One effective method of monitoring the Contractor's performance at Delivery Points is to ensure that the WCAs are fully aware of the service that they or their collection contractors are entitled to receive and know what procedures to follow should the Contractor fail to deliver the service requirements. Within a PFI contract it is important that the reporting procedures are followed and therefore that all complaints raised by WCAs or their collection contractors are routed through the correct channel.
The WCAs delivering Contract Waste to the Delivery Point will not be aware of the detailed output specification contained within the Contract. They may also be unfamiliar with the process and the standard of service they are entitled to receive when delivering to a waste treatment facility rather than a landfill site.
The Authority's Contract Management Team should look to support the WCAs users by providing them guidance regarding the standards and the quality of the service they can expect to receive (e.g. in relation to turnaround times, priority over non-Contract Waste, facilities for drivers, waste delivery notes, vehicle damage etc). WCAs should also be fully aware of the WDAs contractual obligations in relation to delivery of Contract Waste and the procedure to follow if waste outside the definition of Contract Waste is inadvertently delivered to the Contractor. An example of such a procedure is the use of automated number plate recognition systems, which can ensure Contract Waste gets priority, and cut down on delays. To ensure reporting is accurate, WCAs will need to supply lists of authorised vehicles.
WCAs and their collection contractors also need to be made aware of contingency arrangements and procedures.
There should also be a clear process by which WCAs can report:
• service deficiencies;
• incidents of WCA vehicles damaging Contra; or
• incidents where the Contractor damages WCA vehicles,
to the Waste Disposal Authority as well as to the Contractor.
The Authority's Contract Management Team should provide periodic briefing for the WCA users so that the WCAs are always able to recognise where the service standard has been met and when it has fallen short of the contracted requirements. The Authority's Contract Manager will need to make sure that the WCA has appropriate arrangements for briefing the drivers of the RCVs delivering the Contract Waste. These will vary depending on whether the WCA performs collection services in house or has contracted out the service.
WCAs should also be clear on how they can escalate their concerns if the problem is not dealt with satisfactorily by the WDA's Contract Management Team. It is important that WCAs have confidence that their experiences and concerns are brought to the attention of the Contract Management Team. Regular meetings should be held between WCA representatives and the Contractor's and the Authority's Contract Management Teams. Although the Contract is between the Authority and the Contractor, WCAs should not be left unsupported by the Authority and it is good practice to establish processes which ensure that the Authority's Contract Management Team is aware of the views of WCAs in relation to their experience of the Contractor's performance.