Level of Service

Level of Service (LOS) refers to the intended goals of the utility, with consideration for the role and function of utility infrastructure assets and how they are expected to perform. LOS consideration may involve whatever components, services and goals the utility and customers deem appropriate, provided all regulatory requirements are met. 

LOS consideration may involve whatever components, services and goals the utility and customers deem appropriate, provided all regulatory requirements are met.  LOS goals are essential to establishing which assets are prioritized in the AM Program and these goals should be tracked to ensure that the utility’s objectives and service standard are being met. The goals should be updated, as needed, to account for changes such as growth, regulatory requirements, and/or technology improvements.

LOS Goals can be, but are not limited to, the following areas:

• Customer Service/Accountability;
• Energy/Water Efficiency and Conservation;
• Social and Environmental Considerations.

LOS Goals may include a focus on system quality control and service quality:

1. System-related – These goals define utility operations and are derived from the technical knowledge, experience, professional standards and training of the utility owner/operator. Examples of these types of goals include:
   
   
   • Maintenance Scheduling;
   • Safety and Security;
   • Proper Staff Certification;
   • (Reduction in) Number of pipe breaks per mile;
   • (Reduction in) Non-revenue (“unaccounted–for”) water losses.
     
     
2. Customer-facing – Such goals directly impact customers. The basic question a utility should ask when addressing external goals is “What do customers want or expect?”  Examples of these types of goals are:
   
   
   • Cost of Service/Rates;
   • Response time for water outages or sewer backups;
   • Response time for customer complaints;
   • Water savings from water conservation;
   • Water pressure consistency