[et_pb_section fb_built=”1″ custom_padding_last_edited=”on|tablet” _builder_version=”4.16″ _module_preset=”default” positioning=”none” horizontal_offset_tablet=”” horizontal_offset_phone=”” horizontal_offset_last_edited=”on|tablet” custom_margin=”0px||||false|false” custom_margin_tablet=”” custom_margin_phone=”” custom_margin_last_edited=”on|desktop” custom_padding=”0px|||0px|false|false” custom_padding_tablet=”|||25px|false|false” custom_padding_phone=”” da_disable_devices=”off|off|off” global_colors_info=”{}” custom_padding__hover_enabled=”on|desktop” custom_padding__hover=”0px|||0px|false|false” theme_builder_area=”post_content” da_is_popup=”off” da_exit_intent=”off” da_has_close=”on” da_alt_close=”off” da_dark_close=”off” da_not_modal=”on” da_is_singular=”off” da_with_loader=”off” da_has_shadow=”on”][et_pb_row _builder_version=”4.16″ _module_preset=”default” width=”100%” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”4_4″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n
<\/span><\/p>\n As discussed in the<\/span><\/span>\u00a0<\/span><\/span><\/span>Developing Level of Service Goals<\/span><\/span>\u00a0<\/span>section, goals should be written such that they are measurable so that progress towards meeting these goals can be tracked over time. Tracking goals should be manageable and kept at a level that utility staff can handle. For example, progress towards goals can be tracked monthly for some goals, quarterly for others, or annually for goals that are time-consuming to track. The most important aspect is to track the goals on a routine basis and report the collected data to elected officials, upper management, and\u00a0<\/span><\/span>the customers<\/span>. Tracking can be done with something as high-tech as a\u00a0<\/span><\/span><\/span>Computerized Maintenance Management System<\/span><\/span>\u00a0<\/span>or as simple as a sp<\/span><\/span>readsheet. When\u00a0<\/span><\/span>determining<\/span>\u00a0<\/span>how often to track a particular goal, system staff should consider:<\/span><\/span><\/p>\n \u00a0<\/span>\u00a0<\/span>The frequency with which a system tracks an individual goal should match the frequency of data availability. For example, if a utility wants to track water pressure throughout the distribution system monthly, but operators only measure the pressure once a quarter, something needs to change. Either the utility needs to change the way it\u00a0operates\u00a0by taking monthly readings, or the goal should be evaluated quarterly as data is available.<\/span>\u00a0<\/span><\/p>\n Similarly, the frequency of communication with customers can be used to set the\u00a0time frame\u00a0for tracking a goal. If a utility has an annual meeting with its community members and the goal can be communicated annually, its tracking can occur on an annual basis, or cumulatively throughout the year. If a utility has a quarterly newsletter, then a goal may be tracked on a quarterly basis to provide information for the newsletter.\u00a0<\/span>\u00a0<\/span><\/p>\n Lastly, the system should consider how often it is possible to make measurement adjustments to the goal. If adjustments can only be made on a quarterly basis, then measuring the goal monthly is too frequent and an annual basis is not often enough. An example of this type of situation is the following:<\/span>\u00a0<\/span><\/p>\n Assume t<\/span>he utility has set a goal of responding to breaks within 6 hours during normal business hours. The system has a contract with an operator to respond to breaks, and the system can only change the contract on an annual basis. In this scenario, even if the system finds that one contract operator cannot meet the goal of 6 hours after the first quarter, it\u00a0<\/span>won\u2019t<\/span>\u00a0be able to make an adjustment until the end of the year, when it comes time to renew the contract.\u00a0<\/span>In this case, measuring annually or semi-annually makes more sense than measuring monthly.<\/span><\/span>\u00a0<\/span><\/span><\/span><\/span><\/p>\n \u00a0<\/span>\u00a0<\/span>There should be a balance between the resources it takes to gather the data in a usable format to measure progress, and the importance of having the data. If a goal\u00a0will take\u00a0a significant amount of time to collect and analyze, but it is not a significant goal, it is\u00a0probably worth\u00a0a closer look and\u00a0possibly rewriting\u00a0or\u00a0eliminating\u00a0the goal.\u00a0<\/span>\u00a0<\/span><\/p>\n \u00a0<\/span>\u00a0<\/span>An example of goals and tracking is shown\u00a0in the table below:<\/span><\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n [\/et_pb_text][dvmd_table_maker tbl_row_header_count=”0″ tbl_chead_cell_color=”#2ea3f2″ _builder_version=”4.27.6″ _module_preset=”default” tbl_tcell_text_font_size=”16px” tbl_chead_text_font=”|700|||||||” background_color=”#000000″ border_width_all=”2px” border_color_all=”RGBA(0,0,0,0)” locked=”off” global_colors_info=”{}” border_width_all__hover=”2px” border_width_all__hover_enabled=”on|hover” theme_builder_area=”post_content”][dvmd_table_maker_item col_label=”Goal” col_content=”Goal Unusual wet weather conditions caused extra backups Once this data is examined on a monthly, quarterly, semi-annually, or annual basis, the utility can decide how effective they are in meeting established goals. There are several possibilities for each goal:<\/span>\u00a0<\/span><\/p>\n If the goal was met:<\/span><\/b>\u00a0<\/span><\/p>\n The utility can decide if any further action is required. If the utility is consistently much better than the goal, there are a few possibilities. The utility can:<\/span><\/p>\n If the goal was missed:<\/span><\/b>\u00a0<\/span><\/p>\n Staff can\u00a0determine\u00a0if any actions should be taken to allow the utility to meet this goal. The system can:<\/span><\/p>\n If there were issues outside of the utility\u2019s control:<\/span><\/b>\u00a0<\/span><\/p>\n It is worthwhile to\u00a0determine\u00a0how important it is to continue to meet a particular goal in this type of event. For example, if the goal is reliability (e.g., \u201cNo customer will be without water for more than 4 hours\u201d) and a massive power outage caused customers to be without water for a few days, the utility may want to investigate emergency generators as an option to prevent future disruptions. If, on the other hand, the goal was \u201cthe utility will respond in person to all customer complaints related to water quality within 24 hours\u201d and the response required an in-person follow-up, this type of goal is unlikely to be met during a pandemic, such as COVID. It might be determined that the goal can be changed during the pandemic to say that follow-up will now be virtual instead of in-person. The goal may also have to be revised in terms of the time for response, as the pandemic may affect the availability of staff to respond.