Library and Cultural Services are committed to delivering excellent customer service and we continually look to improve our performance to ensure we meet the needs of our users. To do this we set ourselves challenging targets and each year measure our progress against these.
For the period 1st April 2021 to 29th March 2022 our performance can be found below.
If you have any feedback or suggestions on what you'd like our service standards to be, please contact us to let us know.
Response Times
*Our telephone system changed in November 2021 so figures are taken from this point using a new reporting tool. New voicemail system allows voicemails to be picked up as soon as an 'agent' is free, meaning all voicemails are answered within 1 working day. Staff shortages due to COVID-19 would have had an impact. Going forward library staff from all three campus libraries can login to take calls and another review of the telephone set up is planned.
**Not all data available due to a mobile phone replacement.
|
Our Commitment |
Target |
Progress |
|
We will provide a welcoming and accessible library environment with 99% of building defects or cleanliness issues reported to the University Estates Helpdesk within one working day of us becoming aware. |
99% |
98% |
|
We will acknowledge all email enquiries received via libline@essex.ac.uk within 2 hours and will send a personalised response within 3 working days. |
100% |
95% |
|
We will claim 98% of all live chats within 1 minute. |
98% |
97% |
|
We will answer 98% of all live phone calls to 3192 during staffed hours. Where a voicemail is left we will respond within 1 working day. * |
98% |
75% |
|
We will respond to 90% of texts to the Colchester Noiseline within 15 minutes of receipt during staffed hours.** |
90% |
78% |
|
We will resolve 80% of enquiries received at the Helpdesk or via chat at the first point of contact. |
80% |
95% |
|
All items returned to the library will be reshelved within 72 hours. |
90% |
100% |
|
We will make 90% of inter-campus loan requests available within 10 working days. |
90% |
100% |
|
We will provide an initial response within 3 working days to 90% of all comments, suggestions and complaints. |
90% |
100% |
Resources
*We continue to support our academic colleagues to develop their reading lists and provide essential material in an online format.
** The ability to order print books and have them supplied and delivered was significantly impacted by the pandemic. As things return to normal this standard should be achievable.
|
Our Commitment |
Target |
Progress |
|
For students who require alternative formats for accessibility reasons, we will provide 90% requests in an electronic version in a preferred format where this is available within 2 weeks. |
90% |
86% |
|
We will ensure that library search is available for use for 99% of scheduled uptime with the exception of circumstances beyond our control. |
99% |
100% |
|
We will work with academic schools and departments to ensure all essential items on reading lists are available online.* |
90% |
83% |
|
For print items, we will make 80% of books on reading lists available on the shelves within 4 weeks of the item being ordered. ** |
80% |
24% |
Learning and Research Support
|
Our Commitment |
Target |
Progress |
|
We will aim for our workshops and information literacy sessions to be rated "great" or "good" by 90% of attendees. |
90% |
98% |
|
We will offer 1:1 appointments to all students of the University through our "Book a Librarian" service. We will offer a minimum of 18 appointments per week, rising to a maximum of 30 appointments per week, spread between librarians. The weekly availability will be adjusted based upon student demand and staff availability. |
100% |
100% |
|
We will provide a minimum of 10 training sessions throughout the academic year for PGRs and ECRs in areas across the research lifecycle in collaboration with the REO and the UK Data Archive. |
100% |
100% |
|
We will promote Open Research to researchers through online resources and promotional materials. This will include developing new online tutorials and communicating with our users about new read and publish deals within 3 weeks of them being available. |
100% |
100% |
Facilities
*Our temporary Click and Collect Service implemented during the pandemic, meant that staff needed to loan books from the Helpdesk, lowering the percentage that could be issued at the self-service machines. This service has finished and we are operating as business as usual, meaning next year we expect to reach our standard.
|
Our Commitment |
Target |
Progress |
|
We will be open for at least 99% of our advertised opening hours. |
99% |
99% |
|
At Colchester at least 90% of all loans and returns will be via self-service.* |
90% |
78% |
|
We will notify users of planned interruptions to usual service (online or physical) via social media and our website, giving at least 24 hours' notice where possible. |
90% |
97% |
Our Staff
|
Our Commitment |
Target |
Progress |
|
Members of library staff will take part in at least 20 hours of training and CPD activities a year (on average/pro rata for part time staff). |
95% |
91% |
