Service Standards

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

  Target Performance 2017/18
Acquisition & subscription of information resources

Books and AV materials will be ready for use within 9 weeks from ordering, while e-resources will be made accessible within 4 weeks from ordering.


80%

Books: 81%
AV materials: 97%
E-resources: 97%

Putting items on reserve

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


95%


99%

Delivery from remote store

Items held in remote storage will be delivered within 2 working days of request being received.


95%


99%

Inter-library loan & document delivery

Requests for books and articles from local libraries will be provided within 6 and 9 working days, respectively.  Articles only available overseas will be provided within 4 working days. 


80%

Articles:
- from overseas: 81%;
- from local: 87%
Books, from local: 77%*

Counter services

The Library will attend to users at service counters within 5 minutes.


95%


99.9%

User Suggestion & Enquiry

An initial response will be sent within 2 working days for enquiries received in User Support System (USS).


85%


93%

Citation search

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


85%


85%

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


95%


Shelving: 100%
Searching missing items:
96% (books), 
100% (AV materials)

OneSearch Discovery Tool

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


99%


99.9%

Library Homepage & facilities booking system

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


99%


99.9%

* The turnaround time for local books was adversely affected by the drastic increase (over 270%) in the number of requests received due to migration of the Integrated Library System in July 2017, when most HKALL requests received were directed and handled by inter-library loan services in the initial stage.