The Institute of Public Works Engineering Australasia New Zealand Division and the Institute of Public Works Engineering Australasia are pleased to share that the International Infrastructure Management Manual (IIMM) section 2.2 Levels of Service has now been updated. If you already subscribe to the IIMM, these updates are available to you now. To find out more about IIMM subscriptions click here

The e-IIMM was released in November 2020 with a commitment to regular updates.  The IIMM Technical Working Group has completed these updates to section 2.2 as part of an ongoing work programme. This programme maintains the IIMM at the forefront of industry practice and its alignment with ISO standards and other IPWEA guidance. 

The Technical Working Group members are:

  • Kathy Dever-Tod 
  • John Howard
  • Steve Verity
  • Steven Browning
  • Mike Curry
  • Lisa Roberts

The objectives of the update were to:

  1. Review the relevance of all content and case studies
  2. Provide additional guidance and new case studies on developing Level of Service Options and costs, and engaging with customers.
  3. Review content of additional case studies.


Section 2.2 Levels of Service has been reviewed and updates have been made to approaches and terminology. Greater clarity has been given to outline approaches for defining and measuring levels of services. Further to this, guidance has been provided on developing and costing level of service options.

As well as providing clarity around approaches and terminology, new case studies have been added to the section. These cover Level of Service frameworks as well as sharing examples of the linkage between customer and technical measures. Case studies also touch on Levels of Service options for community consultation.

The new case studies are:

  • KPI Development and Reporting for Highways
  • Bringing AM Out of the Closet – Developing an AM Strategy for Critical Nuclear Facilities
  • Embracing Zero Waste in Matamata-Piako District
  • A Risk-Based Approach for Pipe Renewals Forecasting
  • Digital Asset Management Plans and Level of Service Scenarios

About Levels of Service

Levels of service are the means of defining the outcomes and outputs that customers can expect from asset-based activities, measured through achievement of defined performance measures and targets.  The asset manager must provide good information on trade-offs between levels of service, risks and costs to enable decision-makers to make informed decisions when evaluating level of service options.  Effective customer and stakeholder engagement uses a variety of consultation methods to understand customer priorities and willingness-to-pay for different level of service options.

Infrastructure assets exist primarily to support the delivery of a service. Developing, monitoring and reporting levels of service is crucial for asset-owning organisations to achieve their objectives. Levels of service management is not just good business practice; it is fundamental to good asset management.

Developing a level of service framework requires close collaboration across the organisation and engagement with key stakeholders and customers outside the organisation.  Asset, service, financial managers and others have a role in the processes described in this Section.

New Levels of Service Digital Badge – AM 431

To support these updates, IPWEA NZ are developing a new digital badge that builds on the Asset Management Essentials and 300 series digital badges. It will enhance your understanding of levels of service, explore the processes involved, and the “how-tos” of developing a levels of service framework for your organisation. Find out more and register your interest for the badge!