Service Standards

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

  Target Performance 2019/20
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: 67%1
AV materials: 85%
E-resources: 99%
(Jan-Dec 2019)

Putting items on reserve

Requests for placing books or AV materials on reserve will be fulfilled within 2 working days.


95%


99% (books)
100% (AV materials)

Delivery from remote store

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


90%


94%

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:73%2
- Articles: 86%
From overseas: 
- Articles: 83%

User Suggestion & Enquiry

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


95%


99%

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%


100%

Searching Missing Items

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


90%


92%

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. As the Library was closed from 11 November 2019 - 12 January 2020 due to the campus incident in November 2019, there were delays in receiving and processing physical books during the period.
  2. The turnaround time for books obtained from local libraries was adversely affected due to the campus incident in Nov 2019. Between Feb and April 2020, the service suspensions and limited services in all local academic library due to work arrangements by the respective Universities in response to COVID-19 pandemic has also affected the turnaround time.