Service Standards

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

  Target Performance
2015/16

Priority services

Priority services for users with special needs will be provided immediately.

100%

 

100%

 

Acquisition & subscription of information resources

Books and AV materials recommended by users and approved for purchase will be ready for use within 8 and 11 weeks respectively, while e-books, e-journals or databases will be made respectively accessible within 4 and 6 weeks.

80%

 

books: 85%
e-books: 82%
e-journals: 82%
AV items:86%

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%

 

100%

 

Delivery from remote store

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

95%

 

100%

 

Inter-library loan & document delivery

Requests for inter-library items, books and articles from local libraries will be provided within 5 and 9 working days, respectively, and within 16 and 4 working days for books and articles only available overseas.

80%

 

books & local articles:83%
overseas articles: 87%

 

Counter services

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

95%

 

99%

 

Suggestion box

Enquiries via Suggestion Box will be acknowledged within one working day.
An initial response will be sent within 2 working days.

100%
85%

 

acknowledged:  100%;
responded: 87%

 

Card issuance

Issuance of Library cards will be completed within 1 working day.

95%

 

100%

 

Citation search

Citation Search reports will be completed within 8 working days upon receiving request.

85%

 

100%

 

Institutional Research Archive (IRA)

Research output submitted by researchers will be uploaded on to the IRA within 9 working days. Requests to update researcher profile will be carried out within 5 working days

85%

 

91%

 

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:99%

 

Computing & printing facilities

Computers, printers, scanners and photocopies in the Library are available for use during Library’s opening hours.

95%

 

computers:99%
printers, copiers, scanners: 97%

 

Library Homepage & facilities booking system

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

99%

 

100%