Levels of Service: A Pivotal Tool
In municipal infrastructure asset management, Levels of Service (LOS) are more than just performance benchmarks — they serve as a bridge linking community expectations, technical and performance data, and action planning.
When used effectively, LOS frameworks help municipalities make informed, proactive decisions by setting clear performance thresholds that can trigger specific lifecycle activities, like maintenance, rehabilitation, or replacement.
What Are Levels of Service?
Levels of Service are a defined set of metrics and statements that describe the quality, quantity, and reliability of services provided by infrastructure assets, such as street lights, storm drains, and parks. Typically, they exist in two categories:
Community LOS: What the public expects in terms of availability, safety, and aesthetics.
Technical LOS: The measurable standards that staff use to deliver those services—such as uptime, condition ratings, or usage capacity.
Together, these dimensions allow municipalities to translate citizen needs and clear performance metrics into actionable management strategies.
LOS as a Trigger for Lifecycle Interventions
A powerful way to use LOS is by establishing thresholds that initiate specific actions when an asset's performance declines. This practice turns asset management from a reactive system into a strategic and preventative one.
For example:
Parks per 1,000 residents: Suppose your municipal target is 2 hectares of parkland per 1,000 residents. If population growth causes the ratio to fall below this threshold, it may trigger planning for land acquisition, park expansion, or improved access to existing green spaces.
Building Condition Index (BCI): A municipal asset management plan might stipulate that any building with a BCI score below 60 (on a scale of 0 to 100) should be considered for major rehabilitation. When coupled with a useful deterioration model, this can help forecast reinvestment needs — and inform the public of when key facilities are slated for upgrades.
By using LOS metrics as decision triggers, municipalities can tie budget planning directly to actual service performance, improving transparency and accountability.
Supporting Budgeting and Council Decisions
One of the most valuable roles of LOS is in budgeting discussions and project justification. When asset managers can demonstrate, with objective metrics, that a specific infrastructure investment is necessary to maintain or restore an agreed-upon Level of Service, it:
Makes the case clearer and more defensible to elected officials
Helps Council understand why certain projects are prioritized over others
Provides a tangible connection between budget requests and community outcomes
Supports the development of multi-year capital plans based on actual needs and service expectations
In short, LOS translate technical details into terms that resonate with policy-makers and the public—facilitating more informed, transparent, and collaborative decision-making.
From Planning to Action
Municipalities are increasingly turning to digital asset management systems to track real-time performance against LOS metrics. Setting thresholds allows municipalities to act before assets fail, reducing safety and financial risks.
LOS help target funds where they deliver the greatest value, aligning operations with community goals. When integrated properly, these tools can:
Flag underperforming assets
Recommend appropriate lifecycle activities
Forecast future capital and operating needs based on service expectations
For example, a community recreation center with high usage but a declining BCI might be flagged for near-term reinvestment, to maintain user satisfaction and safety.
Final Thoughts
Levels of Service are not just reporting requirements—they are actionable tools for better infrastructure governance.
By defining clear LOS and linking them to performance-based triggers, municipalities can ensure their infrastructure continues to meet the evolving needs of residents efficiently, transparently, and sustainably.