Level of service
Asset Management – an anatomy, Version 4, published by The Institute of Asset Management in July 2024, defines level of service as the: ‘parameters, or combination of parameters, which reflect social, political, environmental and economic outcomes that the organization delivers. Note: (1) The parameters may include safety, customer satisfaction, quality, quantity, capacity, reliability, responsiveness, environmental acceptability, cost and availability.’
Anticipate, react, recover; Resilient infrastructure systems, published by the National Infrastructure Commission in May 2020, defines levels of service as: ‘Standards or thresholds that are used to express the quality and/or availability of an infrastructure service that an infrastructure provider should aim for.’
Urban Design Guidelines for Victoria, published by The State of Victoria Department of Environment, Land, Water and Planning in 2017 suggests that level-of-service (quality of service or service quality) refers to: ‘The capacity and effectiveness of a system's functionality, as experienced by users, to provide the service for which it is intended. For a pedestrian street or a park, the service can comprise various factors such as active, interesting surroundings, path width, pavement surface, seating opportunities, obstacles, safety from traffic, cleanliness.’
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