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

The target of this standard is to provide the different actors of the services all the elements to foresee, to fix or to offer for the carrying out of each service of waste management, street cleaning and waste collection and transport, and for the remedying of the unavoidable defaults of the fulfilment of the contracts, restricting deviations in a given incidence and putting right them within time and manners prearranged. Even if the new standard might contain a section of recommended values of the quantitative and qualitative parameters of various services, the main target is to fix a methodology to describe, to survey and to appraise services and possible defaults. Consequently the new standard will cover: - the definitions of the various services, - quantitative and qualitative parameters of the services and the way to measure them, - definition of the minimum level of the service to be let on contract, - parameters to verify for the fulfilment of the contract, - methods for survey and gauge these parameters, - the list of standards that the different equipments used have to comply with, - methods of technical and economical evaluation of the deviations from the contract that are not remedied, or that are not remedied in time by the contractor.

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

Diese Norm 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 Leistungsvermögens 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 Privatkunde 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 öffentliche 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 du nettoyage des rues et des déchets ménagers - Partie 1: Exigences générales

La norme 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 ménagers et/ou de nettoiement des chaussées directement auprès du fournisseur de services, la
norme est applicable, le cas échéant ; dans ce cas, le terme « Administration » inclut également les clients
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 la logistique liée au recyclage.

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

General Information

Not Published
Public Enquiry End Date
Technical Committee
Current Stage
98 - Abandoned project (Adopted Project)
Start Date
Due Date
Completion Date

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oSIST prEN 16250-1:2011
Levels of performance and acceptance for street cleaning and municipal waste
management services - Part 1: General requirements
Festlegung von Kritierien zur Leistungsbewertung für Dienstleistungen in der
Straßenreinigung und Abfall- und Wertstofflogistik - Teil 1: Allgemeine Anforderungen
Niveaux de performance et d'acceptation pour les services de gestion du nettoyage des
rues et des déchets ménagers - Partie 1: Exigences générales
Ta slovenski standard je istoveten z: prEN 16250-1
03.080.01 Storitve na splošno Services in general
13.030.40 Naprave in oprema za Installations and equipment
odstranjevanje in obdelavo for waste disposal and
odpadkov treatment
oSIST prEN 16250-1:2011 en,fr,de
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

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oSIST prEN 16250-1:2011

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oSIST prEN 16250-1:2011

prEN 16250-1


March 2011
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
Niveaux de performance et d'acceptation pour les services Festlegung von Kritierien zur Leistungsbewertung für
de gestion du nettoyage des rues et des déchets ménagers Dienstleistungen in der Straßenreinigung und Abfall- und
- Partie 1: Exigences générales Wertstofflogistik - Teil 1: Allgemeine Anforderungen
This draft European Standard is submitted to CEN members for enquiry. 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, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland,
Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland 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.



Management Centre: Avenue Marnix 17, B-1000 Brussels
© 2011 CEN All rights of exploitation in any form and by any means reserved Ref. No. prEN 16250-1:2011: E
worldwide for CEN national Members.

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prEN 16250-1:2011 (E)
Contents Page
Foreword .3
1 Scope .3
2 Normative references .3
3 Terms and definitions .3
4 Compulsory requirements .6
4.1 Compulsory requirements for service providers .6
4.2 Compulsory requirements for man power management .7
4.3 Compulsory requirements of insurances .8
4.4 General requirements for the service provider and its eventual subcontractors .8
5 Recommended requirements .9
5.1 General .9
5.2 Quality and environmental management systems .9
5.3 Quality management and control systems .9
5.4 Customer satisfaction management .9
5.5 Service chart adoption . 10
5.6 Customers complaints management . 10
5.7 Company operation chart . 10
5.8 Operational Log . 11
5.9 Planned maintenance program . 11
5.10 Constant performance control by the service provider during the fulfilment of the service . 12
6 Contents of the contract . 12
6.1 General . 12
6.2 Description of the subject of the contract and parameters defining the services . 12
6.3 Service account . 13
6.4 Conditions and methods for the price adjustment . 14
6.4.1 Price adjustment because of the inflation rate . 14
6.4.2 Price adjustment because of quantitative growth of the services . 15
6.4.3 Price adjustment because of qualitative growth of the services . 15
6.5 Service provider and Administration duties . 15
6.6 Methods to survey and measure the services parameters . 16
6.7 Ways to survey and challenge contract deviations and defaults . 16
6.8 Methods of technical and economical evaluation of the contract deviations and defaults . 17
6.9 Sanctions application for contract deviations and defaults and consequent duties for the
service provider . 18
7 Methods to survey the possession and/or the adoption of compulsory and recommended
requirements . 19
Annex A (informative) Check list of the Service provider and of the Service provider manpower
requirements . 21


