All University Library standards - August 2009-January 2010

Accounts

Standard% to meet Aug2009 - Jan2010Reason if not met
To process all UK supplier Operating Costs invoices (excluding forward-payment accounts) and post to SAP within 6 working day of receipt in Dept. Office. (M-F). 85% 88%
To process all UK supplier Books/Serials invoices (excluding forward-payment accounts) and post to SAP within 15 working days of receipt in Library. (M-F). 85% 99%
School requests received in Accounts Office up to 1 pm will be satisfied the same working day. Any requests received after 1 pm will be satisfied the next working day. 90% 94%
To process requisitions for goods/services within 3 working days (Mon/Fri) of receipt of requisition form. 95% 99%

Departmental Office

Standard% to meet Aug2009 - Jan2010 Reason if not met
To distribute the Staff Newsletter to sections by 1.00 pm each Monday. 95% 100%
To collect Comments Forms by 9.30 am each day and give to Deputy Librarian (or Head DDS in his absence). 95% 83% Staff attendance at cross sectional training. Workflow amended to correct this
Books identified with an Urgent bookmark and placed on the Departmental Office trolley by 1.00pm, will have labels produced and be passed to the Labelling Section same day. 99% 100%
To respond to book requests received by email within 2 working days. 95% 100%
Letters or memos placed on the network or in the Departmental Office tray (by 3.00 pm), will be produced the same day. 98% 99%
Where small moves of stock have taken place or minor amendments are necessary, guiding will be produced within 2 working hours of being requested. 98% 100%
All outgoing mail, ready in the Internal/External Mail Trays by 3 pm, will be sorted and franked same day. 99% 100%
To process all print jobs placed in office tray by 4 pm and pass to Print Services the same day. 98% 100%
To collect print job sheets from Print Services by 10.00 am each Friday, to enter all sheets (apart from queries) onto database and to file or pass to GW for charging by 5.00 pm on Thursday the following week. 98% 100%

Information Systems

Standard% to meet Aug2009 - Jan2010Reason if not met
To respond to and investigate problems reported by Library users via e-mail (to Lib-Tech support) within 2 hours (Monday-Thursday 8.30-5.00, Friday 8.30-4.30). 90% 100%
To respond to and investigate problems reported via helpdesk tickets by Library staff within 2 hours (Monday-Thursday 8.30-5.00, Friday 8.30-4.30). 90% 70% Staff shortage due to sickness – now resolved
All Robinson and Law Library equipment in public areas (including PCs, AV equipment, Mac CD workstations, self check units) will be checked daily on weekdays during term time. 90% 100%
All Robinson and Law Library equipment in public areas (including PCs, AV equipment, Mac CD workstations, self check units) will be checked weekly during holidays. 90% 100%
All faults with equipment under maintenance contract (self check units, AV equipment, Sun servers etc.) will be reported within 2 hours for faults reported before 4.30 pm Monday-Friday and at weekends. 95% 100%
All faults with equipment under maintenance contract (self check units, AV equipment, Sun servers etc.) will be reported by 10.00 am the next working day for faults reported after 4.30 pm Monday-Friday and at weekends. 95% 100%

Law Library

Standard% to meet Aug2009 - Jan2010 Reason if not met
To clear all materials from tables (excluding material allowed in the Mooting Room during moots) by opening time (9.00 am) each weekday (Mon-Fri). 98% 100%
To shelve materials returned from loan and materials used in the Library, by opening time (9.00 am) of each weekday (Mon-Fri). 98% 100%
To shelve current periodicals and law reports (excluding Statutory Instruments, Official Journals and Specialist inserts) within 2 working days of receipt (day of receipt and following working day, Mon-Fri) in the Law Library. 98% 100%
To insert new supplements into loose-leaf volumes shelved in the Reference Room within 5 working days (Mon-Fri) of their receipt in the Law Library. 95% 100%
To insert new supplements into loose-leaf volumes shelved outside the Reference Room within 20 working days (Mon-Fri) of their receipt in the Law Library. 95% 100%
To ensure that all reading lists deposited with the Law Library are checked within one semester (Mon-Fri) of receipt. 90% 87% Unable to process 8 lists due to pressure of work during Semester 1
To process books for transfer to the Law STC within 2 working days (Mon-Fri). 95% 100%
To make articles and book chapters available in the Law STC within 4 working days (Mon-Fri). 95% 85% Unable to make 3 articles/chapters available due to pressure of work during Semester 1
To collect Comments forms by 9.30 am each day (Mon-Fri) and post internally to Deputy Librarian to be received same day. 95% 100%

Liaison Services

Standard% to meet Aug2009 - Jan2010 Reason if not met

To respond to telephone enquiries within three working days.

