ISO/TS 24520:2017

TECHNICAL ISO/TS
SPECIFICATION 24520
First edition
2017-09
Service activities relating to drinking
water supply systems and wastewater
systems — Crisis management — Good
practice for technical aspects
Activités relatives aux services de l’eau potable et de
l’assainissement — Gestion de crise — Les bonnes pratiques pour les
aspects techniques
Reference number
©
ISO 2017
© ISO 2017, Published in Switzerland
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ii © ISO 2017 – All rights reserved

Contents Page
Foreword .v
Introduction .vi
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Concepts and principles . 7
4.1 General . 7
4.2 Crisis management phases . 8
5 Preparedness .10
5.1 General .10
5.2 Establishing the context .11
5.3 Commitment .12
5.4 Risk assessment .12
5.5 Procedures and plans, responding, repairing and restoring .12
5.6 Structure and organization .13
5.7 Procedures and tools to identify a crisis and initiate the crisis management team.13
5.8 Training and exercise .15
5.9 Crisis management team .16
5.10 Communication and cooperation.16
5.10.1 Crisis management team communications with users and other stakeholders .16
5.10.2 Cooperation and communications between the water utility and the
relevant authorities in the event of a crisis .18
5.11 Provisions of plans and resources .20
5.11.1 Emergency physical facilities .20
5.11.2 Water utility personnel safety measures .20
5.11.3 Sampling and analysis capability and capacity .20
5.11.4 Alternative water supply .20
5.11.5 Resource availability .20
5.12 Monitoring and review .20
5.13 Documentation .20
6 Response .21
6.1 General .21
6.2 Situation ascertainment .21
6.3 Situation assessment .21
6.4 Decision making .22
6.5 Implementation of decisions and issuing of orders .22
6.6 Supervision and control .22
6.7 Process for risk assessment during a crisis .22
6.8 Communications feedback .23
7 Recovery to normal operation.23
7.1 General .23
7.2 Survey for restoration purposes .23
7.3 Restoration alternatives .24
7.4 Priorities in recovery .24
7.5 Planning the deployment of recovery measures .25
7.6 Repairing the damage .25
7.7 Verification .26
7.7.1 General.26
7.7.2 Verification of quality in the drinking water supply system .26
7.7.3 Verification of quality in the wastewater system .26
7.8 Restoring the service .27
7.8.1 General.27
7.8.2 Restoration of drinking water service .27
7.8.3 Restoration of wastewater service .27
7.9 Assessments for recovery stage .27
8 Monitoring and review of the crisis management system .27
8.1 Performance measurement and monitoring .27
8.2 Issues to address when monitoring the performance of a training procedure .28
8.3 Crisis management system maintenance process .28
8.4 Crisis management system assessment .29
9 Management review .29
Annex A (informative) Preparedness.31
Annex B (informative) Recovery to normal operation .41
Bibliography .43
iv © ISO 2017 – All rights reserved

Foreword
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This document was prepared by Technical Committee ISO/TC 224, Service activities relating to drinking
water s
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