pi and msw service quality evaluation: experiences, needs and
TRANSCRIPT
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PI and MSW service quality evaluation: experiences, needs and perspectives
A. Ancarani, A. Santamaria, F.G.A. Vagliasindi
Department of Civil and Environmental Engineering, University of Catania, Italy
… and ongoing activities
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Municipal Solid Waste issues
In Europe the rate of MSW production has increased steadily (1%/yr):
critical and central issue in environmental policy;
“integrated solid waste management” notalways represented a sustainable solution(only technical);
Peculiar characteristics (surface vs underground, custumer duties, siting of plants)
recurrent emergencies;
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need of taking into account all the significant
dimensions of the MSW management (Novelapproach ???);
complexity of MSW management
required participation of the citizens
significant role of PIs.
Municipal Solid Waste issues
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PIs use in MSW service: experiences
Cost Action C18, 2004-2008
DICA, 2004-today
APAT, 2003, 2004
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PIs use in MSW service: needs
developed indicators often do not really constitute a coherent set of PIs and there is no benchmarking between the different local authorities;
several indicators are valuable to analyze the performance at national and regional level, other directly refer to the performance of the local companies entrusted with solid waste services provision;
defining, monitoring, and calculating PIs is not sufficientfor implementing an effective performance evaluation system;
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PIs use in MSW service: perspectives
further efforts are necessary in order to develop:a standard set of PIs able to support policy makers at different level (national, regional, local);
an assessment methodology able to measure the quality level attained and the impact on the socio-economic systems is necessary;
appropriate strategies and policies, supported by adequate tools, for performance assessment of MSW management systems.
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PIs use in MSW service: ongoing activities
Holistic Approach incorporating all the potentially
relevant “MSW Management Factors”
(Legal/Political/Social, Environmental, Technical, …);
PIs were used to analyse performance measures in MSW
service management within a novel assessment
methodology;
Developing a Decision Support System to support effective and sustainable policies in MSW sector.
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MSW management
from integrated to holistic
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MSW mangement: from integrated to holistic
RegionalAspects
EnvironmentalAspects
FinancialAspects
LegalPoliticalSocial
AspectsTechnicalAspects
Hydrogeologicalconditions
Public involvement
Waste typeand fluxes
Costs Distance fromrelevant targets
Facility/plants
Environmentalrestraints
Safety
Alternatives
Existing MSW facilities
Legalframework
Existing Transportfacilities
Integrated SolidWaste Financial Plan
Social context
Public perception and
acceptance
Funding
MSW
Management
RegionalAspects
EnvironmentalAspects
FinancialAspects
LegalPoliticalSocial
AspectsTechnicalAspects
Hydrogeologicalconditions
Public involvement
Waste typeand fluxes
Costs Distance fromrelevant targets
Facility/plants
Environmentalrestraints
Safety
Alternatives
Existing MSW facilities
Legalframework
Existing Transportfacilities
Integrated SolidWaste Financial Plan
Social context
Public perception and
acceptance
Funding
MSW
Management
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MSW management: from integrated to holistic
RegionalAspects
EnvironmentalAspects
FinancialAspects
LegalPoliticalSocial
AspectsTechnicalAspects
Hydrogeologicalconditions
Public involvement
Waste typeand fluxes
Costs Distance fromrelevant targets
Facility/plants
Environmentalrestraints
Safety
Alternatives
Existing MSW facilities
Legalframework
Existing Transportfacilities
Integrated SolidWaste Financial Plan
Social context
Public perception and
acceptance
Funding
MSW
Management
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PIs use in MSW service: ongoing activities
Methodology for improving the use of PIs in conjunction
with appropriate methods and models for performance
assessment able to support effective and sustainable
policies in MSW sector.
Decision Tool for sustainable MSW management solutions
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The Decision Tool for sustainable MSW management solutions
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Methodological framework for evaluating quality of MSW service.
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USERS
OPERATOR
MANAGERS OF LANDFILL, COMPOSTING AND
INCINERATORS PLANTS
MUNICIPALITY
PROVINCE
REGION
STATE
INSTITUTIONAL CONTEXT
CONAI AND OTHERS PACKAGING RECOVERY
ORGANIZATIONS
ENVIRONMENT AND ECONOMICAL CONTEXT
ENVIRONMENTAL ORGANIZATIONS, UNIONS, OTHER ORGANIZATIONS
MUNICIPALITY
SORTING PLANTS
Stakeholders identification
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Methodological framework for evaluating quality of MSW service.
