Service Standards

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We want your views on our service standards. Please let us know your thoughts in this quick survey.

These standards have been 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

Standard2016/17 Target2015/16 Result2015/16 Target
Overall satisfaction rating on Question 16 (the Library question) in the National Student Survey. 91% 90% Rank 35 91%
Overall satisfaction on the Library question of the Postgraduate Research Experience Survey (conducted biennially)  87% 85% 87%
Overall satisfaction on the Library question of the Postgraduate Taught Experience Survey (conducted biennially)  87% Survey not run this year

2014 result was 86%

Overall satisfaction with the quality of service in the LibQUAL+ survey. 84% 83% 84%
The Library will be open for our advertised building opening hours, excluding planned closures. 100% 100% 100%
The Help desk will be open for our advertised staffed service hours, excluding planned closures. 100% 100% 100%
Supply an initial response to enquiries, feedback and complaints received via our enquiry service within three working days. 98% 97.4% 98%
Satisfaction with our handling of responses to enquiries. 96% 94% 96%
Satisfaction with our complaint handling process and with responses to complaints that are upheld. This standard is being removed from the list pending further discussions about how to improve our data collection in this area. - -
Proportion of items returned to the open shelves within 24 hours 90% within 12 hours 100% 90%
Proportion of items shelved by our staff that are shelved accurately. 98% 95.91% 95%

Percentage of books/online resources that were available for use in the library (on the shelves) within 4 weeks of ordering. Broken down by print books and online resources.

90% within two weeks 99% physical
100% electronic
90%
Proportion of reading lists items available. This standard only applies when reading lists are provided to the Library by the department within required deadlines. 98% within two weeks 97% physical
99% electronic
 98%
Proportion of interlibrary loan requests processed within three working days of receiving the request. 97% 93%  97%
Satisfaction rating for Library teaching sessions. Overall satisfaction 87%
Confidence rating 90%
Overall satisfaction 86%
Confidence rating 89%
 85%

IT Services

IT Services Service Standards

Standard2016/17 Target2015/16 Result2015/16 Target
Overall satisfaction rating on Question 17 (the IT question) in the National Student Survey. 95% 94%
Rank 7
95%
Overall satisfaction on the IT question of the Postgraduate Research Experience Survey (conducted biennially)  85% 83% 85%
Overall satisfaction on the IT question of the Postgraduate Taught Experience Survey (conducted biennially)  87% N/A 90%
Overall satisfaction in the TechQual+ survey. 92% 92.2% 92%
Up time for all systems, including planned down time. We will publish our up time for systems as part of service catalogue and put action plans in place to offer continuous improvement. 99% 99.42% 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. 98% 95% 100%
Satisfaction with handling of responses to incidents, service requests and feedback. 98% 96% 100%
Satisfaction with our complaint handling process and responses to complaints that are upheld. This standard is being removed from the list pending further discussions about how to improve our data collection in this area. - -
Proportion of PC devices in IT classrooms and study areas to be functioning. 96% 96% 95%
Proportion of printers in IT classrooms and study areas to be functioning. 98% 97% 98%
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% 98% 98%
Satisfaction with IT training sessions Overall satisfaction 87%
Confidence rating 90%
Overall satisfaction 86% Confidence rating 89% 85%

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

Standard2016/17 Target2015/16 Result2015/16 Target
Overall satisfaction in the Public Services Quality Group (PSQG) for archives and local studies survey. 90% Survey not run this year 90%
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. 99% 98% 99%
Satisfaction with handling of responses to enquiries. 96% 92% 99%
Satisfaction with our complaint handling process and responses to complaints that are upheld. This standard is being removed from the list pending further discussions about how to improve our data collection in this area. - -
Responses to Freedom of Information, Data Protection and Environmental Information Regulation requests within statutory time targets. 100% 83% Freedom of Information requests
92% Data Protection Act Subject Access Requests
100%
Providing documents from the archive to users within 15 minutes of our advertised issue times. 99% 99% 98%
Supply all reprographic requests within 20 working days of requests being placed. 90% 98% 90%
Satisfaction with Archives teaching sessions 90% 100% for measured sessions 90%

Annual Review

Annual Review

Information Services Service Standards are reviewed on an annual basis to ensure that they remain relevant and stretching. You can download the details of each review below.