Asset Management

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Customer Level of Service Assessment

  • 1.  Customer Level of Service Assessment

    Posted 27-01-2021 10:53
    Seeking advice if organisations have generated and used surveys to assess customer levels of service expectations for infrastructure assets

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    Graeme Hawes
    Mackay Regional Council
    Manager Technical Services
    MACKAY
    Australia
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  • 2.  RE: Customer Level of Service Assessment

    Posted 28-01-2021 20:38

    Hi Graeme,

     

    IPWEA's Yardstick Surveys program does exactly this for the parks activity.  It uses an intercept methodology asking parks users while they are on the park how they would score the importance of certain assets and services are (e.g. furniture, toilets, shade, paths, safety etc), and then how satisfied they are with these same assets and services.  The difference between importance and satisfaction represents the service level gap.

     

    IPWEA Parks Management Practice Note 10.3 – Levels of Service has some good information on different consultation techniques, and there are some to aim for, and others to avoid in trying to find out the answers you might be after.  Summarised these are:

     

    1. Voluntary survey – don't do this, as only axe grinders/squeaky wheels are motivated to respond
    2. Phone surveys – expensive, and again most people aren't interested in responding, so you don't hear the views of the large majority of the community
    3. Intercept surveys – good to hear from actual users, and will represent a wide cross section of the community
    4. Focus group – the best method, providing the make-up is representative of the community. You can have informed and detailed discussions using this approach

     

    You could combine methods 3 and 4.  During method 3, ask if people would like to have more input in a focus group, and with some incentives, you should get good representation for method 4.



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    JaysonKellyXyst Australia Pty Ltdjayson@xyst.biz
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  • 3.  RE: Customer Level of Service Assessment

    Posted 02-02-2021 15:27
    Jayson

    Thanks yes we are part of the Yardstick Program for Roads and Drainage assets but this is really a technical level assessment of requirements. WE are seeking a method and or survey to assess what the community expectations of LOS for these assets are and willingness to fund both operational and capital projects as this LOS has to be traded off against the Technical LOS requirements for funding these operations

    Consultation methods thanks for the advice

    Do you have examples of surveys used for the Parks assets that you can share?

    Graeme Hawes

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    Graeme Hawes
    Mackay Regional Council
    Manager Technical Services
    MACKAY
    Australia
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  • 4.  RE: Customer Level of Service Assessment

    Posted 04-02-2021 12:16
    Hi Graeme,

    looking back at Brian Milne's email to me he tipped me off you were members of the Roads program, I must have skipped over it! I will send you a copy of the Yardstick Parks Surveys questionnaire via your work email.

    FYI we piloted a Yardstick Stormwater last year, and will be considering making this live in 2021 subject to feedback from the pilot councils.

    We were commissioned last year to develop Geelong's levels of service for their Roads operation, and it was going to include public consultation but COVID knocked that on the head.  Our approach was to do intercepts surveys by randomly selecting a sample of roads based on the road hierarchy (local, collector etc), and to do door to door interviews at those locations.  This could work for you also as an approach.

    Keep an eye out for my email.

    Regards,

    Jayson

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    [Jayson][Kelly][Xyst Australia][Director][jayson@xyst.com.au]
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  • 5.  RE: Customer Level of Service Assessment

    Posted 01-02-2021 10:25
    I would be interested to hear back on this too. We are starting to get more interest from our Council in getting customer feedback on our different asset groups. Some ideas brought up were survey inserts into utility bill envelopes. I have heard of web-based software programs such as Yardstick as being possible options for Parks/Facilities/Road assets. Curious about what others utilize or had luck with.

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    Karstin Mitchell
    City of North Battleford
    Asset Management Coordinator
    North Battleford SK
    Canada
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  • 6.  RE: Customer Level of Service Assessment

    Posted 01-02-2021 10:25

    Hi Graeme

    The first thing to think about is who the users are (what style of communication suits them and when they are available). That will determine the best method of communicating with them.

    Secondly, the type of asset determines the target groups who rely on it. So for footpaths for example, it's really important to get people with a disability who rely on them. For sports, there will be clubs and peak bodies for example who will inform expectations related to specific assets.

     

    Different demographic groups require different methods of invitation and opportunities for feedback.

    We would typically do online surveys that are promoted through different mediums to target different people.  These enable you to cross tab answers by demographic profile, for example by age group and gender.

     

    Forums are very expensive to run, and time-consuming for participants. They have a very narrow reach unless you have a forum for each user type and demographic group.

    We often promote the opportunity to provide feedback via Facebook and posters on-site with QR codes for example. You can email links to an online survey to member groups or those who have registered on your Council you say platform, as well run an intercept survey.

    If the Council has an online engagement platform with a large number of registered users, it isn't a bad idea to use that to ascertain expectations from non-users around certain types of assets. As many people may not be users because the assets don't meet their needs.



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    [Sally ] [Jeavons]]
    [Director]
    [@leisure Planners ]
    [Melbourne ]
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  • 7.  RE: Customer Level of Service Assessment

    Posted 02-02-2021 15:27
    Thanks

    Certainly Council has engagement platforms available but I was more interested in content of surveys to flesh out for different asset types details that can be compared with the Technical LOS we currently have

    the form of the questions would need to be framed to extract the required information but framed in a way the general community can decipher

    Graeme Hawes

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    Graeme Hawes
    Mackay Regional Council
    Manager Technical Services
    MACKAY
    Australia
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