| Our service standards | Target | 2024 | 2023 |
| the University Library will be open during its advertised hours | 100% | 100% | 100% |
| we will respond to 100% of your enquiries on the same day | 100% | 100% | 100% |
| we will ensure that 95% or above of enquiries are resolved within our UniDesk Service Level Agreement | 95% | 97% | 97% |
| we will resolve 65% of your enquiries at first line (without referral to a different team) | 65% | 64% | 67% |
| we will achieve a 90% satisfaction level with our enquiry services | 90% | 95% | 88% |
| we will achieve 90% satisfaction with our training and workshops | 90% | 97% | / |
| Key Performance Indicators | |||
| we will achieve 91% satisfaction with library resources (books, online services and learning spaces) in the National Student Survey (NSS) | 91% | 89% | 88% |
| we will achieve 87% satisfaction with IT resources and facilities in the National Student Survey (NSS) | 87% | 83.50% | 85% |
| Library space satisfaction - cleanliness, maintenance and facilities | 90% | 92% | 94% |
| Availability of reading lists for the start of semester | 100% | 100% | 90% |
| Systems/service availability | 99.5% | 99% | 99% |
| UniDesk self-service adoption | 15% | 9% | 14% |
| Information Centre aims to have 90% of calls as requests for service rather than faults | 90% | 92% | 90% |
| Project completion on time | 80% | 88% | / |
| Project completion on budget | 90% | 100% | / |
| Canvas module template ready for approval by deadline, with zero delay | 0 days | Achieved | Achieved |
| New academic staff welcome - email sent from Faculty Learning Technologist | 100% | 100% | / |
| IS staff completing cyber security training | 90% | 90% | / |