1、 ISO 2017 Service activities relating to drinking water supply systems and wastewater systems Crisis management Good practice for technical aspects Activits relatives aux services de leau potable et de lassainissement Gestion de crise Les bonnes pratiques pour les aspects techniques TECHNICAL SPECIF
2、ICATION ISO/TS 24520 Reference number ISO/TS 24520:2017(E) First edition 2017-09 ISO/TS 24520:2017(E)ii ISO 2017 All rights reserved COPYRIGHT PROTECTED DOCUMENT ISO 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utili
3、zed 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 ISOs member body in the country of the requester. ISO copyrigh
4、t office Ch. de Blandonnet 8 CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyrightiso.org www.iso.org ISO/TS 24520:2017(E)Foreword v Introduction vi 1 Scope . 1 2 Normative references 1 3 T erms and definitions . 1 4 Concepts and principles 7 4.1 General .
5、7 4.2 Crisis management phases . 8 5 Preparedness 10 5.1 General 10 5.2 Establishing the context .11 5.3 Commitment 12 5.4 Risk assessment 12 5.5 Procedures and plans, responding, repairing and restoring 12 5.6 Structure and organization .13 5.7 Procedures and tools to identify a crisis and initiate
6、 the crisis management team.13 5.8 Training and exercise .15 5.9 Crisis management team .16 5.10 Communication and cooperation.16 5.10.1 Crisis management team communications with users and other stakeholders 16 5.10.2 Cooperation and communications between the water utility and the relevant authori
7、ties in the event of a crisis 18 5.11 Provisions of plans and resources .20 5.11.1 Emergency physical facilities .20 5.11.2 Water utility personnel safety measures .20 5.11.3 Sampling and analysis capability and capacity 20 5.11.4 Alternative water supply 20 5.11.5 Resource availability .20 5.12 Mon
8、itoring and review 20 5.13 Documentation 20 6 Response 21 6.1 General 21 6.2 Situation ascertainment .21 6.3 Situation assessment 21 6.4 Decision making 22 6.5 Implementation of decisions and issuing of orders .22 6.6 Supervision and control .22 6.7 Process for risk assessment during a crisis 22 6.8
9、 Communications feedback .23 7 Recovery to normal operation.23 7.1 General 23 7.2 Survey for restoration purposes .23 7.3 Restoration alternatives .24 7.4 Priorities in recovery 24 7.5 Planning the deployment of recovery measures 25 7.6 Repairing the damage 25 7.7 Verification 26 7.7.1 General.26 7.
10、7.2 Verification of quality in the drinking water supply system .26 7.7.3 Verification of quality in the wastewater system 26 7.8 Restoring the service 27 7.8.1 General.27 ISO 2017 All rights reserved iii Contents Page ISO/TS 24520:2017(E)7.8.2 Restoration of drinking water service 27 7.8.3 Restorat
11、ion of wastewater service 27 7.9 Assessments for recovery stage 27 8 Monitoring and review of the crisis management system .27 8.1 Performance measurement and monitoring 27 8.2 Issues to address when monitoring the performance of a training procedure 28 8.3 Crisis management system maintenance proce
12、ss .28 8.4 Crisis management system assessment .29 9 Management review .29 Annex A (informative) Preparedness31 Annex B (informative) Recovery to normal operation 41 Bibliography .43 iv ISO 2017 All rights reserved ISO/TS 24520:2017(E) Foreword ISO (the International Organization for Standardization
13、) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be repr
14、esented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization. The procedures used to dev
15、elop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the different types of ISO documents should be noted. This document was drafted in accordance with the editorial rules of the IS
16、O/IEC Directives, Part 2 (see www .iso .org/ directives). Attention is drawn to the possibility that some of the elements of this document may be the subject of patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any patent rights identified dur
17、ing the development of the document will be in the Introduction and/or on the ISO list of patent declarations received (see www .iso .org/ patents). Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement. For an explanation on th
18、e voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISOs adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT) see the following URL: w w w . i s o .org/ iso/ f
19、oreword .html. This document was prepared by Technical Committee ISO/TC 224, Service activities relating to drinking water supply systems and wastewater systems Quality criteria of the service and performance indicators. ISO 2017 All rights reserved v ISO/TS 24520:2017(E) Introduction Water is the s
