City of Stirling Buildings Asset Managment Plan 2018 - 2028

3.4 Customer levels of service At the City of Stirling, there are three defined tiers of levels of service, as shown in Figure 3.4 below:

Functional and safe buildings network that meets the needs of our community Measure: Community survey/customer request

Corporate levels of service

Strategic levels of service (renewals)

Defining buildings network’s service levels Measure: Condition, utilisation, functionality and risk

Service targets against individual activities Measure: Performance against set service targets

Strategic levels of service (operations and maintenance)

Figure 3.4 Levels of service

The City has also defined levels of service in two terms: • Community levels of service relate to how the community receives the service in terms of safety, quality, quantity, reliability, responsiveness, cost/efficiency and legislative compliance • Supporting the community levels of service are operational or technical measures of performance

The second level, ‘strategic levels of service’, encompasses what the City measures in terms of the quality, functionality, affordability and reliability of the services provided. The third level, ‘operations and maintenance levels of service’, represents what the City will do in real terms, ie, at what point will the City repair, renew or upgrade to meet the customer outcomes listed in the corporate and strategic levels. Typically, this has been documented in a Business Process Manual.

The first level, ‘corporate levels of service’, represents what the City expects to provide in terms of key customer outcomes, including: • Appropriateness of service • Accessibility to users 24 hours a day, seven days a week • Relevance of the service being provided – in terms of demand characteristics, future demographics and where the pressure points are.

developed to ensure that the minimum community levels of service are met.

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