ISO/TS 37151:2015

Smart community infrastructures - Principles and requirements for performance metrics

ISO/TS 37151:2015 gives principles and specifies requirements for the · definition, · identification, · optimization, and · harmonization of community infrastructure performance metrics, and gives recommendations for analysis, including · smartness, · interoperability, · synergy, · resilience, · safety, and · security of community infrastructures. Community infrastructures include, but are not limited to, energy, water, transportation, waste, and ICT. The principles and requirements of ISO/TS 37151:2015 are applicable to communities of any size sharing geographic areas that are planning, commissioning, managing, and assessing all or any element of its community infrastructures. However, the selection and the importance of metrics or (key) performance indicators of community infrastructures is a result of the application of ISO/TS 37151:2015 and depends on the characteristics of each community. In ISO/TS 37151:2015, the concept of smartness is addressed in terms of performance relevant to technologically implementable solutions, in accordance with sustainable development and resilience of communities as defined in ISO/TC 268.

Infrastructures communautaires intelligentes — Principes et exigences pour la métrique des performances

General Information

• Status: Published
• Publication Date: 06-May-2015
• ICS: 13.020.20 - Environmental economics. Sustainability
• Technical Committee: ISO/TC 268/SC 1 - Smart community infrastructures
• Drafting Committee: ISO/TC 268/SC 1/WG 1 - Infrastructure metrics
• Current Stage: 9599 - Withdrawal of International Standard
• Start Date: 04-Sep-2024
• Completion Date: 30-Oct-2025

Relations

• Revised: ISO 37151:2024 - Smart community infrastructures - Principles and requirements for performance metrics
• Effective Date: 06-Jun-2022

Overview

ISO/TS 37151:2015 - Smart community infrastructures - Principles and requirements for performance metrics - provides a framework of principles and requirements for developing and using performance metrics for community infrastructures. The Technical Specification covers the definition, identification, optimization and harmonization of metrics, and recommends approaches for analysis of attributes such as smartness, interoperability, synergy, resilience, safety, and security. It applies to community infrastructures of any size (energy, water, transportation, waste, ICT, etc.) and is aligned with sustainable development and resilience concepts in ISO/TC 268.

Key topics and requirements

• Scope and applicability: Applicable to communities sharing geographic areas that are planning, commissioning, managing or assessing infrastructures. Metric selection depends on local characteristics and priorities.
• Principles: Ideal properties for metrics, stakeholder perspectives, and translating community needs into infrastructure performance characteristics.
• Clause 6 step-wise approach: Requirements for a common approach to identify metrics - understanding stakeholder perspectives, identifying needs, translating needs into performance characteristics, and selecting metrics.
• Performance themes: Guidance on assessing smartness (technology‑implementable performance), interoperability, synergy across sectors, resilience, safety and security.
• Practical guidance: Informative annexes (A and B) with examples of applying the step-wise approach and relating community issues to infrastructure performance.
• Limitations: ISO/TS 37151:2015 does not prescribe specific measurement, reporting or verification methods and is not a prescriptive best‑practice playbook; it is intended to support assessment and harmonization rather than direct community-to-community comparison.

Applications

ISO/TS 37151:2015 is useful for:

• Developing consistent KPIs and performance metrics for community infrastructure planning and operation
• Supporting procurement and commissioning of integrable, scalable infrastructure products and services
• Guiding system integrators and vendors on what infrastructure performance characteristics owners expect
• Informing design trade-offs that balance sustainability, resilience and technological smartness
• Facilitating interoperability and multi‑sector coordination (energy–transport–water–ICT)

Who uses this standard

• National and local governments, regional organizations
• Community planners and developers
• Infrastructure operators and asset managers (energy, water, transport, waste, ICT)
• Vendors, constructors, engineering firms, system integrators
• NGOs and stakeholder groups focused on sustainable development

Related standards

• ISO/TR 37150:2014 (context for smart community infrastructures)
• ISO 24510 / ISO 24511 / ISO 24512 (water services standards) - compatibility considered
• ISO/TC 268 outputs on sustainable development and resilience

Keywords: ISO/TS 37151:2015, smart community infrastructures, performance metrics, KPIs, smartness, interoperability, resilience, community infrastructure planning.

