This document specifies the elements of drinking water and wastewater services of relevance and interest to users. It also provides guidance on how to identify users’ needs and expectations and how to assess whether these are being met.

The following are within the scope of this document:

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the definition of a language common to the different stakeholders;

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the definition of key elements and characteristics of the service to users;

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the objectives for the service with respect to users’ needs and expectations;

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guidelines for satisfying users’ needs and expectations;

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assessment criteria for service to users;

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introduction to performance indicators;

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examples of performance indicators.

The following are outside the scope of this document:

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methods of design and construction of drinking water and wastewater systems;

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the regulating management structure and methodology of operation and management of activities relating to drinking water and wastewater services, including contracting;

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topics relating to the system inside buildings.