ASSET MANAGEMENT ALIGNING ASSETS WITH COMMUNITY VALUES TO DELIVER CUSTOMER LEVELS OF SERVICE. Oakwood 59 Sustainable Design

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1 ASSET MANAGEMENT ALIGNING ASSETS WITH COMMUNITY VALUES TO DELIVER CUSTOMER LEVELS OF SERVICE

2 Community values Legislative requirement and best practice imperative Local Government Act, 1993 and Local Government Amendment (Planning and Reporting) Bill (NSW) 2009 Queensland Asset Management Advancement Program 2009/10 (2010)

3 Levels of service Technical Legislative Customer

4 Integration of community values in public space asset management planning What are public space assets?

5 Public space asset

6 Public space assets

8 Quality public spaces What is quality public space? Parks, open space and connecting corridors 1. Types of spaces 2. Location 3. Fit for purpose 4. Provision is ethical and fair

9 Methods Framework - Environment and behaviour field Review of open space asset management plans across Australia

10 Evaluation criteria Does the plan show linkages to corporate policy and strategy? Does the plan describe measures of success? Is there evidence of the incorporation of community values?

11 An argument for a new research approach? Range of technological tools include eg Ipads and images Surveys

12 Site visit Desire line

13 Customer levels of service Sources of information Highly localised Customer response management system Councillor and management directions Letters to Council Strategic Community Priorities Surveys Corporate strategic planning directions Recreation needs and demand surveys

14 Community surveys Site specific Preparation for design brief Part of design process Surveys On site Telephone Internet Postal

15 Public space - gardens

17 Is there value in numbers? Site 1 Site 2 Overall how satisfied are you with this area? Ranking of park attributes 45% Moderately or extremely satisfied 42% Extremely or very dissatisfied Only 1 characteristic ranked above 4 89% Moderately or extremely satisfied 3% Extremely or very dissatisfied All but 1 characteristic ranked above 4

18 On line survey park role

19 On line survey park elements

20 On line survey park elements

21 Levels of service How do we translate community values in public space into customer levels of service?

22 Tools for determining levels of service Surveys, customer response systems, and maintenance systems Using customer levels of service as a proxy for technical the level of service? Iterative

23 Or identifying data you already have? Existing information should exist as part of the design process

24 Asset management and service delivery inputs Technical level of service Customer level of service level Asset management and service delivery Other factors Legislation and standards

25 Level of service meets criteria Technical level of service Criteria 1 Criteria 2 Criteria 3 Customer level of service Criteria 1 Criteria 2 Criteria 3

26 Recap Customer level of service is possible for assets in the public domain Not onerous Can be developed within existing Council business activities

27 Good asset management = quality public space 1. Problem data gaps 2. Literature Review 3. Data results 4. Conclusions Evidence 5. Action

28 Julie Nimmo