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Changes to Levels of Service and Community Expectations

This article discusses the importance of managing assets effectively to provide the required level of service in a cost-effective manner, while meeting community expectations. It explores the past, present, and future of level of service, community consultation, and current challenges in asset management. It also suggests actions to address these challenges, such as breaking down silos, integrating data analysis, and delivering as promised.

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Changes to Levels of Service and Community Expectations

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  1. Changes to Levels of Service and Community Expectations Terry Alford Director Terry Alford Consulting Pty Ltd Terry Alford Consulting Pty Ltd

  2. Asset Management “The combination of management, financial, economic, engineering and other practices applied to physical assets with the objective of providing the required level of service in the most cost-effective manner.” Courtesy: International Infrastructure Management Manual Terry Alford Consulting Pty Ltd

  3. Level of Service 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 • Environmental acceptability • Cost Courtesy: International Infrastructure Management Manual Terry Alford Consulting Pty Ltd

  4. Service Level Development THE PAST: • What we did • How we did it • What we didn’t do THE PRESENT: • What are we doing • What we are not doing • What we can do about it THE FUTURE ?????? Terry Alford Consulting Pty Ltd

  5. Level of Service 1900 Terry Alford Consulting Pty Ltd

  6. Terry Alford Consulting Pty Ltd

  7. Level of Service 2012 Terry Alford Consulting Pty Ltd

  8. Terry Alford Consulting Pty Ltd

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  10. The Future? Terry Alford Consulting Pty Ltd

  11. Terry Alford Consulting Pty Ltd

  12. Community Consultation How to involve the community • Council Policy • Meeting/focus groups • Personal notification • Media Coverage • Display/exhibitions • Adopt a Plan • Consult • Analyse • Feedback • Commitment from Councillors • Council Plan – Strategic Direction • Various AMP’s – How to deliver the Strategy • Conforming Budget – Delivering the Strategy Terry Alford Consulting Pty Ltd

  13. Community Expectations • Level of Service expectation keeps rising • Need for LOS to be simple (Program vs. intervention) • Not interested in detail • Provide the service promised • Value for money Terry Alford Consulting Pty Ltd

  14. Current Status • Specialised Asset Management Departments • Adoption of asset life • Computer aided calculations based on condition data • Copious records • New language (GIS, Shapefile, Criticality) • Poor Accountability • Infrastructure gap – lack of funding Terry Alford Consulting Pty Ltd

  15. Actions • Break down the barriers – no silos • Integrate data, analysis & good engineering practice • Be honest with the community • Educate the Council • Commitment from all levels in the corporate structure • Deliver as promised. Terry Alford Consulting Pty Ltd

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