Service Standards

Dedicated to delivering timely and responsive service, the Library endeavors to meet the following service standards under normal conditions.

Item Target Performance 2023/24
Acquisition & subscription of electronic resources

E-resources will be made accessible within 4 weeks from ordering. 


90%


98%
Putting items on reserve

Requests for placing books or AV materials on reserve will be fulfilled within 2 working days provided that the items are on shelf.


95%


100%
Delivery from remote store

Items held in remote storage will be delivered within 3 working days of request being received.


90%


98%
Inter-library loan & document delivery

Under normal circumstances, requests for books and articles from local libraries will be provided within 6 working days.  Articles only available overseas will be provided within 4 working days. 


80%

From local: 
- Books: 99%
From overseas: 
- Articles: 90%
User Suggestion & Enquiry

An initial response will be sent within 2 working days for enquiries received by email or online form


95%


100%
Citation search

A standard citation search report will be completed within 8 working days upon receiving request.


90%


95%
Shelving

Returned books or serials, reserve books, and AV materials will be respectively made available for user borrowing within 1 working day, 30 minutes, and 1 hour under normal circumstances. 


95%


98%
Searching Missing Items

The Library will search for missing items within 2 working days upon receiving user report.


90%


100%
OneSearch Discovery Tool

The Library's OneSearch Discovery Tool is up and running.


99%


99.99%
Library Homepage & Facilities Booking System

The Library Homepage and facilities booking system are up and running.


99%


99.99%