ERSAR service quality indicators: practical case of a Municipality

Detalhes bibliográficos
Autor(a) principal: Pardal, Ana
Data de Publicação: 2019
Outros Autores: Miguel, Catarina
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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spelling 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
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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)
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