ISO 24521:2016
(Main)Activities relating to drinking water and wastewater services — Guidelines for the management of basic on-site domestic wastewater services
Activities relating to drinking water and wastewater services — Guidelines for the management of basic on-site domestic wastewater services
ISO 24521:2016 provides guidance for the management of basic on-site domestic wastewater services, using appropriate technologies in their entirety at any level of development. ISO 24521:2016 supplements and is intended to be used in conjunction with ISO 24511. It includes the following: · guidelines for the management of basic on-site domestic wastewater services from the operator's perspective, including maintenance techniques, training of personnel and risk considerations; · guidelines for the management of basic on-site domestic wastewater services from the perspective of users; · guidance on the design and construction of basic on-site domestic wastewater systems; · guidance on planning, operation and maintenance, and health and safety issues. The following are outside the scope of ISO 24521:2016: · limits of acceptability for wastewater discharged into a receiving body; · analytical methods; · the management structure of sanitary waste/wastewater service activities of operation and management; · the content of contracts or subcontracts. ISO 24521:2016 is applicable to both publicly and privately operated basic on-site domestic wastewater (black and grey water) services, for one or more dwellings.
Activités relatives aux services de l'eau potable et des eaux usées — Lignes directrices pour la gestion sur site des services d'eaux usées domestiques de base
La présente Norme internationale donne des recommandations relatives à la gestion des services d'assainissement autonome, en utilisant les technologies appropriées dans leur intégralité à tous les niveaux de développement. La présente Norme internationale complète et est destinée à être utilisée conjointement avec l'ISO 24511. Elle comprend les éléments suivants: — des lignes directrices pour la gestion des services d'assainissement autonome du point de vue de l'exploitant, incluant les techniques de maintenance, la formation du personnel et la prise en compte des risques; — des lignes directrices pour la gestion des services d'assainissement autonome du point de vue des usagers; — des recommandations relatives à la conception et à la construction des systèmes d'assainissement autonome; — des recommandations relatives à la planification, à l'exploitation et à la maintenance ainsi qu'aux problématiques de santé et de sécurité. Les sujets suivants ne relèvent pas du domaine d'application de la présente Norme internationale: — les limites d'acceptabilité pour les eaux usées rejetées dans un milieu récepteur; — les méthodes d'analyse; — la structure de management des activités d'exploitation et de management des services de collecte de matières fécales/d'assainissement; — le contenu des contrats et contrats de sous-traitance. La présente Norme internationale s'applique aux services d'assainissement autonome (eaux noires et eaux grises) exploités aussi bien par le secteur public que privé pour une ou plusieurs habitations. NOTE 1 La gestion des services d'assainissement autonome, notamment dans les zones rurales et les zones en développement, est parfois assurée par les propriétaires des locaux où les eaux usées sont générées. Dans pareils cas, les propriétaires des locaux se chargent eux-mêmes de la gestion des eaux usées domestiques. Dans la présente Norme internationale, le terme « services » comprend les « services personnels » fournis par les propriétaires des locaux. NOTE 2 Notamment dans les zones sous-développées, les eaux usées domestiques sont collectées sous forme non diluée (à savoir, sous forme de matières fécales). Les sources de matières fécales/eaux usées citées dans la présente Norme internationale sont résidentielles, à l'exception des écoulements d'eaux pluviales. NOTE 3 L'Annexe A contient un tableau de correspondance entre des équivalences de termes en anglais, français et espagnol. NOTE 4 L'Annexe B donne quelques exemples de schémas de systèmes d'assainissement autonome et de leurs composantes.
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INTERNATIONAL ISO
STANDARD 24521
First edition
2016-09-01
Activities relating to drinking water
and wastewater services — Guidelines
for the management of basic on-site
domestic wastewater services
Activités relatives aux services de l’eau potable et des eaux usées —
Lignes directrices pour la gestion sur site des services d’eaux usées
domestiques de base
Reference number
ISO 24521:2016(E)
©
ISO 2016
---------------------- Page: 1 ----------------------
ISO 24521:2016(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2016, 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
copyright@iso.org
www.iso.org
ii © ISO 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO 24521:2016(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Objectives . 2
4.1 General . 2
4.2 Protection of public health . 3
4.3 Protection of users and operators . 4
4.4 Meeting the needs and expectations of users . 4
4.5 Provisions of services under normal and emergency situations . 4
4.6 Sustainability of basic on-site domestic wastewater systems . 4
4.7 Promotion of sustainable development of the community . 5
4.8 Protection of the environment . 5
5 Components of basic on-site domestic wastewater systems . 6
5.1 General . 6
5.2 Basic on-site domestic wastewater systems . 6
5.2.1 User interface . . 6
5.2.2 Collection . 7
5.2.3 Transportation . 7
5.2.4 Treatment . 7
5.2.5 Disposal/reuse. 8
6 Management of basic on-site domestic wastewater systems . 9
6.1 General . 9
6.2 Independent management of system function and stakeholder communication .10
6.3 Basic management activities .11
6.3.1 Developing objectives and establishing action plans .11
6.3.2 Financial sustainability of the system .11
6.3.3 Sustainability of the assets .11
6.3.4 Customer relations .12
6.4 Stakeholder relations .12
6.4.1 Developing plans for support of stakeholders .12
6.4.2 Education and/or training of stakeholders .13
6.5 Environmental management .13
6.6 Risk management .14
7 Planning and construction .15
7.1 Planning and construction of basic on-site domestic wastewater systems .15
7.2 Criteria for selecting appropriate basic on-site domestic wastewater technologies .16
7.3 User interface .17
7.4 Collection .18
7.5 Transportation .18
7.6 Treatment .19
7.7 Disposal/reuse .19
8 Operation and maintenance .20
8.1 General .20
8.2 Developing operational plans and instructions.20
8.3 Developing maintenance plans and instructions .21
8.4 Developing plans and instructions for collection of waste .21
8.5 Developing plans and instructions for transportation of waste .21
9 Health and safety issues .21
9.1 Health and safety measures and training .21
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ISO 24521:2016(E)
9.2 Public health programmes .22
Annex A (informative) Corresponding terms in English, French and Spanish .23
Annex B (informative) Schematics of basic on-site domestic wastewater systems .24
Bibliography .55
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ISO 24521:2016(E)
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 (see 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 (see 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 World Trade Organization (WTO) principles in the
Technical Barriers to Trade (TBT) see the following URL: www.iso.org/iso/foreword.html.
The committee responsible for this document is Technical Committee ISO/TC 224, Service activities
relating to drinking water supply systems and wastewater systems — quality criteria of the service and
performance indicator.