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oSIST prEN 16250-1:2011
prEN 16250-1:2011 (E)
This document (prEN 16250-1:2011) 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 CEN Enquiry.
1 Scope
The standard 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
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 logistics.
2 Normative references
The following referenced documents are indispensable for the application of this document. For dated
references, only the edition cited applies. For undated references, the latest edition of the referenced
document (including any amendments) applies.
EN ISO 9000:2005, Quality management systems - Fundamentals and vocabulary
EN ISO 9001, Quality management systems – Requirements
EN ISO 14001, Environmental management systems - Requirements with guidance for use
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.
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
any end-user, singular (private householders or users) or collective (administrations)

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service provider
any actor that provides services, in form of private company or public department
waste management company
a 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 Ordinance
pertaining to the company's organisation, personnel and activities, and to the reliability, technical competence
and relevant skills of the owner and persons employed by the company.
Throughout the text both the term "company" and "waste management company" are used with the same
NOTE 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 specialized 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.
company operation chart
a chart showing the company’s organisational structure
NOTE 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.
job description
a company standardized specification (in written form). The description is binding and lays out the essential
requirements pertaining to post-holders within the company
NOTE 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.
operation schedule
a planning instrument for the best possible allocation of employees to the various positions required
NOTE Attention should be paid to the job requirements for each position especially with regard to a continual
basic entity
the total of all considered units
control sample (spot check)
one or more units taken from the basic entity or parts thereof
NOTE The units could be, for example, objects or areas.
unrestricted random samples
random control samples, where every combination of n sample units is allocated the same sample probability.
NOTE The results of the unrestricted random samples will be referred to as a “random control sample” or just
“random sample”.

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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 Stratified samples can either be a random control sample or a systematically chosen control sample.
customer satisfaction management
measurement of the fulfilment and/or quality level of the service perceived by the user
customer complaint
communication or protest of a user because of an inadequacy of the service, addressed or conveyed to the
specific office or to the responsible of the activity
jobbing contract, job contract
regulation of an employer-employee relationship, usually by a collective agreement current in the specific line
of business
quality control
part of quality management focused on fulfilling quality requirements
[ISO 9000:2005, definition 3.2.10]
quality management
coordinated activities to direct and control an organization with regard to quality
[ISO 9000:2005, definition 3.2.8]
quality criteria
the criteria used to measure the quality of performance (e.g., attendance/non-attendance) against the service
quality classification
grading system measuring service quality
quality standard
the performance level required to meet the agreed services listed in the service specifications document
service provision
service performance in accordance with the service specifications agreed to
service specification
a document containing a detailed description of the tasks to be performed, the frequency and the standard
NOTE The service specification document is part of the contract or service agreement.

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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
certification that a company or part of a company has been satisfactorily inspected
NOTE The extent of the inspection and the data content of the certificate is regulated.
contractual working time
number of contractual hours worked in a week by a worker
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
quantitative growth of services
the carrying out of a quantity of services more than the quantity fixed by the contract, without changing
operational methods in no way
qualitative growth of services
the carrying out of new services over these required by the contract, with operational methods and/or objects
different from these fixed in the contract
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.
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;

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 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;
 authorization 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
 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 owner 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:
 the owner of the company shall be reliable and this reliability implies that the owner of the company, his
legal representatives 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;
 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:
 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;
 knowledge acquired during some years of practical experience about the waste management activity
for which a management or supervisory function is planned;
 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;

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 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;
 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;
 the owner 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 owner 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 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.
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 owner 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
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
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.

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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.
5 Recommended requirements
5.1 General
The possession of all the recommended requirements for the service providers and for the services is
compulsory for 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 according to EN ISO 9001;
 an environmental management system according to EN ISO 14001;
 any similar quality management systems defined by national regulations;
 the fulfilment in a given time of similar services, eventually of a given amount, if required by the
All these requirements shall be attested in the due forms to be considered.
5.3 Quality management and control systems
The accomplishments related to EN ISO 9001 and EN ISO 14001 needs the implementation of a quality
management system into the service provider company and a suitable organization, to check the 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 his duty
of maintaining streets and green areas free of waste.

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The frequency of the surveys shall be 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 users satisfaction.
The user satisfaction control should be supplemented with an active customer complaints management,
finalized 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
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 publicizing 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 entrance hall of blocks of owner-occupied flats etc.).
To make easier the contacts between the users and the service, the service provider shall provide a
freephone number and to publicize them by the ways above indicated, together with the service chart.
5.6 Customers complaints management
The recording and the verification of the complaints relating the different operational aspects of the service are
a recommended element of the service management if they are directly finalized to overcome the difficulties
and to solve quickly the problems stated by users, even

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