Schedule Key Performance Indicators and Penalties for Service Failures –E Key Performance Indicators Field Evidence Service Weightage Formula for Levying Damages and Contract Benchmark Termination 100% 20% Daily Performance will be recorded and Providing collection and transportation service for at 6 out of 7 service failure ( deviation from the days is the top priority. 100% primary collection and secondary Waste Collection and Transportation transportation daily. Non reporting of the transportation vehicles at benchmark levels) will be calculated on Coverage scheduled time and points, vehicle breakdowns and non service monthly basis coverage will be noted as major KPI failures. Segregated Collection Collection of the dry and wet in the quantities within 80% 20% Formula for levying monthly penalties at Pocket the range as per specified by the ULB ( to ensure that the (75% Wet from the payment of monthly contractor Transfer Point and at the coverage targets are achieved fully) 20% Dry and premium Designated Place 5% hazardous ) Penalty to be levied= (Monthly Dust free and litter free roads, Sweeping for removal of dust creates clean and aesthetic 80% 10% Contractor Premium X Weightage of the Free flow drains without look to the ULB and is a top priority Indicator ) X % of Service Failure chocking Manual Collection of Litter at regular intervals and sweeping of pavements, Road margins, Bus Stops, FOBs, Subways Illustration for Failure in Coverage and areas where mechanical sweeping is not possible. Indicator Citizen Complaints & Resolution Complaint and redressal reports 90 % 10% (Rs. 2,00,000 X 20%) X 10% = Rs. 4,000 Within 24 hours Termination Condition:Continuous Payment of Salary, PF, ESI, Payment receipts 100% 20% failure to achieve 80% satisfaction in all Protective Wears and One day the indicators, subsequently for Weekly Off months will result in termination of Worker and Supervisor 100% attendance of allotted manpower is a priority as there 100% 10% contract with a notice period of 15 days. Absenteeism is provision for reserve PHWs Social Audit / IVRS Satisfaction Reports, IVRS reports 90% 10% Levels
Schedule –E Key Performance Indicators and Penalties for Service Failures Key Performance Indicators Field Evidence Service Benchmark Weightage Formula for Levying Damages and Contract Termination Waste Collection and Transportation Coverage Providing collection and transportation service for at 6 out of 7 days is the top priority. 100% primary collection and secondary transportation daily. Non reporting of the transportation vehicles at scheduled time and points, vehicle breakdowns and non service coverage will be noted as major KPI failures. 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 payment of monthly contractor premium Penalty to be levied= (Monthly Contractor Premium 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, subsequently for months will result in termination of contract with a notice period of 15 days. Segregated Collection at Pocket Transfer Point and at the Designated Place Collection of the dry and wet in the quantities within the range as per specified by the ULB ( to ensure that the coverage targets are achieved fully) 80% (75% Wet 20% Dry and 5% hazardous ) 20% Dust free and litter free roads, Free flow drains without chocking Sweeping for 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 Reports, IVRS reports 90% 10%
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