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Our Service Standards

Our Standards

Due to COVID-19 operational restrictions, we are unable to measure all of our standards and temporary adjustments, or suspensions have been applied.  We hope to return to monitoring all our standards as soon as possible. 

Current Standard
Measurement
Books returned to their home library, will be quarantined following current COVID-19 guidelines and be available within 24 hours after this period.  Observation during academic year 
We aim that 90% of your online chat conversations will be answered within one minute  Samples – 2 per Semester during each Academic Year 
We aim that 90% of your online chat conversations will be resolved  Targeted question in How did we do? survey 
We aim to provide a friendly, comfortable and safe study environment/campus  Targeted question in UoD Student Pulse Survey  
95% of Inter Library Loan requests will be processed within 3 working days of receipt  Samples – 2 per Semester during each Academic Year 
90% of Inter Library Loan requests will be fulfilled within two weeks  Samples – 2 per Semester during each Academic Year 
We will respond personally to your email enquiry, feedback and complaint within 1 working day and a response within 3 working days  Samples – 2 per Semester during each Academic Year 
Calls to our general enquiry telephone number (01382 384087) to be answered within five rings and have a voicemail facility for calls outwith our help service hours  Observation and Samples  - 2 per academic year 
We aim to achieve at least 90% satisfaction rating for responses to enquiries, feedback and complaints   Targeted question in How did we do? survey  
We aim to achieve at least 90% satisfaction rating on Question 19 in the National Student Survey (NSS)  NSS annual survey for final year undergraduates  
Temporarily Suspended Standard
Measurement

The library will be open as publicised

 

Spreadsheet maintained detailing any  failures,  closures  or  changes 

We aim to answer you within 5 minutes when visiting our help points

 

Observation and monitoring during academic year

We aim to resolve 90% of InfoZone or Enquiry Desk enquiries and online chat conversations at first point of contact, referring in a timely manner the remainder to colleagues with specialist knowledge or to our partners

 

Daily recording of enquiries at InfoZone / Enquiry desks

90% of attendees at a digital skills session will agree that what they have learned will be useful in the future

 

Workshop Survey with targeted question

We train and develop staff who are friendly, knowledgeable and committed to helping you to get the best from the library service LLC Staff training and development sessions
We aim to achieve at least 90% satisfaction rating with the services you receive Targeted question in LLC Annual Survey
We aim to achieve at least 90% agreement that we provide a quality library service Targeted question in LLC Annual Survey

Notes

Working days – Monday to Friday 9am to 5pm

(Excludes Christmas Vacation period when the University closes for 2 weeks – Main Library and Robertson Trust Medical Library, Ninewells Hospital remain open as study space only)

 

Published 2016; Reviewed November 2018; Reviewed Semester 1 2019-2020; Approved and Published January 2020; Covid Review April 2021