Levels of performance and acceptance for street cleaning and municipal waste management services - Part 1: General requirements

This document lists the general requirements to define levels of performance and acceptance for street cleaning and waste management services and to take into account to draw up and to operate service contracts for a better result in terms of qualitative and quantitative performances definition and survey, clearing agreements in case of deviations, economic optimisation, environmental sustainability and pollution prevention.
When the client isn’t a public administration but a private customer, purchasing street cleaning and/or municipal waste management services directly from the service provider, the standard is applicable, when appropriate; in this case the term “Administration” includes also these private customers.
This document is intended for public authorities and other bodies (or actors) requiring street cleaning and/or waste management services as well as for public and private waste management companies offering services of street cleaning and/or of waste and recycling operations.

Festlegung von Kriterien zur Leistungsbewertung von Dienstleistungen in der Straßenreinigung und Abfall- und Wertstofflogistik - Teil 1: Allgemeine Anforderungen

Dieses Dokument führt allgemeine Anforderungen zur Festlegung von Kriterien zur Leistungsbewertung von Dienst¬leistungen in der Straßenreinigung und der Abfallwirtschaft auf. Allgemeine Anforderungen zur Berücksichtigung, Ausarbeitung und Durchführung von Dienstleistungsverträgen werden hinsichtlich eines qualitativ und quantitativ hochwertigen Ergebnisses beschrieben. Weiterhin werden Festlegungen zur Untersuchung des Leistungs¬ver¬mögens sowie klärende Übereinkünfte bei Abweichungen, wirtschaftlichen Optimierungen, sowie Festlegungen zur nachhaltigen und umweltfreundlichen Auftragsbearbeitung beschrieben.
Diese Norm kann auch angewandt werden, wenn der Auftraggeber keine öffentliche Behörde sondern ein Privat¬kunde ist, der Dienstleistungen in der Straßenreinigung und/oder der Abfallwirtschaft direkt vom Leistungsanbieter erwirbt; in diesem Fall umfasst der Begriff „Behörde" auch diese Privatkunden.
Dieses Dokument ist für Behörden und andere Körperschaften (Akteure) gedacht, die sowohl Dienst-leistungen in der Straßenreinigung und/oder der Abfallwirtschaft benötigen, als auch für öffent¬liche und private Abfallwirtschaftsunternehmen, die Dienstleistungen im Bereich Straßenreinigung und/oder Abfall- und Wertstofflogistik anbieten.

Niveaux de performance et d'acceptation pour les services de gestion des déchets municipaux et de nettoiement des chaussées - Partie 1: Exigences générales

Le présent document énumère les exigences générales qui visent à définir des niveaux de performance et d’acceptation pour les services de gestion des déchets et de nettoiement des chaussées. Ces exigences sont à prendre en compte pour rédiger et exploiter des contrats de service en vue d’un meilleur résultat en termes de définition et d’examen des performances qualitatives et quantitatives, d’accords compensatoires en cas d’écarts avérés, d’optimisation économique, de prise en compte de l’environnement et de prévention de la pollution.
Lorsque le client n’est pas une administration publique, mais un client privé qui achète les services de gestion des déchets municipaux et/ou de nettoiement des chaussées directement auprès du prestataire de services, la norme est applicable, le cas échéant ; dans ce cas, le terme « Administration » inclut également les clients privés.
Le présent document est destiné aux pouvoirs publics et autres entités (ou acteurs) requérant des services de gestion des déchets et/ou de nettoiement des chaussées, ainsi qu’aux entreprises publiques et privées de gestion des déchets qui proposent ces services et ceux couvrant des activités liées aux déchets et à leur recyclage.

