Regional Workshop to disseminate Water Supply and Sanitation Standards of Quality of Service, adapte

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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 WORKSHOP KAMPALA (UGANDA),
JULY 24-27, 2007
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User expectations

• Robin Simpson
• Working Group 2 TC 224
• Consumers International

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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

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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

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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

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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

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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

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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

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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

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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

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Access issues guidelines (5)

• 5.2 measures to ensure equitable affordable
  accessmay 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

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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

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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

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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, 4.3.105.2,
  5.3.1,5.3.9,5.3.10
• Expectations satisfied

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Equitable distribution

• Rota cuts should avoid discrimination against
  poor districts
• Paras 4.3.8 5.3.8
• Expectation satisified

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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

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Public participation

• Public participation in regulation (not
  management) of service
• Development of forums for participation
• Release of service information (including service
  contracts)
• Paras 4.5.8,4.5.9,4.5.105.5.8,5.5.9,5.5.10
• Expectation partially satisfied transparency
  could be strengthened beyond the standard

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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

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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

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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

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Thank you

• Robin Simpson
• Robinpsimpson_at_gmail.com
• Robinsimpson_at_blueyonder.co.uk