Transport Asset Management Plan - Halton Borough Council

Halton Borough Council
Transport Asset Management Plan
4 Levels of Service
4.1 What is Level of Service?
4.1.1 Definition
The Framework for Highway Asset Management describes Levels of Service as the quality of services
provided by the asset for the benefit of the customers. They are composite indicators that reflect the
social, economic and environmental goals of the community. Levels of Service are therefore the
manner in which we engage with the customer and they therefore reflect the customer’s interests in
terms of what can be measured and evaluated.
They will allow us to:-
• Document and measure the service we provide;
• Evaluate in an objective manner service against cost of provision;
• Clarify whether we are focussing on matters that are important to the customer;
• Establish if our operational systems actively support the achievement of strategic goals;
The framework categorises levels of service as either: -
Condition Assessment
Demand Aspirations
Preservation of the physical integrity of the asset
The service delivered by the asset in terms of its use,
generally expressed in terms of safety, availability,
accessibility, integration etc.
4.1.2 Condition Assessment
The physical condition of the asset has two components: -
• The perceived condition of the asset as “measured” by public and road user
perception.
• The condition of the asset as determined by measurement and analysis of survey
data.
It should be noted that the “perceived condition” of the asset is a relatively new measure and
consequently we have very little prior data on this. Perceived condition will be established by referral
to the results of various public consultations. They can also be created from analysis of public
enquiries and complaints, from routine correspondence and requests for service and from the
outcomes from questionnaires and surveys. Examination of these and other measures will be explored
in more detail in this section of the Plan.
4.1.3 Demand Aspirations
Demand aspirations describe the non-condition related performance requirements of the asset and
are used in the determination of service levels for the asset. Examples of performance requirements
are safety, environment, availability, accessibility etc. The measurement of these results against
national and local performance indicators is contained in the LTP.
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