Library
KPI performance monitoring
How Library and Learning Services is performing against our key performance indicators.
Our key performance indicators (KPIs) will be monitored on a monthly basis to ensure we are meeting or exceeding our service objectives.
You can read our KPIs and monthly performance by expanding the table below.
Key Performance Indicators | August 2022 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
100% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
99% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
86% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
77% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
Not yet available |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
100% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
100% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
N/A |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
91% |
We will make returned items available for loan within 24 hours of their return. |
77% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
N/A |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
100% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
95% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |
Key Performance Indicators | September 2022 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
100% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
99% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
50% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
53% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
Not yet available |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
100% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
56.5% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
100% |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
96% |
We will make returned items available for loan within 24 hours of their return. |
53% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
100% |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
100% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
100% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |
Key Performance Indicators | October 2022 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
100% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
100% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
95% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
62% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
100% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
Not yet available |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
65% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
95% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
28% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
100% |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
95% |
We will make returned items available for loan within 24 hours of their return. |
100% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
100% |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
100% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
93% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |
Key Performance Indicators | November 2022 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
100% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
100% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
79% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
100% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
50% |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
73% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
85% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
100% |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
97% |
We will make returned items available for loan within 24 hours of their return. |
100% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
100% |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
100% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
100% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |
Key Performance Indicators | December 2022 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
98% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
100% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
89% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
79% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
80% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
100% |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
84% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
89% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
84% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
100% |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
97% |
We will make returned items available for loan within 24 hours of their return. |
80% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
100% |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
66% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
100% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |
Key Performance Indicators | January 2023 |
---|---|
We will be open for 99% of our advertised opening hours across our Information Services desks. |
100% |
We will provide an initial response to 95% of all (library, ITS, generic) queries to support@yorksj.ac.uk or Sunrise jobs logged, within 2 hours, during staffed library hours. |
100% |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Print Services will complete all student requests (including dissertations) within 1 working day from receipt of the request. All standard requests from staff for printing, photocopying and stationery will be completed within 3 working days from receipt of the request. Requests which are non-standard will have extended timescales which will be agreed with the member of staff placing the order. |
100% |
Teaching room checks outside the Fountains building will be completed at least once a week during term time, with any faults reported. |
100% |
We will acknowledge 95% of all inter-library loan requests within 3 working days. |
Not yet available |
We will aim to acquire 90% of new books within 30 days of an order being placed for items in stock at our suppliers. |
92% |
We will re-shelve items within 24 hours of their return (assuming there are no reservations on the item) to ensure print resources will be accessible to borrowers. |
78% |
When an accessibility service registered user makes an alternative formats request, we will supply 75% of requests within ten working days and 100% within fifteen working days (excluding library closure dates). |
100% |
100% of essential readings (as agreed between the relevant academic liaison librarian and academic teaching team) will be made available at no extra cost to students. |
100% |
All emails requesting support and guidance to our research support email address, ray@yorksj.ac.uk, will be answered within 4 working days. |
100% |
Our university repositories (RaY and RaYDaR) will be available 99.5% of the time, excluding planned maintenance. |
100% |
We will aim to be at or above benchmark (83.95%) for student satisfaction for question 19 each year on the National Student Survey. |
85.84% |
We will aim for at least 90% positive sentiment across all our feedback mechanisms. |
82% |
We will aim to achieve CSE accreditation each year with no partially compliant criteria and at least 3 areas of compliance plus. |
May 2022 results: full Compliance with 6 Compliance Plus |
We will aim for at least 90% of respondents accessing study skills (library, study and digital) support, agreeing or strongly agreeing that the support they received positively impacted their learning and increased their confidence. |
100% |
Our Customer Services staff will undertake at least 1 hour of training and development (this includes conference attendance, webinar attendance, supplier demos, in-house training, shadowing, reading of relevant research or policy) per week. |
74% |
100% of feedback relating to improvement of the service feeds forward into discussion and action planning. |
Yes |
100% of actions taken in response to feedback will be visible to our customers in the form of written statements available at feedback points. |
Available in the Library - produced quarterly |
During term time, open access PC checks in Fountains Learning Centre will be carried out weekly with any faults reported. |
100% |
90% of computing hardware (laptops and open access PCs) will be in working order at all times. |
97% |
We will make returned items available for loan within 24 hours of their return. |
78% |
Our library catalogue will be available for resource discovery 99.5% of the time, excluding planned maintenance. |
100% |
Our Talis reading list system will be available to support academic learning 99.5% of the time, excluding planned maintenance. |
100% |
During term time, IT teaching rooms in Fountains Learning Centre will be checked twice monthly, with any faults reported. |
100% |
We will respond to all HUSH texts reporting disturbances on the silent floor within 10 minutes. |
50% |
ID checks will be carried out every evening between the hours of 6pm and 8am. |
100% |
At least 60 minutes of daily staff time is used to monitor comfort and maintenance of the library building. |
100% |