AquaRating : An international standard for assessing water and wastewater services

Cover -- Copyright -- Contents -- Acknowledgements -- About the authors -- Introduction -- Chapter 1: SQ Service Quality -- SQ1 Drinking water quality -- SQ1.1 Assurance of structural capacity for treatment and supply -- SQ1.2 Assurance of appropriate supplied water quality -- SQ1.3 Supervision and control of supplied water quality -- SQ1.4 Structural operational capacity for drinking "water treatment -- SQ1.5 Compliance with drinking water standards -- SQ1.6 Supplied water quality control frequency -- SQ2 Distribution of drinking water for use and consumption -- SQ2.1 Assurance of structural capacity for supply and distribution -- SQ2.2 Assurance of supply continuity during operation -- SQ2.3 Supervision and control of supply continuity -- SQ2.4 Supply continuity -- SQ2.5 Time taken to connect new users to the drinking water service -- SQ3 Wastewater collection -- SQ3.1 Assurance of structural capacity for wastewater collection -- SQ3.2 Assurance of wastewater collection from operation -- SQ3.3 Supervision and control of the wastewater collection service -- SQ3.4 Time taken to resolve "incidents" in the wastewater collection network -- SQ3.5 Time taken to connect to the wastewater service -- SQ3.6 Stormweather "incidents -- SQ4 User service -- SQ4.1 "Complaint" management and user satisfaction monitoring -- SQ4.2 User service quality -- SQ4.3 Commitment to user service and "contingency" information -- SQ4.4 Perception of general user satisfaction -- SQ4.5 User perceptions of problem resolution quality -- SQ4.6 Number of "customer service complaints" per 100 users and year -- SQ4.7 Customer call service waiting time -- SQ4.8 Customer service center waiting time -- SQ4.9 Time taken to resolve problems -- Chapter 2: PE Investment Planning and Implementation Efficiency -- PE1 Investment plan content and efficiency -- PE1.1 Investment plan contents.