What are the needs and the criteria of assessment of public drinking water users? An urban case - Ecole Nationale du Génie de l'Eau et de l'Environnement de Strasbourg Accéder directement au contenu
Communication Dans Un Congrès Année : 2000

What are the needs and the criteria of assessment of public drinking water users? An urban case

Quels sont les besoins et les critères d'évaluation des utilisateurs d'eau potable ? Un cas d'étude en milieu urbain

Résumé

This communication presents the results of a survey undertaken last year within an urban water service in order to characterise the needs of the final users and also their criteria of assessing the service provided.In fact, this process squares with the strategic will of the managers to know what are the real expectations of its domestic consumers so that they can be able to identify the main thrusts which will define tomorrow's service.The method used to get the users to talk about their expectations is in a way innovative. They were directly appealed for debating on scenarios dealing with situations representative of real-life experiences of service. This principle of the 'scenarios method' borrowed from sociology was applied within expression groups which size was varying between seven to thirteen persons. The results of this investigation show that public drinking water service is nowadays considered by urban users as an 'essential residential service'. Moreover, continuous supplying as well as continuous drinkable water are taken for granted. However, dealing with a mission based on sanitary and technical regulations, the users need more attention in the particular field of the relationship between the water service and them. In other words, the domestic user is expecting to be taken in account within the bounds of the internal procedures which regulate the relationship and notably in case of ground for complaint. Furthermore, he is asking for an justifying and educational information while the service should be able to keep under control economical and environmental risks which may disrupt user's routines. Consequently, these elements allow us to build a mapping of criteria assessing the service provided to domestics users.

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Dates et versions

hal-02580545 , version 1 (14-05-2020)

Identifiants

Citer

M. Tsanga. What are the needs and the criteria of assessment of public drinking water users? An urban case. 19ème conférence internationale " H2OBIETTIVO 2000: the global market of water services", Turin, ITA, 3-5 mai 2000, 2000, Italy. pp.13. ⟨hal-02580545⟩
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