ISO INTERNATIONAL STANDARD 24523 First edition 2017-02 Service activities relating to drinking water supply systems and wastewater systems - Guidelines for benchmarking of water utilities Activités de service relatives aux systemes d'alimentation en eau potable et aux systemes d'assainissement - Lignes directrices pour le benchmarking des services publics de I'eau Reference number IS0 24523:2017(E) International Organization for Standardization @ IS0 2017 =ZHEJIANG INST OF STANDARDIZATION C1 5956617 HS unde mitted without license from IHS IS0 24523:2017(E) COPYRIGHTPROTECTEDDOCUMENT IS0 2017, Published in Switzerland All rights reserved. Unless otherwise specified, no part of this publication may be reproduced or utilized otherwise in any form or by any means, electronic or mechanical, including photocopying, or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISO's member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 [email protected] www.iso.org icensee-ZHEJIANG INST OF STANDARDIZoISQ s31.7 - All rights reserved Not for Resale, 2017/5/11 02:36:07 networking permited without license from IHS IS0 24523:2017(E) Contents Page Foreword ..iv Introduction .. 1 Scope. ..1 2 Normative references ..1 3 Terms and definitions ..1 4 Benchmarking - Objectives, work steps and characteristics. .4 4.1 Objectives 4 4.2 Performance assessment and performance improvement. ..4 4.3 Benchmarking work steps. ..5 4.4 Requirements on performance indicator systems for drinking water and wastewater services. .8 4.5 Benchmarking at different levels of detail 10 5 Notes and recommendations for benchmarking projects ..12 5.1 General 12 5.2 Comparability of benchmarking objects .12 5.3 Notes for project organization, project management and data management. .12 5.3.1 Project organization. .12 5.3.2 Project management of the overall project .12 5.3.3 Data management. 13 5.4 Requirements on the personnel involved .13 Results and their application ..13 6.1 Principle of confidentiality .13 6.2 Use and presentation of results in public .13 6.3 Notes for the interpretation of results. ..14 7 Project costs ..14 Annex A (informative) Checklist for clarification of the principles of cooperation and confidentiality in the treatment of data, information and project results in benchmarking projects. ..15 Annex B (informative) Examples for voluntary and industry based benchmarking projects .16 Bibliography .17 ii See=ZHEJIANG INST OF STANDARDIZATION C1 5956617 ithout license from IHS Not for Resale, 2017/5/11 02:36:07