Asset Management IQ

Section III: Level Of Service



A. Does the organization have a means of communicating to the customers, including communicating the goals of the Level of Service?
(Click on the answer that most accurately describes your situation...)

0 The organization does not communicate with the customers. (0 points)
The organization communicates through notices on billing statements, but does not inform the public of the Level of Service goals. (1 point)
The organization has done surveys or sought public input about Asset Management in general, but has not informed the public of the Level of Service goals or progress towards meeting those goals. (2 points)
The organization has a minimal program to inform customers of the Level of Service goals, but does not inform the public of progress towards meeting those goals. ( 3 points)
The organization has an active program to inform customers of the Level of Service goals and progress towards meeting those goals, but has no feedback mechanism for the customers to provide information to the organization. (4 points)
The organization has an active program to inform customers of the Level of Service goals and progress towards meeting those goals, and has a feedback mechanism for the customers to provide information to the organization. (5 points)

B. Does the organization have clearly defined Level of Service goals and are they aligned with customer expectations/desires?
(Click on the answer that most accurately describes your situation...)

0
The organization has goals but they are not written. (1 point)
The organization has some written goals but this process is not fully complete. Goals were not aligned with customer expectations/desires. (2 points)
The organization has clearly defined, written goals for the organization. They are well-known throughout the organization. They were not aligned with customer expectations. (3 points)
The organization has clearly defined, written goals for the organization. They are well-known throughout the organization. One or two goals were aligned with customer expectations. (4 points)
The organization has clearly defined, written goals for the organization. They are well-known throughout the organization. All goals were aligned with customer expectations. (5 points)

C. Does the organization meet current regulatory requirements and, if not, does it have a plan to meet these requirements in the future? Does the organization anticipate future regulatory requirements and their impact on operations and infrastructure needs?
(Click on the answer that most accurately describes your situation...)

0 The organization does not meet current regulatory requirements and currently has no plan to meet them in the future. (0 points)
The organization does not meet current regulatory requirements, but has a plan to meet them in the future. (1 point)
The organization meets current regulatory requirements or has a plan to meet theserequirements and has just begun to investigate future regulatory requirements.(2 points)
The organization meets current regulatory requirements or has a plan to meet these requirements and knows which and how future regulatory requirements are likely to impact the organization. (3 points)
The organization meets current regulatory requirements or has implemented a plan to meet these requirements. The organization has a clear plan to address the infrastructure and operational impacts of future regulatory requirements. (4 points)
The organization meets current regulatory requirements and has a clear plan to address the infrastructure and operational impacts of future regulatory requirements. (5 points)

D. Does the organization measure progress towards meeting the goals of the Level of Service?
(Click on the answer that most accurately describes your situation...)

0
The organization has a written set of Level of Service goals but does not measure progress towards meeting the goals. (1 point)
The organization has a written set of Level of Service goals and measures progress towards the goals on an ad-hoc or non-routine basis. (2 points)
The organization has a written set of Level of Service goals and measures progress towards goals on a defined, routine, periodic basis. There is no regular process toadjust the goals, make improvements or otherwise address the lack of meeting the goals. (3 points)
The organization has a written set of Level of Service goals and measures progress towards goals on a defined, routine, periodic basis. There is a process in place to regularly adjust the goals, make improvements or otherwise address the lack of meeting the goals. The progress towards goals is not communicated to the governing body of the organization. (4 points)
The organization has a written set of Level of Service goals and measures progress towards all goals on a defined, routine, periodic basis. The measurements are used to adjust goals, makeimprovements, and determine the progress of the organization. Progress towards goals is communicated to the governing body of the organization, who uses this information in decision-making processes. (5 points)

E. Does the organization analyze current and anticipated customer demands, including planning for future growth or population decline?
(Click on the answer that most accurately describes your situation...)

0 The organization does not analyze current or anticipated customer demands. (0 points)
The organization analyzes current demands but not anticipated demands. (1 point)
The organization analyzes current and future demands, and uses the information to plan infrastructure investments to accommodate future growth or population decline. Planning is for less than a 5 year horizon. (2 points)
The organization analyzes current and future demands, and uses the information to plan infrastructure investments to accommodate future growth or population decline. Planning is for a 5 to 9 year horizon. (3 points)
The organization analyzes current and future demands, and uses the information to plan infrastructure investments to accommodate future growth or population decline. Planning is for a 10 – 19 year horizon. (4 points)
The organization analyzes current and future demands, and uses the information to plan infrastructure investments to accommodate future growth or population decline. Planning is for a 20 year or longer horizon. (5 points)

0 Your Score For This Section
0 Your Cumulative Score