Common Levels of Support
What is it?
“Common Levels of Support (CLS)” is the Army’s coordinated strategy for transforming installation services management by focusing on service delivery costs and performance. CLS will bring a corporate management discipline to installation management, an Army goal with the centralization of installation management in October 2002 under the Installation Management Command. Through CLS, the Army expects to achieve these objectives:
- Standardized installation services. Installation customers receive the same elements of service, to the same level of service, regardless of the installation at which they are located (flexible for unique missions or geographic or demographic considerations).
- Accountability for service delivery performance. Garrisons report service delivery performance quarterly and are held responsible for meeting performance targets.
- Equitable distribution of available resources. Available resources are distributed effectively across garrisons so each has adequate resources to deliver installation services to expected standard.
What has the Army done?
The Army has leveraged teams of installation stakeholders, including installation customers and tenants, service providers, and commanders, to establish a set of SSPs for 63 of the 95 defined installation support services. Each SSP represents a specific element of service and has these cost and performance descriptors associated with it:
- Cost (relative to the overall service-validated requirement)
- Output and outcome performance measures
- Performance targets for each capability level standard
This SSP structure is prioritized in order of each SSP’s impact on achieving Army objectives, to determine necessary and affordable service levels to deliver for each service at all Army installations within the fiscal year’s Operation and Maintenance, Army, resources received from the Army. Garrisons are now given guidance to deliver specific services at specific service levels, and are resourced adequately to hit assigned performance targets.
What continued efforts does the Army have planned for the future?
Beginning in FY08, the Army will focus on holding garrisons accountable for their performance by implementing SSP cost- and performance-reporting procedures. Garrisons have been capturing their costs by SSP, and in FY08 they will also begin reporting their non-financial performance data at this new lower detailed level. As high-quality cost and performance data become available, Garrisons will analyze these data to better manage their service delivery processes. Garrisons will reshape their workforces to align resources to deliver the directed standard service levels. Data will be analyzed to identify performance trends and discover best practices and efficiencies that can be promulgated across installations. Overall service health will also be monitored, and the service impact on achievement of Army strategic objectives will be assessed.
Additionally, the remaining installation support services (32) not yet matured in CLS with established SSPs and cost and performance targets will be analyzed for future development.
Why is this important to the Army?
CLS helps the Army clearly understand how to make the most effective use of its available resources. Army senior leadership is able to make informed installation service support decisions based on capabilities and associated risk. CLS enables the Army to demonstrate how it uses installation support resources efficiently and in accordance with Army priorities. Furthermore, it allows the Army to identify in detail how installation services are impacted by funding reductions and plan for contingencies as necessary.