Merila za ugotavljanje zmogljivosti in sprejemljivosti storitev čiščenja ulic in ravnanja z odpadki v mestih - 1. del: Splošne zahteve

General Information

Status
Not Published
Current Stage
5098 - Decision to abandon - Formal Approval
Due Date
11-Nov-2013
Completion Date
11-Sep-2015

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2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.Festlegung von Kriterien zur Leistungsbewertung von Dienstleistungen in der Straßenreinigung und Abfall- und Wertstofflogistik - Teil 1: Allgemeine AnforderungenNiveaux de performance et d'acceptation pour les services de gestion des déchets municipaux et de nettoiement des chaussées - Partie 1: Exigences généralesLevels of performance and acceptance for street cleaning and municipal waste management services - Part 1: General requirements13.030.40Naprave in oprema za odstranjevanje in obdelavo odpadkovInstallations and equipment for waste disposal and treatment03.080.01Storitve na splošnoServices in generalICS:Ta slovenski standard je istoveten z:FprEN 16250-1kSIST FprEN 16250-1:2014en,fr,de01-november-2014kSIST FprEN 16250-1:2014SLOVENSKI

STANDARD
kSIST FprEN 16250-1:2014
EUROPEAN STANDARD NORME EUROPÉENNE EUROPÄISCHE NORM
FINAL DRAFT
FprEN 16250-1
August 2014 ICS 03.080.01; 13.030.40 English Version

Levels of performance and acceptance for street cleaning and municipal waste management services - Part 1: General requirements

Niveaux de performance et d'acceptation pour les services de gestion des déchets municipaux et de nettoiement des chaussées - Partie 1: Exigences générales

Festlegung von Kriterien zur Leistungsbewertung von Dienstleistungen in der Straßenreinigung und Abfall- und Wertstofflogistik - Teil 1: Allgemeine Anforderungen This draft European Standard is submitted to CEN members for second unique acceptance procedure. It has been drawn up by the Technical Committee CEN/TC 183.

If this draft becomes a European Standard, CEN members are bound to comply with the CEN/CENELEC Internal Regulations which stipulate the conditions for giving this European Standard the status of a national standard without any alteration.

This draft European Standard was established by CEN in three official versions (English, French, German). A version in any other language made by translation under the responsibility of a CEN member into its own language and notified to the CEN-CENELEC Management Centre has the same status as the official versions.

CEN members are the national standards bodies of Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Former Yugoslav Republic of Macedonia, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey and United Kingdom.

Recipients of this draft are invited to submit, with their comments, notification of any relevant patent rights of which they are aware and to provide supporting documentation.

Warning : This document is not a European Standard. It is distributed for review and comments. It is subject to change without notice and shall not be referred to as a European Standard.

EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION EUROPÄISCHES KOMITEE FÜR NORMUNG
CEN-CENELEC Management Centre:
Avenue Marnix 17,

B-1000 Brussels © 2014 CEN All rights of exploitation in any form and by any means reserved worldwide for CEN national Members. Ref. No. FprEN 16250-1:2014 EkSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 2 Contents Page

Foreword ..............................................................................................................................................................3 1 Scope ......................................................................................................................................................4 2 Normative references ............................................................................................................................4 3 Terms and definitions ...........................................................................................................................4 4 Compulsory requirements ....................................................................................................................7 4.1 Compulsory requirements for service providers ...............................................................................7 4.2 Compulsory requirements for man power management ...................................................................8 4.3 Compulsory requirements of insurances ...........................................................................................9 4.4 General requirements for the service provider and its eventual subcontractors ...........................9 5 Recommended requirements ............................................................................................................ 10 5.1 General ................................................................................................................................................. 10 5.2 Quality and environmental management systems .......................................................................... 10 5.3 Quality management and control systems ...................................................................................... 10 5.4 Customer satisfaction management ................................................................................................. 11 5.5 Service chart adoption ....................................................................................................................... 11 5.6 Customers complaints management ................................................................................................ 11 5.7 Company operation chart .................................................................................................................. 12 5.8 Operational Log .................................................................................................................................. 12 5.9 Planned maintenance program ......................................................................................................... 13 5.10 Constant performance control by the service provider during the fulfilment of the service ..... 13 6 Contents of the contract .................................................................................................................... 14 6.1 General ................................................................................................................................................. 14 6.2 Description of the subject of the contract and parameters defining the services ...................... 14 6.3 Service account .................................................................................................................................. 15 6.4 Conditions and methods for the price adjustment ......................................................................... 15 6.4.1 General ................................................................................................................................................. 15 6.4.2 Price adjustment because of the inflation rate ................................................................................ 15 6.4.3 Price adjustment because of quantitative growth of the services ................................................ 16 6.4.4 Price adjustment because of qualitative growth of the services ................................................... 16 6.5 Service provider and Administration duties .................................................................................... 17 6.6 Methods to survey and measure the services parameters ............................................................ 18 6.7 Ways to survey and challenge contract deviations and defaults .................................................. 18 6.8 Methods of technical and economical evaluation of the contract deviations and defaults ....... 19 6.9 Sanctions application for contract deviations and defaults and consequent duties for the service provider .................................................................................................................................. 20 7 Methods to survey the possession and/or the adoption of compulsory and recommended requirements ....................................................................................................................................... 21 Annex A (informative)