Standards Content (Sample)

TECHNICAL ISO/TS
SPECIFICATION 37151
First edition
2015-05-01
Smart community infrastructures —
Principles and requirements for
performance metrics
Infrastructures communautaires intelligentes — Principes et
exigences pour la métrique des performances
Reference number
©
ISO 2015
© ISO 2015, 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
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ii © ISO 2015 – All rights reserved

Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 2
3 Terms and definitions . 2
4 Overview . 4
4.1 Outline . 4
4.2 Possible use . 4
4.2.1 General. 4
4.2.2 Support tool for community managers . 4
4.2.3 Facilitation tool . 4
5 Principles . 5
5.1 General . 5
5.2 Ideal properties to be achieved . 5
5.3 Relating community issues onto community infrastructure performances . 6
5.4 Possible stakeholders to be considered . 6
6 Requirements for common approach to identify metrics . 7
6.1 General requirements . 7
6.2 Requirements for understanding the perspectives of key stakeholders for
community infrastructures . 9
6.2.1 General. 9
6.2.2 Residents perspective . .10
6.2.3 Community managers perspective .10
6.2.4 Environmental perspective.10
6.3 Requirements for identifying needs .10
6.3.1 General.10
6.3.2 Needs from the residents perspective .10
6.3.3 Needs from the community managers perspective .10
6.3.4 Needs from the environmental perspective .11
6.4 Guidance for translating needs into performance characteristics .11
6.4.1 General.11
6.4.2 Performance characteristics from the residents perspective .11
6.4.3 Performance characteristics from the community managers perspective .12
6.4.4 Performance characteristics from the environmental perspective .13
6.5 Requirements for identifying metrics .14
Annex A (informative) Examples of applicability of the step-wise approach in Clause 6 to
existing key performance indicators for particular types of community infrastructures .16
Annex B (informative) Example of relating community issues onto community
infrastructure performances .49
Bibliography .56
Foreword
ISO (the International Organization for Standardization) is a worldwide federation of national standards
bodies (ISO member bodies). The work of preparing International Standards is normally carried out
through ISO technical committees. Each member body interested in a subject for which a technical
committee has been established has the right to be represented on that committee. International
organizations, governmental and non-governmental, in liaison with ISO, also take part in the work.
ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of
electrotechnical standardization.
The procedures used to develop this document and those intended for its further maintenance are
described in the ISO/IEC Directives, Part 1. In particular the different approval criteria needed for the
different types of ISO documents should be noted. This document was drafted in accordance with the
editorial rules of the ISO/IEC Directives, Part 2. www.iso.org/directives
Attention is drawn to the possibility that some of the elements of this document may be the subject of
patent rights. ISO shall not be held responsible for identifying any or all such patent rights. Details of any
patent rights identified during the development of the document will be in the Introduction and/or on
the ISO list of patent declarations received. www.iso.org/patents
Any trade name used in this document is information given for the convenience of users and does not
constitute an endorsement.
For an explanation on the meaning of ISO specific terms and expressions related to conformity
assessment, as well as information about ISO’s adherence to the WTO principles in the Technical Barriers
to Trade (TBT) see the following URL: Foreword - Supplementary information
The committee responsible for this document is ISO/TC 268, Sustainable development in communities,
Subcommittee SC 1, Smart community infrastructures.
iv © ISO 2015 – All rights reserved

