FROM QUALSERVE BENCHMARKING TO ISO STANDARDS: WHAT'S NEW AND WHAT'S TO COME
Abstract:There is no shortage of challenges facing today's water and wastewater utilities. The demand to increase efficiency and productivity comes from many factions, including elected and appointed officials, management and ratepayers. The workforce and customer base are changing as a result of an aging population, different attitudes and perceptions, and dramatic shifts in demographics. New and more stringent regulations are requiring more resources, demands for greater monitoring and innovative solutions. The infrastructure that utilities operate and maintain is aging and will require a greater level of investment than in the past. With all of these challenges, customers still expect safe water, effective wastewater treatment, and rates that hold steady and remain relatively inexpensive compared to other vital commodities.
Over the last ten years, waterborne disease outbreaks in the United States and Canada have challenged the confidence of the public to the extent that new laws have been enacted and additional ones proposed requiring accreditation of water service providers. Confidence questions have, in part, spurred bottled water sales and achieving customer satisfaction is more challenging than ever. At the same time, the International Organization of Standardization (ISO) is developing new standards specific to water and wastewater utility operations. The combination of these events may suggest the beginnings of a trend toward more certification or accreditation of utilities. Utility continuous improvement programs are crucial to meet growing demands for demonstrable accountability.
Document Type: Research Article
Publication date: 2004-01-01
More about this publication?
- Proceedings of the Water Environment Federation is an archive of papers published in the proceedings of the annual Water Environment Federation® Technical Exhibition and Conference (WEFTEC® ) and specialty conferences held since the year 2000. These proceedings are not peer reviewed. A subscription to the Proceedings of the Water Environment Federation includes access to most papers presented at the annual WEF Technical Exhibition and Conference (WEFTEC) and other conferences held since 2000. Subscription access begins 12 months after the event and is valid for 12 months from month of purchase. A subscription to the Proceedings of the Water Environment Federation is included in Water Environment Federation (WEF) membership.
WEF Members: Sign in (right panel) with your IngentaConnect user name and password to receive complimentary access. Access begins 12 months after the conference or event
- Subscribe to this Title
- Membership Information
- About WEF Proceedings
- WEFTEC Conference Information
- Learn about the many other WEF member benefits and join today
- Ingenta Connect is not responsible for the content or availability of external websites