Service Standards

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These standards were produced in consultation with our customers in March 2014, and monitor the quality, timeliness and access to facilities and services.

Review

Performance is monitored quarterly by the Information Services Senior Management Team. An overall review of all customer facing standards in partnership with our user community is undertaken on an annual basis and published in the Annual Review section.

Library

Library Service Standards

Standard2018/19 target2017/18 result2017/18 target
Overall satisfaction rating on Question 19 (the Library question) in the National Student Survey. 90% 88%
Rank 48
90%
Overall satisfaction on the Library question of the Postgraduate Research Experience Survey (conducted biennially)  87% 85.50% 87%
Overall satisfaction on the Library question of the Postgraduate Taught Experience Survey (conducted biennially)  87% n/a

87%

Overall satisfaction with the quality of service in the Library Life Pulse Survey. 84% n/a 84%
The Library will be open for our advertised building opening hours, excluding planned closures. 100% 99.86% 100%
The Help Desk will be open for our advertised staffed service hours, excluding planned closures. 100% 99.96% 100%
Supply an initial response to enquiries, feedback and complaints received via our enquiry service within three working days. 99% 98.5% 99%
Satisfaction with our handling of responses to enquiries. 95% 94.73% 95%
Proportion of items returned to the open shelves within 12 hours 90% 84.6% 90%
Proportion of items shelved by our staff that are shelved accurately. 98% 97.82% 98%

Percentage of books/online resources that were available for use in the Library (on the shelves) within 2 weeks of ordering. Broken down by print books and online resources.

90% 96.5% Physical
100% Electronic
90%
Proportion of interlibrary loan requests processed within three working days of receiving the request. 97% 87.7%  97%
Satisfaction and confidence rating for Library & IT teaching sessions. Overall satisfaction 87%
Confidence rating 90%
n/a n/a

IT Services

IT Services Service Standards

Standard2018/19 target

2017/18 result

2017/18 target

Overall satisfaction rating on Question 18 (the IT question) in the National Student Survey.

90% 88%
Rank 17
90%
Overall satisfaction on the IT question of the Postgraduate Research Experience Survey (conducted biennially)  86% 83.6% 86%
Overall satisfaction on the IT question of the Postgraduate Taught Experience Survey (conducted biennially)  93% Survey not run this year 93%
Overall satisfaction in the TechQual+ survey. 93% 92% 92%
Up time for all systems, including planned down time. We will publish our up time for systems as part of our service catalogue and put action plans in place to offer continuous improvement. 99% n/a 99%
IT Support available during our advertised staffed service hours, excluding planned closures. 100% 100% 100%
Supply at least an initial response to all incidents, feedback and complaints received via our enquiry service within three working days. See table below for more detail on escalations of types of incidents. 93% n/a 93%
Satisfaction with handling of responses to incidents, service requests and feedback. 98% 96.73% 98%
Proportion of PC devices in IT classrooms and study areas to be functioning. We define a PC device as functioning if someone can use the service as it is designed to be used eg log on, have access to filestores, have the advertised software available and be able to print etc. 97% 97% 97%
Proportion of printers in IT classrooms and study areas to be functioning. 98% 98% 99%
Proportion of out of order PCs in IT classrooms and study areas that are fixed or replaced within one working day of the fault being reported. 98% n/a 98%
Satisfaction and confidence ratings for Library & IT teaching sessions. Overall satisfaction 87% Confidence rating 90% n/a Overall satisfaction 87%
Confidence rating 90%

Service standards for IT Services emergency incidents

Incident typeFirst responseAllocation to second line support and attempt to resolveResolution†
Major loss of service during business hours Within one hour of the loss of service being reported Immediately on loss of service being reported Within 24 hours of the loss of service being reported
Major loss of service outside business hours Within 12 hours of the loss of service being reported Within 24 hours of the loss of service being reported Within 48 hours of the loss of service being reported
Other loss of service within business hours Within two business hours of the loss of service being reported Within four business hours of the loss of service being reported Within one business day
Other loss of service outside business hours Within three hours of the start of the next business day Within one business day Within one business day

The ability to restore service may be affected by circumstances beyond our control: the nature of the problem, the need to order replacement equipment or obtain external services.

Archives

Archives Service Standards

Standard2018/19 target2017/18 result2017/18 target
Overall satisfaction in the Public Services Quality Group (PSQG) for archives and local studies survey. 96% No survey 2017/18; next survey planned for 2018/19 -
Search Room to be open advertised staffed service hours, excluding planned closures. 100% 100% 100%
Supply at least an initial response to all enquiries, feedback and complaints received via our enquiry service within 10 working days. 100% 99% 99%
Satisfaction with handling of responses to enquiries. 95% 94% 95%
Responses to Freedom of Information, Data Protection and Environmental Information Regulation requests within statutory time targets. 100% 96% Freedom of Information requests
100% Data Protection Act Subject Access Requests
100%
Providing documents from the archive to users within 15 minutes of our advertised issue times. 100% 100% 99%
Supply all reprographic requests within 20 working days of requests being placed. 95% 98% 95%
Satisfaction with Archives teaching sessions 98% 95% 95%

Annual Review

Annual Review

Information Services Service Standards are reviewed on an annual basis to ensure that they remain relevant and stretching: