Foreword
Introduction
0.1 Water issues: global context and policies
    framework
0.2 Water utilities: general objectives
0.3 Objectives, content and implementation of
    this International Standard
0.4 Service to users
1 Scope
2 Terms and definitions
3 Elements of the service relating to users
  3.1 General
  3.2 Access to water services
  3.3 Provision of the service
  3.4 Contract management and billing
  3.5 Promoting a good relationship with the users
  3.6 Protection of the environment
  3.7 Safety and emergency management
4 Objectives for the service in respect of users'
  needs and expectations
  4.1 General
  4.2 Access to water services
  4.3 Provision of the service
  4.4 Contract management and billing
  4.5 Promoting a good relationship with users
  4.6 Protection of the environment
  4.7 Safety and emergency management
5 Guidelines for satisfying users' needs and
  expectations
  5.1 General
  5.2 Access to water services
  5.3 Provision of the service
  5.4 Contract management and billing
  5.5 Promoting a good relationship with users
  5.6 Protection of the environment
  5.7 Safety and emergency management
6 Assessment criteria for service to users
  6.1 General
  6.2 Access to water services
  6.3 Provision of the service
  6.4 Contract management and billing
  6.5 Promoting a good relationship with users
  6.6 Protection of the environment
  6.7 Safety and emergency management
7 Assessment of water services
  7.1 General
  7.2 Assessment policy
  7.3 Goal and scope of the assessment
  7.4 Parties involved in the assessment
  7.5 Methodology of assessment
  7.6 Service assessment criteria
  7.7 Resources to conduct the assessment
  7.8 The production of output and recommendations
      for the use of the output
8 Performance indicators
  8.1 General
  8.2 Performance indicators systems
  8.3 Quality of the information
  8.4 Example of a performance indicator
Annex A (informative) - Tables of corresponding terms in
                        English, French and Spanish
Annex B (informative) - Example of performance indicators
Annex C (informative) - Example of confidence-grading scheme
                        for performance indicators systems
Bibliography