© ISO 2016 – All rights reserved v
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ISO 24521:2016(E)
Introduction
0.1 Water issues: global context and policies framework
st
Water constitutes a worldwide challenge for the 21 century, both in terms of the management of
available water resources and the provision of access to drinking water and sanitation for the world’s
population. In 2000, the United Nations recognized that access to water is an essential human right
and, in conjunction with national governments, it set ambitious goals (the “Millennium Development
Goals”) to increase access to drinking water and wastewater services, including safe disposal or
reuse of residues (jointly referred to as “water services” in this International Standard), particularly
in developing countries. International conferences on sustainable development and water (e.g. the
World Summit on Sustainable Development in Johannesburg in September 2002, the third World Water
Forum in Kyoto in March 2003 and the fourth World Water Forum in Mexico City in March 2006) have
highlighted this issue, and UN agencies (including WHO and UNESCO) have developed recommendations
and programmes to establish a framework in which to advance.
The United Nations Commission on Sustainable Development has emphasised that governments have
a primary role in promoting improved access to safe drinking water and basic sanitation through
improved governance at all levels and appropriate enabling environments and regulatory frameworks,
with the active involvement of all stakeholders.
NOTE Governments are referred to as “relevant authorities” in ISO 24510, ISO 24511 and ISO 24512).
If institutional solutions are incorporated into this process, the water sector becomes more productive
and the management of water resources becomes more sustainable. Declarations from the World Water
Forum have recommended that governments endeavour to reinforce the role of parliaments and local
public authorities, particularly with regard to the provision of adequate water services, and have
recognized that an effective collaboration with and between these actors is a key factor for meeting
water-related challenges and goals.
Examples of key issues for efficient drinking water and sanitation services policy frameworks are:
— clearly defining the roles of the different stakeholders;
— establishing how sanitary rules and organization are defined and assessed;
— establishing processes to ensure consistency between the policies regarding urban development
and water utility infrastructure;
— regulating water withdrawal and wastewater discharge;
— providing information to users and communities.
0.2 Water utilities: general objectives
In addition to public health protection, sound management of the drinking water and wastewater
utilities (jointly referred to as “water utilities” in this International Standard) is an essential element
of integrated water resources management. When applied to these utilities, sound management
practices will contribute, both quantitatively and qualitatively, to sustainable development. Sound
utility management also contributes to social cohesion and economic development of the communities
served, because the quality and efficiency of water services have implications for virtually all activities
of society.
As water is considered to be a social good and activities related to water services support the three
aspects (economic, social and environmental) of sustainable development, it is logical that the
management of water utilities be transparent to, and inclusive of, all stakeholders identified in
accordance with the local context.
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ISO 24521:2016(E)
There is a broad array of stakeholders that can play a role in activities related to water services.
Examples of such stakeholders include:
— governments or public agencies (international, national, regional or local);
— associations of the utilities themselves (e.g. international, regional/multinational and national
drinking water or wastewater associations);
— autonomous bodies seeking to play an overview role (e.g. organizations concerned, such as non-
governmental organizations);
— users and associations of water users.
The relationships between stakeholders and water utilities vary around the world. In many countries,
there are bodies that have responsibility (in whole or in part) for overseeing the activities related to
water services, whether the utilities are publicly or privately owned or operated, and whether they are
regulated by relevant authorities or acting in a system of technical self-regulation. Standardization and
technical self-regulation are possible ways of ensuring involvement of all stakeholders and meeting the
subsidiarity principle.
The aim of water utilities is to offer services to everybody in the area of responsibility of the utility,
to provide users with a continuous supply of drinking water and to collect and treat wastewater
under economic and social conditions that are acceptable to the users and to the utility. Water utilities
are expected to meet the requirements of relevant authorities and the expectations specified by
the responsible bodies in conjunction with the other stakeholders, while ensuring the long-term
sustainability of the service. In a context of scarcity of resources, including financial resources, it is
advisable that the investments made in installations be appropriate and that necessary attention be paid
to proper maintenance and effective use of the installations. It is advisable that water tariffs generally
aim at meeting cost-recovery principles and at promoting efficiency in the use of the resources, while
striving to maintain affordable basic access to water services.
It is advisable that the stakeholders be involved in both setting service objectives and assessing the
adequacy and efficiency of service.
0.3 Objectives, content and implementation of ISO standards addressing water services
The ISO standards addressing water services are ISO 24510 (service-oriented), ISO 24511 and
ISO 24512 (both management-oriented). The objective of these ISO standards is to provide the relevant
stakeholders with guidelines for assessing and improving the service to users and guidance for
managing water utilities, consistent with the overarching goals set by the relevant authorities.
ISO 24510 contains the following:
— a brief description of the components of the service relating to the users;
— core objectives for the service, with respect to the needs and expectations of users;
— guidelines for satisfying the needs and expectations of users;
— assessment criteria for service to users in accordance with the provided guidelines;
— examples of performance indicators linked to the assessment criteria that can be used for assessing
the performance of the service.
ISO 24511 and ISO 24512 contain the following:
— a brief description of the physical/infrastructural and managerial/institutional components of
water utilities;
— core objectives for water utilities, considered to be globally relevant at the broadest level;
— guidelines for the management of the water utilities;
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ISO 24521:2016(E)
— guidelines for the assessment of the water services with service assessment criteria related to the
objectives, and performance indicators linked to these criteria.
The performance indicators presented in ISO 24510, ISO 24511 and ISO 24512 are for illustrative
purposes only, because assessing the service to users cannot be reduced to a single or universal set of
performance indicators.
The quality of the supplied water (or discharged wastewater) can be adversely impacted between the
point-of-delivery (or, in the case of wastewater, the point-of-collection) and the point-of-use (or, in the
case of wastewater, the point-of-discharge) by the installations inside the premises. Some stakeholders
(e.g. relevant authorities, owners, contractors and users) can have a role to play regarding this issue.
Recognizing that the organization of water utilities differs from country to country, the guidelines
given in ISO 24510, ISO 24511 and ISO 24512 focus on the needs and expectations of users and on the
water services themselves, without imposing a means of meeting those needs and expectations, in
order to permit the broadest possible use of ISO 24510, ISO 24511 and ISO 24512 while respecting the
cultural, socio-economic, climatic, health and legislative characteristics of the different countries and
regions of the world. In the short term, it might not always be possible to meet the expectations of
local users, due to factors such as climate conditions, resource availability and difficulties relating to
the economic sustainability of the water services, particularly regarding financing and the capacity
of users to pay for improvements. These conditions can limit the achievement of some objectives or
restrict the implementation of some recommendations in developing countries. However, ISO 24510,
ISO 24511 and ISO 24512 are drafted with such constraints in mind and, for example, allow for differing
levels of fixed networks and the need for on-site alternatives. Notwithstanding the need for flexibility
in terms of engineering and hardware, many recommendations in ISO 24510, ISO 24511 and ISO 24512,
such as consultation mechanisms, are intended to apply universally.
In order to assess and improve the service to users and to ensure proper monitoring of the improvements,
an appropriate number of performance indicators (PIs) or other methods can be established for checking
conformity with requirements. Stakeholders can select PIs from the examples given in ISO 24510,
ISO 24511 and ISO 24512, or develop other relevant PIs taking into account the principles described.
