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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
Rusmiddeletaten
So
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Ch
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Active Inclusion Strategy
City of Oslo
Agency of Alcohol and Drug Addiction Services
Conditions for healthy competition
• Transparency• Predictability• Documentation• Multiple suppliers
Experienced procurement staff
Healthy competition
Pro
cure
men
t an
d co
mpe
titio
n le
gisl
atio
n
City of Oslo
Agency of Alcohol and Drug Addiction Services
4
The Quality Pyramid
City of Oslo
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
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
Agency of Alcohol and Drug Addiction Services
Example User Survey
How important is this for you …
How satisfied are you with this…
City of Oslo
Agency of Alcohol and Drug Addiction Services
Thank you!