Service Level Agreement with Faculties
Key Performance Indicators 2005 |
| 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 2005 with the exception of short-term closures due to external circumstances (see Comments) |
Unplanned closures: Caulfield (8 hours 14-15 June; 14 hours 19-20 November), Gippsland (7 hours 2 November), Law (half an hour, date unspecified), Matheson Annexe (3 hours, date unspecified; 5.5 hours 12-13 September). Reported on quarterly
|
|
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) |
January-March 96.86%; April-June 2005 97%; July-September 99.77%; October-December 99.11%. Measured quarterly |
|
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) |
January-March 99.71%; April-June 100%; July-September 98.5%;
October-December 99.94%. Reported on quarterly |
|
| 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 |
95.3% of items requested within budget had been ordered as at 21
December 2005 |
Measured quarterly 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 2005 sampling (see Comments for specific results) |
February 98.5%; May 98.7%; 15 September 98.8%; 15 December
99.0%. Measured quarterly |
|
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 |
46:1 ratio of on-campus students (EFTSU
– 2005) to workstations |
On-campus
students (EFTSU) per workstation; measured annually.
The
significant change in ratio for 2005 was due to increases in the
numbers of PC workstations at Hargrave-Andrew Library (46 to
128), Law (12 to 23) and Peninsula (36-43) |
|
| 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) |
January-March 100%; April-June 95%;
July-September 95%; October-December 100%. Sampling reported on
quarterly |
|
95% of requested material or notice
of its availability forwarded to postgraduate students and staff
within one working day of receipt |
On one sample, the result fell below
the KPI. On the other three samples, the results showed 95%-97%
of requested material or notice of its availability was
forwarded to postgraduate students and staff within one working
day of receipt (see comments for specific results) |
January-March 90%; April-June 95%; July-September 95%;
October-December 97%. Sampling reported on 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 |
Comments |
|
Service level
agreements negotiated with partner institutions |
Major Projects Victoria commenced
building the synchrotron in March 2005. Its staff are affiliates
of the University and will, by agreement, be provided with
library services |
No other
changes. Reported on biannually |
|
