Levels of service

Quality control assessment for numerous types of assets

Levels of service (LOS) is a term in asset management referring to the quality of a given service. Defining and measuring levels of service is a key activity in developing infrastructure asset management plans. Levels of service may be tied to physical performance of assets or be defined via customer expectation and satisfaction. The latter is more service-centric rather than asset-centric. For instance, when measuring the LOS of a road, it could be measured by a physical performance indicator such as Pavement Condition Index (PCI) or by a measure related to customer satisfaction such as the number of complaints per month about that certain road section. Or in the case of traffic level of service, it could be measured by the geometry of road or by travel time of the vehicles, which reflects the quality of traffic flow. So, levels of service can have multiple facets: customer satisfaction, environmental requirements and legal requirements.

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