Introduction
Communities have various goals to achieve, including, e.g. quality of life, economic growth, poverty
reduction, antipollution, congestion mitigation.
Community infrastructures such as energy, water, transportation, waste, information and communications
technology (ICT), etc. are fundamental to support the operations and activities of communities.
Investment in community infrastructures is an important enabler for communities in achieving the
internationally recognized community goals, e.g. the United Nations Millennium Development Goals
1) 2)
(MDGs) and promoting pro-poor growth. The demand for community infrastructures will continue
to expand significantly in the decades ahead, driven by major factors of change, such as population
growth, and urbanization. According to the Organization for Economic Co-operation and Development
(OECD) report “Infrastructure 2030,” total cumulative infrastructure requirements amount to about
USD 53 trillion over 2010/2030.
It has long been argued that human activity is surpassing the capacity of the Earth. The imperative for
further infrastructure (e.g. improving living standards and addressing resource efficiency) sometimes
conflicts with a path to sustainability. As a result, there is a need for community infrastructures to
contribute to sustainability and resilience of communities more effectively and efficiently by balancing
multiple perspectives and integrating decision making. Such solutions are often referred to as “smart.”
A number of plans and projects to build “smart cities” are currently underway. In addition, there are
increases in international trade for community infrastructure products and services including solution-
providing services.
ISO deliverables are an important source of technological information. ISO deliverables help governments
and businesses of all shapes and sizes to work more efficiently, increase productivity, increase credibility
and confidence, and access new markets. For example, as they define the performances that products
and services have to meet in the global markets, ISO deliverables help developing countries or small and
medium-sized enterprises (SMEs) take part fairly in international trade.
The purpose of standardization in the field of smart community infrastructures is to promote the
international trade of community infrastructure products and services and disseminate information
about leading-edge technologies to improve sustainability in communities by establishing harmonized
product standards. The users and associated benefits of these metrics are illustrated in Figure 1.
This Technical Specification gives principles and specifies requirements for community infrastructure
performance metrics and gives recommendations for analysis of community infrastructures.
It is expected that this Technical Specification will be useful to the following individuals/groups:
— national and local governments;
— regional organizations;
— community planners;
— developers;
— community infrastructure operators (e.g. in the field of energy, water, transportation, waste, ICT);
— community infrastructure vendors (e.g. constructors, engineering firms, system integrators or
component manufacturers);
— non-governmental organizations (e.g. consumer groups).
1) All 193 United Nations member states and at least 23 international organizations have agreed to achieve
these goals by 2015. One of the main outcomes of the Rio+20 Conference was the agreement by member States to
launch a process to develop a set of Sustainable Development Goals (SDGs), which will build upon the Millennium
Development Goals and converge with the post 2015 development.
2) Stimulate economic growth for the benefit of poor people (primarily in the economic sense of poverty).
Contribution
Using a model of the community functions in Table 1, this Technical Specification focuses on assessing
the performance of infrastructure layer and respects the societal or cultural diversity of communities
as traits of each community.
As illustrated in Table 1:
— Functions of community infrastructures are fundamental to support the other two layers.
— Products and services of community infrastructures are more technology-oriented and more
internationally-tradable than those in other layers and therefore appropriate for international
standardization.
Table 1 — Layers of a community
Layers Examples of functions
education, healthcare, public safety and security, tourism,
Community services
etc.
residences, commercial buildings, ofice buildings,
Community facilities
factories, hospitals, schools, recreation facilities, etc.
Community infrastructures energy, water, transportation, waste, ICT, etc.
[SOURCE: ISO/TR 37150:2014, Introduction]
NOTE 1 Because of the diversity of communities, it is not realistic to apply ‘one-size-fits-all’ solutions.
NOTE 2 This Technical Specification considers not only built or constructed community infrastructures but
also utilization of natural systems (e.g. green infrastructure which uses natural hydrologic features to manage
water and provide environmental and community benefits).
NOTE 3 This Technical Specification recognizes two types of ICT: The first type is the ICT as community
infrastructures, e.g. telecommunication, common database, etc. The second type is the ICT which are integrated
within a facility or equipment as a means for control. This Technical Specification is focused on the former type
of ICT although the latter type of ICT is often a useful means to achieve smart communities or smart community
infrastructures.
vi © ISO 2015 – All rights reserved

