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 Lia The Alcohol and Drug Addiction Services, City of Oslo July 8th 2010

Oslo kommune Rusmiddeletaten Social assistance servicesEmployment and training services Housing support and social housing Child careLong-term care servicesHealth services 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 Procurement and competition legislation

City of Oslo Agency of Alcohol and Drug Addiction Services 4 Values Strategy Generic Quality Criteria Specific Quality Criteria 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 WeightCriteriaYesNoReference 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 a reasonable weight between the criteria for price and 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 Cmax. Score Organisational structure88612 Leadership functions10128 Operating plan4446 Organisational culture External network Activities and methods applied1496 Results Competency of personnel98612 Total score (quality) Price in tender NOK Ratio price/ quality16,124,217,5

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!