AP771 Msc URBAN INFRASTRUCTURE AND MANAGEMENT

FACULTY OF ARCHITECTURE, PLANNING, & SURVEYING

UNIVERSITI TEKNOLOGI MARA SHAH ALAM
UDM 716 URBAN INFRASTRUCTURE & ASSET MANAGEMENT

LEVEL OF SERVICES (LOS)

PREPARED BY:
MOHD AMIRUL HAKIM BIN ZAMRI
2015341645
PREPARED FOR:
ASSOC. PROF. HJ ZAKARIA BIN AHMAD
SESSION : Sept 2016 Jan 2017

1.0 Introduction
This report in for an assignment of UDM 716 Urban Infrastructure and
Management. It prepared to review the Level of Services (LOS).
Basically asset management is about service delivery at certain level of service at the
minimum lifecycle cost. LOS related closely to capacity and often confused with it is
service volume.
2.0 Definition of Level of Services (LOS)
The level of service (LOS) is a combination of indicators that reflect the
social and economic goals. LOS including any of these following parameters which are
safety, customer satisfaction, quality, quantity, capacity, reliability, responsiveness,
environmental acceptability, cost, and availability. Other than that, LOS can be defined

as the service quality for the particular activity. It can be defined in a number of ways,
including by the time taken to respond to a particular problem defect or request. It also
often documented as a commitment to carry out a given action within a specified time
frame and quality.
LOS is related to :
a) Reliability of services
It basically the ability of an product, tools, machine, activity, system or service that
consistently perform as intended or required function or mission, on demand and for a
specified period of time without degradation or failure.

Examples : - this vehicle have warranty up to 40,000 miles or 3 years (whichever come
first
- the mower has a lifetime warranty

b) Quality of services
It is an evaluation of how services are delivered in accordance with customer
expectations. The business operator or services provider should check and assess the

quality standard of related devices or machine or services regularly to ensure the

service gives are up to the standard, to quick identify the problems and to better assess
customer or client satisfaction.

c) Quantity of services
Is the term used to describe the total amount of goods and services demanded of any
given point in time. It depending the price of the service in the market.

d) Safety or risk or security

Safety and security factor is important in all types of service and business. the operator
or business provider should take into account and comply with the standards and
policies in their respective fields and to reduce the risk of accidents, whether to
customers, assets property and the public

3.0 Why need LOS?

LOS is important because it assist the decision making and investment
planning related to planning, development, operation, maintenance, rehabilitation, and
replacement of municipal infrastructure. It also promote a good practice, sustainable
development, and environmental stewardship. Defining service levels is a key step in
drafting an Asset Management Plan (AMP) . Other than that, LOS facilitate community
involvement and a public sense of ownership, and incorporate community values. The
obvious benefits in achieving and maintaining levels of service include health and
safety, physical/natural development, economic/social development, quality of life/living
standards and reducing life cycle cost.

Contoh

4.0 Delivery of LOS

Delivery of Levels of Service

The ongoing linkage between the various action or activities are
required for developing the level of services. It is requires a series of activities or

programs or actions that overlap one another and yet establish the standard level of
services. Below is a short description for each activities/ action :
a) Asset understanding
To understand and identify the basic information of existing assets in term of physical
condition, the background, location, volume, length and others. The operator also need
to find out about when was the asset constructed/rehabilitated/replaced, the assets life
expectancy and available benchmarking.
b) Consultation / Communication
Consultation with the users of the assets establishes perceptions of the acceptability of
existing levels of service and user willingness to pay for either a higher or lower service
level. Consultation/communication includes the identification of key stakeholders and
the effectiveness of current methods of obtaining user assessments of levels of service.

c) Strategic alignment
Generally set the levels of service the community wants and is willing/able to support
financially. These goals should reflect the values of the community, but may be directed

by certain legislative/regulatory requirements.

d) Risk tolerance

Risk tolerance is the needs to be understanding when decisions on levels of service

are taken. Finances or the lack of funding may require a compromise that could affect
services provided. The community must be aware of this exposure to risk and
determine its level of comfort and willingness to accept that risk.

d) Financial consideration
In many circumstances, the service level is determined by the willingness of
consumers to pay. Exceptions may be regulatory requirements that legally require
people to provide certain minimum levels of service. For examples certain water and
wastewater treatment minimum standard. To deal with financial realities, it is necessary
to know the cost associated with varying level of service, to understand the financial
resources available to provide service with certain standard, assess user willingness to
pay, understand the implications of not achieving certain levels of service and
understand life cycle cost implications of implementing specific levels of service.

6.0 Type of LOS

Community service level is synonym with strategic level of

Community
Service

service. it is concerned with customer outcomes but also

relates to how an organization describes these services

level

It used regularly within Local Government asset management

maintenance

circles. maintenance service level is a service level

Service

associated with a maintenance activity. It also can be defined

level

as a measure of a service delivered by a business unit

responsible for maintenance.

operational

describes the responsibilities of each internal support group

Service

toward other support groups, including the process and

level

timeframe for delivery of their services.

Type of
LOS
renewal
Service

A renewal service level is a service level that associated with

a renewal activity.

level
Strategic service level concern with customer outcomes but
Strategic

also relates to how an organization describes these services.

Service

The example of strategic service levels applies within the

level

organization, chartered with delivering the service. require a

means of monitoring and controlling the service level delivery.

This controlling mechanism is referred to as a Service level
Agreement

Technical
Service
level

is a service level associated with the physical characteristics

of an asset. Some Councils that use the term technical
service level use the term "community service level" to
describe service levels of a less technical nature.

References
Level of services Retrieved 13th October 2016 from http://lgam.wikidot.com/level-ofservice
Federation of Canadian Municipalities and National Research Council (2003) ,
Developing Levels of Service
Service quality. Retrieved 13th October 2016 from
http://www.businessdictionary.com/definition/service-quality.html
Reliability Retrieved 13th October 2016 from http://asq.org/learn-aboutquality/reliability/overview/overview.html