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