Beneits:
Owners and operators
-Easier planning;
Countries, nations, governments,
-Easier infrastructure procurement;
-Easier purchase decision;
investors, developers, etc.
-Easier management of multiple providers
Standardized metrics
Facilitation
of
Community infrastructures
interaction
as integrable and scalable
products
Beneits:
Providers
-Better understanding of owner needs;
Vendors,
-More eficient and effective global sales;
consultants, etc
-More eficient and effective R&D
NOTE SOURCE: ISO/TR 37150:2014, “Introduction”, modified.
Figure 1 — Users of the metrics and associated benefits
TECHNICAL SPECIFICATION ISO/TS 37151:2015(E)
Smart community infrastructures — Principles and
requirements for performance metrics
1 Scope
This Technical Specification gives principles and specifies requirements for the
— definition,
— identification,
— optimization, and
— harmonization
of community infrastructure performance metrics, and gives recommendations for analysis, including
— smartness,
— interoperability,
— synergy,
— resilience,
— safety, and
— security
of community infrastructures.
Community infrastructures include, but are not limited to, energy, water, transportation, waste, and ICT.
The principles and requirements of this Technical Specification are applicable to communities of any
size sharing geographic areas that are planning, commissioning, managing, and assessing all or any
element of its community infrastructures. However, the selection and the importance of metrics or (key)
performance indicators of community infrastructures is a result of the application of this Technical
Specification and depends on the characteristics of each community.
In this Technical Specification, the concept of smartness is addressed in terms of performance relevant
to technologically implementable solutions, in accordance with sustainable development and resilience
of communities as defined in ISO/TC 268.
NOTE 1 This Technical Specification recognizes that solutions for similar problems in communities in different
economic situations (e.g. developed and developing countries) can call for different importance of metrics or
performance indicators of community infrastructures. This Technical Specification is not a recommendation
document for best practices. This Technical Specification does not recommend, e.g. replicating existing specific
smart infrastructures or leveling them up to the standards of such model projects at a large scale. It is left to the
users whether setting targets or not when applying this Technical Specification.
NOTE 2 Though this Technical Specification does not address principles or requirements specific to a
particular type of community infrastructures, compatibility of this Technical Specification with existing
International Standards for a particular type of community infrastructure (e.g. ISO 24510:2007, ISO 24511:2007,
and ISO 24512:2007) was considered.
NOTE 3 This Technical Specification does not address measurement, reporting or verification. For possible
deliverables related to this Technical Specification, see ISO/TR 37150:2014, Clause 6. This Technical Specification
is not into comparing different communities, but to allow communities to assess community infrastructures
more effectively.
2 Normative references
There are no normative references.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
3.1
community
group of people with an arrangement of responsibilities, activities and relationships
Note 1 to entry: In the context of this Technical Specification, a community shares geographic areas.
[SOURCE: ISO 24510:2007, 2.7, modified and adapted to sustainable development and resilience of
communities.]
3.2
community infrastructure
system of facilities, equipment and services that support the operations and activities of communities
Note 1 to entry: Such community infrastructures include, but are not limited to, energy, water, transportation,
waste and information and communication technologies (ICT).
[SOURCE: ISO 9000:2005, 3.3.3 “infrastructure,” modified and adapted to communities.]
3.3
smart community infrastructure
community infrastructure with enhanced technological performance that is designed, operated, and
maintained to contribute to sustainable development and resilience of the community
Note 1 to entry: It is the community infrastructure that is considered to be “smart” in this Technical Specification
and not the community.
Note 2 to entry: Sustainable development tends to require community infrastructures that meet multiple, often
contradictory, needs at a same time.
Note 3 to entry: Information and communication technologies (ICT) is an enabler but not a precondition for
achieving smart community infrastructures.
3.4
sustainability
state of the global system, including environmental, social and economic aspects, in which the needs
of the present are met without compromising the ability of future generations to meet their own needs
Note 1 to entry: The environmental, social, and economic aspects interact, are interdependent and are often
referred to as the three dimensions of sustainability.
Note 2 to entry: Sustainability is the goal of sustainable development (3.5).
[SOURCE: ISO Guide 82:2014, 3.1]
3.5
sustainable development
development that meets the environmental, social, and economic needs of the present without
compromising the ability of future generations to meet their own needs
Note 1 to entry: Derived from the Brundtland Report.
[SOURCE: ISO Guide 82:2014, 3.2]
2 © ISO 2015 – All rights reserved

