Once this data is examined on a monthly, quarterly, semi-annually, or annual basis, the utility can decide how well they are doing in meeting the goals of the LOS Agreement. There are several responses a utility can take after examining the goals:
  • Keep the goal the same
  • Raise the goal target level
  • Lower the goal target level
  • Eliminate the goal entirely
  • Revise the goal
If the goal was met, the costs of meeting the goal were within the normal operations, and customers were satisfied with the goal, the goal can be kept the same.

Goal target levels can be adjusted upward if it appears that the utility can consistently meet a higher level of service without additional cost and customers want this higher level. Goal target levels can be adjusted downward if the utility will have to hire more staff or otherwise increase costs to meet the goal and the customers would rather have a reduced level of service than pay the higher cost. Adjustments to external goals should be made in the context of customer dialogue, conversation, or feedback. Adjustments to internal goals can be made through discussions between management and operations staff with approval by the governing body.

If the utility determined that the particular goal provided very little benefit to the operations or management of the utility and was not of particular interest to customers, the goal can be eliminated. If the goal was reasonable, but not properly stated or not clearly understood, the goal can be adjusted.

At a minimum, a review of all goals, including consideration of adjusting the goals or target levels should be undertaken on an annual basis. An example of a chart showing goals and progress towards those goals is contained in Appendix B. This example is from Johnson County, Kansas.

We send out monthly reports and quarterly manager reports.
--Stacy Gallick, Johnson County, KS