Service Level
Agreement with Faculties
Key Performance Indicators 2008 |
| 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 for 100% of their advertised opening hours with the exception of closures due to external circumstances such as power failures, storms or plumbing works. |
Reported quarterly |
| 90% of items returned from loan reshelved within 24 hours Monday to Friday |
This indicator was exceeded in each quarter. The average for the year of 97.72% was an improvement over the 2007 result. |
Measured quarterly:
Jan – Mar 98.44%
Apr – Jun 98.8%
Jul – Sep 96.67%
Oct – Dec 97% |
| 85% of students agree that Library services are readily accessible |
The percentage increased by 1%, from 80.1% to 81.1%. |
Monash Experience Questionnaire report, administered August 2007
published January 2008. |
| The Library catalogue available during core service hours Monday to Friday 8.30am to 5.30pm with the exception of scheduled downtimes |
The catalogue was available at least 98% of the advertised times
throughout the year. Down times were due to a number of causes
but were generally for short periods totaling less than one hour
per event. |
Measured quarterly:
Jan – Mar 100%,
Apr – Jun 98.9%
Jul – Sep 99.98%
Oct – Dec 99.6%
|
|
| 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 31 October. |
91.92% of items requested were ordered. |
Measured quarterly
Jan – Mar
84.2%
Apr – Jun 94.2%
Jul – Sep
92.1%
Oct – Dec
97.2%. |
| 95% of web links in the Library catalogue are accurate |
Through out the year an average of 97.1% links were accurate.
In the first quarter the result was lower due to links changing
as a result of the change of Federal Government. |
Measured quarterly
Jan – Mar
94.1%
Apr – Jun 98.3%
Jul – Sep 98.2%
Oct – Dec
97.7% |
| 85% of students agree that Library resources are appropriate for their needs |
76.1% of students agreed with
the statement, which is 0.9% higher than in 2005. |
Measured biennially by the Monash Experience Questionnaire
Report, administered Aug 2007, reported January 2008. |
|
| 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 |
No report for 2008. |
Reported biennially through the client survey conducted by
Australian university libraries. |
|
| Service: No. 4 -
Learning Skills |
| Service
description: Learning skills services to facilitate the development of core skills and attributes that students need to learn within an academic environment and disciplinary context |
|
Key Performance Indicator |
Result |
Comments |
| Improvement in identified learning skills in a minimum of 3 identified units with integrated learning skills programs. |
Most units recorded positive student and/or academic staff feedback and some improved student performance in assessment tasks.
The KPI Addendum Report provides details of 16 units (2 Business and Economics, 5 Engineering, 3 Information Technology, 4 Law, 2 Science) with integrated learning skills programs.*
|
Measured annually.
Pre and post Unit Evaluation data for selected units (‘overall satisfaction’ higher than 70% over a mean of 4). |
| 70% of students are satisfied with the opportunities they have had to develop their language and learning skills to meet their needs at university (target mean of 4). |
In the 2008 MSEQ 73.9% of students agreed that Library services support their learning effectively (mean 3.87). The target was 70%. Next MSEQ is due in 2010.
Next MEQ is due in 2009.
|
Measured annually.
Monash Experience Questionnaire (MEQ), Monash Support Experience Questionnaire (MSEQ) on alternate years.
Course Experience Questionnaire (CEQ) Generic Skills scale.
MEQ Generic Skills scale.
|
| 90% of Higher Degree Research students are broadly satisfied with the opportunities they have had to improve their reading and writing for research through the Learning Skills Unit (target mean of 4). |
The learning skills additional question for the 2008 HDR exit survey was not implemented, but will be for 2009.
The next Postgraduate Research Supervision Survey is due in 2009.
|
Measured annually.
HDR exit survey and biennial Postgraduate Research Supervision Surveys.
|
* The learning Skills KPI addendum is accessible at: http://www.lib.monash.edu.au/about/sla (as part of the January 2009 Report)
|
| Service:
No. 5 -Physical Environment |
| Service description: Study and work environment |
|
Key Performance Indicator |
Result |
| 75% of
library users satisfied with library facilities and equipment |
Nothing to report this period. |
Reported biennially through the client survey conducted by Australian university libraries. |
| 70:1 ratio of on-campus students (EFTSU) to workstations. |
Current ratio of students to workstations is 33:1. |
Reported annually
On-campus students (EFTSU) per workstation.
|
|
| Service:
No. 6 - Flexible learning 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 queries were resolved within 24 hours. |
Measured biannually. |
|
| Service:
No. 7 - 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. |
More than 95% of requests were processed within 24 hours of receipt. |
Measured quarterly. |
| 95% of requested material or notice of its availability forwarded to postgraduate students and staff within one working day of receipt |
More than 95% of requesters were notified within 24 hours. |
Measured quarterly. |
|
| Service:
No. 8 - 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. |
Nothing to report this period. |
Measured biannually. |
|
