LibGuides: Customer Service: Service Standards: performance

Our service standards

the University Library will be open during its advertised hours - target 100%
for our enquiry services:
- we will respond to 100% of your enquiries on the same day
- we will ensure that 95% or above of enquiries are resolved within our UniDesk Service Level Agreement
- we will resolve 75% of your enquiries at first line (without referral to a different team)
- ...and 60% at the point of making the enquiry (immediately)
- we will achieve a 90% satisfaction level with our enquiry services
we will achieve 90% satisfaction with our training and workshops
we will achieve a 90% or above satisfaction rate in the national surveys (NSS, PTES, PRES)

we will maintain a satisfaction of 90% on library space including cleanliness, maintenance and facilities
100% of reading lists will be available for the start of teaching

Core academic and corporate systems (Canvas, SITS, Agresso, SAP) will be available 99.5% of planned uptime
Quality assurance of systems code - 100% of changes to system code will be peer-approved

20% or over of all enquiries received will be self logged by the customer in the Self Service Portal
90% of enquiries to the Information Centre will be Service Requests rather than Incidents (faults)

80% of projects with approved scope changes will be completed on time
90% of projects will be delivered within budget
100% of contracts will be reviewed and/or extended/terminated within required timescales

New annual Canvas template will be delivered (following academic consultation process) by the first Monday of June with zero days delay
100% of new academic staff will be sent an induction email with resources and offer of Learning Technology training
New KPI to be established for number of staff registered for Learning & Training Enhancement training - baseline to be established in 23/24 with subsequent target of 10% increase per annum

KPI	Description	Target	Reporting Period	Most recent report
Library Space Satisfaction	User satisfaction with the library space, including cleanliness, maintenance and facilities	90% satisfaction	Monthly	94%
Reading Lists	Availability of reading lists for the start of teaching	100% of module lists published	Bi-Annually	90%
Service Availability	Percentage of up-time of core academic and corporate systems and infrastructure	99.5% availability	Monthly	98.78%
Quality Assurance of systems code	Percentage of peer-reviewed approved coding changes	100%	Monthly	100%
Self-service adoption	Percentage of calls received via Unidesk including service request forms	20%	Monthly	14%
Service requests as a % of calls received (versus incidents)	Fault reports vs BAU	90% service requests	Quarterly	90% SRs

NEW Indicators, coming soon:

KPI	Description	Target	Reporting Period	KPI Owner	First report due by:
Project Completion on Time	On time completed projects with approved scope changes	80%	Annually	PMO Manager	July 2024
Project Completion on Budget	Projects delivered within Budget	90%	Annually	PMO Manager	July 2024
Contract Management	Percentage of contracts reviewed and/or extended or terminated within required timescales	100%	Quarterly	Director of Service Delivery & Change	December 2023
LTE 1	Canvas module template published following agreed consultative process	By first Monday in June with zero days delay	Annually	Head of Learning Innovation & Development	June 2024 (consultative process published by end December 2023)
LTE 2	All new academic staff sent induction email with resources and offer of LTE training	100%	Quarterly	Head of Learning Innovation & Development	December 2023
LTE 3	Number of staff registered for LTE training sessions (academic development and digital learning)	Baseline to be established in 2023/24 with subsequent target of 10% increase per annum	Annually	Head of Learning Innovation & Development	July 2024 (baseline data)
InfoSec1	Percentage of IS staff who have completed the Cyber Security Training	100%	Quarterly	Cybersecurity Specialist	December 2023
InfoSec2	Percentage of Vulnerability patches successfully installed within SLA	98%	Quarterly	Cybersecurity Specialist	December 2023