Check list of the Service provider and of the Service provider manpower requirements ....................................................................................................................................... 23 Bibliography ..................................................................................................................................................... 28

kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 3 Foreword This document (FprEN 16250-1:2014) has been prepared by Technical Committee CEN/TC 183 “Waste management”, the secretariat of which is held by DIN. This document is currently submitted to the Unique Acceptance Procedure. kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 4 1 Scope This European Standard lists the general requirements to define levels of performance and acceptance for street cleaning and waste management services and to take into account how to draw up and to operate service contracts for a better result in terms of qualitative and quantitative performances definition and survey, clearing agreements in case of deviations, economic optimisation, environmental sustainability and pollution prevention. When the client is not a public administration but a private customer, purchasing street cleaning and/or municipal waste management services directly from the service provider, the standard is applicable, when appropriate; in this case the term “Administration” includes also these private customers. This European Standard is intended for public authorities and other bodies (or actors) requiring street cleaning and/or waste management services as well as for public and private waste management companies offering services of street cleaning and/or of waste and recycling operations. 2 Normative references The following documents, in whole or in part, are normatively referenced in this document and are indispensable for its application. For dated references, only the edition cited applies. For undated references, the latest edition of the referenced document (including any amendments) applies. EN ISO 9001:2008, Quality management systems — Requirements ISO 10002, Quality management — Customer satisfaction — Guidelines for complaints handling in organizations 3 Terms and definitions For the purposes of this document, the following terms and definitions apply. 3.1 administration part representing a local community in a contract or in a formal agreement for the fulfilment of a street cleaning and/or municipal waste management service 3.2 customer end-user, singular (private householders or other subjects) or collective (administrations, companies, institutions) 3.3 service provider actor that provides services, in form of private company or public department 3.4 waste management company company which - either commercially or within the framework of commercial enterprises or public institutions - collects, transports, stores, treats, recovers or disposes of waste and on the strength of its organisation, workforce and technical equipment, is able to carry out independently one or more of the activities referred to above and with respect to one or more of these activities fulfils the requirements set forth by this standard pertaining to the company's organisation, personnel and activities, and to the reliability, technical competence and relevant skills of the legal representative and persons employed by the company kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 5 Note 1 to entry: Throughout the text both the term "company" and "waste management company" are used with the same meaning. Note 2 to entry: An operating unit of a company that fulfils the requirements referred to in the above definition may also become a specialised waste management company. A specialised waste management company may confine its specialised waste management activities to certain types of waste or waste from certain areas of origin, or certain recovery or disposal operations or confine its operations to certain sites. 3.5 company operation chart chart showing the company’s organisational structure Note 1 to entry: The operation chart shows which organisational units belong to which operation area; it contains clear descriptions of the units and their relationship to each other. 3.6 job description company standardised specification (in written form) which, as a description, is binding and lays out the essential requirements pertaining to post-holders within the company Note 1 to entry: It is additional component of the company operation chart to facilitate the structuring of duties and responsibilities. The job description details the capacity, duties and responsibilities, as well as required qualifications. 3.7 operation schedule planning instrument for the best possible allocation of employees to the various positions required Note 1 to entry: Attention should be paid to the job requirements for each position especially with regard to a continual workload. 3.8 basic entity total of all considered units 3.9 control sample spot check one or more units taken from the basic entity or parts thereof Note 1 to entry: The units could be, for example, objects or areas. 3.10 unrestricted random samples random control samples, where every combination of n sample units is allocated the same sample probability Note 1 to entry: The results of the unrestricted random samples will be referred to as a “random control sample” or just “random sample”. 3.11 stratified samples control samples taken from subgroups (strata) of the basic entity; these are taken as sample units with a pre-assigned sampling ratio Note 1 to entry: Stratified samples can either be a random control sample or a systematically chosen control sample. 