Performance Assessment Methodology 

For service performance monitoring, service operators are subject to the following tools appropriate to respective services:

(a) Self-Assessment of ESRs and SQSs 

All service operators are required to submit each year an overall report to SWD on the self-assessment conducted on their service units, indicating the compliance with the Essential Service Requirements (ESRs) and Service Quality Standards (SQSs) as well as providing action plans on improvement of any unmet standards.

(b) Statistical Reporting 

Service operators should submit statistical reports periodically on their service units' achievement at Output Standards and/or Outcome Standards in a prescribed format as agreed with SWD.  SWD would analyze the data against the agreed levels set out in the agreements accordingly.

(c) Review Visit  

Review visit is SWD's scheduled and regular service performance monitoring activity at a service unit against the terms of agreements between SWD and the service operator, including the implementation of 16 SQSs and ESRs.  Under risk management approach, a number of service units would be selected for each service operator to receive the visit.

(d) On-site Assessment 

On-site assessment is a purposeful visit by SWD, at short notice or unannounced, to examine a quality-related issue unique to a service operator or a service unit.  On-site assessment will be conducted to new service units and other units with identified or suspected problem areas in service performance, etc.

Details are in the Performance Assessment Manual