The PIs logically relate to the objectives for which they are defined through the assessment criteria, and
are used to measure performance. They can also be used to set required or targeted values. ISO 24510,
ISO 24511 and ISO 24512 do not impose any specific indicator or any minimum value or performance
range; they respect the principle of adaptability to local contexts, facilitating local implementation.
ISO 24510, ISO 24511 and ISO 24512 can serve to assess progress towards water policy goals and the
objectives of financing programmes, by providing guidelines for the continual improvement and for the
assessment of the service.
ISO 24510, ISO 24511 and ISO 24512 are consistent with the principle of the “Plan-Do-Check-Act” (PDCA)
approach: they propose a step-by-step process, from identifying the components and defining the
objectives of the utility to establishing performance indicators, with a loop back to the objectives and
to the management, after having assessed the performances. ISO 24510, ISO 24511 and ISO 24512 are
consistent with management systems standards such as ISO 9001 and ISO 14001. Implementation of an
overall ISO 9001 and/or ISO 14001 management system can facilitate the implementation of the guidelines
contained within ISO 24510, ISO 24511 and ISO 24512; conversely, these guidelines can help to achieve the
technical provisions of ISO 9001 and ISO 14001 for organizations choosing to implement them.
0.4 Basic on-site domestic wastewater services
The absence of basic on-site sanitation services globally is a major inhibitor of achieving global societal
goals of improving public health and economic development. This situation prevails in both developed
and developing countries. Although often thought of as a rural problem, it is also a fact for many peri-
urban and urbanized areas. According to the United Nations (see Reference [5]), 2,1 billion people
gained access to improved sanitation facilities between 1990 and 2015. However, by 2015, 2,4 billion
people still lacked improved sanitation and 946 million people, accounting for 13 % of the world’s
population, practiced open defecation.
Poor sanitation facilities are often linked to contaminated water sources, which in turn are linked to
transmission of diseases such as cholera, diarrhoea, dysentery, hepatitis A and typhoid. In addition,
viii © ISO 2016 – All rights reserved
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ISO 24521:2016(E)
such conditions are often exacerbated by inadequate or absent health care facilities, which exposes
already vulnerable patients to additional risk of infection and disease. UNICEF estimates that diarrhoea
is the second largest killer of children under the age of five in the developing world and this is caused
largely by poor sanitation and inadequate hygiene.
The environmental and public health impacts of the lack of sanitation facilities depend on the density of
the population. In sparsely populated rural and remote areas, the lack of sanitation facilities might not
result in significant risk as urine and faecal deposits (also referred to as “open defecation”) might be
handled ecologically to a satisfactory level. However, as population density increases, a point is reached
where the failure of natural absorption or decomposition processes become both a public health and an
environmental risk. In such circumstances, basic on-site wastewater services can be installed. These
can be either on the scale of a single family unit or on a community scale, although the latter requires
collection systems of some type and can include transportation and disposal. Regardless of the type of
on-site domestic wastewater services in place, its scale or the level of technology installed, the services
and processes need to be managed to ensure effective operation within the socio-economic and cultural
conditions.
Management of on-site domestic wastewater services of all types and at all levels of technology requires
an understanding of the biological processes at work, the factors that can inhibit those processes and the
means of ensuring those processes are functioning. It also involves a general understanding by the wider
community served of the benefits of sanitation system use and management. In this way, the sanitation
facilities work efficiently and help sustain the community in which they are located. Management of
the services is often considered to be the responsibility of the relevant authority, whether it is local
or supported by larger scale water utilities. However, in many instances, the management of the basic
on-site domestic wastewater services is the responsibility of the user in collaboration with the local
authorities.
Many of these basic on-site sanitation systems are located near or adjacent to sanitation services,
under professional supervision and operation. In many cases, the basic on-site systems can be
supported by the nearby larger scale wastewater services, e.g. through the collection of wastewater or
partially treated sanitary effluents for further treatment/disposal in the larger facility. This symbiotic
relationship provides an opportunity for small scale sanitation facilities without needing to host all
the technology or experienced wastewater treatment systems and staff on-site. In other cases, the
management of the large scale facility can provide supervisory technical services to the neighbouring
basic system operators, to help train and ensure effective treatment levels.
This International Standard provides guidelines on the management of such basic on-site domestic
wastewater services with a focus on improving hygiene, taking into account social norms through
stakeholder communication, management of assets and better management of human waste and
wastewater.
© ISO 2016 – All rights reserved ix
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INTERNATIONAL STANDARD ISO 24521:2016(E)
Activities relating to drinking water and wastewater
services — Guidelines for the management of basic on-site
domestic wastewater services
1 Scope
This International Standard provides guidance for the management of basic on-site domestic
wastewater services, using appropriate technologies in their entirety at any level of development.
This International Standard supplements and is intended to be used in conjunction with ISO 24511. It
includes the following:
— guidelines for the management of basic on-site domestic wastewater services from the operator’s
perspective, including maintenance techniques, training of personnel and ri
...
FINAL
INTERNATIONAL ISO/FDIS
DRAFT
STANDARD 24521
ISO/TC 224
Activities relating to drinking water
Secretariat: AFNOR
and wastewater services — Guidelines
Voting begins on:
20160513 for the management of basic onsite
domestic wastewater services
Voting terminates on:
20160707
Activités relatives aux services de l’eau potable et des eaux usées —
Lignes directrices pour la gestion sur site des services d’eaux usées
domestiques de base
RECIPIENTS OF THIS DRAFT ARE INVITED TO
SUBMIT, WITH THEIR COMMENTS, NOTIFICATION
OF ANY RELEVANT PATENT RIGHTS OF WHICH
THEY ARE AWARE AND TO PROVIDE SUPPOR TING
DOCUMENTATION.