3.12 customer satisfaction management measurement of the fulfilment and/or quality level of the service perceived by the end-user kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 6 3.13 customer complaint communication or protest of an end-user because of an inadequacy of the service, addressed or conveyed to the specific office or to the responsible of the activity 3.14 jobbing contract job contract regulation of an employer-employee relationship, usually by a collective agreement current in the specific line of business 3.15 quality control part of quality management focused on fulfilling quality requirements [SOURCE: EN ISO 9000:2005, Definition 3.2.10] 3.16 quality management coordinated activities to direct and control an organisation with regard to quality [SOURCE: EN ISO 9000:2005, Definition 3.2.8] 3.17 quality criteria criteria used to measure the quality of performance (e.g., attendance/non-attendance) against the service specifications 3.18 quality classification grading system measuring service quality 3.19 quality standard performance level required to meet the agreed services listed in the service specifications document 3.20 service provision service performance in accordance with the service specifications agreed to 3.21 service specification document containing a detailed description of the tasks to be performed, the frequency and the standard required Note 1 to entry: The service specification document is part of the contract or service agreement. 3.22 service chart document relating performances fixed for all services of the contract, time and manners to remedy to eventual deviations, ways for users to complain the deviations or to ask for services on demand, eventual facilities for users giving same collaborations to the service or to the administration 3.23 certificate conformity evaluation, which declares that several legal regulations or standards are successfully maintained by a company (or a part of the company) Note 1 to entry: The extent of the inspection and the data content of the certificate is regulated. kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 7 3.24 contractual working time number of contractual hours worked in a week by a worker 3.25 cutbacks of effective working time reduction of the effective working time in comparison with the contractual working time because of the recourse to a jobbing contract 3.26 quantitative growth of services carrying out of a quantity of services more than the quantity fixed by the contract, without changing operational methods in no way 3.27 qualitative growth of services carrying out of new services over these required by the contract, with operational methods and/or objects different from these fixed in the contract 3.28 waste management collection, transport, recovery and disposal of waste, including the supervision of such operations and the after-care of disposal sites, and including actions taken as a dealer or broker [SOURCE: Directive 2008/98/EC, Article 3, Paragraph 9.] 3.29 legal representative responsible person of the service provider managing all the activities of the company 4 Compulsory requirements 4.1 Compulsory requirements for service providers The service provider shall not only fulfil technical and operational requirements but also meet standards with reference to initial and further vocational training of personnel. During the contract fulfilment, the administration and the service provider shall accomplish the duties listed in 6.5 and, furthermore, the service provider shall satisfy the statements of this clause to participate to the bid and successfully carry out the service. Service providers participating to the tenders or successively carrying out services shall satisfy the following general requirements: — possession of all the technical and economical qualifications requested, in accordance with the national laws, to the service provider of the specific service; — possession of all the necessary qualifications requested, in accordance with the national laws, for the legal representatives and the technical managers of the service provider; — not to be under petition in bankruptcy, or in condition of receivership or in other impediment conditions at the moment of the tender participation; — to have signed the contract or formal agreement by tender. Service providers shall satisfy also these additional requirements, if provided in the tender: — registration of the service provider to the Commerce Chamber (or national equivalent); kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 8 — registration of the service provider on the professional or national register of companies entitled to carry out the specific service of the contract; — commitment of exclusive dealing, if required by the administration; — authorisation to the factoring, if necessary from the administration and in the interest of the company. 4.2 Compulsory requirements for man power management Service providers carrying out services shall satisfy the following requirements relating to the man power management: — application to all workmen involved of a labour contract according to the collective agreement(s) current in the specific line of business; — not have recourse to jobbing contracts, and cutbacks of effective working time, except in the cases and conditions allowed in the norms to reduce the contractual working time; — regular payment of the social insurances, eventually certified according to the law if required; — accomplishment of all the safety measures and supplying to the workmen the personal protection devices required by regulations; — fulfilment of the preventive medicine programs required by regulations. Besides, the company shall appoint at least one person to be responsible for management and supervision of the company's activities on each of its sites; the legal representative may hold such a position. If the company has different sites or if several companies are part of a concern it can appoint one person who has the overall responsibility, if the other requirements are unconditionally fulfilled. In addition to management and supervisory personnel the company is required to have an adequate number of other personnel at its disposal. This requirement shall be deemed as fulfilled when an appropriate and professional operational performance is assured. Proof of a sufficiently large workforce shall be provided in the form of a work schedule, if required by the Administration; however, this schedule shall take into account employee absence as a result of leave, sickness and further vocational training. Particular requirements pertain to certain figures in the firm: a) the legal representative of the company shall be reliable and this reliability implies that the legal representative of the company, his legal delegates and, in the case of legal persons or legally incapacitated associations, the persons empowered by law, statutes or partnership agreement to represent or manage the company, are suited to the statements and requirements fixed on this matter by the law of the country of the Administration, and