ERSAR service quality indicators – practical case of a Municipality
Autor(a) principal: | |
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Data de Publicação: | 2019 |
Outros Autores: | |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | https://doi.org/10.29352/mill0208.03.00207 |
Resumo: | 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. |
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ERSAR service quality indicators – practical case of a MunicipalityIndicadores de calidade sevicio ERSAR – caso prático de un MunicípioIndicadores de qualidade do serviço da ERSAR – caso prático de um MunicípioEngineering, Technology, Management and TourismIntroduction: 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.Introducción: Los servicios de residuos son fundamentales en las sociedades modernas, pues contribuyen significativamente al desarrollo social y económico del país. Por lo tanto, deben obedecer a un conjunto de principios, entre los cuales la universalidad del acceso, continuidad y calidad de servicio y eficiencia y equidad de precios, constituyéndose en un importante factor de equilibrio social. Desde el punto de vista de la regulación y evaluación de la calidad de los servicios públicos prestados a los consumidores, la Autoridad de regulación de los servicios de agua y de desechos (ERSAR) desempeña un papel de liderazgo. Objetivos: Analizar los indicadores de calidad de servicio (IQS) de un municipio de mediano porte para el período de 2011 a 2016, que permitan evaluar, en términos técnicos, ambientales y económicos, un sistema municipal de gestión de residuos sólidos. Métodos: La evaluación de los servicios de gestión de residuos sólidos urbanos (RSU) se realiza a través de tres grupos de indicadores de calidad de servicio (indicadores de desempeño): indicadores que reflejan la protección de los intereses de los consumidores; indicadores que reflejan la sostenibilidad de la gestión de servicios y, por último, indicadores que reflejan la sostenibilidad ambiental. Resultados: Los resultados obtenidos en la calidad de los indicadores de servicio para la evaluación de los objetivos del Plan Estratégico para la Gestión de RSU portuguesa (PERSU 2020) muestran que la ciudad todavía tiene que hacer un esfuerzo para alcanzar los objetivos fijados para el sector en 2020. Conclusiones: En general, el análisis muestra que el sistema presenta principalmente niveles medios e insatisfactorios de calidad de servicio.Polytechnic Institute of Viseu (IPV)2019-01-31info:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articlehttps://doi.org/10.29352/mill0208.03.00207eng1647-662X0873-3015Pardal, AnaMiguel, Catarinainfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-06-15T15:01:46Zoai:ojs.revistas.rcaap.pt:article/14848Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T15:29:26.032687Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
ERSAR service quality indicators – practical case of a Municipality Indicadores de calidade sevicio ERSAR – caso prático de un Município Indicadores de qualidade do serviço da ERSAR – caso prático de um Município |
title |
ERSAR service quality indicators – practical case of a Municipality |
spellingShingle |
ERSAR service quality indicators – practical case of a Municipality Pardal, Ana Engineering, Technology, Management and Tourism |
title_short |
ERSAR service quality indicators – practical case of a Municipality |
title_full |
ERSAR service quality indicators – practical case of a Municipality |
title_fullStr |
ERSAR service quality indicators – practical case of a Municipality |
title_full_unstemmed |
ERSAR service quality indicators – practical case of a Municipality |
title_sort |
ERSAR service quality indicators – practical case of a Municipality |
author |
Pardal, Ana |
author_facet |
Pardal, Ana Miguel, Catarina |
author_role |
author |
author2 |
Miguel, Catarina |
author2_role |
author |
dc.contributor.author.fl_str_mv |
Pardal, Ana Miguel, Catarina |
dc.subject.por.fl_str_mv |
Engineering, Technology, Management and Tourism |
topic |
Engineering, Technology, Management and Tourism |
description |
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. |
publishDate |
2019 |
dc.date.none.fl_str_mv |
2019-01-31 |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
https://doi.org/10.29352/mill0208.03.00207 |
url |
https://doi.org/10.29352/mill0208.03.00207 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
1647-662X 0873-3015 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.publisher.none.fl_str_mv |
Polytechnic Institute of Viseu (IPV) |
publisher.none.fl_str_mv |
Polytechnic Institute of Viseu (IPV) |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
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1799130162821857280 |