ISO 24510:2024 与饮用水和废水业务相关的活动 消费者服务的改进和评定指南

标准编号：ISO 24510:2024

中文名称：与饮用水和废水业务相关的活动 消费者服务的改进和评定指南

英文名称：Activities relating to drinking water and wastewater services — Guidelines for the assessment and for the improvement of the service to users

发布日期：2024-01

标准范围

本文件规定了与用户相关和感兴趣的饮用水和废水处理服务的要素。它还就如何确定用户的需求和期望以及如何评估这些需求和期望是否得到满足提供了指导。以下内容属于本文件的范围:—？不同利益相关者通用语言的定义；—？向用户定义服务的关键要素和特征；—？关于用户需求和期望的服务目标；—？满足用户需求和期望的准则；—？对用户服务的评估标准；—？绩效指标介绍；—？绩效指标示例。以下内容超出了本文档的范围:—？饮用水和废水系统的设计和建造方法；—？饮用水和废水处理服务相关活动（包括承包）的运营和管理的监管管理结构和方法；—？与建筑物内部系统相关的主题。

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.

The following are within the scope of this document:

—     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;

—     assessment criteria for service to users;

—     introduction to performance indicators;

—     examples of performance indicators.

The following are outside the scope of this document:

—     methods of design and construction of drinking water and wastewater systems;

—     the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting;

—     topics relating to the system inside buildings.

标准预览图