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BS ISO 24510:2024 – TC

BS ISO 24510:2024 – TC

$258.95

Tracked Changes. Activities relating to drinking water and wastewater services. Guidelines for the assessment and for the improvement of the service to users

Published By Publication Date Number of Pages
BSI 2024 168
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PDF Catalog

PDF Pages PDF Title
107 undefined
113 Foreword
114 Introduction
118 1 Scope
2 Normative references
3 Terms and definitions
119 4 Elements of the service relating to users
4.1 General
4.2 Access to water services
120 4.3 Provision of the service
4.3.1 Application and termination of the service
4.3.2 Water services
4.3.3 Water quality
4.4 Contract management and billing
4.4.1 Service agreement
4.4.2 Billing
4.5 Promoting a good relationship with users
4.6 Protection of the environment
4.7 Safety and emergency management
121 5 ​Objectives for the service in respect of users’ needs and expectations
5.1 General
5.2 Access to water services
5.3 Provision of the service
5.3.1 Time to establish new service provisions
5.3.2 Repairs
5.3.3 Price of service
5.3.4 Quantity of water services
5.3.5 Water quality
122 5.3.6 Level of service
5.3.7 Coverage and availability of water services
5.4 Contract management and billing
5.4.1 Availability of a clear service agreement
5.4.2 Water consumption
123 5.4.3 Accuracy of billing
5.4.4 Response to billing complaints
5.4.5 Clarity of billing
5.4.6 Methods of payment
5.5 Promoting a good relationship with users
5.5.1 General
5.5.2 Written contact
5.5.3 Telephone contact
5.5.4 User visits to the offices of the water utility
124 5.5.5 Online customer relationship service
5.5.6 Social media
5.5.7 Visits to the user
5.5.8 Complaints and requests
5.5.9 Notification of restrictions and interruptions
5.5.10 Notification of an abnormal water situation
5.5.11 Availability of service information
5.5.12 Community activities
5.5.13 Participation of the users
125 5.6 Protection of the environment
5.6.1 Sustainable use of natural resources
5.6.2 Wastewater treatment
5.6.3 Environmental impact
5.7 Safety and emergency management
5.8 Higher user and regulatory demand
5.9 Available technologies
126 6 Guidelines for satisfying users’ needs and expectations
6.1 General
6.2 Access to water services
127 6.3 Provision of the service
6.3.1 Time to establish new service provisions
6.3.2 Repairs
6.3.3 Price of service
128 6.3.4 Quantity of drinking water supply
6.3.5 Drinking water quality
6.3.6 Aesthetic aspects of water
6.3.7 Pressure of drinking water supply
6.3.8 Continuity of drinking water supply
129 6.3.9 Coverage and availability of drinking water services
6.3.10 Coverage and availability of wastewater services
6.3.11 Stormwater management
130 6.4 Contract management and billing
6.4.1 Content of the service agreement and water consumption measurement
132 6.4.2 Response to billing complaints
6.4.3 Clarity of billing
6.4.4 Methods of payment
133 6.4.5 Payment management
134 6.5 Promoting a good relationship with users
6.5.1 General
6.5.2 Written contact
6.5.3 Telephone contact
6.5.4 User visits to the offices of the water utility
6.5.5 Online customer relationship service
135 6.5.6 Social media
6.5.7 Visits to the user
6.5.8 Complaints and requests
6.5.9 Notification of restrictions and interruptions
6.5.10 Notification of an abnormal water situation
136 6.5.11 Availability of service information
137 6.5.12 Community activities
6.5.13 Participation of the users
6.6 Protection of the environment
6.6.1 Sustainable use of natural resources
138 6.6.2 Wastewater treatment
6.6.3 Environmental impact
6.7 Safety and emergency management
139 7 ​Assessment criteria for service to users
7.1 General
7.2 Access to water services
7.3 Provision of the service
7.3.1 Time to establish new service provisions
140 7.3.2 Repairs
7.3.3 Price of service
7.3.4 Quantity of drinking water supply
7.3.5 Drinking water quality
7.3.6 Aesthetic aspects of water
7.3.7 Pressure of drinking water supply
141 7.3.8 Continuity of drinking water supply
7.3.9 Coverage and availability of drinking water services
7.3.10 Coverage and availability of wastewater services
7.3.11 Property flooding by wastewater
7.3.12 Property flooding by stormwater
142 7.4 Contract management and billing
7.4.1 Content of the service agreement and consumption measurement
7.4.2 Accuracy of billing
7.4.3 Response to billing complaints
7.4.4 Clarity of billing
143 7.4.5 Methods of payment
7.5 Promoting a good relationship with users
7.5.1 General
7.5.2 Written contact
7.5.3 Telephone contact
7.5.4 User visits to the offices of the water utility
7.5.5 Online customer relationship service
144 7.5.6 Social media
7.5.7 Visits to the user
7.5.8 Complaints and requests
7.5.9 Notification of restrictions and interruptions
7.5.10 Notification of an abnormal water situation
145 7.5.11 Availability of service information
7.5.12 Community activities
7.5.13 Participation of the users
7.6 Protection of the environment
7.6.1 Sustainable use of natural resources
7.6.2 Wastewater treatment
146 7.6.3 Stormwater treatment
7.6.4 Environmental impact
7.7 Safety and emergency management
8 ​Assessment of water services
8.1 General
147 8.2 ​Assessment policy
8.3 Goal and scope of the assessment
8.4 Parties involved in the assessment
148 8.5 Methodology of assessment
8.6 Service assessment criteria
8.7 Resources to conduct the assessment
149 8.8 The production of output and recommendations for the use of the output
9 Performance indicators
9.1 General
9.2 Performance indicator systems
9.2.1 Key components of a performance indicator system
9.2.2 Performance indicators
150 9.2.3 Variables
9.2.4 Context information
9.3 Quality of the information
151 9.4 Example of a performance indicator
152 Annex A (informative) Example of performance indicators
163 Annex B (informative) Example of confidence-grading schemefor performance indicator systems
165 Bibliography

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BS ISO 24510:2024 - TC
$258.95