Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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ContinuousImprovements in

Colombo, Sri Lankafrom January 1999 to

March 2000

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Summary for Colombo• Central “Customer Information Centre” 

• 24 hour telephone service

• Specific budget allocated for complaint

handling

• Trained 150 managers

• Promotion of Customer Service by the

Mayor

• Publication of the City Service Directory

• WWW page with Service telephone

• New standards for complaint resolution

• Staff trained in dealing with the customer

• 7 staff, half time on education

• Door to door daily waste collection

• Provision of 20,000 dust bins, one for each

house, 450,000 in total

• Residents instructed to use their bins

• Video movies used for education

• Public education delivered to: children,

canal residents, “garden communities” 

• Mass media messages on anti littering,

and littering is an offence

• Art competitions, cash prizes

• Leaflets issued to all new bin locations

• 3 new staff for solid waste littering

enforcement

• Updating by-law legislation

• 150 parking bays re-marked, 2500 bays

paid for re-marking

• Called tenders for signage maintenance

• Considering introduction of parking

meters

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Public grievances and

complaint handling has

been improved; a new

facility, trained staff, newprocedures and public

promotion of the newservice.

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7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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Customer information staff have been trained in “Customer service” and are fully equipped with telephones, facsimilemachine and soon, several computers to record requests. These staff document requests, issue acknowledgement

notices and then notify the concerned manager. They follow up each request to ensure that it is acted upon

7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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Illegal dumping was a

problem. A new daily

collection system wasimplemented, followed

by education andenforcement.

7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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Colombo Municipal Council provided new garbage bins for residents in poor areas known as “Gardens”. A sponsor

was found to finance some bins. Initially some residents took advantage of the new bins, using them for food storage,

however this was corrected with additional education and monitoring of the residents performance.

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Although the new bins are very effective in the collection and disposal of garbage, they do present a visual problem at

the moment. The daily collection service encourages residents to locate their bins at the front of their house.

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Many streets are too narrow for a large compactor truck to negotiate. Open trailers pulled by tractors are more

suitable for narrow streets. When the trailer is full, the garbage is covered with a tarpaulin before it is taken to the

bulk collection point.

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Solid waste education

commenced with

training the HealthOfficers, then moved

onto school childrenand Garden villages.

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For Solid Waste Education, Colombo has trained all of their Health Officers with regard to the new daily bin

collection service and their responsibility for training residents to use the bins and not to dump garbage illegally.

Education has been targeted to school children and mothers at home.

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Film shows are scheduled almost every night of the week. The “movie” shown is an entertaining story that illustrates

the benefits of good waste collection and disposal. The residents are encouraged to view the movie and all, including

the children are made welcome. The projector crew is from the City, and they are fully self sufficient.

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Colombo Municipal staff, including the Mayor now make regular visits to both junior and senior schools, to address

students on hygiene and waste disposal. The strategy is to educate the children so they will transfer this awareness and

knowledge back to their home, parents, brothers and sisters.

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7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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This is another excellent entry, however “Waste” on the bin has a small spelling problem! The art competition re-enforces awareness and is an excellent medium for communicating back to the home.

7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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7/30/2019 Continuous Improvements in Colombo, Sri Lanka from January 1999 to March 2000

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This art entry illustrates the range of people

involved in the waste collection service.

Family members collect the waste and provide it to

the City collectors, who then move the waste to the

compactor truck.

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After the new daily bin collection service was implemented, the City carried out a Customer Satisfaction Survey, to

monitor the performance of the new service and the satisfaction of the customer. A survey questionnaire was used to

obtain a comprehensive view from each resident.

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Customer Satisfaction Surveys should be

carried out regularly, so that the City can

gauge the success of the changed service.

Also, the objective evidence gathered, can

be used to promote the service in otherparts of the City, and to secure additional

funding for service expansion.

Customer survey results should also be

recorded and reported to City staff so

they are recognised for their efforts. Werecommend that all City staff be made

aware of their customers’ satisfaction

level with the service.

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Illegal dumping sites have been cleaned up, as shown in this photo. The clean areas are monitored daily for further

infringements, and any violators are immediately prosecuted. The clear space is progressively being converted into off 

street parking, as shown above.

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The effect, after covering open drains, then a light gravel surface to provide additional off street parking

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Selected streets have been converted into one way traffic flows, with one side (as above) converted into on streetparallel parking. New lines have been marked for some 3000 parking bays.

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On the left, the yellow line marks No Parking, on the right, new parking bays have been marked for parallel parking.This street has been designated “one way” to facilitate the additional parking. 

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Yellow lines designate “No parking” however driver education and enforcement of the regulation needs improvement.

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