Specifications include, but are not limited to: • Review and establish a consistent definition of service levels (service level standards, service level assumptions, levels of service, etc.), differentiate from key performance indicators, identify the appropriate uses of service levels, and recommend consistent terminology for the water sector. • Review and document current national and international practices for the establishment of utility service levels, including the impetus and process for how they are established, and the different business functions included (e.g., water supply planning, water use planning, engineering, operations, water treatment, etc.). • Develop a guidance framework for utilities establishing their own water resource planning service levels that aligns with organizational performance goals and objectives (considering utility size, community types served, geographic region, financial and political drivers/constraints, climate change, and social equity, etc.). Include guidance for aligning capital investment decision-making with established service levels. • Develop guidance for engaging stakeholders during the service levels setting process and for internal and external communications to achieve better understanding and alignment of staff, the community, and service levels.