IN ADDITION TO THEIR EVALUATION AS
Reference number
BEING ACCEPTABLE FOR INDUSTRIAL, TECHNO
ISO/FDIS 24521:2016(E)
LOGICAL, COMMERCIAL AND USER PURPOSES,
DRAFT INTERNATIONAL STANDARDS MAY ON
OCCASION HAVE TO BE CONSIDERED IN THE
LIGHT OF THEIR POTENTIAL TO BECOME STAN
DARDS TO WHICH REFERENCE MAY BE MADE IN
©
NATIONAL REGULATIONS. ISO 2016
---------------------- Page: 1 ----------------------
ISO/FDIS 24521:2016(E)
COPYRIGHT PROTECTED DOCUMENT
© ISO 2016, 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
CH1214 Vernier, Geneva, Switzerland
Tel. +41 22 749 01 11
Fax +41 22 749 09 47
copyright@iso.org
www.iso.org
ii © ISO 2016 – All rights reserved
---------------------- Page: 2 ----------------------
ISO/FDIS 24521:2016(E)
Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 2
4 Objectives . 2
4.1 General . 2
4.2 Protection of public health . 3
4.3 Protection of users and operators . 4
4.4 Meeting the needs and expectations of users . 4
4.5 Provisions of services under normal and emergency situations . 4
4.6 Sustainability of basic on-site domestic wastewater systems . 4
4.7 Promotion of sustainable development of the community . 5
4.8 Protection of the environment . 5
5 Components of basic on-site domestic wastewater systems . 6
5.1 General . 6
5.2 Basic on-site domestic wastewater systems . 6
5.2.1 User interface . . 6
5.2.2 Collection . 7
5.2.3 Transportation . 7
5.2.4 Treatment . 7
5.2.5 Disposal/reuse. 8
6 Management of basic on-site domestic wastewater systems . 9
6.1 General . 9
6.2 Independent management of system function and stakeholder communication .10
6.3 Basic management activities .11
6.3.1 Developing objectives and establishing action plans .11
6.3.2 Financial sustainability of the system .11
6.3.3 Sustainability of the assets .11
6.3.4 Customer relations .12
6.4 Stakeholder relations .12
6.4.1 Developing plans for support of stakeholders .12
6.4.2 Education and/or training of stakeholders .12
6.5 Environmental management .13
6.6 Risk management .14
7 Planning and construction .15
7.1 Planning and construction of basic on-site domestic wastewater systems .15
7.2 Criteria for selecting appropriate basic onsite domestic wastewater technologies .16
7.3 User interface .17
7.4 Collection .18
7.5 Transportation .18
7.6 Treatment .19
7.7 Disposal/reuse .19
8 Operation and maintenance .20
8.1 General .20
8.2 Developing operational plans and instructions.20
8.3 Developing maintenance plans and instructions .20
8.4 Developing plans and instructions for collection of waste .21
8.5 Developing plans and instructions for transportation of waste .21
9 Health and safety issues .21
9.1 Health and safety measures and training .21
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ISO/FDIS 24521:2016(E)
9.2 Public health programmes .22
Annex A (informative) Corresponding terms in English, French and Spanish .23
Annex B (informative) Schematics of basic on-site domestic wastewater systems .24
Bibliography .55
iv © ISO 2016 – All rights reserved
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ISO/FDIS 24521:2016(E)
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 (see 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 (see 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 World Trade Organization (WTO) principles in the
Technical Barriers to Trade (TBT) see the following URL: www.iso.org/iso/foreword.html.
The committee responsible for this document is Technical Committee ISO/TC 224, Service activities
relating to drinking water supply systems and wastewater systems — quality criteria of the service and
performance indicator.
© ISO 2016 – All rights reserved v
---------------------- Page: 5 ----------------------
ISO/FDIS 24521:2016(E)
Introduction
0.1 Water issues: global context and policies framework
st
Water constitutes a worldwide challenge for the 21 century, both in terms of the management of
available water resources and the provision of access to drinking water and sanitation for the world’s
population. In 2000, the United Nations recognized that access to water is an essential human right
and, in conjunction with national governments, it set ambitious goals (the “Millennium Development
Goals”) to increase access to drinking water and wastewater services, including safe disposal or
reuse of residues (jointly referred to as “water services” in this International Standard), particularly
in developing countries. International conferences on sustainable development and water (e.g. the
World Summit on Sustainable Development in Johannesburg in September 2002, the third World Water
Forum in Kyoto in March 2003 and the fourth World Water Forum in Mexico City in March 2006) have
highlighted this issue, and UN agencies (including WHO and UNESCO) have developed recommendations
and programmes to establish a framework in which to advance.
The United Nations Commission on Sustainable Development has emphasised that governments have
a primary role in promoting improved access to safe drinking water and basic sanitation through
improved governance at all levels and appropriate enabling environments and regulatory frameworks,
with the active involvement of all stakeholders.
NOTE Governments are referred to as “relevant authorities” in ISO 24510, ISO 24511 and ISO 24512).
If institutional solutions are incorporated into this process, the water sector becomes more productive
and the management of water resources becomes more sustainable. Declarations from the World Water
Forum have recommended that governments endeavour to reinforce the role of parliaments and local
public authorities, particularly with regard to the provision of adequate water services, and have
recognized that an effective collaboration with and between these actors is a key factor for meeting
waterrelated challenges and goals.
Examples of key issues for efficient drinking water and sanitation services policy frameworks are:
— clearly defining the roles of the different stakeholders;
— establishing how sanitary rules and organization are defined and assessed;
— establishing processes to ensure consistency between the policies regarding urban development
and water utility infrastructure;
— regulating water withdrawal and wastewater discharge;
— providing information to users and communities.
0.2 Water utilities: general objectives
In addition to public health protection, sound management of the drinking water and wastewater
utilities (jointly referred to as “water utilities” in this International Standard) is an essential element
of integrated water resources management. When applied to these utilities, sound management
practices will contribute, both quantitatively and qualitatively, to sustainable development. Sound
utility management also contributes to social cohesion and economic development of the communities
served, because the quality and efficiency of water services have implications for virtually all activities
of society.
As water is considered to be a social good and activities related to water services support the three
aspects (economic, social and environmental) of sustainable development, it is logical that the
management of water utilities be transparent to, and inclusive of, all stakeholders identified in
accordance with the local context.
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There is a broad array of stakeholders that can play a role in activities related to water services.
Examples of such stakeholders include:
— governments or public agencies (international, national, regional or local);
— associations of the utilities themselves (e.g. international, regional/multinational and national
drinking water or wastewater associations);
— autonomous bodies seeking to play an overview role (e.g. organizations concerned, such as non-
governmental organizations);
— users and associations of water users.
The relationships between stakeholders and water utilities vary around the world. In many countries,
there are bodies that have responsibility (in whole or in part) for overseeing the activities related to
water services, whether the utilities are publicly or privately owned or operated, and whether they are
regulated by relevant authorities or acting in a system of technical self-regulation. Standardization and
technical self-regulation are possible ways of ensuring involvement of all stakeholders and meeting the
subsidiarity principle.
The aim of water utilities is to offer services to everybody in the area of responsibility of the utility,
to provide users with a continuous supply of drinking water and to collect and treat wastewater
under economic and social conditions that are acceptable to the users and to the utility. Water utilities
are expected to meet the requirements of relevant authorities and the expectations specified by
the responsible bodies in conjunction with the other stakeholders, while ensuring the long-term
sustainability of the service. In a context of scarcity of resources, including financial resources, it is
advisable that the investments made in installations be appropriate and that necessary attention be paid
to proper maintenance and effective use of the installations. It is advisable that water tariffs generally
aim at meeting cost-recovery principles and at promoting efficiency in the use of the resources, while
striving to maintain affordable basic access to water services.
It is advisable that the stakeholders be involved in both setting service objectives and assessing the
adequacy and efficiency of service.
0.3 Objectives, content and implementation of ISO standards addressing water services
The ISO standards addressing water services are ISO 24510 (serviceoriented), ISO 24511 and
ISO 24512 (both managementoriented). The objective of these ISO standards is to provide the relevant
stakeholders with guidelines for assessing and improving the service to users and guidance for
managing water utilities, consistent with the overarching goals set by the relevant authorities.
