Service Level
Agreement with Faculties
Key Performance Indicators 2006 |
| 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 100% of advertised opening hours during
2006 with the exception of short-term closures due to external
circumstances, mostly to do with power loss (see Comments). |
Reported on
quarterly
Unplanned
closures:
Berwick (2hrs
on 23 Jan, 2hrs 4 July, 1.5hrs 12 July),
Caulfield
(0.5hrs 3 Jan, 1.5hrs 13 Apr, 1hr 2 Sep),
Gippsland (0.25hrs 20 March, 0.5hrs 17
June, 0.25hrs 11 Dec, 1.25hrs 14 Dec),
Hargrave-Andrew
(none),
Law (2.25hrs
4 Dec),
Matheson (3.25hrs 4 Dec),
Matheson Annexe (3hrs 16 May, 3hrs 16 Sep),
Peninsula (none),
Pharmacy
(none).
|
|
90%
of items returned from loan reshelved within 24 hours Monday to
Friday |
This KPI was more than adequately fulfilled: close to 100% of items
returned from loan were either reshelved or lent out again within
24 hours after quarterly samples were selected (see Comments for
specific results) |
Measured quarterly
January-March
98.21 %; April-June 99.56%;
July-September 98%; October-December 99 %.
|
|
85% of
students agree that library services are readily accessible
|
Table 8 of
Monash Experience Questionnaire 2005 shows a 4.02 mean result in response to the
question: ‘The library services are readily accessible’. Responses indicated
94.4% agreement with the question. The result is an improvement of 0.13 on MEQ
2003 mean result of 3.89
|
The Library’s
2005 score achieved the top rating for Student Support/Resources (Table 33). MEQ
is conducted biennially
|
|
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 close to 100% of library
core service hours, based on 50 weeks of the year (see Comments
for specific results) |
Reported on
quarterly
January-March
98.9%;
April-June 100 %;
July-September 98.6%;
October-December 100 %.
|
|
| 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 31 October
|
98.37% of items requested within budget had been ordered as at
31 October |
Measured against
31October target for each year |
|
95% of web links in the library catalogue are accurate |
Close to 100% of web links in the library catalogue were
accurate in 2006 sampling (see Comments for specific results)
|
Measured quarterly
Jan-Mar 99.1 %;
Apr-Jun 99.1 %;
Jul-Sep 98.7 %;
Oct-Dec 98.7%
|
|
85% of students agree that library resources are appropriate for
their needs |
Monash Experience Questionnaire 2005 results, University
Summary, Table 2, indicate a mean result of 3.90 in response to
the question:’ The library resources are appropriate for my
needs‘. Responses indicated 92.8% broad agreement with the
question. The result is an improvement of 0.18 on MEQ 2003 mean
result of 3.72 |
The Library’s 2005 score achieved the second top rating for
Student Support/Resources (Table 33). MEQ is conducted
biennially |
|
| 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 |
74% of library users satisfied with the quality of library
service |
Customer survey conducted biennially by Australian university
libraries by Rodksi. Monash University Library’s most recent
survey was in May 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 |
64% of library users satisfied with library facilities and
equipment |
Customer survey conducted biennially by Australian university
libraries by Rodksi. Monash University Library’s most recent
survey was in May 2005 |
|
70:1 ratio of on-campus students (EFTSU) to workstations |
35 :1 ratio of on-campus students (EFTSU – 2006) to
workstations* |
On-campus students
(EFTSU) per workstation; measured annually.
*Due to collaborative arrangements with Information Technology
Services (ITS), the Library and Learning Commons have a mixture
of computers funded by the Library and ITS that are counted as
part of the ratio. |
|
| 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 Monday to Friday |
100% of requests were resolved or forwarded for action within 48
hours of receipt Monday to Friday |
Measured by samples taken biannually in January and July |
|
| 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 |
Between 95% and 100% of requests were dispatched to the first
potential supplier within one working day of receipt (see
comments for specific results) |
Sampling reported
on quarterly
Jan-Mar 95 %;
Apr-Jun 95%;
Jul-Sep 97%;
Oct-Dec 100%.
|
|
95% of requested material or notice of its availability
forwarded to postgraduate students and staff within one working
day of receipt |
Between 95% and 98% of requested material was forwarded to
postgraduate students within one working day of receipt |
Sampling reported
on quarterly
Jan-Mar 95 %;
Apr-Jun 95%;
Jul-Sep 95%;
Oct-Dec 98%.
|
|
| 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 negotiated with partner institutions |
No new service level agreements were negotiated in 2006 |
Reported on biannually |
|