\u00a0\u00a0<\/span>\u00a0<\/span><\/p>\n Any adjustments to target levels or goals themselves should be made through careful consideration of data related to the goal and target levels, as well as conversations with\u00a0appropriate stakeholders.<\/span><\/p>\n At a minimum, a review of all goals should be undertaken on an annual basis. If the utility tracks information\u00a0regarding\u00a0how well it is meeting the level of service criteria on a regular basis, it can use this information to prepare an annual report\u00a0regarding\u00a0how well the utility met these criteria over the course of a year. This information can be presented to the customers at an annual meeting or newsletter so that customers are aware of how well the utility met the overall goals. A meeting would also be an opportunity to discuss any changes needed, based on the data tracked. Decisions on changes to the level of service goals will directly\u00a0impact\u00a0customers, so it is important to use the opportunity of an annual meeting to discuss the potential options with them. If there is no annual meeting, customer feedback can be gathered through online polls or other similar means.\u00a0<\/span>\u00a0<\/span><\/p>\n \u00a0<\/span><\/p>\n [\/et_pb_text][et_pb_divider _builder_version=”4.27.6″ _module_preset=”default” theme_builder_area=”post_content” hover_enabled=”0″ sticky_enabled=”0″][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.16″ _module_preset=”default” width=”100%” locked=”off” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n “Tracking should not be overwhelming for staff<\/em> “- Kevin Campanella, P.E., Assistant Director, Asset Management, Department of Public Utilities, City of Columbus, OH<\/p>\n [\/et_pb_text][et_pb_video src=”https:\/\/youtu.be\/QEXEahtb3F0″ _builder_version=”4.16″ _module_preset=”default” border_radii=”on|25px|25px|25px|25px” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_video][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” custom_padding=”||0px||false|false” hover_enabled=”0″ global_colors_info=”{}” theme_builder_area=”post_content” sticky_enabled=”0″]<\/p>\n “Using qualitative and quantitative benchmarking methods”<\/em> \u2013 Frank Roth, Sr. Policy Manager, Chair of AM Steering Committee, Albuquerque Bernalillo County Water Utility Authority, Albuquerque, NM<\/p>\n [\/et_pb_text][et_pb_video src=”https:\/\/youtu.be\/6g-hUxmm6kI” _builder_version=”4.27.6″ _module_preset=”default” custom_margin=”-20px||||false|false” border_radii=”on|25px|25px|25px|25px” global_colors_info=”{}” theme_builder_area=”post_content”][\/et_pb_video][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":" Tracking Level of Service Goals As discussed in the\u00a0Developing Level of Service Goals\u00a0section, goals should be written such that they are measurable so that progress towards meeting these goals can be tracked over time. Tracking goals should be manageable and kept at a level that utility staff can handle. For example, progress towards goals can be tracked monthly for some goals, quarterly for others, or annually for goals that are time-consuming to track. The most important aspect is to track the goals on a routine basis and report the collected data to elected officials, upper management, and\u00a0the customers. Tracking can be done with something as high-tech as a\u00a0Computerized Maintenance Management System\u00a0or as simple as a spreadsheet. When\u00a0determining\u00a0how often to track a particular goal, system staff should consider: How often do we need to report this type of information to elected officials, the board, or decision makers? How often do we need to communicate with our customers to meet this goal? How\u00a0frequently\u00a0will the data we need for these communications be available? How often will it be possible to\u00a0make adjustments\u00a0if we find\u00a0we\u2019re\u00a0not meeting the goal? How much time will it take to get the\u00a0data for\u00a0tracking? How will any changes\u00a0impact\u00a0our resources? \u00a0\u00a0The frequency […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":920,"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-931","page","type-page","status-publish","hentry"],"yoast_head":"\n\n
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Table 2: Level of Service Goals Tracking<\/h5>\n
\nLess than 3 odor complaints per month
\nFewer than 4 sewer backups per quarter
\nRemove trash and debris from large bioretention installations once a month” col_chead_cell_color=”#2ea3f2 ” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/dvmd_table_maker_item][dvmd_table_maker_item col_label=”Target Level” col_content=”Target Level
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\nNot enough staff to do the maintenance for all large installations” _builder_version=”4.16″ _module_preset=”default” global_colors_info=”{}” theme_builder_area=”post_content”][\/dvmd_table_maker_item][\/dvmd_table_maker][et_pb_text _builder_version=”4.27.6″ _module_preset=”default” text_font_size=”16px” custom_padding=”4px|||||” global_colors_info=”{}” theme_builder_area=”post_content”]<\/p>\n\n
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