Levels of Service provide the basis for the life cycle management strategies and works programmes. Levels of service are refined over a period of time to manage the expectation of customers. This requires a clear understanding of customer needs, expectations, preferences and their willingness to pay for any increase in the levels of service.
Levels of Service are used to:
There are two types of service levels being:
Community based service levels articulate to the community the service being provided. They deal with the what, when and where.
Technical based service levels are used internally to measure service delivery. They deal with the how. Both types of service levels are supported by intervention levels which identify the actions required to maintain the service delivery.
Intervention levels are then adopted to support the technical levels of service.