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Service activities relating to drinking water supply systems and wastewater systems
Chairman : Jean-Luc REDAUD France Secretariat : AFNOR
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for both the interest of users and the protection of the environment
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ISO 24510
1 Scope 2 Terms and definitions 3 Elements of the service relating to users 4 Objectives for the service 5 Guidelines for satisfying usersneeds and expectations 6 Assessment criteria for service to users 7 Assessment of service to users 8 Performance indicators
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ISO 24511/24512
1 Scope 2 Terms and definitions 3 Components 4 Objectives for the utility 5 Management components of a utility 6 Guidelines for the management of utilities 7 Assessment of water services 9 8 Performance indicators
ISO 24510
Essential components relating to users
1. 2. 3. 4. Access to water services Provision of the service Contract management and billing Promoting a good relationship with the users 5. Protection of the environment 6. Safety and emergency management
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Components
Water Source Intake and transport Treatment (if necessary) Distribution of drinking water User installation
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A common terminology
useful standards to avoid numerous misunderstandings
Utilities / water systems / services Consumers / users / registered user Connections : point of delivery / point of use /point of discharge, etc. Stakeholders : function / status Guidelines for management / 12
Example of relevant relationships among stakeholders for establishing objectives, assessment criteria and performance RESPONSIBLE indicators BODY
takes in account as basis
legal requirements Best practices Expectations recommendations guidelines
set
establishes
express
OPERATOR
plans the related processes and activities may add its own internal objectives, criteria & PIs
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April 2006 to September 2006 Draft International Standard enquiries (DIS) open to all ISO member bodies (about 100)
Monitoring by
Water system or water demand
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DO
management components
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ACT
criteria
PIs
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assessment
CHECK
X
Number = clause X of standard Letter = annex X 19
PIs Systems
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IWA framework
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ISO 224
Water demand
Local authorities
Users
Regulators
Application en France
Rglementations environnementales et sanitairesenqutes publiques Rapport annuel maire, des dlgataires Commission consultative des services publics locaux Liste indicateurs obligatoires
Eau potable Taux dinterruption non programmes Taux de conformit analyse bacterio et physico Indice linaire de perte Indice davancement de protection de la ressource assainissement Taux de dbordement Taux de desserte Taux de points noirs pa r kilomtre Taux de conformit des rejets dpuration Taux de boues vacuee selon filire prconise Service Prix au m3 pour 120 m3 Taux rclamations crites Taux dimpays/Abandons de crance Stratgie patrimoniale (rseaux Dure dextinction de la dette
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Les CCSPL outils des communes pour organiser un dialogue entre de multiples acteurs
Bureaux dtudes communes chercheurs
Indicateurs de performances Evaluation-compte-rendu
Demande en eau
observatoire
Rgulateurs
UE, Etat ONEMA
associations
Police sanitaire
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