The library provides quarterly reports to faculties
on the results of the Key Performance Indicators (KPIs) in the Service
Level Agreement (SLA) that has been jointly agreed between the library and
the faculties. The following table relates to data measured during 2004.
SLA reports are also provided to the General Library Committee, whose
members include the SLA Faculty Feedback Team.
Service Level Agreement with Faculties
Key Performance Indicators 2004 |
| Service: No. 1
- Information Resources: Access and Delivery |
| Service description: Access to materials and resources |
| Key Performance Indicator |
Result |
Comments |
|
Library open
100% of advertised opening hours. |
All libraries
were open during advertised opening hours. |
|
|
90% of items
returned from loan reshelved within 24 hours Monday to Friday. |
99% of items
sampled were reshelved or reissued on loan within 24 hours. |
|
|
70% of
students agree that library services are readily accessible. |
In the Monash
Experience Questionnaire administered in 2003, 90.4% of students
broadly agreed that library services are readily accessible. |
This KPI has
been adjusted upwards to 85% to reflect the MEQ results. |
|
The library
catalogue available during core service hours Monday to Friday
8.30am to 5.30pm with the exception of scheduled downtimes |
The library
catalogue was available 99.7% of library core service hours
(based on 50 weeks of the year). |
|
|
| Service: No. 2
- Information Resources: Collection Management |
| Service description: Development, selection, acquisition, cataloguing, maintenance and overall management of library resources |
| Key Performance Indicator |
Result |
Comments |
|
95% of items
requested within budget are ordered by year end |
95.1% of
items requested within budget were ordered by year end |
The remainder
will be ordered in 2005. |
|
95% of web
links in the library catalogue are accurate |
99% of web
links in the library catalogue were accurate. |
All
inaccurate links identified in 2004 were corrected within 1
month. |
|
60% of
students agree that library resources are appropriate for their
needs |
In the Monash
Experience Questionnaire administered in 2003, 88.9% of students
broadly agreed that library resources are appropriate for their
needs. |
This KPI
has been adjusted upwards to 85% to reflect the MEQ results.
|
|
| Service: No. 3
- Information Services |
| Service description: Information services to enable library customers to identify, locate and effectively use appropriate materials and services |
| Key Performance Indicator |
Result |
Comments |
|
75% of
library users satisfied with the quality of library service |
|
This KPI is
measured in the biennial Customer Survey and will be reported in
2005. |
|
| Service: No. 4
- Physical Environment |
| Service description: Study and work environment |
| Key Performance Indicator |
Result |
Comments |
|
75% of
library users satisfied with library facilities and equipment |
|
This KPI is
measured in the biennial Customer Survey and will be reported in
2005. |
|
70 students (EFTSU)
per networked library computer workstation. |
78 students (EFTSU)
per networked library computer workstation. (64 students (EFTSU)
per PC including training rooms.) |
70 students (EFTSU)
per networked library computer workstation is the goal for end
of 2005. |
|
| Service: No. 5
- Flexible Library Services |
| Service description: Delivery of library resources to off campus students (a) students enrolled in an off campus learning course; (b) students enrolled in a course that does not require on campus attendance; (c) students undertaking a combination of on campus and off campus courses |
| Key Performance Indicator |
Result |
Comments |
|
90% of
requests resolved or forwarded for action within 48 hours of
receipt Mon to Fri. |
100% of
requests sampled were resolved within 48 hours. |
|
|
| Service: No. 6
- Document Delivery Services |
| Service description: Delivery of requested items not available in home campus Monash Library |
| Key Performance Indicator |
Result |
Comments |
|
95% of
requests dispatched to first potential supplier within one
working day of receipt |
100% of all
requests accepted were dispatched within one working day. |
|
|
95% of
requested material or notice of its availability forwarded to
postgraduate students and staff within one working day of
receipt |
99.5% of
articles received and notices of availability were forwarded
within one working day. |
|
|
| Service: No. 7
- Partnerships |
| Service description: Services to hospital libraries; services to overseas campuses and centres; cooperative services and partnerships |
| Key Performance Indicator |
Result |
Comments |
|
Service level
agreements/contracts in place |
Preparation of agreements with hospital libraries is in
progress.
SLAs with
Monash South Africa and Monash University Malaysia libraries
were endorsed |
Development
of service agreements continued throughout 2004. |
|
