REVIEWING OR ESTABLISHING LEVELS OF SERVICE
One area that should be revisited during the planning stages of the interim service delivery model will
be levels of service (LOS) or service standards. LOS can be defined as the service quality for a given
activity. LOS are often documented as a commitment to carry out a given action or actions within a
specified time frame in response to an event, service or asset condition.
The International Infrastructure Management Manual defines "Level of Service" as the defined service
quality for a particular activity (i.e. roads) or service area (i.e. street lighting) against which service
performance may be measured. Service levels usually relate to quality, quantity, reliability,
responsiveness, safety/risk/security, environmental acceptability and cost. These principles can be
applied to non-asset related programs, services or functions. For service standards to be effective,
they must be:
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Fit for purpose given the Council’s size and infrastructure
Readily understood by the Community and Council officers
Measureable for continuous improvement
A sound base for future evolution.
Types of Services Levels
Some Councils distinguish between different sorts of service levels, some of the common types are
listed below.
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Community Service Level
Maintenance Service Level
Operational Service Level
Renewal Service Level
Strategic Service Level
Technical Service Level
Consultation
Consultation with customers and key stakeholders is important because it tells us how people receive
and perceive our services. It is essential that we understand the expectations of customers and other
stakeholders regarding the service or activity under review. Consultation provides invaluable
information on how well the service or activity is performing, and where it needs to improve.
Outcomes of consultation:
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identifies ideas to improve service delivery
ensures the service is delivering to all relevant sectors of the community
provides current data to set and monitor quality and performance targets
establishes a baseline for levels of service / standards
provides a basis to assess whether the service is suitable in meeting community
needs/expectations into the future
Defining service levels
Service levels can be defined in a number of ways, including by the time taken to respond to a
particular problem defect or request, minimum standards required i.e. number of patrols or the
turnaround time for processing of applications. Levels of service vary considerably across Local
Government hence the need to determine what is suitable for your community and your capacity to
deliver.
Understanding the baseline position
Establishing service standards can be challenging due to the misalignment of the communities
expectation of the level of service not matching the Local Government’s capacity or ability to deliver.
To mitigate this, consulting with the relevant stakeholders can not only define the current state of
satisfaction (or dissatisfaction) and provide opportunity for discussion but can also educate the user
group on the broader issue of service provision, service standards, cost and resourcing commitment.
Questions to consider:
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How are services really working at present?
What are the current customer and service provider expectations?
To what service standards are staff working to at the moment?
Are staff aware of the main outputs are for key activities?
Is there any expectations highlighted in the integrated planning documentation?
What do other Local Governments in Western Australia / Australia do?
Key drivers
Documenting the drivers / pressures placed upon the service, function etc can assist in determining
key areas of priority and resource allocation. For example, if there is a higher crime rate in a
particular area, security resources can be deployed appropriate to that demand. Bicycle facilities may
be ineffective due to inability to overtake and the volume of units (bikes and pedestrians) therefore
requiring an increase is LOS i.e. develop a two lane facility.
Establishing LOS
Listed below are some areas for consideration when embarking upon the review / development of
service standards:
 Who are the customers?
 Is there a need for market testing?
 What services are being provided?
 How do we know we're getting a quality service?
 Who owns the process?
 Are we bound by, or restricted by compliance and quality standards?
Reporting
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What are baseline compliance and quality requirements?
What are the internal baseline capability indicators for effective service delivery and are these
being met
Is there a Disability Access and Inclusion Plan?
Are there any existing levels of service or performance measures/reporting parameters? Do
they incorporate statutory, operational and strategic reporting requirements?
Financial Implications
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What is the cost of provision?
Are fees and charges adequate? Is there a defined revenue strategy?
Do we understand the costs/savings associated with increasing/decreasing LOS?
Do we understand the long term financial impact?
What strategies and actions are included in the Property Management Plans, Asset
Management Plans?
Reviewing or Establishing Levels of Service | Page 3