Overview
ISO/TR 24514:2018 is an informative Technical Report from ISO that provides practical examples of using performance indicators for drinking water and wastewater services. As a companion to ISO 24510, ISO 24511 and ISO 24512, this report illustrates the intent and application of the ISO performance assessment methodology across a wide range of utilities (small to large, public and private, developed and developing countries). It presents real-world quantification practices, benchmarking parallels, and examples drawn from international organizations, regulators, associations and individual utilities.
Key Topics
- Performance assessment methodology: Demonstrates the three-step approach promoted in the ISO 2451x series - define strategic objectives, select service criteria, and establish measurable indicators (e.g., percentage of delivered water quality tests that meet regulated requirements).
- Examples and formats: Each example follows a standard format (organization name, background, objective for using indicators, methodology, and summary of experience), enabling consistent replication.
- Benchmarking vs. performance indicators: Clarifies differences and overlaps - performance indicators are primarily for internal objective monitoring; benchmarking compares metrics across peer utilities and adds analysis and implementation steps to drive improvement.
- Diverse case studies: Annexes cover international organizations, national regulators, associations/groups, and individual utilities, illustrating a wide array of institutional and geographic contexts.
- Non‑normative guidance: The report is informative - examples reflect practical choices by organizations and are not ISO endorsements.
Applications
ISO/TR 24514:2018 is useful for:
- Water and wastewater utilities (small, medium, large) adopting ISO performance indicators to monitor safety, reliability, environmental protection and efficiency.
- Regulators and government agencies developing consistent reporting frameworks and benchmarks for the sector.
- Industry associations and benchmarking groups seeking standardized examples and methodologies to harmonize member reporting.
- Consultants and auditors advising on KPI selection, time-series analysis, and linking indicators to corporate objectives.
Practical uses include internal performance monitoring, external reporting for transparency, comparing operational efficiency, identifying best practices, and supporting investment or asset-management decisions.
Related Standards
- ISO 24510 - Drinking water and wastewater services: Service assessment and performance indicators (utilities).
- ISO 24511 - Guidelines for performance indicators for wastewater utilities.
- ISO 24512 - Service delivery and management for water utilities and consumers.
- ISO 24523 - Benchmarking process for water services (context for comparative metrics).
Keywords: ISO/TR 24514:2018, performance indicators, water utilities, benchmarking, ISO 24510, ISO 24511, ISO 24512, drinking water, wastewater services, performance assessment.