3.6
environment
surroundings in which an organization operates, including air, water, land, natural resources, flora,
fauna, humans, and their interrelation
Note 1 to entry: Surroundings in this context extend from within an organization to the global system.
[SOURCE: ISO 14050:2009, 3.1]
3.7
environmental impact
any change to the environment, whether adverse or beneficial, wholly or partially resulting from an
organization’s environmental aspects
[SOURCE: ISO 14001:2004, 3.7]
3.8
interoperability
ability of systems to provide services to and accept services from other systems and to use the services
so exchanged to enable them to operate effectively together
[SOURCE: ISO 21007-1:2005, 2.30]
3.9
life cycle
consecutive and interlinked stages of a product system, from raw material acquisition or generation
from natural resources to final disposal
[SOURCE: ISO 14044:2006, 3.1]
3.10
life-cycle cost
total investment in product development, manufacturing, test, distribution, operation, support,
training, and disposal
[SOURCE: ISO/IEC 26702:2007, 3.1.21]
3.11
metric
the defined measurement method and the measurement scale
[SOURCE: ISO/IEC 14598-1:1999, 4.20, modified — Note 1 and Note 2 have been removed.]
3.12
pro-poor growth
stimulate economic growth for the benefit of poor people (primarily in the economic sense of poverty)
Note 1 to entry: Pro-poor growth can be defined as absolute, where the benefits from overall growth in the
economy, or relative, which refers to targeted efforts to increase the growth specifically among poor people.
EXAMPLE A pace and pattern of economic growth that helps poor women and men to participate in, contribute
to and benefit from.
[SOURCE: OECD, 2008]
3.13
provider
person or organization involved in or associated with the delivery of products and/or services
[SOURCE: ISO/TR 12773-1:2009, 2.40, modified.]
3.14
safety
freedom from unacceptable risk
[SOURCE: ISO/IEC Guide 51:2014, 3.14, modified.]
4 Overview
4.1 Outline
This subclause provides an overview of Clause 4 to Clause 6 and annexes of this Technical Specification.
4.2 indicates possible uses of this Technical Specification.
Clause 5 specifies the principles which provide the conceptual backbone to the definition, identification,
optimization, and harmonization of community infrastructure performance metrics. In the
understanding of requirements and guidance described in Clause 6, these principles shall be read first
by all readers of this Technical Specification because this clause is the conceptual backbone to the whole
document including requirements.
Clause 6 provides the requirements and guidance for defining, identifying, optimizing and harmonizing
smart community infrastructure performance metrics. 6.1 introduces a step-wise approach to identify
community infrastructure performance metrics as a requirement. 6.2, 6.3, 6.4, and 6.5 provide
requirements and guidance of conducting each step of the approach required in 6.1.
Annex A provides examples of the applicability of the step-wise approach to existing key performance
indicators for specific types of community infrastructures.
Annex B provides an example of relating community issues onto community infrastructure performances.
4.2 Possible use
4.2.1 General
This subclause describes non-exhaustive possible uses of this Technical Specification. The users and
associated benefits of these metrics are illustrated in Figure 1.
4.2.2 Support tool for community managers
This Technical Specification is intended to be used as a support tool for community managers, e.g.:
— to align the relationship between community issues and infrastructure performances;
— to prioritize investments in new community infrastructure and areas for improvement in existing
community infrastructures among the different types of community infrastructures (e.g. to point
out where to reach the highest effectiveness for investments in the community infrastructure by
taking multiple perspectives into account);
— to identify metrics applied for the purpose of measurements of dynamic data that allow management
and feedback to improve the community in terms of utilization and sustainability.
4.2.3 Facilitation tool
This Technical Specification is intended to be used as a facilitation tool for both owners and operators,
and providers of community infrastructure products and services, e.g.:
— to serve as a framework for discussion on the performances of community infrastructures to be
introduced;
4 © ISO 2015 – All rights reserved