20、ource of life, without which humans, as well as other species, cannot survive. In many countries, there is a lack of knowledge regarding crisis management of drinking water and wastewater services. Impairment of the drinking water service would change the quality of life of the affected population i
21、n the immediate period while in the medium-term it could affect their ability to survive. Therefore, the continuous and orderly supply of clean water is of paramount importance for the population. The collection, treatment and safe disposal of sanitary wastewater are also important if illness and/or
22、 inundation are to be prevented and the environment protected. This document describes good practice in the establishment of technical crisis management systems drawn from experience contributed by relevant national authorities. The approach of a water utility when preparing for any crisis should en
23、compass all pertinent aspects of water supply and the collection, treatment and safe disposal of wastewater. The water utility needs to cooperate with all relevant authorities concerned with the crisis. Effective crisis management should ensure that the actions taken before, during and after the cri
24、sis consider the natural environment as well as the impact on the health and wellbeing of the population. Effective communication with the public is necessary to mitigate or prevent panic and to establish trust in the water utility by disclosing important information appropriately in the area affect
25、ed by a crisis, in neighbouring areas or to any other stakeholders. This document can be used as a toolkit by water utilities where they wish to review their current capability to prepare for, respond to and recover from a crisis in an effective and efficient manner. It is not intended as a complete
26、 guide to crisis management. Water utilities can consult ISO 24518 if they need further guidance.vi ISO 2017 All rights reserved Service activities relating to drinking water supply systems and wastewater systems Crisis management Good practice for technical aspects 1 Scope This document provides gu
27、idance to water utilities on good practice in technical aspects of crisis management. This document is applicable to all water utilities, of whatever size, whether public or private, that wish to review the effectiveness and efficiency of their service activities relating to preparation for, respons
28、e to and recovery from a crisis. 2 Normative references There are no normative references in this document. 3 T erms a nd definiti ons For the purposes of this document, the following terms and definitions apply. ISO and IEC maintain terminological databases for use in standardization at the followi
29、ng addresses: ISO Online browsing platform: available at h t t p :/ www .iso .org/ obp IEC Electropedia: available at h t t p :/ www .electropedia .org/ 3.1 alternative wastewater service wastewater (3.40) service (3.37) provided to users (3.39) by means other than through the normal collection and
30、treatment system 3.2 alternative water supply water provided to users (3.39) by means other than through the normal treatment and distribution system 3.3 analysis systematic examination in which the biological or technical system is decomposed into its component parts using suitable methods, after w
31、hich the parts are then organized and evaluated Note 1 to entry: Analysis also includes water quality sampling operations carried out after sample preparation to determine the amount of concentration of the analyte(s) of interest present in the sample. 3.4 asset capital-forming goods used for the pr
32、ovision of the service (3.37) Note 1 to entry: Assets can be tangible or intangible. Examples of tangible assets are land, buildings, pipes, tanks, treatment plants, equipment and hardware. Examples of intangible assets are software and databases. Note 2 to entry: Contrary to consumables, assets can
33、 be depreciated (tangible assets) or amortized (intangible assets) in accounting systems. TECHNICAL SPECIFICATION ISO/TS 24520:2017(E) ISO 2017 All rights reserved 1 ISO/TS 24520:2017(E) 3.5 audit systematic, independent and documented process (3.30) for obtaining audit evidence and evaluating it ob
34、jectively to determine the extent to which the audit criteria are fulfilled Note 1 to entry: An audit can be an internal audit (first party) or an external audit (second party or third party) and it can be a combined audit (combining two or more disciplines). Note 2 to entry: “Audit evidence” and “a