ISO 24510 contains the following:
— a brief description of the components of the service relating to the users;
— core objectives for the service, with respect to the needs and expectations of users;
— guidelines for satisfying the needs and expectations of users;
— assessment criteria for service to users in accordance with the provided guidelines;
— examples of performance indicators linked to the assessment criteria that can be used for assessing
the performance of the service.
ISO 24511 and ISO 24512 contain the following:
— a brief description of the physical/infrastructural and managerial/institutional components of
water utilities;
— core objectives for water utilities, considered to be globally relevant at the broadest level;
— guidelines for the management of the water utilities;
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— guidelines for the assessment of the water services with service assessment criteria related to the
objectives, and performance indicators linked to these criteria.
The performance indicators presented in ISO 24510, ISO 24511 and ISO 24512 are for illustrative
purposes only, because assessing the service to users cannot be reduced to a single or universal set of
performance indicators.
The quality of the supplied water (or discharged wastewater) can be adversely impacted between the
point-of-delivery (or, in the case of wastewater, the point-of-collection) and the point-of-use (or, in the
case of wastewater, the point-of-discharge) by the installations inside the premises. Some stakeholders
(e.g. relevant authorities, owners, contractors and users) can have a role to play regarding this issue.
Recognizing that the organization of water utilities differs from country to country, the guidelines
given in ISO 24510, ISO 24511 and ISO 24512 focus on the needs and expectations of users and on the
water services themselves, without imposing a means of meeting those needs and expectations, in
order to permit the broadest possible use of ISO 24510, ISO 24511 and ISO 24512 while respecting the
cultural, socioeconomic, climatic, health and legislative characteristics of the different countries and
regions of the world. In the short term, it might not always be possible to meet the expectations of
local users, due to factors such as climate conditions, resource availability and difficulties relating to
the economic sustainability of the water services, particularly regarding financing and the capacity
of users to pay for improvements. These conditions can limit the achievement of some objectives or
restrict the implementation of some recommendations in developing countries. However, ISO 24510,
ISO 24511 and ISO 24512 are drafted with such constraints in mind and, for example, allow for differing
levels of fixed networks and the need for on-site alternatives. Notwithstanding the need for flexibility
in terms of engineering and hardware, many recommendations in ISO 24510, ISO 24511 and ISO 24512,
such as consultation mechanisms, are intended to apply universally.
In order to assess and improve the service to users and to ensure proper monitoring of the improvements,
an appropriate number of performance indicators (PIs) or other methods can be established for checking
conformity with requirements. Stakeholders can select PIs from the examples given in ISO 24510,
ISO 24511 and ISO 24512, or develop other relevant PIs taking into account the principles described.
The PIs logically relate to the objectives for which they are defined through the assessment criteria, and
are used to measure performance. They can also be used to set required or targeted values. ISO 24510,
ISO 24511 and ISO 24512 do not impose any specific indicator or any minimum value or performance
range; they respect the principle of adaptability to local contexts, facilitating local implementation.
ISO 24510, ISO 24511 and ISO 24512 can serve to assess progress towards water policy goals and the
objectives of financing programmes, by providing guidelines for the continual improvement and for the
assessment of the service.
ISO 24510, ISO 24511 and ISO 24512 are consistent with the principle of the “Plan-Do-Check-Act” (PDCA)
approach: they propose a step-by-step process, from identifying the components and defining the
objectives of the utility to establishing performance indicators, with a loop back to the objectives and
to the management, after having assessed the performances. ISO 24510, ISO 24511 and ISO 24512 are
consistent with management systems standards such as ISO 9001 and ISO 14001. Implementation of an
overall ISO 9001 and/or ISO 14001 management system can facilitate the implementation of the guidelines
contained within ISO 24510, ISO 24511 and ISO 24512; conversely, these guidelines can help to achieve the
technical provisions of ISO 9001 and ISO 14001 for organizations choosing to implement them.
0.4 Basic on-site domestic wastewater services
The absence of basic on-site sanitation services globally is a major inhibitor of achieving global societal
goals of improving public health and economic development. This situation prevails in both developed
and developing countries. Although often thought of as a rural problem, it is also a fact for many peri-
urban and urbanized areas. According to the United Nations (see Reference [5]), 2,1 billion people
gained access to improved sanitation facilities between 1990 and 2015. However, by 2015, 2,4 billion
people still lacked improved sanitation and 946 million people, accounting for 13 % of the world’s
population, practiced open defecation.
Poor sanitation facilities are often linked to contaminated water sources, which in turn are linked to
transmission of diseases such as cholera, diarrhoea, dysentery, hepatitis A and typhoid. In addition,
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such conditions are often exacerbated by inadequate or absent health care facilities, which exposes
already vulnerable patients to additional risk of infection and disease. UNICEF estimates that diarrhoea
is the second largest killer of children under the age of five in the developing world and this is caused
largely by poor sanitation and inadequate hygiene.
The environmental and public health impacts of the lack of sanitation facilities depend on the density of
the population. In sparsely populated rural and remote areas, the lack of sanitation facilities might not
result in significant risk as urine and faecal deposits (also referred to as “open defecation”) might be
handled ecologically to a satisfactory level. However, as population density increases, a point is reached
where the failure of natural absorption or decomposition processes become both a public health and an
environmental risk. In such circumstances, basic on-site wastewater services can be installed. These
can be either on the scale of a single family unit or on a community scale, although the latter requires
collection systems of some type and can include transportation and disposal. Regardless of the type of
on-site domestic wastewater services in place, its scale or the level of technology installed, the services
and processes need to be managed to ensure effective operation within the socioeconomic and cultural
conditions.
Management of on-site domestic wastewater services of all types and at all levels of technology requires
an understanding of the biological processes at work, the factors that can inhibit those processes and the
means of ensuring those processes are functioning. It also involves a general understanding by the wider
community served of the benefits of sanitation system use and management. In this way, the sanitation
facilities work efficiently and help sustain the community in which they are located. Management of
the services is often considered to be the responsibility of the relevant authority, whether it is local
or supported by larger scale water utilities. However, in many instances, the management of the basic
on-site domestic wastewater services is the responsibility of the user in collaboration with the local
authorities.
Many of these basic on-site sanitation systems are located near or adjacent to sanitation services,
under professional supervision and operation. In many cases, the basic on-site systems can be
supported by the nearby larger scale wastewater services, e.g. through the collection of wastewater or
partially treated sanitary effluents for further treatment/disposal in the larger facility. This symbiotic
relationship provides an opportunity for small scale sanitation facilities without needing to host all
the technology or experienced wastewater treatment systems and staff on-site. In other cases, the
management of the large scale facility can provide supervisory technical services to the neighbouring
basic system operators, to help train and ensure effective treatment levels.
This International Standard provides guidelines on the management of such basic onsite domestic
wastewater services with a focus on improving hygiene, taking into account social norms through
stakeholder communication, management of assets and better management of human waste and
wastewater.
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FINAL DRAFT INTERNATIONAL STANDARD ISO/FDIS 24521:2016(E)
Activities rela
...
