Regional Workshop to disseminate Water Supply and Sanitation Standards of Quality of Service, adapted to LDCs Preparation to the ISO TC 224 Draft Standards test in Africa. WBI/InWEnt/AFWA/NWSC WORKSHOP KAMPALA (UGANDA), JULY 24-27, 2007

User expectations Robin Simpson Working Group 2 TC 224 Consumers International

WBI/InWEnt, Kampala, July, ISO Workshop3 ISO TC 224  ISO Guidelines for improvement & evaluation of service to the users  Drafted by WG 2.  Chair: Enrique Cabrera (Valencia Univ. Spain)  Consumer viewpoint  Also ad hoc developing countries group

WBI/InWEnt, Kampala, July, ISO Workshop4 Step by step  1. Identify components of service to users - chapter 3  2. Define objectives for the service -c.4  3. Apply guidelines (for satisfying users needs and expectations-c. 5)  4. Define assessment criteria-c. 6-7 Ann. B  5. Define performance indicators-c.8 A.B/C  6. Assess performance – v- objectives c.7

WBI/InWEnt, Kampala, July, ISO Workshop5 chapters  Common Intro  1. Scope  2. Definitions  3. Elements of service to users  4.Objectives – users’ needs & expectations  5.Guidelines – ditto  6. Assessment criteria  7. Assessment  8. Performance indicators

WBI/InWEnt, Kampala, July, ISO Workshop6 Informative Annexes  A.A. glossary of terms (Eng. Fr. Sp)  A.B. Examples of performance indicators:  Access to water services  provision of service (11 examples)  Contracts & billing (5)  Relations with users (9)  Environmental protection (3)  Safety & emergency management

WBI/InWEnt, Kampala, July, ISO Workshop7 Elements of service to users  Access to water services  Provision of service  Contract of service (may be ‘implicit’)  Relations with users  Environmental protection  Safety and emergency management

WBI/InWEnt, Kampala, July, ISO Workshop8 Key actors  Relevant authorities eg government, regulator (2.36)  Responsible body eg municipality, corporation (2.42)  Water utility (2.53)  Operator (2.23)  NB: these functions may overlap

WBI/InWEnt, Kampala, July, ISO Workshop9 Key characteristics  Worldwide applicability (eg networks – v- non-networked systems)  Local nature of service  Essential nature of service  Link to ISO 26000: social responsibility  MDG relevance

WBI/InWEnt, Kampala, July, ISO Workshop10 Access issues – elements (3) & objectives (4)  Ch 3.2 “Access to service means not only connection to networked drinking water & wastewater systems but also if these are not available, access to other means of service”  Ch As above + “Users also expect that the relevant authority or responsible body plan the development and provision of water services..and inform them on the timing of providing such access”

WBI/InWEnt, Kampala, July, ISO Workshop11 Access issues – guidelines (5)  5.2 “measures to ensure equitable & affordable access…may include: grants (including support for connections for poor) loans, social tariffs (including possible zero rate tariff blocks targeted on poorest) subsidies, cross subsidies between households at different income levels…”  “the choice of such measures, which may be temporary,should take into account cost & effectiveness..financial viability and sustainability of the service”

WBI/InWEnt, Kampala, July, ISO Workshop12 Assessment criteria (6)  criteria:  Quantity of water available to users  Equity in access  Access in rural and/or poor zones  Access for low income households  Affordability of services  Public policy for access for vulnerable  Availability of feasible and affordable alternatives  Sustainability of services

WBI/InWEnt, Kampala, July, ISO Workshop13 Performance indicators (A.B)  B.2 Access to water  Average quantity of water available /person/day  IWA calculation WR2  Comment: (note of caution) calculation should not be less than annual, beware inter- service comparisons

WBI/InWEnt, Kampala, July, ISO Workshop14 CI statement of ‘consumer expectations’  Standard applicable to non-networked systems +  Where no networks, then timetable  Paras: 4.2, 4.3.1, 4.3.9, ;5.2, 5.3.1,5.3.9,5.3.10;  Expectations satisfied

WBI/InWEnt, Kampala, July, ISO Workshop15 Equitable distribution  Rota cuts should avoid discrimination against poor districts  Paras 4.3.8; 5.3.8;  Expectation satisified

WBI/InWEnt, Kampala, July, ISO Workshop16 Contractual rights to service  Concept of ‘implicit contract’  Service not dependant on written or individualised contract  Paras 4.4.1;  “individual contracts or written contracts may not be necessary”  Expectation mainly satisfied; prefer term ‘implicit contract’

WBI/InWEnt, Kampala, July, ISO Workshop17 Public participation  Public participation in regulation (not management) of service  Development of forums for participation  Release of service information (including service contracts)  Paras: 4.5.8,4.5.9,4.5.10;5.5.8,5.5.9,5.5.10;  Expectation partially satisfied; transparency could be strengthened beyond the standard

WBI/InWEnt, Kampala, July, ISO Workshop18 Payment methods  The poor prefer to pay small sums more frequently  Standard silent on pre-payment  Paras: 4.4.5; 5.4.5;  Expectation largely satisfied

WBI/InWEnt, Kampala, July, ISO Workshop19 Pricing  Fair price factors recognised:  Affordability  Cost  Historic price levels  Rate of return  Impact on water use  Paras 4.3.3; 5.2,5.3.3, ;  Expectations partially satisfied, would prefer reference to ‘fair rate of return on capital’

WBI/InWEnt, Kampala, July, ISO Workshop20 Conclusions  innovative standard  Performance indicators not ‘off the shelf’  Principles, tools and methods to promote dialogue between stakeholders  Objectives locally defined and performance set against objectives  Need to assess standard away from rich countries: ‘Africa test’

WBI/InWEnt, Kampala, July, ISO Workshop21 Thank you  Robin Simpson:  