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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

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User expectations

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  1. Regional Workshop to disseminate Water Supply and Sanitation Standards of Quality of Service, adapted to LDCsPreparation to the ISO TC 224 Draft Standards test in Africa. WBI/InWEnt/AFWA/NWSC WORKSHOPKAMPALA (UGANDA), JULY 24-27, 2007

  2. User expectations Robin Simpson Working Group 2 TC 224 Consumers International

  3. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  4. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  5. 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 chapters WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  6. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  7. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  8. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  9. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  10. 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” WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  11. 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” WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  12. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  13. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  14. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  15. Equitable distribution • Rota cuts should avoid discrimination against poor districts • Paras 4.3.8; 5.3.8; • Expectation satisified WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  16. 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’ WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  17. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  18. 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 WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  19. 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’ WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  20. 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’ WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

  21. Thank you • Robin Simpson: • Robinpsimpson@gmail.com • Robinsimpson@blueyonder.co.uk WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop

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