Review of service standards
The review is available to download:
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Review of Service Standards (PDF, 158 KB)
Service Standards were reviewed in December 2011 as follows:-
- Advertised opening hours were maintained for 100% of the time, exceeding the stated standard of 99% of the time.
- All self service facilities and equipment were checked daily and any faults reported to a relevant person within a hour.
- Self issue and return machines were available 95% of advertised service hours. Two self issue machines in the Main Library and one self issue and return machine at the Joule Library required adjustments to software and adaptations to hardware to meet our requirements. The self issue and return machine in the Stopford Library required maintenance before it was completely operational in September 2011.
- Most store items were provided from the store by the next working day. Problems with the online ordering of store items are due to resolved by an updated version in June 2012 of the software for the Library Management System.
- Pre-ordered Special Collections items were retrieved and made available for consultation with readers being informed of any problems prior to their visit.
- Replies to feedback were provided within five working days.
- An annual summary of feedback is available on the Library website.
- Stock returned to the Library was made available either in classmark order on trolleys or back on the main shelves within 24 hours or one working day of return.
- Missing books were looked for within 24 hours of receipt of the form. Customers were contacted within 14 days if the book could not be found and offered a free inter-library loan or if the book was found it was kept for 5 days.
- An enquiry service was available throughout advertised opening hours.
- Enquiries referred to Library staff received a response or acknowledgement within one working day.
- High Demand missing books were looked for within an hour of receipt of the form. 70% books were found on the same or following day. The customer was contacted within 24 hours of receipt of the form. If the book was found it was kept for 24 hours. If the book could not be located, an inter library loan would be offered after 5 days.
- All Library Staff had their training needs reviewed and received training and development in line with the Library strategy and changing service needs identified by customer feedback.
- Applications for membership which have been completed correctly on the appropriate form, were processed within four working days of receipt and applications for membership at Special Collections which have been fully completed were be processed on the day.
- Approved urgent messages for the library website and digital signage have been published within one working day during normal working hours and where online information has been reviewed or revised, approved content has been published twice a day during normal working hours.
- At least 24 hours notice was given for any scheduled work which did take place outside our busiest times.
- 95% of IT and audio visual facilities was available Monday-Friday 9am-5pm in Group Study Rooms in the Main, Joule and Precinct Libraries and the Main Library Training Rooms, and were checked once a week to ensure that all equipment was in working order.
- All requests for books ordered from Document Supply were input within one working day of being submitted and 90% of requested items were successfully obtained.
- 70% of available English Language monographs did take twenty-one calendar days from ordering to receipt by the Library and 10% took one week. On average an item did take a further five days to be catalogued and delivered to the relevant library site.
- 20% of individual ebooks were made available within two calendar days, 80% within five calendar days.
- Paper journals, e-journals and large packages of e-books which have been agreed for purchase were ordered within seven days. Once received, paper journals will be available within four days.
- Digitisation requests were dealt with within 10 working days of receipt. Requests received by 1st July were made available for Semester one.
- Standard orders supplied were supplied by the Imaging Service within 2-4 weeks of receipt of a completed application form and payment as applicable. Express service orders were supplied within five working days from receipt of a completed application form and payment as applicable.
- All initial requests for heritage digitisation were responded to within 24 hours during normal working hours. Once an application has been placed requests were satisfied within four weeks. Express requests are supplied within five working days.
- The cleanliness, repair and maintenance of all library sites were monitored on a daily basis. Library staff did report all problems they become aware of within the same working day and post a customer notice to that effect where relevant.
- The general performance of the cleaning and maintenance services provided via The Estates Directorate was monitored and reviewed in monthly meetings.
- The annual review of study spaces has not yet taken place.
- We ensured that 95% of PCs in the Library clusters were available for use during advertised service hours and Library staff checked the Library cluster PCs daily and any faults were investigated or, if necessary, reported to a relevant person within one hour.
- Opening hours and feedback opportunities for the Library Lounge are available at www.manchester.ac.uk/foodoncampus/
Changes to the Standards
Having reviewed our Service Standards, an additional standard will be added to the High Demand section.
The Customer Feedback Group has also recommended that the response time to feedback should be reduced from five working days to three working days.