35、udit criteria” are defined in ISO 19011. 3.6 availability extent to which the infrastructure (3.20), assets (3.4), resources and employees of a water utility (3.41) enable effective provision of services (3.37) to users (3.39) according to specified performances (3.27) 3.7 capability quality (3.31)
36、of being able to perform a given activity 3.8 competence ability to apply knowledge and skills to achieve intended results Note 1 to entry: Demonstrated competence is sometimes referred to as qualification. 3.9 consequence outcome of an event affecting objectives (3.25) 3.10 continual improvement re
37、curring activity to enhance performance (3.27) Note 1 to entry: The process (3.30) of establishing objectives (3.25) and finding opportunities for improvement is a continual process through the use of audit (3.5) findings and audit conclusions, analysis (3.3) of data, management (3.23) reviews or ot
38、her means and generally leads to corrective action or preventive action. 3.11 crisis event or situation which affects or is likely to affect the organization (3.26) or its provided services (3.37) which requires more than the usual means of operation and/or organizational structures to deal with it
39、3.12 crisis management plan document specifying which procedures (3.29) and associated resources should be applied by whom and where to a particular type of crisis (3.11) 3.13 drinking water DEPRECATED: potable water water intended for human consumption Note 1 to entry: Requirements (3.34) for drink
40、ing water quality (3.31) specifications are generally laid down by the national relevant authorities. Guidelines are established by the World Health Organization (WHO). 3.14 effectiveness extent to which planned activities are realized and planned results are achieved 3.15 ef f ic ienc y relationshi
41、p between the result achieved and the resources used2 ISO 2017 All rights reserved ISO/TS 24520:2017(E) 3.16 environment surroundings in which an organization (3.26) operates, including air, water, land, natural resources, flora, fauna, humans and their interrelation Note 1 to entry: Surroundings in
42、 this context extend from within an organization to the global system. Note 2 to entry: For the application of this document, environment is considered as a specific stakeholder (3.38). The interests of this specific stakeholder can be represented by relevant authorities (3.33), by the communities o
43、r by other groups, such as non-governmental organizations (NGOs). 3.17 hazard source of potential harm Note 1 to entry: Harm in the context of a water utility can include injury to stakeholders; compromising of public health; degradation of the environment; a deterioration in service quality; reputa
44、tional and/or financial damage; and consequential sanctioning by the relevant authorities. Note 2 to entry: Capacity for harm can also arise from compromised service provision. In this context a hazard can be considered to be a biological, chemical, physical or radiological agent in, or condition of
45、, water with the potential to cause harm to public health or the environment (3.16). This perspective is based on the definition of “hazard” in the WHO Water Safety Plan Manual expanded to include “condition”, which includes quantity (i.e. a shortage or an excess), hence making it applicable also to
46、 wastewater (3.40) service (3.37). Note 3 to entry: Other sources of potential harm exist within the water utilitys organizational context. These hazards can be internal or external to the organization (3.26). Internal hazards could be tangible (e.g. a toxic chemical store; potential energy stored b
47、ehind a dam perched on a hillside above a town; a chamber potentially containing a hazardous atmosphere) or intangible (e.g. poorly documented procedures; inadequate training; an inappropriate organizational culture). External hazards could be tangible (e.g. earthquake; flooding; forest fire) or int
48、angible (e.g. social unrest; terrorism, cyber threat, corruption; financial instability). 3.18 hazardous event event that introduces one or more hazards (3.17) to, or fails to remove them from, the drinking water (3.13) system or the wastewater (3.40) system Note 1 to entry: The equivalent French wo
49、rd for the English expression “hazardous event” is “evenement dangereux”. However, the English word “danger” has been removed from this document as it is synonymous with “hazard”. Both “hazard” and “danger” convey the concept of a potential risk (3.36). When it comes to describing hazard, the English terminology remains consistent, e.g. “fire hazard”, but the equivalent French expression “Il y a risque dincendie” migrates to using the equivalent of the English term “risk”. The difficulty is that the meanings of “hazard” and “risk” a
