Sharp, R.; Manners, P.; Moore, B.; Rodrigues, D.; (2015) Service Performance Indicators for Infrastructure Investment. In: Dolan, T. and Collins, B., (eds.) International Symposium for Next Generation Infrastructure Conference Proceedings: 30 September - 1 October 2014 International Institute of Applied Systems Analysis (IIASA),Schloss Laxenburg, Vienna, Austria. (pp. pp. 103-107). UCL STEaPP: London, UK.

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Abstract

Infrastructure systems serving modern economies are highly complex, highly interconnected, and often highly interactive. The result is increased complexity in investment decision-making, and increased challenges in prioritising that investment. However, this prioritisation is vital to developing a long-term, sound, robust and achievable pipeline of national infrastructure. One key to effective, objective and prudent investment prioritisation is understanding the real performance of infrastructure. Many metrics are employed to this end, and many are imposed by governments or regulators, but often these metrics relate only to inputs or outputs in a production process. Whilst these metrics may be useful for delivery agencies, they largely fail to address the real expectations or requirements of infrastructure users — quality of service, safety, reliability, and resilience. What is required is a set of metrics which address not outputs but outcomes — that is, how well does the infrastructure network meet service needs? This paper reports on a study undertaken at a national level, to identify service needs across a range of infrastructure sectors, to assess service performance metrics in use, and to show how they or other suitable metrics can be used to prioritise investment decisions across sectors and jurisdictions.

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