Case study 5.9

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

Hutt City Council – Taking a range of factors into account in developing levels of service, and tracking them over time makes performance management real

Performance expectations for the water supply service are detailed by Hutt City Council and the service management company, Capacity Infrastructure Services Limited, in each asset management plan. These "activity standards" provide a clear link between community outcomes and council objectives, and works programmes. The activity standards cover the following service categories:

  • service quality;
  • customer focus;
  • cost-effectiveness;
  • environmental performance; and
  • legislative compliance.

This approach provides the Council with a high degree of confidence that the water supply network is achieving the desired level of service, and is making a meaningful contribution to the community’s well-being.

An example of performance over time – Some indicators of customer focus


overall customer satisfaction

response to distruptions

water supplpy reliability