NF ISO 24510
Activities relating to drinking water and wastewater services - Guidelines for the assessment and for the improvement of the service to users
ISO 24510:2007 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 ISO 24510:2007: 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.
ISO 24510:2007 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 ISO 24510:2007:
- 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.
<p class="MsoBodyText"><span lang="EN-GB">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.</span></p> <p class="MsoBodyText"><span lang="EN-GB">The following are within the scope of this document:</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">the definition of a language common to the different stakeholders;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">the definition of key elements and characteristics of the service to users;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">the objectives for the service with respect to users’ needs and expectations;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">guidelines for satisfying users’ needs and expectations;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">assessment criteria for service to users;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">introduction to performance indicators;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">examples of performance indicators.</span></p> <p class="MsoBodyText"><span lang="EN-GB">The following are outside the scope of this document:</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">methods of design and construction of drinking water and wastewater systems;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting;</span></p> <p class="ListContinue1" style="mso-list: l0 level1 lfo1;"><!-- [if !supportLists]--><span lang="EN-GB" style="mso-fareast-font-family: Cambria; mso-bidi-font-family: Cambria;"><span style="mso-list: Ignore;">—<span style="font: 7.0pt 'Times New Roman';"> </span></span></span><!--[endif]--><span lang="EN-GB">topics relating to the system inside buildings.</span></p>
- Avant-proposv
- Introductionvi
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1 Domaine d'application1
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2 Termes et définitions2
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3 Éléments constitutifs du service aux usagers10
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3.1 Généralités10
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3.2 Accès aux services de l'eau10
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3.3 Fourniture du service11
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3.4 Gestion du contrat de service et facturation11
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3.5 Établissement et maintien de bonnes relations avec les usagers11
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3.6 Protection de l'environnement12
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3.7 Management de la sécurité et gestion des urgences12
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4 Objectifs de service quant aux besoins et aux attentes des usagers12
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4.1 Généralités12
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4.2 Accès aux services de l'eau12
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4.3 Fourniture du service12
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4.4 Gestion du contrat de service et facturation14
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4.5 Promotion de bonnes relations avec l'usager14
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4.6 Protection de l'environnement16
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4.7 Management de la sécurité et gestion des urgences16
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5 Lignes directrices pour la satisfaction des besoins et des attentes des usagers16
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5.1 Généralités16
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5.2 Accès aux services de l'eau17
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5.3 Fourniture du service17
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5.4 Gestion du contrat de service et facturation21
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5.5 Promotion des bonnes relations avec l'usager22
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5.6 Protection de l'environnement26
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5.7 Management de la sécurité et gestion des urgences27
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6 Critères d'évaluation du service aux usagers27
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6.1 Généralités27
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6.2 Accès aux services de l'eau et de l'assainissement28
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6.3 Fourniture du service28
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6.4 Gestion du contrat de service et facturation30
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6.5 Promotion des bonnes relations avec l'usager31
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6.6 Protection de l'environnement32
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6.7 Management de la sécurité et gestion des urgences33
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7 Évaluation du service aux usagers34
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7.1 Généralités34
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7.2 Objectifs et politique d'évaluation34
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7.3 Objectif et domaine d'application de l'évaluation35
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7.4 Parties impliquées dans l'évaluation35
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7.5 Méthodologie d'évaluation35
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7.6 Critères d'évaluation du service36
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7.7 Ressources nécessaires à la conduite de l'évaluation36
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7.8 Production de résultats et recommandations pour l'utilisation des résultats36
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8 Indicateurs de performance36
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8.1 Généralités36
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8.2 Système d'indicateurs de performance37
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8.3 Qualité de l'information38
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8.4 Exemple d'indicateur de performance39
- Annexe A (informative) Tableaux des termes anglais, français et espagnols40
- Annexe B (informative) Exemples d'indicateurs de performance46
- Annexe C (informative) Exemple de procédure d'attribution d'un niveau de confiance aux systèmes d'indicateurs de performance60
- Bibliographie62
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