Developing Levels of Service & Performance Measures Guidelines


The latest guidelines from the NAMS Group. The guidelines present a process for organisations to make levels of service decisions that best reflect customer/community needs.  The guidelines are focused on both asset based and non-asset based activities.

The guidelines explore understanding customer needs and debating options to decide on the right service level.  Guidance  is given on documenting  service levels and developing performance measures, including activity specific sections and best practice examples.  

Whilst the guidelines were initiated by NZ Local Government, and have most direct relevance to public sector organsiations,  the practices of service level definition and consultation have wider application.

Specific sections cover:

  • Parks and Aquatic Facilities
  • Storm water, Land Drainage and Flood Protection
  • Water and Wastewater
  • Transportation and Pedestrian Facilities
  • Property and Community Facilities
  • Solid Waste
  • Other Government Services

To view the guidelines Introductory Section - Click Here

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