are in condition to prove this condition by the certificates required; b) the persons responsible for managing and supervising operations shall possess the necessary technical competence to perform the tasks required, according to the law of the country of the Administration. Requirements for acquisition of such technical competence shall be as follows: 1) completion of studies in the fields of engineering, chemistry, biology or physics at a university, polytechnic/institute of technology, or a master-craftsman qualification in a field in which the company can be classified on the basis of its facilities and technical or operational processes; 2) knowledge acquired during some years of practical experience about the waste management activity for which a management or supervisory function is planned; kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 9 3) participation in one or more training courses which have been recognised by the competent authority and which impart knowledge in keeping with the waste management activity for which a management or supervisory function is planned; 4) a suitable period of experience in similar tasks, totally or partially replacing the possession of the titles above mentioned, according to the local law statements; 5) the company’s other personnel shall possess the necessary knowledge to perform the tasks required, and for this purpose, shall undergo in-company training, on the basis of an on-the-job training plan; 6) the legal representative of the company shall ensure that the persons responsible for management and supervisory operations, and all other company personnel, undergo suitable further vocational training so that they possess up-to-date knowledge required for their tasks. The legal representative of the company shall determine the further vocational training requirements for the company's other personnel. 4.3 Compulsory requirements of insurances Service providers carrying out services shall satisfy the following requirements on national level relating to the insurance of risks by suitable policies concerning: — third party, casualty and non-life insurance; — fire insurance for vehicles, plants, offices, premises and facilities; — environmental risks insurance; — automobile liability insurance with suitable maximum limits for all vehicles used; — compulsory national insurance for all workers, including health, industrial accident, disability and workmen’s compensation policies; — life and disability insurance for managers, if required by local law or labour agreement. The type and extent of such insurance shall be determined on the basis of an operational risk analysis. 4.4 General requirements for the service provider and its eventual subcontractors The company (service provider) is obliged to comply with all public regulations pertaining to its waste management services. The legal representative of the company shall provide proof that all official requirements and other instructions of competent authorities pertaining to the service offered have been fulfilled, including all related obligations, especially for plan approvals, authorisation, licences and permits. Within the framework of its certified activities, the company may commission a third party only if such third party complies with the requirements stipulated in the following paragraph. The company's overall responsibility for the proper execution of the service remains unaffected. The company is obliged through careful selection and adequate supervision of the third party to ensure a proper execution of the service offered. This implies that: a) prior to such commissioning it ensures that: 1) the third party, in carrying out the commissioned service, fulfils all requirements fixed for the service provider; kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 10 2) the third party ensures the necessary supervision and control of the commissioned service; 3) the third party and its personnel have the necessary expertise, technical competence and measure of responsibility in order to carry out the service in question. b) the company’s insurance covers also the activities of the third party, or the third party is able to furnish proof that it is adequately insured for the service in question; c) the manner in which the service in question is to be executed (e.g., destination of waste) shall be defined in the contract or other binding form; d) the company has a contractual right to issue directions to the third party regarding the modality of the proper execution of the service in question; e) the company has contractually assured supervisory authority; f) the third party agrees to maintain an operational log to record the proper execution of the service in question (e.g. the correct storage of waste) and to routinely provide, without special request, the company with a copy of the log. This requirement is only recommended, but becomes compulsory if the maintaining of the log has been proposed by the Administration to the service provider. If the waste disposal is in the responsibility of the service provider by contract, he guarantees the Administrative conformity of waste elimination by sites or release complying with the regulation. 5 Recommended requirements 5.1 General The possession of recommended requirements for the service providers and for the services -can contribute to the fulfilment of high quality performances. The possession of recommended requirements may contribute to the qualification in the tender, if forecasted in the specifications, in accordance with the law of the country. 5.2 Quality and environmental management systems The service providers should implement: — a quality management system defined by EN ISO 9001; — or any similar quality management systems defined by national regulations; — an environmental management system defined by EN ISO 14001; — the fulfilment in a given time of similar services, eventually of a given amount, if required by the Administration; — a safety and health management system. All the requirements implemented shall be attested by certificates in the due forms to be considered. 5.3 Quality management and control systems The accomplishments related to EN ISO 9001, EN ISO 14001 or similar standards, need the implementation of a quality management system into the service provider company and a suitable organisation, to check the kSIST FprEN 16250-1:2014

