In order to deliver our 5 year strategic plan and core mission in a transparent and publicly accountable way, we set out below various service standards for our different services and functions which we will strive to meet or exceed.
We also commit to evaluate and publish our performance against targets throughout the academic year and also undertake to review the standards themselves at least every two years with the relevant stakeholders to make sure that we are continuing to meet the realistic expectations of our various customer groups. In time, we would hope to be able to benchmark some of these standards against other comparable departments or institutions. These standards will also be used to assess how we are meeting the University Equality, Diversity & Inclusion Strategy's aims to create an inclusive, respectful and welcoming environment for our whole community.
If you have any questions, suggestions or feedback on these, please email them to library@brunel.ac.uk and we will respond quickly as specified below!
Tim Wales, Head of Library Services
Last updated: 25 March 2022
| Service Objective | Team Owner | Target Service Standard | Q4 |
|---|---|---|---|
| Rapid Book returns | Library Customer Services | 80% Items reshelved correctly within 24 hours of return time | 82% |
| Rapid book order turnaround (print and ebooks) | Content & Discovery | 90% of requests available to access within 10 working days for print and 7 working days ebooks | 95% |
| Service Objective | Team Owner | Target Service Standard |
Q4 score |
|---|---|---|---|
| Quick response to enquires no matter what contact method was used and the time of year | Library Customer Services | 92% enquiries (email, SMS) responded to within 24 hours | 98% |
| Library Customer Services | 92% phone calls answered within 60 seconds | 98% | |
| Library Customer Services | 95% webchat enquiries responded to within 1 minute (24/7) | 94% | |
| Library Academic Services | 90% enquiries responded to within 1 working day (all contact methods) | 90% | |
| Content & Discovery | 95% of all enquiries received for Document Delivery service or e-Resources will receive initial response within 1 working day | 84% | |
| Open Research & Rights | 95% enquiries responded to within 1 week day (all contact methods) | TBC |
| Service Objective | Team Owner | Target Service Standard | Q4 |
|---|---|---|---|
| Provide funder-compliant decisions on open access funding | Open Research & Rights | Decision within 5 working days of receipt | 66% |
| Services | Staff / Students | Q4 | External users | Q4 |
|---|---|---|---|---|
| Records Management Enquiries | 90% of replies replied within 2 working days | 100% | N/A | N/A |
| Archives and Special Collection Enquires |
95% of replies replied within 1 working week |
95% |
Reply within 2 working weeks |
100% |
| Service Objective | Team Owner | Target Service Standard | Q4 |
|---|---|---|---|
| Provide high quality email support | Library Customer Services | Average quarterly satisfaction score for library@brunel.ac.uk is >=4.5/5 | 4.5 |
| Provide high quality webchat support | Library Customer Services | Average quarterly satisfaction score for Library WebChat is >=3.5/4 |
3.8 |
| Service Objective | Team Owner | Target Service Standard | 19/20 Annual Year |
|---|---|---|---|
| Provide Library training to a high standard | Library Academic Services | Average yearly satisfaction score is >= 75% | 85% |
| Service Objective | Team Owner | 2021 | 2022 |
|---|---|---|---|
| Provide collections to, support, and services to a high standard | Head of Library Services | 66% | 82% |
