A Guide to ISO 24510

What is ISO 24510?

ISO 24510 is an international standard that helps drinking water and wastewater providers improve their services by focusing on the needs of users. It gives a common framework for measuring service quality, setting goals, and making sure providers understand what matters most to the people they serve. The 2024 edition also updates the standard to include things like online services, accessibility for vulnerable groups, and alignment with global sustainability goals.

Importance

ISO 24510 is important because it helps ensure that water treatment and wastewater companies approach management with the user in mind. Setting clear guidelines for evaluating service quality helps providers deliver safe, reliable, and accessible water that meets community expectations. This focus not only improves customer trust but also strengthens the overall effectiveness of water systems.

The standard also matters because it pushes providers to adapt to modern challenges, like digital service delivery and supporting vulnerable users. Its recent changes implemented in 2024 reflects this. By aligning with sustainability goals, it encourages long-term planning that protects both communities and the environment. In this way, ISO 24510 supports better decision-making and accountability in essential public services.

Components

ISO 24510 defines several components that help guide how water and wastewater services should be delivered to meet user needs effectively. These components address both the technical and social aspects of service, ensuring that providers balance quality, accessibility, safety, and sustainability. Together, they create a comprehensive framework for improving services in ways that benefit both users and communities.

Access to Water Services

This component ensures that all people can fairly access clean drinking water and proper wastewater services. It highlights issues such as affordability, regional availability, and the inclusion of vulnerable groups. By focusing on equal access, it helps prevent disparities and ensures water services reach everyone.

Provision of Service

The provision of service focuses on the reliability and quality of water delivery and wastewater treatment. It emphasizes the continuity of supply, consistent water quality, and operational efficiency. These measures ensure that users receive dependable services that match agreed standards.

User Relationship Management

This component emphasizes the importance of establishing trust and effective communication between service providers and users. It includes transparent billing, accessible information, and systems for collecting feedback. Strong relationship management enables providers to adapt to user expectations, thereby improving overall satisfaction.

Environmental Protection

Environmental protection ensures that water and wastewater operations are carried out responsibly to safeguard natural ecosystems. It promotes reducing pollution, conserving resources, and supporting long-term sustainability. By adopting these practices, providers help protect the environment while maintaining essential services.

Safety and Emergency Management

This component addresses the need for preparedness in the face of risks and emergencies that may affect water and wastewater services. It includes strategies for handling contamination, infrastructure failures, or natural disasters. Effective safety and emergency measures protect users and allow services to recover quickly.

Key Principles of ISO 24510

ISO 24510 is built around principles that guide how water and wastewater services should be managed to keep users’ needs at the center. These principles go beyond technical standards by focusing on fairness, trust, and ongoing service improvement. Some of the main principles of this ISO standard are the following:

Accessibility

Accessibility means making sure all users, including those in rural areas or vulnerable groups, can benefit from water and wastewater services. It highlights the importance of affordability, physical access, and inclusive service design. By prioritizing accessibility, providers reduce inequalities and ensure water is available for everyone.

Transparency

Transparency is about clear communication and openness between providers and users. This includes sharing information on service performance, costs, and decision-making processes. When services are transparent, they build trust and allow users to make informed choices.

Reliability

Reliability ensures that water and wastewater services are dependable and consistent over time, no matter the changes in environment and society. It emphasizes the importance of delivering safe water, minimizing service interruptions, and maintaining infrastructure properly. Reliable services help build confidence among users and support community well-being.

Responsiveness

Responsiveness focuses on how well providers listen and react to users’ needs and concerns. It involves having accessible customer service, timely complaint handling, and a willingness to adapt services. Being responsive strengthens user satisfaction and makes services more effective.

Continuous Improvement

Continuous improvement ensures that services do not remain static but adapt to changing conditions and expectations. Providers are encouraged to use performance monitoring, feedback, and innovation to enhance their systems. This principle keeps services relevant, sustainable, and aligned with long-term goals.

Best Practices for Compliance

While ISO 24510 isn’t a requirement for water companies, compliance and certification boosts user confidence and ensures that the company operates to the highest standards. Below are a few tips for ISO 24510 compliance:

Use an Asset Management System for Water Treatment Equipment

Having a digital asset management system in place helps providers keep track of water treatment equipment, ensuring each is properly maintained and upgraded when needed. By monitoring equipment performance regularly, providers can reduce downtime and prevent service disruptions. This practice supports both reliability and long-term sustainability of water services.

Establish Clear Communication Channels with Users

Having clear communication channels allows users to easily access information about services, billing, and potential issues. In particular, using digital means of communicating helps ensure transparency by keeping both users and fellow teammates informed of changes, disruptions, or improvements in real time. Strong communication also builds trust and helps providers respond more effectively to user needs.

Implement Regular Service Quality Monitoring

Regular monitoring ensures that water quality, wastewater treatment, and service delivery consistently meet established standards. It involves testing, inspections, and performance reviews to detect problems early , often with the help of digital sensors, inspection systems, or both. This proactive approach helps providers maintain compliance and user confidence.

Develop a Structured Feedback and Complaint System

A structured system for feedback and complaints gives users a clear way to express concerns or suggest improvements. It ensures issues are tracked, addressed, and resolved in a timely manner. This approach improves responsiveness and helps providers continuously adapt to user expectations.

Provide Transparent Reporting on Performance

After implementing a structured reporting system, it’s important to be transparent about received issues and the actions taken to address them. Transparent reporting involves openly sharing performance results consistently. It includes metrics on water quality, service reliability, and environmental impact. By being transparent, providers demonstrate accountability and strengthen public trust.

Conduct Continuous Training for Service Staff

Ongoing training and online learning materials easily accessible on any device keep service staff updated on best practices, safety standards, and new technologies. It ensures employees have the skills needed to deliver high-quality, user-centered services. Continuous learning also fosters a culture of improvement and professionalism within the organization.