 95% 100%
To respond to written or e-mail enquiries within 5 working days. 98% 100%
To communicate informally with Departmental Library Representatives at least twice per semester. 98% 100%
To pass all individual book requests (i.e. not reading lists) to Acquisitions for ordering within 12 working days of receipt. 95% 96%
To ensure that all reading lists deposited with the Library are checked and all appropriate actions completed within 20 working days of receipt. 90% 95%
To respond to student requests for meetings or reference support from Liaison Librarians within 5 working days. 95% 100%

Porters

Standard% to meet Aug2009 - Jan2010 Reason if not met

To deliver post and other material by van to the Medical and Dental building for transfer to the Walton Library each Monday to Friday and to collect and return necessary items to the Robinson Library. Van to leave by 9.20 am and return by 10.00 am.

 95% 95%
To deliver Inter-Library Loans post to ILL Section within 20 minutes of receipt at the back door of the Library, Monday-Friday. 90% 90%
To take compensation and other parcels to the Post Office twice per week, normally Tuesdays and Thursdays. 95% 95%

Print Services: Bindery

Standard% to meet Aug2009 - Jan2010 Reason if not met

Lyfguards attached to books and returned within 24 hours of receipt.

 98% 98%
Periodicals to be bound and returned within 20 working days. 95% 75% Missed standard due to staff sickness. Other staff drafted in from other sections to clear backlog.
To bind/repair and return rush binding within 5 working days. 98% 98%

To deliver orders sent by email to REPRO by the end of the next working day (Monday-Friday).

 95% 95%
To place a service call to our maintenance firm the same day for faults reported between 9.00 am and 4.30. (Monday-Friday). 95% 95%
To place a service call to our maintenance firm the next working day for faults reported after 4.30 p.m. (Monday-Friday). 95% 95%

Reader Services

Standard% to meet Aug2009 - Jan2010 Reason if not met

To transmit requests to BLDSC before the end of the next working day. (Monday-Friday).

 98% 100%
To update the ILL system and to send a letter when necessary to inform the reader of the status of the request by 5.00 p.m. of the next day (Monday-Friday). 98% 100%
To prepare/overdues/recalls/invoices by 3pm on day of production. (Monday-Friday). 95% 100%

To amend and prepare returned mail ready for posting by the next working day. (Monday-Friday).

 99% 100%
To redirect failed e-mail notices on the same day as informed of failure (Monday-Friday). 99% 100%
To place holds for items which users cannot place themselves, by the end of the next working day (Monday-Friday). 99% 100%
To shelve all returned books within 15 working hours of return from loan (Monday-Friday). 95% 88% Missed standard due to combination of staff leave, sickness and staff development.
To process books submitted to Reader Services for transfer to the Student Texts Collection within 2 working days (Monday-Friday). 95% 100%
To process articles submitted to DDS for transfer to the Student Texts Collection within 2 working days (Monday-Friday). 95% 100%

To have Information Desks (L3 & L4) open 10.00 am-4.45 pm Monday-Friday during term- time.

 98% 98%

To have at least one member of staff available on the floors to provide response to reported problems Mon-Fri, 9.00 am-4.45pm.

 95% 100%
To process articles received from Heron, upload onto the server and add to OPAC within 3 working days (Monday-Friday). 95% 100%

Special Collections

Standard% to meet Aug2009 - Jan2010 Reason if not met

To acknowledge incoming correspondence within 3 working days (Monday-Friday).

 98% 99%
To reply in full to incoming enquiries within 10 working days (Monday-Friday). 98% 100%
To satisfy requests for stock within 24 hours of request being made (Sunday-Thursday). 90% 99%

To provide supervised access to Special Collections 36.2 hours per week (Monday-Friday) during term-time.

 95% 93% Extraordinary staff commitments meant cover was not always possible to find
To provide supervised access to Special Collections 27.5 hours per week (Monday-Friday) during vacation. 95% 66% Not always possible to find cover for staff leave. One off closure before Christmas to reshelve material
To satisfy all requests for photocopies of material from the collections within 1 week. 90% 66% One request was submitted for a total of 240 pages (the usual limit is 30 pages). This took several weeks to fulfil.

Technical services

Standard% to meet Aug2009 - Jan2010 Reason if not met

Material orders to be sent to supplier within 10 working days of receipt by Technical Services.

 80% 100%
Materials received from suppliers to be available on Library shelves within 18 working days. 80% 97%
To process the receipt of new books from suppliers within 10 working days. 90% 100%

To classify urgent items within 2 working days of being made available for classification (Monday-Friday).

