Description
Contents
Introduction…………………………………………………………………………………………………………………………………….. 1
1 Scope……………………………………………………………………………………………………………………………………………. 6
2 Terms and definitions…………………………………………………………………………………………………………………….. 6
3 Components of wastewater systems. ……………………………………………………………………………………………..14
3.1 General………………………………………………………………………………………………………………………… 14
3.2 Types of wastewater systems………………………………………………………………………………………….. 14
3.3 Centralized/decentralized systems…………………………………………………………………………………… 14
3.4 On-site-systems……………………………………………………………………………………………………………. 16
3.5 Disposal/reuse of residues. ……………………………………………………………………………………………..17
4 Objectives for the wastewater utility……………………………………………………………………………………………… 17
4.1 General …………………………………………………………………………………………………………………………17
4.2 Protection of public health. ……………………………………………………………………………………………..19
4.3 Meeting users’ needs and expectations……………………………………………………………………………… 19
4.5 Sustainability of the wastewater utility……………………………………………………………………………… 20
4.6 Promotion of sustainable development of the community. ……………………………………………………20
4.7 Protection of the environment…………………………………………………………………………………………. 21
5 Management components of a wastewater utility…………………………………………………………………………… 21
5.1 General …………………………………………………………………………………………………………………………21
5.2 Activities and process management………………………………………………………………………………….. 22
5.3 Resources management…………………………………………………………………………………………………. 22
5.4 Asset management………………………………………………………………………………………………………… 22
5.5 Customer relations management ……………………………………………………………………………………..23
5.6 Information management ……………………………………………………………………………………………….23
5.7 Environmental management………………………………………………………………………………………….. 24
6.2 Organization………………………………………………………………………………………………………………… 24
6.3 Planning and construction. ……………………………………………………………………………………………..26
6.4 Operations and maintenance…………………………………………………………………………………………. 26
7 Assessment of water services. ………………………………………………………………………………………………………30
7.1 General ……………………………………………………………………………………………………………………….30
7.2 Assessment policy. ………………………………………………………………………………………………………31
7.3 Goal and scope of the assessment ………………………………………………………………………………….31
7.4 Parties involved in the assessment …………………………………………………………………………………32
7.5 Methodology of assessment…………………………………………………………………………………………. 32
7.6 Service assessment criteria………………………………………………………………………………………….. 32
7.7 Resources to conduct the assessment……………………………………………………………………………. 33
7.8 The production of output and recommendations for the use of the output………………………….. 33
8 Performance indicators. ……………………………………………………………………………………………………………..33
8.1 General ………………………………………………………………………………………………………………………33
8.2 Performance indicators systems……………………………………………………………………………………. 33
8.3 Quality of the information……………………………………………………………………………………………. 36
Annex A……………………………………………………………………………………………………………………………………….. 37
Annex B.. ………………………………………………………………………………………………………………………………………39
Table B.1 — Wastewater utility objectives and examples of possible actions…………………………….. 39
Annex C………………………………………………………………………………………………………………………………………. 43
Table D.1 — Management components and examples of possible actions………………………………… 43
Annex D………………………………………………………………………………………………………………………………………. 46
Annex E………………………………………………………………………………………………………………………………………. 54
Bibliography. ……………………………………………………………………………………………………………………………….56