{"id":673,"date":"2021-01-12T22:32:47","date_gmt":"2021-01-12T22:32:47","guid":{"rendered":"https:\/\/swefc.unm.edu\/IAMFTest\/?page_id=673"},"modified":"2026-08-20T18:01:38","modified_gmt":"2026-08-20T18:01:38","slug":"level-of-service","status":"publish","type":"page","link":"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/","title":{"rendered":"Level of Service"},"content":{"rendered":"<p>[et_pb_section fb_built=&#8221;1&#8243; custom_padding_last_edited=&#8221;on|tablet&#8221; admin_label=&#8221;Popup &#8211; #undefined&#8221; _builder_version=&#8221;4.7.7&#8243; _module_preset=&#8221;default&#8221; positioning=&#8221;none&#8221; horizontal_offset_tablet=&#8221;&#8221; horizontal_offset_phone=&#8221;&#8221; horizontal_offset_last_edited=&#8221;on|tablet&#8221; custom_margin=&#8221;0px||||false|false&#8221; custom_margin_tablet=&#8221;&#8221; custom_margin_phone=&#8221;&#8221; custom_margin_last_edited=&#8221;on|desktop&#8221; custom_padding=&#8221;0px|||0px|false|false&#8221; custom_padding_tablet=&#8221;|||25px|false|false&#8221; custom_padding_phone=&#8221;&#8221; da_disable_devices=&#8221;off|off|off&#8221; custom_padding__hover_enabled=&#8221;on|desktop&#8221; da_is_popup=&#8221;off&#8221; da_exit_intent=&#8221;off&#8221; da_has_close=&#8221;on&#8221; da_alt_close=&#8221;off&#8221; da_dark_close=&#8221;off&#8221; da_not_modal=&#8221;on&#8221; da_is_singular=&#8221;off&#8221; da_with_loader=&#8221;off&#8221; da_has_shadow=&#8221;on&#8221;][et_pb_row _builder_version=&#8221;4.7.7&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.7.7&#8243; _module_preset=&#8221;default&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;]<\/p>\n<h2>Level of Service<\/h2>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" src=\"https:\/\/swefc.unm.edu\/IAMFTest\/wp-content\/uploads\/2021\/02\/Level-of-Service-200x300.jpg\" width=\"325\" style=\"border-radius: 25px;\" height=\"auto\" alt=\"\" class=\"wp-image-4365 alignright size-medium\" srcset=\"https:\/\/swefc.unm.edu\/IAMFTest\/wp-content\/uploads\/2021\/02\/Level-of-Service-200x300.jpg 200w, https:\/\/swefc.unm.edu\/IAMFTest\/wp-content\/uploads\/2021\/02\/Level-of-Service.jpg 400w\" sizes=\"(max-width: 200px) 100vw, 200px\" \/>Level of Service (LoS) defines the types and amounts of service the system wants their assets to provide to their customers relative to the capabilities and limitations of the assets. Additionally, Level of Service indicates how a system will operate and maintain its assets to meet customer expectations. The level of service provided depends on the purpose of the system. Drinking water, wastewater and stormwater systems have levels of service specific to the outcomes desired by the customers (e.g., safe, reliable delivery of drinking water, consistent removal of wastewater treated and disposed in an environmentally protective manner, or stormwater handling that prevents flooding and protects the waterways.) Each system, or department within a system, should create a <a href=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/level-of-service-mission-statement\/\">mission statement<\/a> to define their overall purpose. The mission statement will guide the system in determining the services they provide.<\/p>\n<p>With a mission statement in place, staff need to create<span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\" style=\"font-size: 14px;\"><span class=\"NormalTextRun SCXW724273 BCX0\">\u00a0<\/span><\/span><a href=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/level-of-service-goals\/\" style=\"font-size: 14px;\"><span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\"><span class=\"NormalTextRun SCXW724273 BCX0\">L<\/span><\/span><span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\"><span class=\"NormalTextRun SCXW724273 BCX0\">evel of\u00a0<\/span><\/span><span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\"><span class=\"NormalTextRun SCXW724273 BCX0\">S<\/span><\/span><span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\"><span class=\"NormalTextRun SCXW724273 BCX0\">ervice goals <\/span><\/span><\/a><span data-contrast=\"none\" xml:lang=\"EN-US\" lang=\"EN-US\" class=\"TextRun SCXW724273 BCX0\" style=\"font-size: 14px;\"><span class=\"NormalTextRun SCXW724273 BCX0\"><\/span><\/span>which will help inform policies and procedures. The goals need to be developed within the context of the mission statement. Green assets often complement gray assets and contribute to meeting targeted level of service goals. Implementing level of service goals provides many benefits including:<\/p>\n<ul>\n<li>Providing a means of assessing overall system performance<\/li>\n<li>Providing a direct link between costs and service<\/li>\n<li>Serving as an internal guide for system staff<\/li>\n<li>Communicating with customers<\/li>\n<\/ul>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;][et_pb_video src=&#8221;https:\/\/swefc.unm.edu\/IAMFTest\/wp-content\/uploads\/2021\/04\/LOS-Animation.m4v&#8221; module_class=&#8221;joy-video-autoplay&#8221; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; border_radii=&#8221;on|25px|25px|25px|25px&#8221;][\/et_pb_video][\/et_pb_column][\/et_pb_row][et_pb_row _builder_version=&#8221;4.7.7&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221;][et_pb_column type=&#8221;4_4&#8243; _builder_version=&#8221;4.7.7&#8243; _module_preset=&#8221;default&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;]<\/p>\n<p>Goals should match community needs and may vary depending on the community\u2019s characteristics, such as whether it is rural, suburban, or urban; whether it is growing or losing population; and whether it has combined or separate storm sewers. The same basic approach to developing and applying level of service goals applies to both gray and green assets. Regardless of the characteristics, it is important for these goals to be meaningful, consistent, useful, unique, and most importantly measurable. System staff will need to work together to set key performance indicators for goals as a way to determine their level of success. System staff should keep in mind that data collection and analysis will likely be required to <a href=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/level-of-service-goals\/level-of-service-goals-tracking-level-of-service-goals\/\">track the performance<\/a> of most goals. The goals need to be reviewed and revised annually or as regulations, funding, and asset conditions significantly change. This ability to meet the level of service goals in different ways using green and gray assets is at the heart of optimizing Asset Management.