Environment and Climate Change

This document specifies the elements of drinking water and wastewater services of relevance and interest to users. It also provides guidance on how to
identify users’ needs and expectations and how to assess whether these are being met.
The following are within the scope of this document:
— the definition of a language common to the different stakeholders;
— the definition of key elements and characteristics of the service to users;
— the objectives for the service with respect to users’ needs and expectations;

— guidelines for satisfying users’ needs and expectations;
— assessment criteria for service to users;
— introduction to performance indicators;
— examples of performance indicators.
The following are outside the scope of this document:
— methods of design and construction of drinking water and wastewater systems;
— the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services,
including contracting;
— topics relating to the system inside buildings.

This document provides guidelines for the management of wastewater utilities and the assessment of wastewater services.
This document is applicable to publicly and privately owned and operated wastewater utilities but does not favour any particular ownership or operational
model.

NOTE 1 Wastewater is always generated when water is used or consumed. Accordingly, sources of wastewater can be residential, industrial, commercial or
institutional. Collected storm water or (melted) snow can also be considered as wastewater, as it often carries contaminants and pathogens picked up from
air or ground surfaces on its way to a collection system. In certain circumstances, especially in undeveloped areas, sanitary waste is collected in an
undiluted form.
This document addresses wastewater systems in their entirety and is applicable to systems at any level of development (e.g. pit latrines, on-site systems,
networks, treatment facilities).
The following are within the scope of this document:
— the definition of a language common to different stakeholders;
— objectives for the wastewater utility;
— guidelines for the management of wastewater utilities;
— service assessment criteria and related examples of performance indicators, all without setting any target values or thresholds.
The following are outside the scope of this document:
— methods of design and construction of wastewater systems;
— regulation of the management structure and the methodology of wastewater service activities of operation and management;
— regulation of the content of contracts or subcontracts;
— topics related to the systems inside buildings, between the point-of-discharge and the point-of-collection

This document provides guidelines for the management of drinking water utilities and the assessment of drinking water services.
This document is applicable to publicly and privately owned and operated water utilities. It does not favour any particular ownership or operating model.

This document addresses drinking water systems in their entirety and is applicable to systems at any level of development (e.g. on-site systems, distribution
networks, treatment facilities).
The following are within the scope of this document:
— the definition of a language common to different stakeholders;
— the definition of the components of drinking water supply systems;
— guidelines for the management of drinking water utilities;
— guidelines for objectives, service assessment criteria and related performance indicators, appropriate for the assessment of drinking water services.
The following are outside the scope of this document:
— target values and thresholds for proposed objectives, service assessments criteria and related performance indicators;
— matters relating to the design and construction of drinking water systems;
— matters relating to the management structure of drinking water utilities;
— matters relating to the regulation of drinking water services, including management and operational activities;
— matters relating to regulating the content of contracts or subcontracts;
— installations between point of delivery and point of use.