The fundamental question we have to ask is:

"ARE WE DELIVERING THE RIGHT SERVICE AT THE RIGHT LEVEL OF SERVICE AT THE RIGHT COST?"

Figure 9 shows the context of levels of service in the AM Plan:

LEVEL OF SERVICE CONCEPTS

Most existing levels of service or performance standards are technical in nature with an implied measurement. That is they are some form of measurement such as congestion level, or number of road patrols or amount of time to bare pavement in winter. A key differentiator with the AM philosophy is that these technical standards must relate to a customer level of service which in turn relates to one or more of the strategic initiatives of the County. To provide some idea of the concept and definitions of these terms as well as usage please refer to Table 2.

Table 2 LoS concepts

Concept	Definition	Example
Service attributes/ Community Values	Aspects or characteristics of a service	Accessibility, affordability, reliability, safety
Levels of Service	What the organization intends to deliver – LoS describe attributes of the service from a customer point of view	Provision of a safe road;Road network is convenient;Transport network offers choices for travel
Customer performance measure	How the customer receives or experiences the service. These are typically included in public documents and are non-technical.	Appearance of facilities;Ease of dealing with County Staff; %/No of road closures p.a.
Technical Performance measures	What an organization does to deliver the service. These support customer measures and typically are used internally to measure performance against service levels	% of facilities that meet disability standards; Condition of class 1 roads; %/No of customers within x m of a transit route