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Service Level Standards

Our University Library has developed a set of standards in key areas of Library activities. More standards are being developed and will be released as they are tested. The standards below are expected to be effective during normal Library opening hours and conditions.

We should like to know what you think of our service standards. Do they cover the services important to you, and do they enable you to study, teach and research effectively? Your input will help us to review and revise our service delivery, and change where necessary.

We are happy to receive comments in the following ways –

  • University paper comments forms – available around the University and in the libraries
  • Online comments at http://libweb.anglia.ac.uk/askus/enquiry.html
  • Write to The University Library, Anglia Ruskin University, Bishop Hall Lane, Chelmsford, CM1 1SQ
  • Talk to any member of staff at the service desks and your query will be forwarded.


 StandardAre we meeting this?How do we know, and how do we assess this
1Opening hours
  • Each library will be open for 99% of the advertised times
  • Planned changes will be advertised at least 7 days in advance
  • Unscheduled changes shown as quickly as possible with reason.
Yes
2008/9		Exceptions recorded with the reason for closure, including closures that have been advertised in advance
2Equipment
  • All equipment in public areas will be checked at least once per week.
  • All problems reported or found will be reported to the appropriate contractor or support team within 1 working day
 Yes
2008/9		Equipment log maintained by site. Contract staff called within 1 day.
3Re-shelving
  • 100% of items available in public area within 2 hours of return
  • 100% of returns shelved correctly within 3 working days
 Yes
2008/9		Spot checks of shelving carried out by operational staff at regular intervals.
4Monitoring customer satisfaction
  • 90% of written or email queries will be answered or acknowledged within 5 working days
  • 100% of written or email queries will be answered within 10 working days
Mostly
2008/9:
99.9% of written or email queries answered within 5 working days 		Electronic and paper queries acknowledged daily and then forwarded to appropriate staff for response. QuestionPoint enquiry service used to monitor response times.
5Reserving Library materials
  • 100% of reservations on items at other sites available within 5 working days
  • On loan items available within 1 working day of return or 5 working days if despatched to another site
  • Notification within 5 working days if a requested item is not available
  • Academic Services notified of long reservation queues, so that additional copies can be purchased
 Yes
2008/9		Automatic monitoring of reservations travelling between sites. Request lists at home sites cleared daily. Spot checks on outstanding reservations at other sites carried out.
6Study Environment
  • Weekly checks of all public areas
  • Study environments campaigns carried out at least twice per year
  • Satisfaction rates reviewed through regular focus groups, user surveys and other means of customer feedback
Yes
2008/9		Comments indicate up to 85% satisfaction rate and any unsatisfied comments followed up to remedy problems
7Printed journals and newspapers
  • 85% of journal issues received available and recorded in the catalogue within 1 working day
  • 100% within 3 working days
  • 100% of previous journal issue filed within 1 working day
  • 100% of newspapers available within one hour of opening (library staffed hours only)
 Yes
2008/9		Spot checks by operational staff to indicate access, and system checks to gauge accuracy of catalogue.
8Interlibrary Loans
  • 100% of approved requests sent to supplier within 3 working days
  • 85% of (readily available) journal requests supplied within 7 working days
  • 85% of (readily available) books or theses supplied within 14 working days
    • .
Yes
2008/9		Monitor incoming requests and team leader notified to log if new requests are not sent off within 48 hours of receipt.