ISO/TS TECHNICAL SPECIFICATION 24520 First edition 2017-09 Service activities relating to drinking water supply systems and wastewater systems s - Crisis management - Good practice for technical aspects Activités relatives aux servicesde I'eaupotableet de I'assainissement-Gestion de crise-Les bonnes pratiques pour les aspectstechniques Reference number ISO/TS 24520:2017(E) Tso @IS02017 IS0/TS24520:2017(E) COPYRIGHTPROTECTEDDOCUMENT @ IS0 2017, Published in Switzerland or by anymeans, electronic ormechanical, including photocopying,or posting on the internet or an intranet, without prior written permission. Permission can be requested from either ISO at the address below or ISo's member body in the country of the requester. ISO copyright office Ch. de Blandonnet 8 . CP 401 CH-1214 Vernier, Geneva, Switzerland Tel. +41 22 749 01 11 Fax +41 22 749 09 47 copyright@iso.org www.iso.org ii IS0 2017-Allrights reserved IS0/TS24520:2017(E) Contents Page Foreword .V Introduction. .vi 1 Scope 1 2 1 Normativereferences 3 Terms and definitions .1 4 Concepts and principles .7 4.1 .7 General 4.2 Crisis managementphases 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 andplans,responding,repairing andrestoring .12 5.6 Structureandorganization .13 5.7 Procedures and tools to identify a crisis and initiatethe crisis management team 13 5.8 Training and exercise 15 5.9 Crisis managementteam. .16 5.10 Communicationand cooperation. .16 Crisis management team communications with users and other stakeholders... 16 5.10.1 5.10.2 Cooperationand communicationsbetweenthewaterutilityand the relevant authorities in the event of a crisis. .18 5.11 Provisions of plans and resources. .20 5.11.1 Emergencyphysicalfacilities .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 Response .21 6 6.1 General 21 6.2 Situation ascertainment 21 6.3 Situation assessment .21 6.4 22 Decision making. 6.5 Implementation of decisions and issuing of orders. 22 6.6 Supervision and control. 22 6.7 .22 Process for risk assessment during a crisis 6.8 Communicationsfeedback .23 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 .25 Planningthedeployment of recoverymeasures 7.6 25 Repairing the damage 7.7 Verification. 26 7.7.1 General .26 7.7.2 Verification ofqualityinthedrinkingwatersupply system .26 7.7.3 Verification of quality in thewastewater system .26 7.8 Restoring the service .27 7.8.1 General. .27 @ IS0 2017 - All rights reserved iii