A framework for water and wastewater service providers to assess and improve service quality in a systematic, stakeholder-focused way.
ISO 24510 provides guidelines for assessing and improving water and wastewater services from the perspective of users and society. It applies to utility operators, municipalities, and private sector water service providers committed to transparent, user-focused service management.
Book a Gap AssessmentThe scope of ISO 24510:2007
- Service user objectives and expectationsSystematically identify and understand the objectives and expectations of service users — not just regulatory compliance, but real service quality from the user's perspective.
- Service performance indicatorsDefine the performance indicators that reflect service quality across reliability, continuity, response time, and customer interaction dimensions.
- Assessment and benchmarkingImplement the assessment processes that establish where service performance stands today and where improvement is needed — enabling meaningful benchmarking.
- Service improvement planningDevelop structured improvement plans that address identified gaps between current service levels and user objectives.
The business case
Water and wastewater utilities that systematically assess user needs and service performance consistently deliver higher user satisfaction.
Water regulators in the GCC and internationally require structured performance reporting from utilities. ISO 24510 provides the framework.
A structured service performance assessment provides the credible, transparent data needed for regulatory submissions and community communication.
Service performance data informs the investment decisions that improve infrastructure and service quality.
The certification journey
Most firms hand you a document pack and leave. We stay with you from gap assessment through certification — and beyond.
We audit your current operations against the standard's requirements and show you exactly where you stand.
We build your management system — policies, procedures, process maps — tailored to how your business actually works.
We work alongside your team on the ground to embed the system into daily operations and train your people to own it.
We run a full internal audit cycle, close any gaps, and make sure you're ready before the certification body arrives.
We support you through the certification audit — and stay available for surveillance prep and continuous improvement after.
Ready to get certified?
Book a gap assessment and we'll show you exactly what it takes.
Book a Gap Assessment