Service Standards

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

  Target Performance 2016/17
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 12 weeks respectively, while e-resources will be made respectively accessible within 4 weeks.


80%


Books: 82%
E-resources: 93%
AV materials: 85%

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%


Books: 96.4%
AV materials: 100%

Delivery from remote store

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


95%


95.6%

Inter-library loan & document delivery

Requests for inter-library items, books and articles from local libraries will be provided within 6 and 9 working days, respectively, and within 16 and 4 working days for books and articles only available overseas.


80%


Local books & articles: 80% & 95%
Overseas books & articles: 83%

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%

Citation search

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


85%


89%

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%


95%
98%

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:
97.4% (books);
100% (AV materials)

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: 98%

Library Homepage & facilities booking system

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


99%


100%