<\/p>\n<p>Systems should consider<span style=\"font-size: 14px;\">\u00a0regularly <\/span><a href=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service-communicating-level-of-service-to-stakeholders\/\" style=\"font-size: 14px;\">communicating their goals <\/a><span style=\"font-size: 14px;\"><\/span>with their community and advertise when they successfully meet key performance indicators. The more transparent the operation is, the more likely a system is to get community support as a result of increased understanding. Publicizing how well a system is delivering the services or values the community wants will make it easier to change rates and fees or attract community participation. Overall, level of service goals shape management, operations and investment decisions at each level of the system.<\/p>\n<p>[\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=&#8221;1_2,1_2&#8243; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; width=&#8221;100%&#8221; locked=&#8221;off&#8221;][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;][et_pb_text _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;]<\/p>\n<p>Your whole program is based on service &#8211; Larry Covington, President, Picacho Mutual Domestic Water Association, Las Cruces, NM<\/p>\n<p>[\/et_pb_text][et_pb_video src=&#8221;http:\/\/youtu.be\/kYG3araVmcU&#8221; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221; border_radii=&#8221;on|25px|25px|25px|25px&#8221;][\/et_pb_video][\/et_pb_column][et_pb_column type=&#8221;1_2&#8243; _builder_version=&#8221;4.9.2&#8243; _module_preset=&#8221;default&#8221;][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Level of Service &nbsp; Level of Service (LoS) defines the types and amounts of service the system wants their assets to provide to their customers relative to the capabilities and limitations of the assets. Additionally, Level of Service indicates how a system will operate and maintain its assets to meet customer expectations. The level of service provided depends on the purpose of the system. Drinking water, wastewater and stormwater systems have levels of service specific to the outcomes desired by the customers (e.g., safe, reliable delivery of drinking water, consistent removal of wastewater treated and disposed in an environmentally protective manner, or stormwater handling that prevents flooding and protects the waterways.) Each system, or department within a system, should create a mission statement to define their overall purpose. The mission statement will guide the system in determining the services they provide. With a mission statement in place, staff need to create\u00a0Level of\u00a0Service goals which will help inform policies and procedures. The goals need to be developed within the context of the mission statement. Green assets often complement gray assets and contribute to meeting targeted level of service goals. Implementing level of service goals provides many benefits including: Providing a means [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_et_pb_use_builder":"on","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"class_list":["post-673","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Level of Service - Integrated Asset Management Framework<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Level of Service - Integrated Asset Management Framework\" \/>\n<meta property=\"og:description\" content=\"Level of Service &nbsp; Level of Service (LoS) defines the types and amounts of service the system wants their assets to provide to their customers relative to the capabilities and limitations of the assets. Additionally, Level of Service indicates how a system will operate and maintain its assets to meet customer expectations. The level of service provided depends on the purpose of the system. Drinking water, wastewater and stormwater systems have levels of service specific to the outcomes desired by the customers (e.g., safe, reliable delivery of drinking water, consistent removal of wastewater treated and disposed in an environmentally protective manner, or stormwater handling that prevents flooding and protects the waterways.) Each system, or department within a system, should create a mission statement to define their overall purpose. The mission statement will guide the system in determining the services they provide. With a mission statement in place, staff need to create\u00a0Level of\u00a0Service goals which will help inform policies and procedures. The goals need to be developed within the context of the mission statement. Green assets often complement gray assets and contribute to meeting targeted level of service goals. Implementing level of service goals provides many benefits including: Providing a means [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/\" \/>\n<meta property=\"og:site_name\" content=\"Integrated Asset Management Framework\" \/>\n<meta property=\"article:modified_time\" content=\"2026-08-20T18:01:38+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/swefc.unm.edu\/IAMFTest\/wp-content\/uploads\/2021\/02\/Level-of-Service.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"400\" \/>\n\t<meta property=\"og:image:height\" content=\"600\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/\",\"url\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/\",\"name\":\"Level of Service - Integrated Asset Management Framework\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/Level-of-Service-200x300.jpg\",\"datePublished\":\"2021-01-12T22:32:47+00:00\",\"dateModified\":\"2026-08-20T18:01:38+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/#primaryimage\",\"url\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/Level-of-Service.jpg\",\"contentUrl\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/wp-content\\\/uploads\\\/2021\\\/02\\\/Level-of-Service.jpg\",\"width\":400,\"height\":600},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/level-of-service\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Level of Service\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/#website\",\"url\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/\",\"name\":\"Integrated Asset Management Framework\",\"description\":\"Combining Green and Gray Assets\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/swefc.unm.edu\\\/IAMFTest\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Level of Service - Integrated Asset Management Framework","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/swefc.unm.edu\/IAMFTest\/level-of-service\/","og_locale":"en_US","og_type":"article","og_title":"Level of Service - Integrated Asset Management Framework","og_description":"Level of Service &nbsp; Level of Service (LoS) defines the types and amounts of service the system wants their assets to provide to their customers relative to the capabilities and limitations of the assets. 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