This case study presents key challenges facing the quality of service delivery of municipal city cleaning and waste management projects across municipalities in the Kingdom of Saudi Arabia. Such challenges include lack of standardized QA processes, quantity-driven contracts, poor IT infrastructure & tools, conflicting interests and lack of transparency.

An enhanced closed-loop Quality Assurance (QA) system for municipal city cleaning and waste management services was designed as a solution in order to ensure effective monitoring of service quality, citizens’ satisfaction & service adequacy.

Through developing and implementing the QA system, the key benefits included effective, high quality, standardised QA services which lead to outcome-based service delivery, self-monitoring system and continuous improvement in municipal service delivery.