Table -8: Service Level Key Performance Indicators (KPIs) for Micro-Pocket Management and Formula for Penalties and Contract Termination Key Performance Service Level Formula for Levying Penalties and Contract Termination Field Evidence Indicators Benchmark 100% collection coverage daily is the key to prevent Coverage 100% 20% indiscriminate littering & disposal - Providing collection service at least 6 out of 7 days is the top priority Daily Performance will be recorded and service failure ( deviation from Segregated Collection the benchmark levels) will be calculated on monthly basis 80% at Micro Collection of the dry and wet waste in the quantities (75% Wet 20% within the range as specified by the ULB ( to ensure that Pocket Transfer Point and at Formula for levying monthly penalties from the monthly contractor 20% Dry the coverage targets are achieved fully) the Designated Place payment. 5% hazardous) Penalty to be levied : Sweeping and removal of dust creates clean and = (Monthly Contractor Payment X Weightage of the Indicator ) X % of aesthetic look to the ULB and is a top priority Dust free and litter free 80% 10% Manual Collection of Litter at regular intervals and Service Failure roads, Free flow drains sweeping of pavements, Road margins, Bus Stops, without chocking FOBs, Subways and areas where mechanical sweeping Illustration for Failure in Coverage Indicator is not possible. ( Rs. 2, 00,000 X 20 %) X 10% = Rs. 4,000 Citizen Complaints & 90 % 10% Complaint and redressal reports Resolution Within 24 hours Termination Condition : Payment of Salary, PF, ESI, 100% 20% Protective Wears and One Continuous failure to achieve 80% satisfaction in all the indicators, for Payment receipts day Weekly Off three months will result in termination of contract with a notice period of one month. Worker and Supervisor 100% 10% 100% attendance of allotted manpower is a priority as Absenteeism there is provision for reserve PHWs Social Audit / IVRS 90% 10% Audit Reports, IVRS reports ( Generated by ULB) Satisfaction Levels End of the Document
Table -8: Service Level Key Performance Indicators (KPIs) for Micro-Pocket Management and Formula for Penalties and Contract Termination Key Performance Indicators Field Evidence Service Level Benchmark Formula for Levying Penalties and Contract Termination Coverage 100% collection coverage daily is the key to prevent indiscriminate littering & disposal - Providing collection service at least 6 out of 7 days is the top priority 100% 20% Daily Performance will be recorded and service failure ( deviation from the benchmark levels) will be calculated on monthly basis Formula for levying monthly penalties from the monthly contractor payment. Penalty to be levied : = (Monthly Contractor Payment X Weightage of the Indicator ) X % of Service Failure Illustration for Failure in Coverage Indicator ( Rs. 2, 00,000 X 20 %) X 10% = Rs. 4,000 Termination Condition : Continuous failure to achieve 80% satisfaction in all the indicators, for three months will result in termination of contract with a notice period of one month. Segregated Collection at Micro Pocket Transfer Point and at the Designated Place Collection of the dry and wet waste in the quantities within the range as specified by the ULB ( to ensure that the coverage targets are achieved fully) 80% (75% Wet 20% Dry 5% hazardous) 20% Dust free and litter free roads, Free flow drains without chocking Sweeping and removal of dust creates clean and aesthetic look to the ULB and is a top priority Manual Collection of Litter at regular intervals and sweeping of pavements, Road margins, Bus Stops, FOBs, Subways and areas where mechanical sweeping is not possible. 80% 10% Citizen Complaints & Resolution Within 24 hours Complaint and redressal reports 90 % 10% Payment of Salary, PF, ESI, Protective Wears and One day Weekly Off Payment receipts 100% 20% Worker and Supervisor Absenteeism 100% attendance of allotted manpower is a priority as there is provision for reserve PHWs 100% 10% Social Audit / IVRS Satisfaction Levels Audit Reports, IVRS reports ( Generated by ULB) 90% 10% End of the Document
7.%20ANNEXURE%20-VI%20-%20Draft%20Notice%20Inviting%20Tender%20-%20Residential%20cum%20Commercial.docx