We have developed the following standards so that you know what level of service you can expect when using the Library. We will report on these standards quarterly and review them annually to monitor and improve our services.
We hope that the standards will:
If you have any thoughts or feedback on the standards, would like to know more (or even suggest new ones!) please contact us.
What we said |
How we did |
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Our standards |
October - December 2023 |
January - March 2024 |
Published opening hours will be maintained 95% of the time |
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90% of students who provide feedback after information skills sessions agree that the session has improved their understanding of using Library services and resources |
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80% of enquiries are resolved at first point of contact |
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100% of referred enquiries to the Library Second Line Support team will be responded to within one working day Monday - Friday |
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85% of approved ILL requests made via the Request Service will be supplied within 2 weeks |
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We didn't meet this standard but will try harder next time! |
The Library website will be available for 98% of the time |
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Library Search will be available for 98% of the time |
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Discovered, unplanned downtime of online resources will be reported to providers within 12 working hours |
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The AKLC will be checked on a daily basis and any maintenance or facilities issues reported to Estates within 24 hours Monday-Friday |
This happened 70% of the time. We'll try to do better! |
This happened 67% of the time, owing to staffing issues. |
Any reported faults with open access PCs in the AKLC will be reported and logged with IT within 24 hours Monday - Friday |
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