Non-Revenue Water Reduction

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Transcript Non-Revenue Water Reduction

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

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 3

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 4

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

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

Informative Annexes

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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 6

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 7

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 8

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 9

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 10

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 11

Assessment criteria (6)

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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 12

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 13

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 14

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 15

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 16

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 17

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 18

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 19

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 20

Thank you

Robin Simpson:

[email protected]

[email protected]

WBI/InWEnt, Kampala, 24-27 July, 2007 - ISO Workshop 21