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84 PI Organisational indicators• service frequency (13)
• collection and sweeping complementaryservice (8)
• reliability (1)
Technical-structural indicators• Municipal Solid Waste production (6)
• differentiated waste collection (7)
• plants (5)
• vehicles (6)
• level of service (11)
• personnel (5)
Customer satisfaction indicators• quality service (7)
• customer relationship (15)
Definition of a set of PIs
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Methodological framework for evaluating quality of MSW service.
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Gather technical and organisational information in order to:verify the number and the state of MSW facilities/plants;identify homogeneous flow of materials;verify quality standard required in the formal agreement.
Specific questionnaires related to:quantity of undifferentiated waste collection;quantity of differentiated waste collection for typology,number of MSW facilities/plants;frequency and hours of collection and sweeping services.
Collection and verification of information
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Indicators for the verification of information on the MSW collection
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Methodological framework for evaluating quality of MSW service.
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Model for Customer Satisfaction
Theoretical GAP model
Operative scheme SERVPERF (with reference to the service quality perceived by customers)
5 DIMENSIONS
Tangibleelements
Reliability Answerability
Assuranceability
Empaty
Likert metric (seven points scheme) with the successive intervals method for analysis
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Methodological framework for evaluating quality of MSW service.
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Criticality maps can provide:a comprehensive evaluation showing areas under critical
service conditions;useful information to the Autority and to the provider to identify
priorities and to implement specific actions to improve non-adequate service conditions.
0, no information or insufficient structure;1, important structural intervention;2, modest structural intervention;3, sufficient structural condition;4, good structural condition.
Different colours on the map
Evaluation by Criticality Maps
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Criticality Map: year 2003
PETTINEO
S.STEFA NO DI C AM ASTRA
CAPIZZIC ESA RO'
SA N TEODORO
A CQ UEDO LCI
SA N FRA TELLO
S.A G ATA DI M ILITELLO
M ILITELLO RO SM A RINO
S. M ARCO D 'ALU NZIO
TOR RENOVACAPRI LEONE
FRA ZZAN O'
G ALATI M AM ER TINO
TOR TORICI
U CRIA
SIN A GRACASTELLUM BERTO
M IRTO
S.SA LV.D I FITALIA
FICARRAN A SO
VALUTAZIO NE:
C ARONIA
M ISTRETTA
CASTEL DI LUCIO
TU SAM O TTA D 'A FFERM O
REITA NO
LO NGI
FLO RESTA
RACCUJA
C APO D 'O RLANDO
A LC AR A LI FUSI
01234
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Criticality Map: year 2006
S.SALV.DI FITALIA
PETTINEO
S.STEFANO DI CAMASTRA
CAPIZZICESARO'
SAN TEODORO
ACQUEDOLCI
SAN FRATELLO
S.AGATA DI MILITELLO
MILITELLO ROSMARINO
S. MARCO D'ALUNZIO
TORRENOVACAPRI LEONE
FRAZZANO'
GALATI MAMERTINO
TORTORICI
UCRIA
SINAGRACASTELLUMBERTO
MIRTO
FICARRANASO
Valutazione:
CARONIA
MISTRETTA
CASTEL DI LUCIO
TUSAMOTTA D'AFFERMO
REITANO
LONGI
FLORESTA
RACCUJA
CAPO D'ORLANDO
ALCARA LI FUSI
01234
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Methodological framework for evaluating quality of MSW service.
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Identification of priorities
SWOT analysis
Provides helpful information in the identification of the priorities for improving the service quality
Based on scan of the internal and external environments
Strenghts Weaknesses
Opportunities Threats
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The Decision Tool for sustainable MSW management solutions
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The Database
Existing Case studies or management experiences
Definition of possiblemanagement problems
Identification of possiblemanagement solutions
The Database can provide:a set of possible management solutions for the identified priorities to attain better quality of the service.
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The Decision Tool for sustainable MSW management solutions
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Summary and conclusions
Sustainable MSW management schemes should be based on a holistic approach;
it requires appropriate strategies and policies for performance assessment, supported by adequate tools,
The framework of a DSS has been developed aiming at identifying sustainable solutions based on a holistic approach;
The DSS includes a methodology for assessing the level of service provided based on PIs
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PI and MSW service quality evaluation: experiences, needs and perspectives
A. Ancarani, A. Santamaria, F.G.A. Vagliasindi
Thank you!
Department of Civil and Environmental Engineering, University of Catania, Italy
[email protected] [email protected] [email protected]
CSISA-OnlusCenter for Environmental and Sanitary Engineering Studies
www.csisa.it; [email protected]