Service Standards

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

Item Target Performance 2021/22
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: 78%1
AV materials: 91%
E-resources: 99%
(Jan-Dec 2021)

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 2 working days of request being received.


90%


92%

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: 83%
- Articles: 90%
From overseas: 
- Articles: 91%

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%


100%

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%


97%

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 Homepage and facilities booking system are up and running.


99%


99.9%

Library Homepage & Facilities Booking System

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


99%


100%

Notes

  1. Due to Library's closure and special work arrangements during COVID-19 in 2021, there were delays in receiving and processing physical books.