FprEN 16250-1:2014 (E) 11 service fulfilment, to survey the eventual deviations and the corrective actions undertaken, and to determine initiatives useful to spur the objectives attainment. The service provider should implement these internal technical services and should support by documentary evidence this activity, if carried out. 5.4 Customer satisfaction management The customer satisfaction shall be surveyed and measured by the ways fixed by ISO 10002, regarding particularly to the percentage of people who consider that competent authority has accomplished with its duty to collect waste and to maintain streets and green areas free from waste. The frequency of the surveys shall be fixed, for example, two-monthly in cities or districts over 100,000 inhabitants, quarterly in cities or districts from 30,000 to 100,000 inhabitants, yearly in the other cases. Two important elements to define the level of the customer satisfaction are the quality of the customer public relation service and the quality of information given to customers regarding the waste collection and street cleaning service: the qualitative appreciation of these elements shall be included in the recurring surveys of the user's satisfaction. The user satisfaction control should be supplemented with an active customer complaints management, finalised to overcome the difficulties and to solve the problems stated by users (see 5.6). 5.5 Service chart adoption The adoption of a service chart by the service provider may happen either carrying out the contract or by enterprise of the same service provider, but in both cases the contents of the chart shall be agreed with the administration. The chart, when arranged, shall be brought to light to the users by suitable ways, including anyway the whole publication in the service web site and in the municipal notice board, the mailing of the complete text to at least 50% of users and the publicising of the essential contents related to each service on the devices used or at the moment of the delivery of these devices to the users (for instance the hours or dates of the collection shall be quoted on the containers, the list of waste allowed/recommended shall be quoted on the containers for selective collection, a table with the dates of mechanical sweeping of roads and contemporary no parking shall be exhibited in the en

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