ERSAR service quality indicators – practical case of a Municipality

  • Ana Pardal
  • Catarina Miguel
Keywords: Municipal Solid Waste Management, ERSAR, Service Quality Indicators

Abstract

Introduction: Waste services are fundamental in modern societies as they contribute significantly to the social and economic development of the country. Therefore, they must comply with a set of principles, among which are the universality of access, continuity and quality of service and price efficiency and equity, constituting an important factor of social balance.
From the point of view of regulation and evaluation of the quality of public services provided to users, The Water and Waste Services Regulation Authority (ERSAR) plays a leading role.
Objectives: To analyze the service quality indicators (SQI) of a medium-sized city council for the period 2011 to 2016, which allow to evaluate in a technical, environmental and economic terms an municipal solid waste management system.
Methods: The evaluation of municipal solid waste (MSW) management services is carried out through three groups of quality of service quality indicators (performance indicators): indicators that reflect the protection of user interests; indicators that reflect the sustainability of service management and, finally, indicators that translate environmental sustainability.
Results: The results obtained in the service quality indicators for the evaluation of the goals of the Portuguese Strategic Plan for MSW Management (PERSU 2020) show that the city has yet to make an effort to meet the goals defined for the sector by 2020. Conclusions: Overall, the analysis shows that the system presents mainly levels medium and unsatisfactory quality of service.

References

APA. (2016). Obtido de apambiente: https://rea.apambiente.pt/node/66

APA. (2016). Resíduos Urbanos Relatório Anual 2015. Amadora: Agência Portuguesa do Ambiente, I.P.

APA. (2017). apambiente. Obtido em 19 de junho de 2017, de https://www.apambiente.pt/index.php?ref=16&subref=84

Cardoso, J. F. (2014). Indicadores para a caracterização do setor dos resíduos e para a avaliação da qualidade do serviço prestado em Portugal. Lisboa: Universidade Nova de Lisaboa .

ERSAR. (2017). Water and waste services assessment guide - 2nd generation of the assessment system. Lisbon.

ERSAR. (2017b). Guia de Avaliação da Qualidade dos Serviços de Águas e Resíduos Prestados aos Utilizadores (3.ª geração do sistema de avaliação). ERSAR.

Levis, J. d., & Cabeças, A. J. (2006). Resíduos Sólidos Urbanos - Princípios e Processos (1ªEdição ed.). Lisboa: AEPSA.

Silva, M. E., Ferreira, B. S., & Brás, I. P. (2015). Indicadores de Qualidade na Prestação de Serviços de Gestão de Resíduos Urbanos – Caso de Estudo. Millenium, n.º 48 (jun/dez), 91-109.
Published
2019-01-31
Section
Engineering, Technology, Management and Tourism