Service Level
Agreement with Faculties
Key Performance Indicators 2007 |
| Service:
No. 1 - Information resources: access and delivery |
| Service
description: Access to materials and resources |
| Key Performance Indicator |
Result |
| Library open 100% of advertised opening hours |
All libraries were open 100% of advertised opening hours during 2007 with the exception of closures due to external circumstances, mostly to do with power loss. |
Reported quarterly |
| 90% of items returned from loan reshelved within 24 hours Monday to Friday |
Result exceeded the target for this KPI in each quarter of 2007. The annual average showed that at least 96% 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:
Jan – Mar 97.33%
Apr – Jun 96%
Jul – Sep 99.34%
Oct – Dec 98.44% |
| 85% of students agree that Library services are readily accessible |
Responses indicated 94.5% agreement with the question. The result is an improvement over the 2005 MEQ results |
Reported biennially. Table 8 of Monash Experience Questionnaire 2007 shows a result of 94.5% agreement (4.06 mean) in response. to the question: ‘The Library services are readily accessible’. The 2005 results were 94.4% with a 4.02% mean. |
| 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 at least 98% of Library core service hours, based on 50 weeks of the year. |
Measured quarterly:
Jan – Mar 100%,
Apr – Jun 99.32%,
Jul – Sep 100%,
Oct – Dec 98.2%
|
|
| Service: No. 2 - Information resources: collection management |
| Service description: Development, selection, acquisition, cataloguing, maintenance and overall management of Library resources |
|
Key Performance Indicator |
Result |
| 95% of items requested within budget are ordered by the end of the year |
95.8% of items requested within budget had been ordered as at 31 December 2007. |
|
| 95% of web links in the Library catalogue are accurate |
This KPI was exceeded in each quarterly measure of the accuracy of web links in the Library catalogue (see Comments for specific results). |
Jan – Mar 98.5%
Apr – Jun 98.9%
Jul – Sep 98.6%
Oct – Dec 95.8% |
| 85% of students agree that Library resources are appropriate for their needs |
92.4% broad agreement with the question exceeds this KPI significantly. (MEQ 2007) . |
The response to the statement: “The Library resources are appropriate for my needs” was 0.4% less than in 2005. The mean result (3.92) is 0.02 less than in the MEQ 2005 (mean result was 3.90). These differences are so small that it is impossible to predict causes for the change. |
|
| 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 |
| 75% of library users satisfied with the quality of library service |
75.3% of library users satisfied with the quality of library service (Library users survey 2007). |
Library users survey conducted biennially by Australian university libraries by InSync (previously known as Rodski). Monash University Library’s most recent survey was in May 2007 |
|
| Service: No. 4 - Physical environment |
| Service
description: Study and work environment |
|
Key Performance Indicator |
Result |
| 75% of library users satisfied with library facilities and equipment |
67.5% of library users reported that they are satisfied with library facilities and equipment (Library users survey 2007). |
This is an increase above 65.8% in the 2005 survey. The completion of the Pharmacy Library refurbishment will lead to an improvement here, however substantial improvement is not expected until the Sir Louis Matheson and Caulfield Libraries are refurbished. |
| 70:1 ratio of on-campus students (EFTSU) to workstations |
37:1 ratio of EFTSU per dedicated student PC (excluding IT training rooms) |
On-campus students (EFTSU) per workstation; measured annually. Despite this improvement against the target students are still requesting more computers |
|
| 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 |
| 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 |
| 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. |
Sampling reported quarterly |
| 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 quarterly |
|
| Service:
No. 7 - Partnerships |
| Service
description: Services to hospital libraries; services to
overseas campuses and centres; cooperative services and partnerships |
|
Key Performance Indicator |
Result |
| Service level agreements negotiated with partner institutions |
Negotiations began with Monash College to draft a Service Level Agreement |
Reported on biannually |
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