NF ISO 24510

NF ISO 24510

August 2010
Standard Cancelled

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.

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Main informations

Collections

National standards and national normative documents

Thematics

Silver économie

Publication date

August 2010

Number of pages

74 p.

Reference

NF ISO 24510

ICS Codes

03.080.30   Services for consumers
13.060.20   Drinking water
13.060.30   Sewage water

Classification index

P15-920

Print number

1 - 20/07/2010

International kinship

ISO 24510:2007
Sumary
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.
Standard replaced by (1)
NF ISO 24510
February 2024
Standard Current
Activities relating to drinking water and wastewater services - Guidelines for the assessment and for the improvement of the service to users

<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>

Table of contents
View the extract
  • Avant-propos
    v
  • Introduction
    vi
  • 1 Domaine d'application
    1
  • 2 Termes et définitions
    2
  • 3 Éléments constitutifs du service aux usagers
    10
  • 3.1 Généralités
    10
  • 3.2 Accès aux services de l'eau
    10
  • 3.3 Fourniture du service
    11
  • 3.4 Gestion du contrat de service et facturation
    11
  • 3.5 Établissement et maintien de bonnes relations avec les usagers
    11
  • 3.6 Protection de l'environnement
    12
  • 3.7 Management de la sécurité et gestion des urgences
    12
  • 4 Objectifs de service quant aux besoins et aux attentes des usagers
    12
  • 4.1 Généralités
    12
  • 4.2 Accès aux services de l'eau
    12
  • 4.3 Fourniture du service
    12
  • 4.4 Gestion du contrat de service et facturation
    14
  • 4.5 Promotion de bonnes relations avec l'usager
    14
  • 4.6 Protection de l'environnement
    16
  • 4.7 Management de la sécurité et gestion des urgences
    16
  • 5 Lignes directrices pour la satisfaction des besoins et des attentes des usagers
    16
  • 5.1 Généralités
    16
  • 5.2 Accès aux services de l'eau
    17
  • 5.3 Fourniture du service
    17
  • 5.4 Gestion du contrat de service et facturation
    21
  • 5.5 Promotion des bonnes relations avec l'usager
    22
  • 5.6 Protection de l'environnement
    26
  • 5.7 Management de la sécurité et gestion des urgences
    27
  • 6 Critères d'évaluation du service aux usagers
    27
  • 6.1 Généralités
    27
  • 6.2 Accès aux services de l'eau et de l'assainissement
    28
  • 6.3 Fourniture du service
    28
  • 6.4 Gestion du contrat de service et facturation
    30
  • 6.5 Promotion des bonnes relations avec l'usager
    31
  • 6.6 Protection de l'environnement
    32
  • 6.7 Management de la sécurité et gestion des urgences
    33
  • 7 Évaluation du service aux usagers
    34
  • 7.1 Généralités
    34
  • 7.2 Objectifs et politique d'évaluation
    34
  • 7.3 Objectif et domaine d'application de l'évaluation
    35
  • 7.4 Parties impliquées dans l'évaluation
    35
  • 7.5 Méthodologie d'évaluation
    35
  • 7.6 Critères d'évaluation du service
    36
  • 7.7 Ressources nécessaires à la conduite de l'évaluation
    36
  • 7.8 Production de résultats et recommandations pour l'utilisation des résultats
    36
  • 8 Indicateurs de performance
    36
  • 8.1 Généralités
    36
  • 8.2 Système d'indicateurs de performance
    37
  • 8.3 Qualité de l'information
    38
  • 8.4 Exemple d'indicateur de performance
    39
  • Annexe A (informative) Tableaux des termes anglais, français et espagnols
    40
  • Annexe B (informative) Exemples d'indicateurs de performance
    46
  • Annexe C (informative) Exemple de procédure d'attribution d'un niveau de confiance aux systèmes d'indicateurs de performance
    60
  • Bibliographie
    62
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