"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.
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.
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