, or required in the context of its implementation, 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 ISO’s member body in the country of the requester.
ISO copyright office
CP 401 • Ch. de Blandonnet 8
CH-1214 Vernier, Geneva
Phone: + 41 22 749 01 11
Fax: +41 22 749 09 47
Email: E-mail: copyright@iso.org
Website: www.iso.org
Published in Switzerland
ii © ISO 2023 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/FDIS 24510:2023(E)
Contents
Foreword . viii
Introduction . ix
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Elements of the service relating to users . 2
4.1 General . 2
4.2 Access to water services . 2
4.3 Provision of the service . 3
4.3.1 Application and termination of the service . 3
4.3.2 Water services . 3
4.3.3 Water quality . 3
4.4 Contract management and billing . 3
4.4.1 Service agreement . 3
4.4.2 Billing . 3
4.5 Promoting a good relationship with users . 3
4.6 Protection of the environment . 3
4.7 Safety and emergency management . 3
5 Objectives for the service in respect of users’ needs and expectations. 4
5.1 General . 4
5.2 Access to water services .
...
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