city of oslo agency of alcohol and drug addiction services 11 ensuring quality and quality...

City of Oslo

Agency of Alcohol and Drug Addiction Services

11

Ensuring quality and quality improvement in the procurement of social services

Margit Vånar and Anlaug LiaThe Alcohol and Drug Addiction Services,

City of Oslo

July 8th 2010

Oslo kommune

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Active Inclusion Strategy

City of Oslo


Conditions for healthy competition

• Transparency• Predictability• Documentation• Multiple suppliers

Experienced procurement staff

Healthy competition

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City of Oslo


4

The Quality Pyramid

City of Oslo


What is Quality?

• You can not define and measure quality in “soft services”

“Quality is the totality of the characteristics a unit possesses,

which affects its ability to satisfy expressed and implied needs” (ISO 9000 standards)

City of Oslo


Generic Quality Criteria• Institutional quality criteria which form the basis when evaluating

quality :

– Activities and methods applied– Personnel competency– Leadership functions– External network/ Cooperative relations – Design and standard of facilities– Organisational structure– Organisational culture– Financial solidity– Knowledge and application of laws and

regulations– Operating plan– Client Results

City of Oslo


Examples of specific criteria within the Active Inclusion strategy

Weight Criteria Yes No Reference

4 Service Provider has established a systematic cooperation with user associations and describes briefly the cooperation

4 Service Provider undertakes to collaborate with relevant agencies, to ensure those users who want employment / activity / vocational training or other measures aimed at participation in working life

4 Service Provider undertakes to collaborate with relevant educational institution with the aim of competence-building training for users who want this

3 Service Provider undertakes to collaborate with voluntary / non-profit organizations with the goal of meaningful leisure time for users who want this

4 Service Provider undertakes to collaborate with social services, banking or other relevant actor in order to assist users with obtaining permanent housing

City of Oslo


Balancing price & quality

For each procurement process we choose areasonable weight between the criteria for priceand quality.

The system developed by RME consists of :• defining institutional features/ quality criteria

which represent the content of “quality”• price/ quality matrix which make the criteria

operational and weights individually between them.

City of Oslo


Example: Residential rehabilitation services

Institutional feature (Quality criteria)

Private company A

Private company B

Private company C max. Score

Organisational structure 8 8 6 12Leadership functions 10 12 8 12Operating plan 4 4 4 6Organisational culture 10 11 11 14External network 12 8 6 14Activities and methods applied 14 9 6 14Results 15 15 10 16Competency of personnel 9 8 6 12Total score (quality) 82 75 57 100

Price in tender NOK 1326 1812 1000

Ratio price/ quality 16,1 24,2 17,5

City of Oslo


Monitoring and developing quality

• Standardized and systematic reporting - User Surveys 1 x year - Employee Surveys 1 x year- Stakeholder Surveys biannually- Results/ progression reported per client

- Amount of Individual Plans• Regular visitations and follow-up of all

institutions• Experience transfers between institutions

City of Oslo


Example User Survey

How important is this for you …

How satisfied are you with this…

City of Oslo


Thank you!

city of oslo agency of alcohol and drug addiction services 11 ensuring quality and quality...

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