NORME ISO
INTERNATIONALE 24521
Première édition
2016-09-01
Activités relatives aux services de
l'eau potable et des eaux usées —
Lignes directrices pour la gestion
sur site des services d'eaux usées
domestiques de base
Activities relating to drinking water and wastewater services —
Guidelines for the management of basic on-site domestic wastewater
services
Numéro de référence
ISO 24521:2016(F)
©
ISO 2016
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ISO 24521:2016(F)
DOCUMENT PROTÉGÉ PAR COPYRIGHT
© ISO 2016
Tous droits réservés. Sauf prescription différente ou nécessité dans le contexte de sa mise en œuvre, aucune partie de cette
publication ne peut être reproduite ni utilisée sous quelque forme que ce soit et par aucun procédé, électronique ou mécanique,
y compris la photocopie, ou la diffusion sur l’internet ou sur un intranet, sans autorisation écrite préalable. Une autorisation peut
être demandée à l’ISO à l’adresse ci-après ou au comité membre de l’ISO dans le pays du demandeur.
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Publié en Suisse
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ISO 24521:2016(F)
Sommaire Page
Avant-propos .v
Introduction .vi
1 Domaine d’application . 1
2 Références normatives . 2
3 Termes et définitions . 2
4 Objectifs . 3
4.1 Généralités . 3
4.2 Protection de la santé publique . 3
4.3 Protection des usagers et des exploitants . 4
4.4 Satisfaction des besoins et des attentes des usagers . 4
4.5 Fourniture des services dans des situations normales et d’urgence . 5
4.6 Durabilité du système d’assainissement autonome . 5
4.7 Promotion d’un développement durable de la communauté . 5
4.8 Protection de l’environnement . 5
5 Composantes des systèmes d’assainissement autonome . 6
5.1 Généralités . 6
5.2 Systèmes d’assainissement autonome . 7
5.2.1 Interface avec l’usager . . . 7
5.2.2 Collecte . 8
5.2.3 Transport . 8
5.2.4 Traitement . 8
5.2.5 Évacuation/réutilisation . 9
6 Gestion des systèmes d’assainissement autonome .10
6.1 Généralités .10
6.2 Gestion indépendante du fonctionnement du système et de la communication avec
les parties intéressées.11
6.3 Activités de gestion de base .12
6.3.1 Établissement des objectifs et des plans d’action .12
6.3.2 Viabilité financière du système .12
6.3.3 Durabilité du patrimoine .12
6.3.4 Relations clientèle .12
6.4 Relations avec les parties intéressées .13
6.4.1 Établissement de plans de soutien des parties intéressées .13
6.4.2 Formation des parties intéressées .13
6.5 Gestion environnementale .14
6.6 Gestion des risques .15
7 Planification et construction .16
7.1 Planification et construction du système d’assainissement autonome .16
7.2 Critères de sélection des technologies d’assainissement autonome .17
7.3 Interface avec l’usager .19
7.4 Collecte.19
7.5 Transport .19
7.6 Traitement .20
7.7 Évacuation/réutilisation.21
8 Exploitation et maintenance .21
8.1 Généralités .21
8.2 Élaboration des plans et des instructions d’exploitation .22
8.3 Élaboration des plans et des instructions de maintenance .22
8.4 Élaboration de plans et d’instructions pour la collecte des déchets .23
8.5 Élaboration de plans et d’instructions pour le transport des déchets .23
9 Problématiques de santé et de sécurité .23
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ISO 24521:2016(F)
9.1 Mesures et formation relatives à la santé et à la sécurité .23
9.2 Programmes de santé publique .24
Annexe A (informative) Termes correspondants en anglais, français et espagnol .25
Annexe B (informative) Représentations schématiques des systèmes d’assainissement
autonome .26
Bibliographie .57
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ISO 24521:2016(F)
Avant-propos
L'ISO (Organisation internationale de normalisation) est une fédération mondiale d'organismes
nationaux de normalisation (comités membres de l'ISO). L'élaboration des Normes internationales est
en général confiée aux comités techniques de l'ISO. Chaque comité membre intéressé par une étude
a le droit de faire partie du comité technique créé à cet effet. Les organisations internationales,
gouvernementales et non gouvernementales, en liaison avec l'ISO participent également aux travaux.
L'ISO collabore étroitement avec la Commission électrotechnique internationale (IEC) en ce qui
concerne la normalisation électrotechnique.
Les procédures utilisées pour élaborer le présent document et celles destinées à sa mise à jour sont
décrites dans les Directives ISO/IEC, Partie 1. Il convient, en particulier de prendre note des différents
critères d’approbation requis pour les différents types de documents ISO. Le présent document a été
rédigé conformément aux règles de rédaction données dans les Directives ISO/IEC, Partie 2 (voir www
.iso .org/directives).
L’attention est appelée sur le fait que certains des éléments du présent document peuvent faire l’objet
de droits de propriété intellectuelle ou de droits analogues. L’ISO et l’IEC ne sauraient être tenues pour
responsables de ne pas avoir identifié de tels droits de propriété et averti de leur existence. Les détails
concernant les références aux droits de propriété intellectuelle ou autres droits analogues identifiés
lors de l’élaboration du document sont indiqués dans l’Introduction et/ou dans la liste des déclarations
de brevets reçues par l’ISO (voir www .iso .org/brevets).
Les appellations commerciales éventuellement mentionnées dans le présent document sont données
pour information, par souci de commodité, à l’intention des utilisateurs et ne sauraient constituer un
engagement.
Pour une explication de la signification des termes et expressions spécifiques de l’ISO liés à l’évaluation
de la conformité, ou pour toute information au sujet de l’adhésion de l’ISO aux principes de l’Organisation
mondiale du commerce (OMC) concernant les obstacles techniques au commerce (OTC), voir le lien
suivant : http: //www .iso .org/iso/fr/foreword .html.
Le comité chargé de l’élaboration du présent document est l’ISO/TC 224, Activités de service relatives aux
systèmes d’alimentation en eau potable et aux systèmes d’assainissement — Critères de qualité du service et
indicateurs de performance.
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ISO 24521:2016(F)
Introduction
0.1 Problématique de l’eau: contexte international et cadre des politiques
e
L’eau constitue un enjeu mondial pour le XXI siècle, à la fois pour la gestion des ressources en eau
disponibles et pour la fourniture d’un accès à l’eau potable et à l’assainissement à la population du globe.
En 2000, les Nations Unies ont reconnu l’accès à l’eau comme un droit de l’Homme essentiel et, en liaison
avec les gouvernements nationaux, ont fixé des objectifs ambitieux (« les objectifs du millénaire pour le
développement ») pour augmenter l’accès aux services de l’eau potable et de l’assainissement, incluant
l’évacuation ou la réutilisation en toute sécurité des résidus (conjointement désignés par « services
de l’eau » dans la présente Norme internationale), en particulier dans les pays en développement. Des
conférences internationales sur le développement durable et sur l’eau (par exemple le Sommet mondial
e
sur le développement durable à Johannesburg en septembre 2002, le 3 Forum mondial de l’eau à Kyoto
e
en mars 2003 et le 4 Forum mondial de l’eau à Mexico en mars 2006) ont mis l’accent sur ce sujet et les
agences des Nations Unies (par exemple, l’OMS et l’UNESCO) ont élaboré des recommandations et des
programmes pour préciser ce cadre général.