— to provide a common language among multiple stakeholders, including owners and operators, and
providers of community infrastructure products and services, by helping identify performance
characteristics of community infrastructures to contribute to community priorities when they
discuss community issues and the introduction or improvement of community infrastructures;
— to help owners and operators compare multiple proposals of the introduction or improvement of
community infrastructure products and services from multiple providers in terms of performances;
NOTE This Technical Specification does not require its users to set targets.
5 Principles
5.1 General
This clause specifies the principles which provide the conceptual backbone to the definition, identification,
optimization, and harmonization of community infrastructure performance metrics. 5.2 introduces
the ideal properties to be considered in the process of defining or identifying a set of community
infrastructure performance metrics. 5.3 requires relating performance characteristics to community
issues/priorities. 5.4 addresses the stakeholders of communities to be considered in the definition,
identification, optimization, and harmonization of community infrastructure performance metrics.
5.2 Ideal properties to be achieved
In the definition, identification, optimization or harmonization of community infrastructure performance
metrics, the following ideal properties of smart community infrastructure performance metrics should
be considered:
— be harmonized;
— include items useful for as many stakeholders as possible involved in trades of community infrastructure
products and services (e.g. local governments, developers, suppliers, investors, and users);
— facilitate evaluation of the technical performance of community infrastructures, contributing to
sustainability and resilience of communities;
— be applicable to different stages of the development of communities and community infrastructures;
— reflect the dynamic properties of the community infrastructures;
— be selected with consideration for the synergies and trade-offs of multiple issues or aspects that
a community faces, such as environmental impacts and quality of community services. Only
addressing a single issue or aspect might not be considered smart;
— focus on advanced features of community infrastructures such as interoperability, expandability,
and efficiency rather than the status-quo;
— be applicable to a diverse range of communities (e.g. geographical location, sizes, economic
structures, levels of economic development, stages of infrastructure development) and a diversity
of individuals within communities i.e. considering full range of people (e.g. age, gender, income,
disability, ethnicity, etc.);
— allow consideration of multiple community infrastructures (e.g. energy, water, transportation,
waste, ICT) that support the operations and activities of communities;
— allow technologically implementable solutions;
— allow a holistic perspective of multiple community infrastructures. (More specifically, to consider
an integrated system which includes the interaction and coordination of multiple community
infrastructures);
— allow evaluation of the technical performance (e.g. efficiency, effectiveness) of community
infrastructures rather than characteristics of specific technologies;
— be based on transparent and scientific logic.
NOTE Adapted from ISO/TR 37150:2014, 6.1, modified.
5.3 Relating community issues onto community infrastructure performances
In the definition, identification, optimization or harmonization of community infrastructure
performance metrics, performances characteristics to be measured by the community infrastructure
performance metrics should be related to community issues. This is to ensure that the identified
community infrastructure performance metrics represent the community infrastructure performances
that contribute to improve or cope with the community issues which are of interest to the users of this
Technical Specification.
NOTE 1 Community issues are challenges that a community faces. Obviously, the issues and their priorities are
usually different for different communities.
NOTE 2 Some indicators, e.g. Global City Indicators or United Nations Conference on Sustainable Development
(UNCSD) indicators are useful to understand and align community issues.
One possible method to relate community issues with community infrastructure performances is to
prepare a table of community infrastructure performance characteristics versus community issues and
analyse the relation between the two (For details, see Table 2 and Annex B).
Table 2 — Informative image of relating table of community issues and infrastructure
performances
Community infrastructure Community issues
performance characteristics
Issue 1 Issue 2 Issue 3 Issue 4 Issue 5
Performance characteristics A *** ** *
Performance characteristics B ** ** *
Performance characteristics C * *** *
Performance characteristics D * *** *
NOTE The number of “*” indicates the degree of relations between the performance listed in the row and the issue listed
in the column.
5.4 Possible stakeholders to be considered
In general, a community has multiple stakeholders with multiple interests and it is not easy to meet all
of them through conventional approaches. For example, it is easy to increase the convenience of public
transportation by increasing the number of services. However, it is difficult to do so while reducing cost
and environmental impacts at a same time. Therefore, community infrastructure performance metrics
shall be identified in a well-balanced way which covers multiple perspectives of different stakeholders
of communities. In the identification of community infrastructure performance metrics, the interests of
the following stakeholders should be considered.
NOTE Key stakeholders of community infrastructures might be different for different users of this Technical
Specification according to their interests and purposes.
— People or citizens: People or citizens of the community are one of the major users of community
infrastructures. Therefore, the diversity of perspectives of people or citizens is essential to identify
community infrastructure performance metrics.
— Industry or enterprises: Industries or enterprises which have or plan to have activities in the
community are another major type of users of community infrastructures. Therefore, their
perspectives are essential to identify community infrastructure performance metrics. In addition,
6 © ISO 2015 – All rights reserved

