Over 30 years ago, the City of Phoenix embarked on a massive cultural change by introducing managed competition for the collection of solid waste. Fast-forward to the present and Phoenix has a proven track record for overall improved customer service and increased efficiency and effectiveness. Discover what performance measures they use and the scorecard tool used to assess accountability. 

Learning Objectives:

1.     Develop performance measures for solid waste collection and disposal delivery systems.

2.     Improve overall customer service through implementation through use of a Performance Management Guide (PMG).

3.     Achieve improved employee accountability through establishment of a scorecard performance measurement system.

SPEAKERS:

Tony Miano
Solid Waste Manager,  City of Tempe,  Tempe,  AZ

Contributor/Source

Tony Miano

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