Service focus refers to the ability to address the needs and expectations that citizens and stakeholders value, while balancing the cost, capacity and capability of the supporting infrastructure. An AM practitioner assesses service performance from the citizen’s perspective, evaluating quality and experience. They use effective AM planning to realize value through the delivery of appropriate levels of service within an acceptable level of risk while minimizing an asset’s life cycle costs.
Effective Behaviours:
- Identifies the full scope of services delivered to the community (including the services natural assets provide), the contributions of operational and other non-infrastructure solutions, and the higher-order wellness benefits provided by community services. Facilitates development of, and supports, a level of service framework, including development of associated customer and technical levels of service. Set goals aligned with organizational priorities, levels of service, AM plans, and life cycle requirements.
- Actively fosters and builds relationships with the community through workshops or public engagement events to build trust, seek out mutual benefit and provide diverse context into future planning and service delivery. Identifies and categorizes service user groups and their competing short and long-term needs and desires, including the need for sustainable delivery of the service.
- Applies performance measurement concepts, methods, tools and practices in an AM context. Develops criteria, key performance indicators, measurement methods and targets that effectively evaluate the performance of services, service-providers, infrastructure, and infrastructure operations. Uses key performance indicators to systematically evaluate an asset’s ability to meet a level of service within the community context and compare that performance to benchmarks, and to organizational and AM values, principles, policies, objectives, and outcomes. Recognizes regulated levels of service as minimums.
- Analyzes problems from a variety of viewpoints using a service-oriented mind-set. Objectively evaluates a broad range of solutions, considering direct and indirect impacts to citizens, and a community’s willingness to pay. Views services from both a user and asset system perspective. Analyzes the needs, desires, demands, and service outcomes of citizens. Considers innovative service delivery solutions. Adapts methods of work, organizational processes, communications, and plans to new situations or problems that can arise from changes to organizational culture or public need.
