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1
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Standardisation ProjectStandardisation Project„„Water ServicesWater Services““
ISO TC 224ISO TC 224Consequences on Operational PracticeConsequences on Operational Practice
(Wastewater Services)(Wastewater Services)Karl J. Rohrhofer, P.E.OEKOPLAN – Design
OEKOREAL – RealizationGWCC – Consulting
Vienna / Austria / [email protected]@rohrhofer.at
2nd EWA Brussels Conference
2
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
ISO Standard 24500 Series
Management of Utilities and Assessment ofServices in the
Water and Wastewater Sector� Scope� Components� Objectives� Guidelines for the Management� Service Quality Assessment� Related Performance Indicators (PIs)� Use of PIs for Operation
3
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Who writes the Standard?
ISO Technical Committee 224� Secretariat and Presidency from France� 4 Working Groups
– WG 1 – Definitions … France (D. Olivier)– WG 2 – Service to Users … Spain (E. Cabrera)– WG 3 – Water Supply … Canada (D. Ellison)– WG 4 – Wastewater … Austria (K. Rohrhofer)
[supported by AustrianFederal Life Ministry, BMLFUW]
ISO member countries can participatealso international water / consumer bodies andorganizations
4
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
DIS 24511Guidelines for the Management of Wastewater Utilities and forthe Assessment of Wastewater Services
DIS 24510Guidelines for the Improvement and for the Assessmentof the Service to UsersDIS 24512Guidelines for the Management of Drinking water Utilities andfor the Assessment of Drinking water Services
WG2
WG4
WG3
WG1 Terminology
Structure of the Standard
Status Quo: DIS-Stage; finalization: beginning of 2007
5
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Components of theServices
Performance Indicators
Performance vs. Assessment
Actions to follow (Guidelines)
Assessment Criteria
Objectives
1
2
3
4
5
6
PDCAplan-do-check-act
ISO 24500 Series
6
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Schematic of WW Services
Source: IWA HandbookPIs for Wastewater
7
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Types of WW Systems
Source: Hydroconseil France
8
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Example: REPAIRS
the Users expect:repair in approp. timeinformation in timeminimumdisturbance
the ServiceSupplier shall:inform user abouttime, duration andconsequencesminimizedisturbance
Consequences ofservice interruption:execution in plannedtimeextent of userinformation
Objectives Guidelines AssessmentCriteria
How to use ISO 24500 Series …
Average Interruption TimeInterruption per ConnectionPIs
9
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Example of PIs for WWObjective: Protection of Public Health���� SAFE DISCHARGE OF WASTEWATER
PI: WWTPs compliance with discharge consents (%)
Definition:Percentage of the population equivalent that complywith the applicable discharge consents
Comment:Discharge consents refer to the effluent quality standardsthat apply.
10
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Intended Benefits
The ISO Standards 24510 / 24511 / 24512� provide a common language� are applicable, both in the industrialized and in the
developing world� give guidance for the management and the assessment
of Water Supply and Wastewater Services� provide tools (PIs) to make these services visible and
measurable.
11
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Principles;ObjectivesFunctional
RequirementsDetailed Guidance
other standards, e.g. ENs, national standards/rules
Client Specification Documents PerformanceIndicators; National Standards
Levels of DetailsIS
O sta
ndar
ds
Anne
x
Source: Drs.ing. C. Snaterse MMC / NL
ISO TC 24500 Series
12
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
� … are tools to measure performances� … influence / regulate the whole business life� … not only limited to water and waste water
managementMain questions concerning the use of PIs:� For which purpose?� Who creates the PI System?
– Utility itself– User [e.g. via „user associations“]– Authority/Regulator
Performance Indicators (PIs)
13
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
PI System
Water Resources
Finance
Personnel
Quality ofService
Operation
Technical AssetPIs
14
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
PI Systems Wastewater
� IWA offers in the PI handbooks a large number (approx.150) of different PIs
� Any PI System must be „tailor-made“ with regard– to location, social circumstances, size, economy– to the questions to be answered– to the problems to be solved
� Always: selection of a “small” number of appropriate PIs(approx. 10 – 25 PIs) is recommended
� Note: “Data Collection” alone is not a “PI System”!
15
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
IWA Handbook
Table 1. Structure of the performance indicator frameworkCode
En Environmental indicatorsPe Personnel indicatorsPh Physical indicatorsOp Operational indicatorsQS Quality of service indicators
Perfo
rman
ce in
dicato
rs
Fi Economical and financial indicators
PI System for Wastewater Services
Source: IWA Handbook. PIs for Wastewater
16
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Quality Indicators
Volume of wastewater receivingtertiary treatment / collectedsewerage x 100
TertiaryTreatment
wQS7
SUM [Number of propertiesaffected bydiscontinuities/interruptions xduration of interruptions in hours/ (connected properties x 365 x24) x 100]
Interruption ofWW collectionandtransportationservices
wQS14
Volume of wastewater treated inWWTP / collected sewerage x100
TreatedWastewater
wQS3
17
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Operational Indicators
Actions under proactive managementstrategy(not curative cleaning due toblockages!)
Note:
Length of sewers rehabilitated /total sewer length * 100
SewerRehabilitation
wOp20
Length of sewers cleaned / totalsewer length * 100
SewerCleaning
wOp1
Source: IWA Handbook. PIs for Wastewater
18
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Operational Indicators
Number of blockages / totalsewer length
BlockageswOp32
blockages in service connections onlyincluded where these are theresponsibility of wastewater utility
Note:
Volume of water enteringsewers (from groundwater andwrong connections) less theleakage from sewers intoground / (collected sewage +inflow + infiltration – exfiltration)x 100
InflowInfiltrationExfiltration
wOp28
Source: IWA Handbook. PIs for Wastewater
19
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Operational Indicators
Only include incidents to sewers underresponsibility of the utility
Note:
Number of sewer collapses /total sewer length x 100
SewerCollapses
wOp36
does not include collapses on serviceconnections
Note:
No. of flooding incidents relatedto sanitary sewers / total sewerlength x 100
Flooding fromSanitarySewers
wOp34
Source: IWA Handbook. PIs for Wastewater
20
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Only based onPERFORMANCE INDICATORS,
it is feasible to “measure”/”assess”/”execute”- Self-Assessment of Utilities- Strategic Asset Management- Metric and Process Benchmarking
Findings and Shortcomings
21
Rohrhofer & Partner / Vienna (AUT)
ISO
TC 22
4 -W
aterS
ervic
es
2nd EWA Brussels ConferenceNov 7, 2006
Findings and Shortcomings
Also financing Institutes/Institutions/Donorse.g. Ministries,Development Agencies,Worldbank,EBRDshould base all Funding-/ Loan-/ Donor-Contracts
on PERFORMANCE INDICATORS!