La Commission du développement durable des Nations Unies a insisté sur le rôle prépondérant que
jouent les gouvernements en promouvant l’amélioration de l’accès à une eau potable sans risque
sanitaire et à son assainissement autonome grâce à une meilleure gouvernance à tous les niveaux et à la
mise en place d’un cadre environnemental et réglementaire propice garantissant l’implication active de
toutes les parties intéressées.
NOTE Les gouvernements sont dénommés « autorités compétentes » dans l’ISO 24510, l’ISO 24511 et
l’ISO 24512).
Si des solutions institutionnelles sont intégrées dans ce processus, le secteur de l’eau devient alors plus
productif et la gestion des ressources en eau plus durable. Les déclarations du Forum mondial de l’eau
ont recommandé que les gouvernements s’attachent à renforcer le rôle des parlements et des autorités
publiques locales, particulièrement en ce qui concerne la fourniture de services de l’eau adéquats et
ont reconnu qu’une collaboration effective avec et entre ces acteurs est un facteur déterminant pour
relever les défis et réaliser les objectifs liés à l’eau.
Des exemples de points clés permettant de se doter d’un cadre d’action efficace en matière de services
de l’eau potable et de l’assainissement sont:
— la définition claire des responsabilités des différentes parties intéressées;
— l’établissement de la manière dont les règles sanitaires et l’organisation sont définies et évaluées;
— l’établissement des processus destinés à garantir la cohérence entre les politiques de développement
urbain et les infrastructures des services publics de l’eau;
— la réglementation des prélèvements de l’eau et de l’évacuation des eaux usées;
— la mise à disposition d’informations à l’intention des usagers et de la collectivité.
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ISO 24521:2016(F)
0.2 Services publics de l’eau: objectifs généraux
Outre qu’il garantit la protection de la santé publique, une bonne gestion des services publics de l’eau
potable et de l’assainissement (conjointement désignés par « services publics de l’eau » dans la présente
Norme internationale) est une composante essentielle de la gestion intégrée des ressources en eau.
Appliquées à ces services publics, des pratiques de gestion bien conçues contribuent, tant sur le plan de
la quantité que sur celui de la qualité, au développement durable. Une bonne gestion des services publics
contribue également à la cohésion sociale et au développement économique de la collectivité desservie,
dans la mesure où la qualité et l’efficience des services de l’eau ont des implications sur pratiquement
toutes les activités de la société.
L’eau étant considérée comme un « bien social » et les activités liées aux services de l’eau intégrant les
trois piliers du développement durable (l’économie, le social et l’environnement), il est normal que la
gestion des services publics de l’eau soit transparente et qu’elle associe toutes les parties intéressées
concernées, identifiées en fonction du contexte local.
Les catégories de parties intéressées pouvant jouer un rôle dans les activités liées aux services de l’eau
sont nombreuses. Les exemples de parties intéressées incluent:
— des gouvernements ou des agences publiques (internationales, nationales, régionales ou locales);
— des associations des services publics de l’eau eux-mêmes (par exemple, associations internationales,
régionales/multinationales et nationales de l’eau potable ou de l’assainissement);
— des organismes autonomes cherchant à jouer un rôle de surveillance (par exemple, organisations de
défense d’intérêts, telles que les organisations non gouvernementales);
— des usagers et des associations d’usagers de l’eau.
Les relations entre les parties intéressées et les services publics de l’eau varient selon les pays. Dans
de nombreux pays, des organismes sont responsables (totalement ou en partie) de la supervision des
activités des services de l’eau, que leur propriété et leur gestion soient publics ou privés et qu’ils fassent
l’objet d’une réglementation exercée par une autorité compétente ou fonctionnent dans le cadre d’un
système de règles techniques internes. La normalisation et les règles techniques internes constituent
des moyens possibles d’assurer l’implication de toutes les parties intéressées et de satisfaire au principe
de subsidiarité.
L’objectif général des services publics de l’eau est de fournir des services à tous les habitants de leur
zone de compétence et de garantir aux usagers une alimentation continue en eau potable ainsi que la
collecte et le traitement de leurs eaux usées dans des conditions économiques et sociales acceptables
tant pour les usagers que pour le service public lui-même. Les services publics de l’eau sont censés
répondre aux exigences des autorités compétentes et aux attentes spécifiées par les organismes
responsables en liaison avec les autres parties intéressées, tout en assurant la durabilité à long terme
du service. Dans un contexte de raréfaction des ressources, y compris des ressources financières, il y a
lieu que les investissements faits dans les installations soient appropriés et qu’une attention nécessaire
soit portée à la maintenance adéquate et à l’utilisation efficace des installations. D’une façon générale,
il est préférable que les tarifs de l’eau soient calculés selon les principes de recouvrement des coûts et
de promotion d’une utilisation efficace des ressources, tout en assurant un accès de base abordable aux
services de l’eau.
Il est préférable que les parties intéressées soient impliquées tant dans l’établissement des objectifs du
service que dans l’évaluation de son adéquation et de son efficience.
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ISO 24521:2016(F)
0.3 Objectif, contenu et mise en œuvre des normes ISO relatives aux services de l’eau
Les normes ISO relatives aux services de l’eau sont l’ISO 24510 (axée sur les services), l’ISO 24511 et
l’ISO 24512 (toutes deux axées sur la gestion). L’objectif visé dans ces normes ISO est de fournir aux
parties intéressées concernées des lignes directrices pour l’évaluation et l’amélioration des services
fournis aux usagers ainsi que des recommandations relatives à la gestion des services publics de l’eau,
en conformité avec les objectifs globaux fixés par les autorités compétentes.
L’ISO 24510 contient les éléments suivants:
— une brève description des composantes du service fourni aux usagers;
— les objectifs fondamentaux du service, compte tenu des besoins et des attentes des usagers;
— les lignes directrices pour satisfaire aux besoins et aux attentes des usagers;
— les critères d’évaluation du service aux usagers selon les lignes directrices fournies;
— des exemples d’indicateurs de performance liés aux critères d’évaluation susceptibles d’être utilisés
pour évaluer la performance du service.
L’ISO 24511 et l’ISO 24512 contiennent les éléments suivants:
— une brève description des composantes physiques/infrastructurelles et managériales/
institutionnelles des services publics de l’eau;
— les objectifs fondamentaux des services publics de l’eau, considérés comme globalement applicables
au niveau le plus large;
— les lignes directrices de la gestion des services publics de l’eau;
— les lignes directrices de l’évaluation des services de l’eau avec des critères d’évaluation du service
liés aux objectifs et des indicateurs de performance liés à ces critères.
