City of Stirling Buildings Asset Managment Plan 2018 - 2028

3.0 Levels of service

Levels of service relate to outcomes the community receives in terms of quality, quantity, responsiveness and performance as provided by the assets.

renewals result in increased and escalating reactive maintenance costs as aged assets deteriorate at higher rates. In developing the levels of service documented in the BAMP, the City has given due regard to the strategic goals and objectives in the Corporate Business Plan. The City has also given due regard to legislative requirements, relevant Australian Standards and stakeholder expectations in the form of community satisfaction surveys. The levels of service documented in the BAMP therefore aim to reflect the current levels of service provided.

To achieve and sustain acceptable levels of service, the City’s buildings require an annual commitment of funds. These funds provide for regular and responsive maintenance and for timely renewal or replacement of assets. The provision of adequate financial resources ensures that building assets are appropriately managed and preserved. Financial provisions below the required amounts impact directly on the condition and performance of an asset, and if prolonged, result in the need for ‘catch-up’ expenditure, ultimately at an increased cost to the community. Additionally, deferred

3.1 Customer research and expectations The City of Stirling has, since 1999, undertaken customer satisfaction surveys canvassing a sample of

The City’s annual customer satisfaction surveys cover two areas related to the provision of buildings: • The provision of sports and recreation facilities • The provision of community buildings, halls and toilets.

residents on their level of satisfaction with the City’s services. To understand customers’ expectations and perceptions of levels of service and to ensure asset management plans reflect the changing needs of the customer, the customer satisfaction survey is undertaken yearly. The community is asked to rate (out of 10) the importance of the facilities and services the City provides and also to score (out of 10) the City’s performance in providing these facilities and services.

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