standardisation project „water services“ iso tc 224 · 2 rohrhofer & partner / vienna (aut)...

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Rohrhofer & Partner / Vienna (AUT)

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2nd EWA Brussels ConferenceNov 7, 2006

Standardisation ProjectStandardisation Project„„Water ServicesWater Services““

ISO TC 224ISO TC 224Consequences on Operational PracticeConsequences on Operational Practice

(Wastewater Services)(Wastewater Services)Karl J. Rohrhofer, P.E.OEKOPLAN – Design

OEKOREAL – RealizationGWCC – Consulting

Vienna / Austria / [email protected]@rohrhofer.at

2nd EWA Brussels Conference

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ISO Standard 24500 Series

Management of Utilities and Assessment ofServices in the

Water and Wastewater Sector� Scope� Components� Objectives� Guidelines for the Management� Service Quality Assessment� Related Performance Indicators (PIs)� Use of PIs for Operation

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Who writes the Standard?

ISO Technical Committee 224� Secretariat and Presidency from France� 4 Working Groups

– WG 1 – Definitions … France (D. Olivier)– WG 2 – Service to Users … Spain (E. Cabrera)– WG 3 – Water Supply … Canada (D. Ellison)– WG 4 – Wastewater … Austria (K. Rohrhofer)

[supported by AustrianFederal Life Ministry, BMLFUW]

ISO member countries can participatealso international water / consumer bodies andorganizations

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DIS 24511Guidelines for the Management of Wastewater Utilities and forthe Assessment of Wastewater Services

DIS 24510Guidelines for the Improvement and for the Assessmentof the Service to UsersDIS 24512Guidelines for the Management of Drinking water Utilities andfor the Assessment of Drinking water Services

WG2

WG4

WG3

WG1 Terminology

Structure of the Standard

Status Quo: DIS-Stage; finalization: beginning of 2007

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Components of theServices

Performance Indicators

Performance vs. Assessment

Actions to follow (Guidelines)

Assessment Criteria

Objectives

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PDCAplan-do-check-act

ISO 24500 Series

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Schematic of WW Services

Source: IWA HandbookPIs for Wastewater

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Types of WW Systems

Source: Hydroconseil France

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Example: REPAIRS

the Users expect:repair in approp. timeinformation in timeminimumdisturbance

the ServiceSupplier shall:inform user abouttime, duration andconsequencesminimizedisturbance

Consequences ofservice interruption:execution in plannedtimeextent of userinformation

Objectives Guidelines AssessmentCriteria

How to use ISO 24500 Series …

Average Interruption TimeInterruption per ConnectionPIs

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Example of PIs for WWObjective: Protection of Public Health�� SAFE DISCHARGE OF WASTEWATER

PI: WWTPs compliance with discharge consents (%)

Definition:Percentage of the population equivalent that complywith the applicable discharge consents

Comment:Discharge consents refer to the effluent quality standardsthat apply.

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Intended Benefits

The ISO Standards 24510 / 24511 / 24512� provide a common language� are applicable, both in the industrialized and in the

developing world� give guidance for the management and the assessment

of Water Supply and Wastewater Services� provide tools (PIs) to make these services visible and

measurable.

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Principles;ObjectivesFunctional

RequirementsDetailed Guidance

other standards, e.g. ENs, national standards/rules

Client Specification Documents PerformanceIndicators; National Standards

Levels of DetailsIS

O sta

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Anne

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Source: Drs.ing. C. Snaterse MMC / NL

ISO TC 24500 Series

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� … are tools to measure performances� … influence / regulate the whole business life� … not only limited to water and waste water

managementMain questions concerning the use of PIs:� For which purpose?� Who creates the PI System?

– Utility itself– User [e.g. via „user associations“]– Authority/Regulator

Performance Indicators (PIs)

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PI System

Water Resources

Finance

Personnel

Quality ofService

Operation

Technical AssetPIs

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PI Systems Wastewater

� IWA offers in the PI handbooks a large number (approx.150) of different PIs

� Any PI System must be „tailor-made“ with regard– to location, social circumstances, size, economy– to the questions to be answered– to the problems to be solved

� Always: selection of a “small” number of appropriate PIs(approx. 10 – 25 PIs) is recommended

� Note: “Data Collection” alone is not a “PI System”!

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IWA Handbook

Table 1. Structure of the performance indicator frameworkCode

En Environmental indicatorsPe Personnel indicatorsPh Physical indicatorsOp Operational indicatorsQS Quality of service indicators

Perfo

rman

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dicato

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Fi Economical and financial indicators

PI System for Wastewater Services

Source: IWA Handbook. PIs for Wastewater

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Quality Indicators

Volume of wastewater receivingtertiary treatment / collectedsewerage x 100

TertiaryTreatment

wQS7

SUM [Number of propertiesaffected bydiscontinuities/interruptions xduration of interruptions in hours/ (connected properties x 365 x24) x 100]

Interruption ofWW collectionandtransportationservices

wQS14

Volume of wastewater treated inWWTP / collected sewerage x100

TreatedWastewater

wQS3

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Operational Indicators

Actions under proactive managementstrategy(not curative cleaning due toblockages!)

Note:

Length of sewers rehabilitated /total sewer length * 100

SewerRehabilitation

wOp20

Length of sewers cleaned / totalsewer length * 100

SewerCleaning

wOp1


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Number of blockages / totalsewer length

BlockageswOp32

blockages in service connections onlyincluded where these are theresponsibility of wastewater utility

Note:

Volume of water enteringsewers (from groundwater andwrong connections) less theleakage from sewers intoground / (collected sewage +inflow + infiltration – exfiltration)x 100

InflowInfiltrationExfiltration

wOp28


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Only include incidents to sewers underresponsibility of the utility

Note:

Number of sewer collapses /total sewer length x 100

SewerCollapses

wOp36

does not include collapses on serviceconnections

Note:

No. of flooding incidents relatedto sanitary sewers / total sewerlength x 100

Flooding fromSanitarySewers

wOp34


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Only based onPERFORMANCE INDICATORS,

it is feasible to “measure”/”assess”/”execute”- Self-Assessment of Utilities- Strategic Asset Management- Metric and Process Benchmarking

Findings and Shortcomings

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Findings and Shortcomings

Also financing Institutes/Institutions/Donorse.g. Ministries,Development Agencies,Worldbank,EBRDshould base all Funding-/ Loan-/ Donor-Contracts

on PERFORMANCE INDICATORS!

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Thank you for your attention!

WWTP ofthe City ofVienna

4.000.000 PE

BSB5 15 mg/lCSB 75 mg/lTOC 25 mg/lNH4-N 5 mg/l

For further questions:office@rohrhofer. at