Library Services are committed to providing high quality services, facilities and resources. These customer service standards have been developed to give you a clear indication of the level of service you can expect when using the libraries. They are reviewed annually to monitor and improve our service delivery and we report our progress termly. Below is our performance so far for 2015-16.
View our Customer Service Standards in full here: http://www.arts.ac.uk/study-at-ual/library-services/our-services/service-commitment–service-standards/
As you can see we have met 5 out of 10 of our standards and will be working towards achieving them fully in the coming year.
- We will maintain our advertised opening hours for all our libraries 100% of the time. This year so far we have been open 99.6% of our advertised hours. There have been some exceptional evening closures at smaller sites due to unplanned staffing shortages.
- Our Library Search service will be available 24/7 100% of the time (except for periods of advertised downtime/maintenance). We have met this target.
- 95% of open access computers and printer/photocopiers will be operational at any one time. We have met this target.
- 90% of all returned material will be re-shelved within 48 hours. We have met this target.
- 80% of print books will be available within 6 weeks of being ordered. This year so far only 60% of print books have been available within 6 weeks of ordering. This is largely due to the delays at the beginning of the year when we implemented a new Library management system which required extensive work to set up ordering with our suppliers. This is exceptional and we expect to meet this target from next year.
- 100% of requested Archives and Special Collections items will be available to view within one working day. We have met this target.
- 80% of face to face enquiries will be resolved at the first point of contact. We have met this target.
- All forms of written enquiries (including referrals) will be answered within 3 working days. We will be reviewing our processes.
- We will acknowledge and respond to 100% of feedback within 5 working days. We will be reviewing our processes.
- 95% of students attending a Library Services skills sessions will agree or strongly agree that they have found the session ‘useful’. We will use students evaluations and feedback to improve these sessions.