 90% 97%  
To classify non-urgent items within 8 working days of being made available for classification. 90% 100%  
All queries received by TS staff relating to electronic resources to receive a reply within 4 working hours. 80% 99%  
To receive, check in and shelve new periodical parts on the same day. 85% 100%  
To process claims for missing periodical parts on a weekly basis. 90% 100%  
To add local holdings information to the catalogue record on Aleph and pass the book back to be shelved for users within 2 working days on AI shelves. 95% 100%
To complete catalogue record amendments within 2 working days of notification. 90% 98%
To label Urgent items within 24 hours of receipt. (Monday-Friday). 90% 100%
To label material within 3 working days of it being placed on the labelling shelves. 90% 100%
To process newly received theses within 15 working days from date of receipt in the Library. 90% 83% Staff vacancy impacted on ability to fulfil standard

Store

Standard% to meet Aug2009 - Jan2010 Reason if not met

All Walton Library requests received by 9.00 am (Monday-Friday) to be delivered to the Walton Library by 3.00 pm same working day.

 95% 99%
All requests for Robinson Library users received by 9.00 am to be available at Front Desk for readers by 3.00 pm same day. 95% 98%
All store queries received from users (Sunday-Thursday) to be answered within 24 hours. 90% 100%

Walton Library

Standard% to meet Aug2009 - Jan2010 Reason if not met

To check that all a-v equipment in public use is in full working   order during the first full week of every calendar month

 98% 100%
To place a service call to our maintenance firm:- the same day for faults reported before 4.30 p.m. Monday-Friday. 98% 100%
To place a service call to our maintenance firm:- by 10.00 a.m. the next working day for faults reported after 4.30 p.m. Monday-Friday and at weekends. 98% 100%
To communicate requests for items currently in the University Bindery in time for the next collection at the Robinson Library. 95% 96%
To reply to incoming correspondence within 5 working days. 97% 100%
If the addressee is absent, or if the letter requires some research before a full reply can be sent, to acknowledge the letter within 5 working days and normally provide a full reply within 15 working days. 97% 100%
To advise the requester about a missing item one week after the search initiated, and to advise again after a further 2 weeks. 95% 100%
To satisfy requests for items held in the Main Store within 2 working days. 95% 100%
To chase any unsatisfied holds requested 5 weeks ago or later and notify Reader waiting for the item. 95% 100%
To transmit correctly completed requests made by 2.15 pm to BLDSC/BMA the same day, Monday-Friday. 95% 100%
To transmit correctly completed requests made after 2.15 pm to BLDSC/BMA the next day, Monday-Friday. 95% 100%
To send out photocopy or notification of arrival in 4.00 pm post on day of arrival, Monday-Friday. 95% 100%
To update the ILL system and send an automatically generated letter to the requester by 4.00 pm the same day Monday-Friday. 95% 100%
To send out notices for internal addresses by 12.30 pm post on the day of production. 95% 100%
To send out notices for elsewhere by 4 pm on the day of production. 95% 100%
To amend and send out again returned mail by the next working day. 95% 96%
To make all public photocopiers available while the Library is open. 95% 98%
To place a service call to our maintenance firm:- the same day for faults reported before 4.30 p.m. Monday-Friday. 97% 99%
To place a service call to our maintenance firm:- by 10.00 a.m. the next working day for faults reported after 4.30 p.m. Monday-Friday and at weekends. 95% 100%
To shelve current parts received before 11.00 am by 4.00 pm on the day of receipt in the Walton Library. 95% 100%
To shelve current parts received after 11.00 am by 4.00 pm on the day following receipt in the Walton Library. 95% 100%
To resolve queries related to current parts and shelve the items within 2 working days of receipt in the Walton Library. 95% 100%
To return bound volumes to the shelf within 4 working days of receipt from the Bindery 95% 100%
To check recommended reading information and complete all necessary action within 20 working days of receipt if received from course leaders by the date agreed with the department. 90% 89%
To transfer books into Student Texts / Desk Student Texts Collection within 2 working days (if not on loan when request made). 98% 100%
To place articles into Desk Student Texts Collection within 2 working days of receipt of request if journal is in stock, or if journal not in stock, of receipt of copy from British Library. 98% 100%
To shelve returned books within 8 working hours of return from loan. 95% 100%
To shelve returned periodicals within 9 hours of return from loan.
N.B. All books and periodical volumes returned from loan are immediately accessible to library users; the above standards refer to replacing the items on the shelf.		 99% 100%