Case study 3.9

Asset management for public entities: Learning from local government examples.

Auckland City Council – Clearly putting levels of service into a performance framework makes them an integral part of the way the organisation manages

The levels of service for the Council’s road network are clearly expressed in plain English – making it easy for the public to understand what they can expect. A suite of performance measures are set out against these service level statements. This is a good format – clear and easy to understand.

A series of headings – about service level statements, community outcomes, links to strategies, customers, values, performance measures, asset contributions, potential improvements, and financial impact – make it clear in one page how asset management fits the Council's performance framework.

Auckland City Council's road network levels of service

Our Road Network services
Service level statements
  • Roads are safe to use and provide a comfortable and reliable means of travel.
  • Stormwater is removed efficiently from road surfaces.
  • Bridges and related structures are designed and maintained to provide safe access across the network.
  • Road markings are maintained to provide clear delineation and direction for roads, parking, cycle, and bus lanes at all times.
  • Traffic signals are designed and maintained to improve traffic flow in the roading network.
  • Appropriate signage is maintained to enable safe and efficient wayfinding across the transport network.
  • Adequate street lighting is maintained to enable safe and easy night driving on all urban streets.
Contributing to the
community outcomes
This service level directly enables the following two community outcomes:
  • Aucklanders have real transport choices; and
  • Auckland is safe (e.g. well sign-posted).
Also, this service level contributes indirectly to the following three community outcomes:
  • Aucklanders are healthy;
  • Auckland is well cared for (e.g. road renewal); and
  • Auckland is a great place for business.
Linking to Auckland
City's strategies
This service level contributes to the following strategy:
  • Providing transport choices – as Auckland continues to grow, Aucklanders have lasting transport choices that minimise negative impacts on the future.
Who are our customers? Customers of this service are:
  • public transport users;
  • pedestrians and cyclists; and
  • car, truck, and taxi users.
Core customer values The core customer values this service aims to provide are:
  • safety;
  • quality; and
  • quantity.
Performance measures Kilometres of road surface renewed annually.
  • Percentage of roads that score three or better on the AMEM* environmental survey.
  • Percentage of major intersections with clearly visible street name plates.
  • Percentage of users satisfied with the quality and comfort of ride on sealed roads.
*AMEM: Asset management effectiveness measures.
Our current
performance and
planned targets
Percentage of roads in
moderate condition or
70% 70% 71% 72% 73% 75%
Percentage of roads
in moderate condition
or better on AMEM*
Traffic Environment
78% 78% 79% 80% 80% 80%
Percentage of major
intersections with
clearly visible street
name plates
Future targets will be determined once surveys confirm current performance.
Ride quality and
Future targets will be determined once surveys confirm current performance.
The infrastructure assets
that contribute to this
service level
The following infrastructure assets contribute to the delivery of this service level:
  • the road carriageway – including the surface and sub-surface materials;
  • structures – including bridges, culverts, retaining walls, and seawalls;
  • signs and road marking;
  • traffic signals and associated control structures;
  • street lighting; and
  • road drainage system (kerb and channel, catchpits, soakholes and treatment devices).
Each of these assets has technical performance measures defined – these are presented in Appendix 2.1.

These technical measures govern the operations, maintenance, and renewal of our infrastructure.
Potential improvements
in service level
Planned service level improvement projects and programmes of work include:
  • the Central Connector;
  • the AMETI* project;
  • Hauraki Gulf Island wharf and retaining wall programme;
  • Sandringham Road/Cricket Avenue projects;
  • Great Barrier resealing programme; and
  • ongoing programme of safety works.
For more details, please refer to Appendix 2.1.

* AMETI: Auckland-Manukau Eastern Transport Initiative.
Financial impact of
service level changes
The total for the 10 years 2009-2019 is estimated at $124 million.