Technological Innovation

What is BS EN ISO 24511:2019?

BS EN ISO 24511:2019 is a technical standard that provides guidance and recommendations for the development, implementation, and improvement of service activities within water utility organizations. This standard aims to enhance the overall efficiency and effectiveness of services provided by these organizations, ensuring customer satisfaction and continuous improvement.

Key Features of BS EN ISO 24511:2019

1. Scope: The standard covers various aspects of service activities, including processes, performance measurement, customer satisfaction, and management commitment. It applies to all water utility organizations, regardless of their size or location.

2. Customer Focus: BS EN ISO 24511:2019 emphasizes the significance of understanding and meeting customer requirements. It provides guidelines for identifying customer needs, enhancing communication with customers, and measuring customer satisfaction to drive continuous improvement.

3. Process Approach: The standard advocates for a process-based approach to service activities. It encourages organizations to identify, document, and manage individual processes and their interactions, resulting in improved efficiency and effectiveness.

4. Performance Measurement: BS EN ISO 24511:2019 suggests establishing performance indicators to monitor and evaluate different aspects of service activities, such as response time, quality of service, and resource utilization. These measurements help organizations identify areas for improvement and make informed decisions.

Benefits of Implementing BS EN ISO 24511:2019

1. Enhanced Customer Satisfaction: By understanding and fulfilling customer requirements, water utility organizations can improve customer satisfaction levels. This leads to increased trust, loyalty, and positive word-of-mouth.

2. Continuous Improvement: The standard promotes a culture of continuous improvement by providing guidelines for monitoring, measuring, and analyzing performance data. This enables organizations to identify inefficiencies and implement corrective actions, resulting in enhanced service quality.

3. Effective Resource Management: BS EN ISO 24511:2019 encourages efficient resource management, helping organizations allocate their resources effectively and optimize their operations. This leads to cost savings and improved organizational performance.

4. Competitive Advantage: Implementing the standard can differentiate water utility organizations from their competitors. It demonstrates a commitment to providing high-quality services and meeting customer expectations, giving organizations a competitive edge.


BS EN ISO 24511:2019 plays a vital role in improving service activities within water utility organizations. By focusing on customer needs, adopting a process approach, and measuring performance, this standard enables organizations to enhance customer satisfaction, achieve continuous improvement, and gain a competitive advantage.


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