Les indicateurs de performance présentés dans l’ISO 24510, l’ISO 24511 et l’ISO 24512 sont fournis
uniquement à titre d’exemple, du fait que l’évaluation du service aux usagers ne peut pas être réduite à
un indicateur unique ou à un ensemble universel d’indicateurs de performance.
Les installations situées à l’intérieur des bâtiments peuvent influer négativement sur la qualité de l’eau
fournie (ou des eaux usées évacuées) entre le point de livraison (point de collecte pour les eaux usées)
et le point de consommation (point de rejet pour les eaux usées). Certaines parties intéressées (telles
que les autorités compétentes, les propriétaires, les entrepreneurs et même les usagers) peuvent avoir
un rôle à jouer à cet égard.
Reconnaissant que l’organisation des services publics de l’eau diffère d’un pays à l’autre, les lignes
directrices données dans l’ISO 24510, l’ISO 24511 et l’ISO 24512 sont axées sur les besoins et les attentes
des usagers ainsi que sur les services de l’eau eux-mêmes, sans imposer de moyen de satisfaire ces besoins
et attentes afin de permettre l’utilisation la plus large possible de l’ISO 24510, l’ISO 24511 et l’ISO 24512
tout en respectant les caractéristiques culturelles, socio-économiques, climatiques, sanitaires et légales
des différents pays et régions du globe. À court terme, il peut ne pas toujours être possible de satisfaire
les attentes des usagers locaux en raison de facteurs tels que les conditions climatiques, la disponibilité
des ressources et les difficultés relatives à la viabilité économique des services de l’eau, notamment
en termes de financement et d’aptitude de l’usager à payer ces améliorations. Ces conditions peuvent
limiter l’atteinte de certains objectifs ou la mise en œuvre de certaines recommandations dans les pays
en développement. Cependant, l’ISO 24510, l’ISO 24511 et l’ISO 24512 sont élaborées en tenant compte
de ces contraintes et permettent ainsi de prévoir différents niveaux de réseaux fixes et la nécessité
d’alternatives autonomes. En dépit de la nécessité de flexibilité en termes d’ingénierie et de matériel, de
nombreuses recommandations dans l’ISO 24510, l’ISO 24511 et l’ISO 24512, telles que les mécanismes
de consultation, sont censées s’appliquer de façon universelle.
viii © ISO 2016 – Tous droits réservés
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ISO 24521:2016(F)
En vue d’évaluer et d’améliorer les services aux usagers ainsi que d’assurer un pilotage adéquat de
leur mise en œuvre, il est possible d’établir un nombre approprié d’indicateurs de performance (IP) ou
d’utiliser d’autres méthodes pour vérifier la conformité aux exigences. Les parties intéressées peuvent
sélectionner les IP parmi les exemples donnés dans l’ISO 24510, l’ISO 24511 et l’ISO 24512, ou élaborer
d’autres IP pertinents en prenant en compte les principes décrits. Les IP correspondent aux objectifs
pour lesquels ils sont définis en utilisant les critères d’évaluation et sont utilisés pour mesurer les
performances. Ils peuvent également être utilisés pour fixer des valeurs cibles ou exigées. L’ISO 24510,
l’ISO 24511 et l’ISO 24512 n’imposent aucun indicateur spécifique ni aucune valeur minimale ou plage
de performance; elles respectent le principe d’adaptabilité aux contextes locaux, permettant une mise
en œuvre locale. L’ISO 24510, l’ISO 24511 et l’ISO 24512 peuvent être utilisées pour évaluer les progrès
réalisés en vue d’atteindre les buts stratégiques et les objectifs des programmes de financement en
fournissant des lignes directrices pour l’amélioration continue et l’évaluation du service.
L’ISO 24510, l’ISO 24511 et l’ISO 24512 sont cohérentes avec le concept de « Plan (Planifier) – Do
(Mettre en œuvre) – Check (Contrôler) – Act (Agir) » (PDCA): elles proposent une procédure étape par
étape, depuis l’identification des composantes et la définition des objectifs du service public jusqu’à
l’établissement d’indicateurs de performance, avec une boucle réactive sur les objectifs et la gestion
après une évaluation des performances. L’ISO 24510, l’ISO 24511 et l’ISO 24512 sont cohérentes avec les
normes de systèmes de gestion, telles que l’ISO 9001 et l’ISO 14001. La mise en œuvre d’un système de
gestion global ISO 9001 et/ou ISO 14001 peut faciliter la mise en œuvre des lignes directrices contenues
dans l’ISO 24510, l’ISO 24511 et l’ISO 24512; inversement, ces lignes directrices peuvent aider les
organismes choisissant de les mettre en œuvre à satisfaire aux dispositions techniques de l’ISO 9001 et
de l’ISO 14001.
0.4 Services d’assainissement autonome
L’absence globale de services d’assainissement autonome est un frein majeur à la réalisation des
objectifs sociétaux mondiaux d’amélioration de la santé publique et du développement économique.
Cette situation prédomine aussi bien dans les pays développés que dans les pays en développement.
Bien que souvent considérée comme un problème rural, cette réalité se retrouve également dans de
nombreuses zones péri-urbaines et urbaines. Selon les Nations Unies (voir Référence [5]), 2,1 milliards
de personnes ont obtenu l’accès à des installations d’assainissement améliorées entre 1990 et 2015.
Cependant, en 2015, 2,4 milliards de personnes n’avaient toujours pas accès à un assainissement
amélioré et 946 millions de personnes, soit 13 % de la population mondiale, avaient recours à la
défécation en plein air.
La vétusté des installations d’assainissement est souvent associée à une contamination des sources
d’eau, laquelle donne souvent lieu en retour à la transmission de maladies telles que le choléra, la
diarrhée, la dysenterie, l’hépatite A et la typhoïde. En outre, ces conditions sont souvent aggravées par
l’insuffisance, voire l’absence d’établissements de soins de santé appropriés, qui expose déjà les patients
vulnérables à des risques supplémentaires d’infection et de maladie. L’UNICEF estime que la diarrhée
est la deuxième cause de mortalité infantile chez les enfants de moins de cinq ans dans les pays en voie
de développement, en grande partie du fait d’un assainissement insuffisant et du manque d’hygiène.
© ISO 2016 – Tous droits réservés ix
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ISO 24521:2016(F)
Les conséquences du manque d’installations d’assainissement sur l’environnement et la santé publique
dépendent de la densité de la population. Dans les zones rurales et les régions isolées faiblement
peuplées, le manque d’installations d’assainissement peut ne pas présenter de risque conséquent, car
l’urine et les dépôts de matières fécales (également désignés par le terme « défécation en plein air »)
peuvent être traités de manière écologique à un niveau satisfaisant. Cependant, à mesure que la
densité de population augmente, on arrive à un seuil au-delà duquel les processus d’absorption ou de
décomposition naturelles ne fonctionnent plus, présentant à la fois un risq
...
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