Description
Contents
Introduction
1 Scope……………………………………………………………………………………………………………………………………………………………….. 6
2 Terms and definitions………………………………………………………………………………………………………………………………………… 6
3 Elements of the service relating to users. ……………………………………………………………………………………………………………13
3.1 General …………………………………………………………………………………………………………………………………………..13
3.2 Access to water services…………………………………………………………………………………………………………………… 13
3.3 Provision of the service…………………………………………………………………………………………………………………….. 13
3.4 Contract management and billing. ………………………………………………………………………………………………………14
3.6 Protection of the environment…………………………………………………………………………………………………………… 14
3.7 Safety and emergency management ……………………………………………………………………………………………………14
4.1 General………………………………………………………………………………………………………………………………………….. 15
4.2 Access to water services…………………………………………………………………………………………………………………… 15
4.3 Provision of the service. ……………………………………………………………………………………………………………………15
4.4 Contract management and billing……………………………………………………………………………………………………… 16
4.5 Promoting a good relationship with users…………………………………………………………………………………………… 16
4.6 Protection of the environment………………………………………………………………………………………………………….. 17
4.7 Safety and emergency management…………………………………………………………………………………………………… 18
5 Guidelines for satisfying users’ needs and expectations……………………………………………………………………………………….. 18
5.1 General…………………………………………………………………………………………………………………………………………… 18
5.2 Access to water services……………………………………………………………………………………………………………………… 18
5.3 Provision of the service………………………………………………………………………………………………………………………. 19
5.4 Contract management and billing……………………………………………………………………………………………………….. 22
5.5 Promoting a good relationship with users……………………………………………………………………………………………… 23
5.6 Protection of the environment …………………………………………………………………………………………………………….26
5.7 Safety and emergency management……………………………………………………………………………………………………. 26
6 Assessment criteria for service to users……………………………………………………………………………………………………………….. 27
6.1 General ……………………………………………………………………………………………………………………………………… 27
6.2 Access to water services…………………………………………………………………………………………………………………….. 27
6.3 Provision of the service……………………………………………………………………………………………………………………… 28
6.4 Contract management and billing……………………………………………………………………………………………………….. 29
6.5 Promoting a good relationship with users…………………………………………………………………………………………….. 30
6.7 Safety and emergency management……………………………………………………………………………………………………. 32
7 Assessment of water services……………………………………………………………………………………………………………………………… 32
7.1 General ……………………………………………………………………………………………………………………………………………32
7.2 Assessment policy…………………………………………………………………………………………………………………………….. 33
7.3 Goal and scope of the assessment………………………………………………………………………………………………………… 33
7.4 Parties involved in the assessment………………………………………………………………………………………………………. 33
7.5 Methodology of assessment………………………………………………………………………………………………………………… 33
7.6 Service assessment criteria…………………………………………………………………………………………………………………. 34
7.7 Resources to conduct the assessment………………………………………………………………………………………………….. 34
7.8 The production of output and recommendations for the use of the output ………………………………………………….34
8 Performance indicators. ………………………………………………………………………………………………………………………………………35
8.1 General…………………………………………………………………………………………………………………………………………….. 35
8.2 Performance indicators systems…………………………………………………………………………………………………………… 35
8.3 Quality of the information…………………………………………………………………………………………………………………… 36
8.4 Example of a performance indicator…………………………………………………………………………………………………….. 36
Annex A………………………………………………………………………………………………………………………………………………………………… 38
A.2 Access to drinking water services…………………………………………………………………………………………………………. 38
A.3 Provision of the service………………………………………………………………………………………………………………………. 39
A.3.1 Time to establish new service provisions…………………………………………………………………………………………………………. 39
A.3.2 Repairs…………………………………………………………………………………………………………………………………………………………. 39
A.3.3 Price of service………………………………………………………………………………………………………………………………………………. 40
A.3.4 Quantity of drinking water supply…………………………………………………………………………………………………………………… 40
A.3.5 Drinking water quality……………………………………………………………………………………………………………………………………. 41
A.3.6 Aesthetic aspects of water……………………………………………………………………………………………………………………………… 41
A.3.7 Pressure of drinking water supply…………………………………………………………………………………………………………………… 42
A.3.8 Continuity of drinking water supply. ………………………………………………………………………………………………………………..42
A.3.9 Coverage and availability of drinking water services………………………………………………………………………………………… 43
A.3.10 Coverage and availability of wastewater services…………………………………………………………………………………………… 44
A.3.11 Property flooding by wastewater………………………………………………………………………………………………………………….. 44
A.4 Contract management and billing………………………………………………………………………………………………………… 45
A.4.1 Availability of a clear service agreement…………………………………………………………………………………………………………… 45
A.4.2 Accuracy of billing…………………………………………………………………………………………………………………………………………… 46
A.4.3 Response to billing complaints. ……………………………………………………………………………………………………………………….46
A.4.4 Clarity of billing. …………………………………………………………………………………………………………………………………………….46
A.4.5 Methods of payment……………………………………………………………………………………………………………………………………… 46
A.5 Promoting a good relationship with the users……………………………………………………………………………………….. 47
A.5.1 General………………………………………………………………………………………………………………………………………………………… 47
A.5.2 Written contacts…………………………………………………………………………………………………………………………………………… 48
A.5.3 Telephone contacts……………………………………………………………………………………………………………………………………… 48
A.5.4 User visits to the office of the water utility…………………………………………………………………………………………………….. 48
A.5.5 Visits to the user…………………………………………………………………………………………………………………………………………. 49
A.5.6 Complaints and requests……………………………………………………………………………………………………………………………. 49
A.5.7 Notification on restrictions and interruptions………………………………………………………………………………………………. 49
A.5.8 Availability of service information………………………………………………………………………………………………………………… 49
A.5.9 Community activities………………………………………………………………………………………………………………………………….50
A.5.10 Participation of the users………………………………………………………………………………………………………………………….. 50
A.6 Protection of the environment…………………………………………………………………………………………………………. 51
A.6.1 Sustainable use of natural resources………………………………………………………………………………………………………….. 51
A.6.2 Wastewater treatment ………………………………………………………………………………………………………………………………..51
A.6.3 Environmental impact ………………………………………………………………………………………………………………………………..51
A.7 Safety and emergency management ………………………………………………………………………………………………….52
Annex B.. …………………………………………………………………………………………………………………………………………………………….53
Bibliography……………………………………………………………………………………………………………………………………………………….. 55