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 | Q2* |
|---|---|---|---|
| Rapid Book returns | Library Customer Services | 80% Items reshelved correctly within 24 hours of return time | 75% |
| 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 | TBC |
| Service Objective | Team Owner | Target Service Standard |
Q2 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 | 96% |
| Library Customer Services | 92% phone calls answered within 20 seconds. | 97% | |
| Library Customer Services | 95% webchat enquiries responded to within 1 minute (24/7) | 94% | |
| Library Academic Services | 92% enquiries responded to within 1 week day (all contact methods) | TBC | |
| Content & Discovery | 95% enquiries responded to within 1 working day (all contact methods) | TBC | |
| Open Research & Rights | 95% enquiries responded to within 1 week day (all contact methods) | TBC |
| Service Objective | Team Owner | Target Service Standard | Latest Score |
|---|---|---|---|
| Provide funder-compliant decisions on open access funding | Open Research & Rights | Decision with 5 working days of receipt | TBC |
| Services | Staff / Students | Q2 | External users | Q2 |
|---|---|---|---|---|
| 1. Records Management Enquiries | Reply within 2 working day | 83% | N/A | N/A |
| 2. Archives and Special Collection Enquires |
Reply within 1 working week |
70% |
Reply within 2 working weeks |
100% |
| Service Objective | Team Owner | Target Service Standard | Q2* |
|---|---|---|---|
| Provide high quality email support | Library Customer Services | Average quarterly satisfaction score for library@brunel.ac.uk is >=4.5/5 | 4.9 |
| Provide high quality webchat support | Library Customer Services | Average quarterly satisfaction score for Library WebChat is >=3.5/4 |
3.6 |
| 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% | TBC |
| Type of session | Attendance | Useful ? (options:good, not sure, poor) |
Recommend to others? (yes, not sure, no) |
Content will have positive impact on studies? (yes, not sure, no) |
Learning objectives met? (yes, not sure, no) |
% total satisfaction |
% satisfaction of respondents |
|---|---|---|---|---|---|---|---|
| Using FT.com | 3 | 2x good |
2x yes |
2x yes |
2x yes |
66% |
100% |
| Getting started with Bloomberg | 6 | 6x good |
6x yes |
6x yes |
6x yes |
100% |
100% |
| Getting started with Bloomberg | 11 | 10x good | 10x yes | 10x yes | 10x yes | 91% | 100% |
| RefWorks | 7 | 6x good | 6x yes | 5x yes, 1x not sure | 6x yes | 82% | 96% |
| Getting started with Bloomberg | 4 | 4x good | 4x yes | 4x yes | 4x yes | 100% | 100% |
| Using Bloomberg with Excel | 3 | 3x good | 3x yes | 3x yes | 3x yes | 100% | 100% |
| Introduction to Mendeley | 5 | 5x good | 5x yes | 5x yes | 5x yes | 100% | 100% |
| Introduction to RefWorks | 11 | 11x good | 11x yes | 11x yes | 11x yes | 100% | 100% |
| Getting started with Bloomberg | 3 | 3x good | 3x yes | 3x yes | 3x yes | 100% | 100% |
| Introduction to Mendeley | 7 | 7x good | 7x yes | 7x yes |
6x yes 1x not sure |
96% | 96% |
| Introduction to RefWorks | 7 | 7x good | 7x yes | 7x yes | 7x yes | 100% | !00% |
| Getting started with Bloomberg | 5 | 4x happy | 4x yes | 4x yes | 4x yes | 80% | 80% |
| Using Bloomberg with Excel | 2 | 2x happy | 2x yes | 2x yes | 2x yes | 100% | 100% |
| Getting started with Bloomberg | 4 | 4x happy | 3x yes, 1x not sure | 4x yes | 4x yes | 94% | 94% |
| Introduction to Mendeley | 9 | 9x good | 9x yes | 9x yes | 8x yes, 1x not sure | 97% | 97% |
| Advanced Literature Searching | 6 | 5x good, 1x not sure | 6x yes | 4x yes, 2x not sure | 4x yes, 2x not sure | 79% |
79%
|
Examples of feedback for Libsmart sessions, 2019-2020AY
| Service Objective | Team Owner | Target Service Standard | Latest Score |
|---|---|---|---|
| Provide collections to, support, and services to a high standard | Head of Library Services | >=90% in the National Student Survey within the next 5 years (2021 onwards) and meet or exceed the University’s UCAS benchmarking group average score within 2 years. | 66% (NSS 2021) |
| Service standard target met or exceeded |
| Service standard target below target but improved since last quarter |
| Service standard not met |
| Service standard measuring under development |