BS ISO 24511-2008 Activities relating to drinking water and wastewater services Guidelines for the management of wastewater utilities and for the assessment of wastewater services《.pdf
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1、BRITISH STANDARDBS ISO 24511:2007Activities relating to drinking water and wastewater services Guidelines for the management of wastewater utilities and for the assessment of wastewater servicesICS 13.060.30; 93.030g49g50g3g38g50g51g60g44g49g42g3g58g44g55g43g50g56g55g3g37g54g44g3g51g40g53g48g44g54g5
2、4g44g50g49g3g40g59g38g40g51g55g3g36g54g3g51g40g53g48g44g55g55g40g39g3g37g60g3g38g50g51g60g53g44g42g43g55g3g47g36g58BS ISO 24511:2007This British Standard was published under the authority of the Standards Policy and Strategy Committee on 30 May 2008 BSI 2008ISBN 978 0 580 55420 9National forewordThi
3、s British Standard is the UK implementation of ISO 24511:2007.The UK participation in its preparation was entrusted to Technical Committee CB/503, Drinking water and wastewater service levels. A list of organizations represented on this committee can be obtained on request to its secretary. The atte
4、ntion of users is drawn to the existence of legislation or regulatory requirements that may over-ride some provisions of this British Standard. Up-to-date advice should be sought from appropriate regulatory authorities. The attention of users is drawn in particular to the legislation or regulatory r
5、equirements of the following: The Guaranteed Standards Scheme (GSS) which is monitored by the Water Services Regulation Authority (Ofwat) and set out in statutory instruments 2000 No. 2301, 1996 No. 3065, 1993 No. 500, 1989 Nos. 1383 and 1989; Water Industry Commission for Scotland Information Note
6、7, Customer Service: Overall Performance Assessment (OPA) No. 1159; This publication does not purport to include all the necessary provisions of a contract. Users are responsible for its correct application. Compliance with a British Standard cannot confer immunity from legal obligations.Amendments/
7、corrigenda issued since publicationDate Comments Water definition of sanitary rules and organization for assessment of compliance; processes to assure consistency between the policies regarding urban development and water utility infrastructure; regulation for water withdrawal and wastewater dischar
8、ge; information to the users and to the communities. 0.2 Water utilities: general objectives In addition to public health protection, sound management of the drinking water and wastewater utilities (hereinafter jointly referred to as “water utilities”) is an essential element of integrated water res
9、ources management. When applied to these utilities, sound management practices will contribute, both quantitatively and qualitatively, to sustainable development. Sound utility management also contributes to social cohesion and economic development of the communities served, because the quality and
10、efficiency of water services have implications for virtually all activities of society. As water is considered a “social good” and activities related to water services support the three aspects (economic, social and environmental) of sustainable development: it is logical that the management of wate
11、r utilities be transparent to and inclusive of all stakeholders identified in accordance with the local context. BS ISO 24511:2007viiThere is a broad array of types of stakeholders that can play a role in activities related to water services. Examples of such stakeholders include: governments or pub
12、lic agencies (international, national, regional or local) acting with legal or legislative authority; associations of the utilities themselves (e.g. international, regional/multinational and national drinking water or wastewater associations; autonomous bodies seeking to play an overview role (e.g.
13、organizations concerned, such as non-governmental organizations); users and associations of water users. The relationships between stakeholders and water utilities vary around the world. In many countries, there are bodies that have responsibility (in whole or in part) for overseeing the activities
14、related to water services, whether the utilities are publicly or privately owned or operated and whether they are regulated by relevant authorities or acting in a system of technical self-regulation. Standardization and technical self-regulation are possible ways of ensuring involvement of all stake
15、holders and meeting the subsidiarity principle. The aim of water utilities is logically to offer services to everybody in the area of responsibility of the utility, and to provide users with a continuous supply of drinking water and the collection and treatment of wastewater, under economic and soci
16、al conditions that are acceptable to the users and to the utility. Water utilities are expected to meet the requirements of relevant authorities and the expectations specified by the responsible bodies in conjunction with the other stakeholders, while ensuring the long-term sustainability of the ser
17、vice. In a context of scarcity of resources, including financial resources, it is advisable that the investments made in installations be appropriate and that necessary attention be paid to proper maintenance and effective use of the installations. It is advisable that water tariffs generally aim at
18、 meeting cost-recovery principles and at promoting efficiency in the use of the resources, while striving to maintain affordable basic access to water services. It is advisable that the stakeholders be involved in both setting service objectives and assessing the adequacy and efficiency of service.
19、0.3 Objectives, content and implementation of this International Standard The objective of this International Standard is to provide the relevant stakeholders with guidelines for assessing and improving the service to users, and with guidance for managing water utilities, consistent with the overarc
20、hing goals set by the relevant authorities and by the international intergovernmental organizations noted above. This International Standard is intended to facilitate dialogue between the stakeholders, enabling them to develop a mutual understanding of the functions and tasks that fall within the sc
21、ope of water utilities. The series of standards addressing water services consists of ISO 24510 (service-oriented), this International Standard and ISO 24512 (both management-oriented). ISO 24510 addresses the following topics: a brief description of the components of the service relating to the use
22、rs; core objectives for the service, with respect to users needs and expectations; guidelines for satisfying users needs and expectations; assessment criteria for service to users in accordance with the provided guidelines; BS ISO 24511:2007viii examples of performance indicators linked to the asses
23、sment criteria that can be used for assessing the performance of the service. This International Standard and ISO 24512 address the following topics: a brief description of the physical/infrastructural and managerial/institutional components of water utilities; core objectives for water utilities, c
24、onsidered to be globally relevant at the broadest level; guidelines for the management of the water utilities; guidelines for the assessment of the water services with service assessment criteria related to the objectives, and performance indicators linked to these criteria. The performance indicato
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