interests of industries or enterprises are also essential for community governors and planners because
the performance of community infrastructures is an important prerequisite to attract and bring
industries or enterprises which play an essential part in the economy and functions of a community.
— Municipalities: Municipalities are usually the administrators that regulate the operation of
community infrastructures.
— Infrastructure operators: Because infrastructure operators are the direct providers of community
infrastructure services, they are stakeholders to which community infrastructure performances
are closely related.
— Product, service, and solution providers: Although product, service, and solution providers are
not always the direct providers of community infrastructure services, they provide machines,
components, systems, services, and solutions which are necessary for infrastructure operators to
provide community infrastructure services. Thus, interests of these stakeholders are also essential
to identify community infrastructure performance metrics.
— Financial institutions and investors: As the construction and operation of community infrastructures
tend to be large scale, long-span projects, the role of financial institutions and investors are essential.
The planned, expected, and achieved performances of community infrastructures will be important
for this group of stakeholders as a part of criteria for financing and investment.
6 Requirements for common approach to identify metrics
6.1 General requirements
The identification of community infrastructure performance metrics shall be conducted through a step-
wise approach described below in accordance with the principles introduced in Clause 5.
Step a) Understand the perspectives of key stakeholders for community infrastructures, which include
the views of residents/end-users/beneficiaries/consumers, community managers, and the environment;
Step b) Identify needs which are important from the perspectives determined in a);
Step c) Translate the needs identified in b) into performance characteristics;
Step d) Identify metrics (measurement methods and measurement scales) which are appropriate to
measure each of the performance characteristics identified in b) and c).
Table 3 illustrates the identification of community infrastructure performance metrics following
this approach.
In step a) of the above approach, perspectives shall be determined so that they represent multiple
interests of different stakeholders of communities including residents, community managers, and the
environment or the equivalents of these.
NOTE 1 The identified community infrastructure performance metrics using this approach might be different
for communities or for different users because the determinations of perspectives and identifications of needs
can be different.
NOTE 2 Those stakeholders can be found according to ISO 37120 and ISO 26000.
Table 3 — Approach to identify community infrastructure performance metrics with examples
of performance characteristics

Step b) Step c)
Step a) Needs Performance characteristics Step d)
Perspectives (minimum) (examples) Metrics
Residents Availability Temporal coverage XXX
(end-users,
Areal coverage XXX
beneficiaries,
Population coverage XXX
consumers)
Stability XXX
Accessibility Capability of being accessed and used by a wide XXX
range of people
Affordability Service price XXX
Safety and security Safety XXX
Cyber security and data privacy XXX
Physical security XXX
Quality of service Service capacity XXX
Easy procedure to understand and use XXX
Proper invoicing XXX
Community infrastructure-specific qualities XXX
Provision of information XXX
Community man- Operational Interoperability XXX
agers efficiency
Appropriate size of facilities XXX
Flexibility for the size of demands XXX
Operational efficiency XXX
Economic efficiency Total life-cycle cost XXX
Investment efficiency XXX
Performance Customer communication XXX
information
availability
Maintainability Appropriateness of maintenance XXX
Efficiency of maintenance XXX
Resilience Robustness XXX
Redundancy XXX
Substitutability XXX
Swiftness of recovery XXX
NOTE 1 A detailed description of “environment” is given in 6.2.4.
NOTE 2 Annex A provides examples of existing metrics.
8 © ISO 2015 – All rights reserved

