User expectations

Regional Workshop to disseminate Water Supply and Sanitation Standards of Quality of

Service, adapted to LDCs

Preparation to the ISO TC 224 Draft Standards test in Africa.

WBI/InWEnt/AFWA/NWSC WORKSHOP

KAMPALA (UGANDA), JULY 24-27, 2007

User expectations

Robin Simpson

Working Group 2 TC 224

Consumers International

WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO WorkshopWBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop 33

ISO TC 224

ISO 24510 Guidelines for improvement & evaluation of service to the users

Drafted by WG 2. Chair: Enrique Cabrera (Valencia Univ. Spain) Consumer viewpoint Also ad hoc developing countries group


Step by step

1. Identify components of service to users -chapter 3

2. Define objectives for the service -c.4 3. Apply guidelines (for satisfying users

needs and expectations-c. 5) 4. Define assessment criteria-c. 6-7 Ann. B 5. Define performance indicators-c.8 A.B/C 6. Assess performance – v- objectives c.7


chapters

Common Intro + 0.4 1. Scope 2. Definitions 3. Elements of service

to users 4.Objectives – users’

needs & expectations 5.Guidelines – ditto

6. Assessment criteria 7. Assessment 8. Performance

indicators


Informative Annexes

A.A. glossary of terms (Eng. Fr. Sp) A.B. Examples of performance indicators: Access to water services provision of service (11 examples) Contracts & billing (5) Relations with users (9) Environmental protection (3) Safety & emergency management


Elements of service to users

Access to water services Provision of service Contract of service (may be ‘implicit’) Relations with users Environmental protection Safety and emergency management


Key actors

Relevant authorities eg government, regulator (2.36)

Responsible body eg municipality, corporation (2.42)

Water utility (2.53) Operator (2.23) NB: these functions may overlap


Key characteristics

Worldwide applicability (eg networks – v- non-networked systems)

Local nature of service Essential nature of service Link to ISO 26000: social responsibility MDG relevance


Access issues – elements (3) & objectives (4)

Ch 3.2 “Access to service means not only connection to networked drinking water & wastewater systems but also if these are not available, access to other means of service”

Ch 4. 2. As above + “Users also expect that the relevant authority or responsible body plan the development and provision of water services ..and inform them on the timing of providing such access”


Access issues – guidelines (5)

5.2 “measures to ensure equitable & affordable access…may include: grants (including support for connections for poor) loans, social tariffs (including possible zero rate tariff blocks targeted on poorest) subsidies, cross subsidies between households at different income levels…”

“the choice of such measures, which may be temporary,should take into account cost & effectiveness..financial viability and sustainability of the service”


Assessment criteria (6)

6.2 8 criteria: Quantity of water available to users Equity in access Access in rural and/or poor zones Access for low income households Affordability of services Public policy for access for vulnerable Availability of feasible and affordable alternatives Sustainability of services


Performance indicators (A.B)

B.2 Access to water Average quantity of water available

/person/day IWA calculation WR2 Comment: (note of caution) calculation

should not be less than annual, beware inter-service comparisons


CI statement of ‘consumer expectations’

Standard applicable to non-networked systems +

Where no networks, then timetable Paras: 4.2, 4.3.1, 4.3.9, 4.3.10;5.2,

5.3.1,5.3.9,5.3.10; Expectations satisfied


Equitable distribution

Rota cuts should avoid discrimination against poor districts

Paras 4.3.8; 5.3.8; Expectation satisified


Contractual rights to service

Concept of ‘implicit contract’ Service not dependant on written or

individualised contract Paras 4.4.1; 5.4.1 5.4.1 “individual contracts or written

contracts may not be necessary” Expectation mainly satisfied; prefer term

‘implicit contract’


Public participation

Public participation in regulation (not management) of service

Development of forums for participation Release of service information (including

service contracts) Paras: 4.5.8,4.5.9,4.5.10;5.5.8,5.5.9,5.5.10; Expectation partially satisfied; transparency

could be strengthened beyond the standard


Payment methods

The poor prefer to pay small sums more frequently

Standard silent on pre-payment Paras: 4.4.5; 5.4.5; Expectation largely satisfied


Pricing

Fair price factors recognised: Affordability Cost Historic price levels Rate of return Impact on water use Paras 4.3.3; 5.2,5.3.3, 5.3.10; Expectations partially satisfied, would prefer

reference to ‘fair rate of return on capital’


Conclusions

innovative standard Performance indicators not ‘off the shelf’ Principles, tools and methods to promote

dialogue between stakeholders Objectives locally defined and performance

set against objectives Need to assess standard away from rich

countries: ‘Africa test’


Thank you

Robin Simpson:

[email protected] [email protected]

User expectations

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