Transcript Заголовок слайда отсутствует

Development and implementation of
performance measurement on the
local level
Improvement of quality of services on collection
of household refuse.
Practical examples of Bor (Nizhegorodskaya
oblast)
Institute for Urban Economics
I.V.Kolesnikov
1
Key stages of performance measurement
procedure development
1. Organization of a project team
2. Determining goals and objectives
3. Determining objects of measurement and necessary information
4. Selection of outputs, outcomes indicators
5. Determining sources of information. Development of data collection tools
6. Data collection
7. Analysis of the obtained results
8. Determining ways of use of the performance measurement results.
Development of reporting formats
9. Development of the service improvement action plan
2
Determining goals and objectives
Service: collection and removal of
household refuse
•
•
Goals: provide aesthetic appeal of the city
territory and high quality of life for its
residents.
Objectives: provide timely removal of
household refuse and prevent occurrence
and spread of unauthorized landfills
3
Monitoring indicators
Indicators
Frequency of
indicators
accounting
Information
source
Indicator application
% of dustbin sites
characterized as “clean” ,
“moderately clean” form the
total number of sites
Once a week
Survey during the Monthly, quarterly, annual
year (weekly
reports, for public
collected data)
dessimination (publication
in news-paper), operating
performance
% of residents leaving in
apartment houses satisfied
with the service of solid
waste removal
Once a year
Public opinion
survey
Annual report
% of private households who
concluded contract on solid
waste removal from the total
quality of private households
One a quarter
Heads of street
committees
Quarterly report, annual
report
% of landfills that were
liquidated but not renewed
with regard to previous year
Twice a year
(May, October)
Heads of street
committees,
inspectors
Annual report
4
Survey of service receivers
Information that may be collected as a
result of a survey:
•
•
•
•
•
•
Overall satisfaction with the services
Evaluation of certain parameters of service
quality
Degree of service utility
Degree of service awareness
Reasons for discontent and rejection of
services
Proposals for service improvement
5
Public opinion survey in Bor
Public opinion survey: interview at home
Sampling: 1000 persons (total number – 48 600 persons)
Issues: solid waste removal, clearness in the city (raion)
• Level of residents’ satisfaction with the quality of the
service
• Clearness of the service provision (omissions)
• Possible reasons of dissatisfaction of the sites’ condition
• Problem of illegal dupms
6
How do you evaluate the collection and removal of
the household refuse in the city?
satisfactory
47%
good
22%
very good
3%
don't know very bad
5%
7%
bad
16%
7
How do you evaluate the collection and removal of
the household refuse in your raion?
satisfactory
39%
good
22%
bad
21%
very good
don't know
3%
5%
very bad
10%
8
What are the reasons for most problems of collection
and removal of the household refuse?
Insufficient number of containers
Dustbins are full to the brim
Animals scatter refuse
The site is piled with refuse
Bad smell
90
80
70
55,4
60
51,5
50
36,6
40
22
21
30
20
10
2nd
microraion
Central
part
Krasnogorka
Raions of Bor
Microraion of
Glassware factory
Neklyudovo
0
9
Method of trained observers
Main steps of development of the survey system:
• Determining of the subject of evaluation
• Development of the evaluation scale
• Development of the survey procedure, data analysis
• Selection and training of observers
• Control of observers’ work
Objects that can be valued with observers’ participation:
• Level of dirtiness of the street
• Condition of the roadway
• Pavements
• Parks
• Signs with streets’ names
• Road signs
• Buildings (internal and external sides)
• Children’s sites
10
Quality evaluation of the service of
household refuse collection and removal
what do we evaluate?
•
•
•
•
Availability of garbage in a dustbin
Availability of bulky waste
Cleanness of a dustbin site
Cleanness of the territory adjacent to a
dustbin site
• Access to approach roads
11
Rating scale of cleaneness at dustbin sites
( Bor, Nizhegorodskaya oblast)
Variant 1 (Clean)
Variant 3 (Moderately dirty)
Variant 2 (Moderately clean)
Variant 4 (Dirty)
12
Data analysis received from observers
Monitoring of the condition of containers’ sites during a year
•
Bad/good results
•
Analysis of dynamics
•
Analysis of exceptions
•
Receipt of explanatory information
•
Determining of correlation between indicators
•
Complex analysis of different indicators
Week
Raion
No. of site
Address
Waste in
container
Large-scale
waste
Site
Territory
Branch lines
13
Average rate of cleaneness at dustbin sites
in the city and in raions for July 2003
1,3
Bor
1,5
sett.Neklyudovo
1,2
Glassware factory
microraion
Krasnogorka
1,5
2nd microraion
1,2
Central part
1,2
Average rate of cleaneness at dustbin sites
in Bor
1,496
1,303
May
June
1,259
July
14