prEN 16250-1

SLOVENSKI STANDARD
01-junij-2011
0HULOD]DXJRWDYOMDQMH]PRJOMLYRVWLLQVSUHMHPOMLYRVWLVWRULWHYþLãþHQMDXOLFLQ
UDYQDQMD]RGSDGNLYPHVWLKGHO6SORãQH]DKWHYH
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
ICS:
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
2003-01.Slovenski inštitut za standardizacijo. Razmnoževanje celote ali delov tega standarda ni dovoljeno.

EUROPEAN STANDARD
DRAFT
NORME EUROPÉENNE
EUROPÄISCHE NORM
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
requirements
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.

EUROPEAN COMMITTEE FOR STANDARDIZATION
COMITÉ EUROPÉEN DE NORMALISATION

EUROPÄISCHES KOMITEE FÜR NORMUNG

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.

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

Foreword
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
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 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.
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
any end-user, singular (private householders or users) or collective (administrations)
3.3
service provider
any actor that provides services, in form of private company or public department
3.4
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
meaning
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.
3.5
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.
3.6
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.
3.7
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
workload.
3.8
basic entity
the total of all considered units
3.9
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.
3.10
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”.
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 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 user
3.13
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
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
[ISO 9000:2005, definition 3.2.10]
3.16
quality management
coordinated activities to direct and control an organization with r
...