"Level of Service" can be defined as the service quality for a given activity. Levels of Service are often documented as a commitment to carryout a given action or actions within a specified time frame in response to an event or asset condition data.
Service levels may relate to:
- Reliability of Service
- Quality of Service
- Quantity of Service
- Safety/Risk/Security
Challenges:
- Expected/Desired Level of Service Vs. Actual Level of Service for given asset classes.
- Measure of actual level of service provision for given asset class
- Communities's exected level of service not matching optimum /minimum whole of life cycle costing of assets
- Visual percepation of service level vs. underlying long term of asset performance
Alternate Definitions
The International Infrastructure Management Manual defines "Level of Service" as "the defined service quality for a particular activity (i.e. roading) or service area (i.e. streetlighting) against which service performance may be measured. Service levels usually relate to quality, quantity, reliability, responsiveness, environmental acceptability and cost."
Types of Services Levels
Some Councils distinguish between different sorts of service levels, some of the common types are listed below.
- Community Service Level
- Maintenance Service Level
- Operational Service Level
- Renewal Service Level
- Strategic Service Level
- Technical Service Level
Service Level Measures
Defining service levels is a key step in drafting an Asset Management Plan.
Service levels can be defined in a number of ways, including by the time taken to respond to a particular problem defect or request.
There may be multiple response times and remedies depending on the intervention parameter and the importance of an asset.
For example a 5mm-10mm footpath lip in a lightly trafficked cul-de-sac may not warrant any action at all, whereas a 10mm-20mm lip in the CBD may merit a quick response.
Below is a short list of possible service level measures that could be included in an AMP, please feel free to add more.
Buildings
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Roads & Drainage
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NZ better practice suggestions
- [x]% compliance with maintenance contract response times.
- Repairs to road surface. Time taken to investigate/undertake repairs to carriageway surfaces, once problem is known or reported.
- Percentage requests for service resolved within target timeframes (road service defects, streetlights, parking in the [central business district]).
- The percentage of request for service and complaints (for example, streetlight failures, pot holes, pavement markings) dealt within contractually specific response times.
- The percentage of minor faults on footpaths repaired within [x] working days of detection.
- All routes are to be made accessible within [x] hours of an emergency closure – cleared or detour provided.
- Injury crashes per [x] million vehicle kilometres travelled over [x] years.
- Number of vehicle crashes per year involving injury where contributing factor is "road conditions".
- Congestion travel index (CGI) which is the minutes of delay per km of travel on key [city] routes. A CGI of zero represents uncongested free-flowing conditions. Therefore, the higher the indicator, the greater the degree of congestion.
- The number of bus passengers per annum.
- The percentage of properties in the [x] area within 700 metres of a bus stop.
- [x]% of public bus services run on time.
- % of average parking availability ([x] in [x] spaces available between [x]am and [x]pm, as measured by survey). A number of blocks are surveyed each year in response to feedback from parking enforcement officers or queries from retailers and shoppers.
Water & Wastewater
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General
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