How well are we managing your waste?
Veolia Environmental Services is working in partnership with Sheffield City Council to create a better environment for residents in the city. It is very important that we monitor our operations carefully to ensure we are providing a good service to you. We work to high service standards and we have to meet strict environmental guidelines.
In order to monitor our standards we measure how we have performed in key service areas.
We monitor:
- how much waste we have collected
- how well we have collected it e.g. how many collections have we missed
- what happens after we have collected it
Veolia Environmental Services Key Performance Indicators 2012/2013
| Results for: April |
|
|
Cumulative
April |
| |
Tonnes |
|
Tonnes |
|
| Tonnes recycled & composted |
4,148 |
27.05% |
|
|
| Tonnes of waste used for Energy Recovery |
10,639 |
69.38%% |
|
|
| Tonnes of waste to landfill |
547 |
3.57% |
|
|
| % of bins collected right first time |
|
100% |
|
|
| Number of bins scheduled for collection |
|
1,298,779 |
|
|
| kg collected per head of population (525,800) |
|
29.16kg |
|
|
| kWh of electricity generated |
|
|
|
|
| kWh of heat supplied |
|
|
|
|
These figures are updated monthly. Veolia Environmental Services contractual target for combined recycling & composting is 21%
Contacting Veolia Environmental Services - Satisfaction Levels Call Back 100 - 2010/2011
| |
N |
D |
J |
F |
M |
A |
M |
J |
J |
A |
S |
O |
Targets |
Helpfulness
of Staff (%) |
98 |
96 |
96 |
99 |
96 |
97 |
97 |
99 |
99 |
97 |
94 |
99 |
96 |
| Overall satisfaction (%) |
98 |
96 |
99 |
100 |
96 |
97 |
100 |
97 |
98 |
97 |
99 |
100 |
95 |
| Ease of getting through (%) |
98 |
95 |
100 |
99 |
99 |
100 |
100 |
99 |
99 |
93 |
100 |
97 |
92 |
| Did you feel you were treated fairly (%) |
96 |
98 |
97 |
97 |
95 |
95 |
96 |
97 |
95 |
97 |
97 |
97 |
100 |
|
|
|
|
|
|
|
|
|
|
|
|
|
|
Call Back 100 is a initiative to monthly canvass the views of 100 people who have had cause to contact the Call Centre for whatever reason, either in-person, by telephone, email or letter. Answers are based on the % of those that responed to the questions.
Details of these performance levels as well as summarised versions of the 2008 Customer Survey, Household Waste Recycling Centres survey and the Mystery Shopper are now available on the Veolia website under Surveys.
More performance details are available on the Sheffield Council website under Our Performance with Waste
Contacting Veolia Environmental Services - Satisfaction Levels
| |
Satisfaction Survey 2002 |
Satisfaction Survey 2004 |
Satisfaction Survey 2006 |
Satisfaction Survey 2008 |
| Helpfulness of Staff |
86% |
73% |
83% |
96% |
| Knowledge of staff |
84% |
76% |
86% |
95% |
| Quickly understand your question |
68% |
73% |
84% |
93% |
| Ease of getting through |
79% |
77% |
86% |
92% |
| Tell you what would happen next |
72% |
71% |
74% |
90% |
Veolia Environmental Services in Sheffield carries out a Satisfaction Survey every two years. The main satisfaction levels for contacting the Call Centre are detailed above. The full survey for 2008 is available on our survey page as outlined above.
| How are we performing |
| Description |
2007 /
2008
Results |
2008/
2009
Results |
2009/
2010
Results |
2010/
2011
Targets |
| % of household waste arising sent for recycling |
25.16% |
26.20% |
25.71% |
30% (City Target) |
| Number of complaints about the service against the total number of scheduled collections |
6,418 |
5,502 |
5,525 |
5,250 |
| The number of collections missed per 100,000 collections of household waste |
44 |
38 |
33 |
32 |
| Kilograms of household waste collected per head of population (pop 525,800) |
424 |
407 |
399 |
390 |
| % of bins collected on time |
99.96% |
99.96% |
99.96%; |
100% |
| Reduction in waste sent to landfill |
17.16% |
13.91% |
9.12% |
14% |
| Aim to answer your call within an average of 20 seconds |
na |
na |
na |
85% |