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: | http://hdl.handle.net/20.500.12207/5225 |
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 MunicipalityMunicipal Solid Waste ManagementERSARService Quality IndicatorsIntroduction: 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.Centro de Estudos em Educação, Tecnologias e Saúde (CI&DETS). Instituto Politécnico de Viseu2020-03-20T12:03:49Z2019-01-01T00:00:00Z2019-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/20.500.12207/5225enghttps://doi.org/10.29352/mill0208.03.00207Pardal, 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:RCAAP2022-06-23T07:47:36Zoai:repositorio.ipbeja.pt:20.500.12207/5225Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T14:59:28.442061Repositório 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 |
title |
ERSAR service quality indicators: practical case of a Municipality |
spellingShingle |
ERSAR service quality indicators: practical case of a Municipality Pardal, Ana Municipal Solid Waste Management ERSAR Service Quality Indicators |
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 |
Municipal Solid Waste Management ERSAR Service Quality Indicators |
topic |
Municipal Solid Waste Management ERSAR Service Quality Indicators |
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 |
2019-01-01T00:00:00Z 2019-01-01T00:00:00Z 2020-03-20T12:03:49Z |
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 |
http://hdl.handle.net/20.500.12207/5225 |
url |
http://hdl.handle.net/20.500.12207/5225 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
https://doi.org/10.29352/mill0208.03.00207 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Centro de Estudos em Educação, Tecnologias e Saúde (CI&DETS). Instituto Politécnico de Viseu |
publisher.none.fl_str_mv |
Centro de Estudos em Educação, Tecnologias e Saúde (CI&DETS). Instituto Politécnico de Viseu |
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 |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
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RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799129867943411712 |