Table 3 (continued)
Step b) Step c)
Step a) Needs Performance characteristics Step d)
Perspectives (minimum) (examples) Metrics
Environment Effective use of resources Efficiency of energy consumption XXX
Efficiency of natural resources consumption XXX
Net amount of waste XXX
Mitigation of climate change Amount of greenhouse gas (GHG) emission XXX
Prevention of Amount of pollutant emission XXX
pollution
Level of sensory nuisance XXX
Conservation of Amount of green space XXX
ecosystem
Control of surface run-off and drainage XXX
Contribution to human and public health XXX
NOTE 1 A detailed description of “environment” is given in 6.2.4.
NOTE 2 Annex A provides examples of existing metrics.
6.2 Requirements for understanding the perspectives of key stakeholders for
community infrastructures
6.2.1 General
This Technical Specification takes into account three perspectives at the minimum, i.e. residents,
community managers, and environmental perspectives in step a) of the approach required in 6.1. For
the ease of field application of the required approach, multiple diverse perspectives of community
stakeholders are represented by one of these three conceptual stakeholders (For details, see Figure 2).
Perspective of PLANNERS,
Perspective of USERS,
PROVIDERS or ADMINISTRATORS of
CONSUMERS or BENEFICIARIESof
community infrastructure services
community infrastructure services
Community
Residents
Managers
Environment
Perspective of ENVIRONMENTAL ISSUES,
e.g. Resource limitation, pollution, ecosystem
Figure 2 — Example of a model of multiple perspectives
6.2.2 Residents perspective
This perspective represents interests of users, consumers, or beneficiaries of community infrastructure
services, e.g. people, citizens, visitors, industries, or enterprises. This perspective focuses on the
community infrastructure performance characteristics which users directly sense and care about, e.g.
accessibility, safety, and security of community infrastructures services.
NOTE This perspective addresses residents as the direct users of community infrastructure services.
Residents who suffer from side effects of the community infrastructure operation, e.g. environmental pollution
including noise, are addressed in the environmental perspective.
6.2.3 Community managers perspective
This perspective basically represents interests of planners, providers or administrators of community
infrastructure services, e.g. municipalities and infrastructure operators.
This perspective focuses on the managerial performance needs with respect to providing services which
users usually do not care about, e.g. operational efficiency, maintainability, expandability of community
infrastructures.
6.2.4 Environmental perspective
This perspective basically represents environmental issues, e.g. resource limitation, pollution, ecosystem.
6.3 Requirements for identifying needs
6.3.1 General
In step b) of the approach required in 6.1, the following needs shall be considered as a minimum.
6.3.2 Needs from the residents perspective
— Availability: This means that the services are in place for the beneficiaries.
— Accessibility: This means that beneficiaries have access to services regardless of their physical or
mental conditions.
— Affordability: This means that potential users can bear the expense of the service.
— Safety and security: This means that the lives, bodies, and properties of residents are not harmed or
damaged by community infrastructure performance disruptions or other incidents.
— Quality of service: This means that a community infrastructure operator provides differentiated
services beyond pure availability.
6.3.3 Needs from the community managers perspective
— Operational efficiency: This means that the community infrastructure facility is designed with an
appropriate size meeting the community demands and the capacity is efficiently utilized.
— Economic efficiency: This means that the investment in community infrastructures is viable from
socio-economic viewpoints.
— Performance information availability: This means that performance information of community
infrastructures is available.
— Maintainability: This means that community infrastructure systems are easy to maintain.
— Resilience: This means that community infrastructure systems are designed to continue providing
services in emergencies and to quickly recover from damage and suspension of services.
10 © ISO 2015 – All rights reserved

6.3.4 Needs from the environmental perspective
— Effective use of resources: This means that community infrastructure systems are designed to efficiently
use natural resources such as materials and energy, including reduction of the amount of waste.
— Mitigation of climate change: This means that community infrastructures are designed, operated,
and maintained to mitigate the effect on climate change.
— Prevention of pollution: This means that infrastructure systems are designed, operated, and
maintained to decrease the extent of pollution.
NOTE Pollution includes air pollution, water pollution, soil pollution, vibration, noise, odour generated
within or released to the outside of the community.
— Conservation of ecosystems: This means that community infrastructures are designed, operated,
and maintained to conserve or to enhance the ecosystem(s).
6.4 Guidance for translating needs into performance characteristics
6.4.1 General
In step c) of the approach required in 6.1, the following performance characteristics can be considered.
NOTE This Technical Specification is intended to be neutral to any type of community infrastructure.
However, there can be performance characteristics specific to the particular type of a community infrastructure.
6.4.2 Performance characteristics from the residents perspective
a) Performance characteristics for availability
1) Temporal coverage: The available hours of community infrastructure services
2) Areal coverage: The extent to which the community infrastructures physically cover the area
of a community
3) Population coverage: The proportion of the population of a community that is served by the
community infrastructure
4) Stability: The extent to which the community infrastructures operate without interruption
b) Performance characteristics for accessibility
1) Capability of being accessed and used by a wide range of people: The extent to which the
community infrastructures are accessible for people regardless of their individual language,
disability, etc.
c) Performance characteristics for affordability
1) Service price: The fee to use the community infrastructures
d) Performance characteristics for safety and security
1) Safety: The extent to which community infrastructures are design
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