Service and Business Standards are our commitment to the staff, students and visitors of the library and the expected level of service that they will receive from the Customer Experience and Insight team. Our standards performance is published here once data has been collected and analysed. The quality of all customer interactions continues to be monitored in order to meet the agreed service level agreement (SLA) objectives. Our performance data is reviewed every six months to inform areas for development and celebrate customer service success.
Our Service Standards (SLAs)
We acknowledge a gap in the collection of data for our Service Level Agreements (SLAs) from Spring 2023 - this was caused by two factors:
- The University of Hull’s Digital Transformation projects (started in 2022, still ongoing) – the University wanted to address the issues of poor user experience, disjointed data, slow processing, poor workflow and decided to invest in its digital estate to facilitate a better experience for students and staff. For the Library, this meant the implementation of ServiceNow as ITSM (IT service management system) in the spring of 2024. The reason for the Library to share a service management system with IT is because, at the time, the Library’s Customer Experience team provided 1st line support for IT queries (commonly known as Triage.) This, however, created several challenges as this ITSM was not particularly well-equipped for dealing with Library-specific queries, especially from external customers. As well as having to adapt and learn a whole new query management system, our team often had to “make do” with workarounds until these issues could be addressed by the ServiceNow development team. Furthermore, to this day, there is still very little understanding and knowledge as to the reporting capabilities of ServiceNow and our team is working in collaboration with our colleagues in Service Management to be able to extract the data we would need for efficient and useful data monitoring for our SLAs.
- Staffing changes and subsequent restructure of our leadership team. To address this and prevent any future disruption we are establishing a dedicated working practice group focused on the ongoing monitoring of SLAs and the consistent collection of relevant data. This initiative aims to ensure continuity and accountability, minimising any potential single points of failure. By implementing this approach, we are committed to upholding the high standards outlined in our Service and Business Standards,
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National Student Survey (NSS)
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2024 result
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Sector Average
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Question 20 " How well have the library resources (e.g. books, online services and learning spaces) supported your learning?"
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92.31%
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90.00%
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Our Service Level Agreements and performance data
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Face to Face enquiries
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Feb 2025
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Weekdays 8:30am-6pm
Weekends and Bank Holidays 9am-5.30pm
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All face to face enquiries will be acknowledged within 30 seconds with queries being resolved immediately if library related or transferred to the most appropriate person, hub or department in any form of contact.
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100%
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All face to face enquiries received after this time will be acknowledged within 60 seconds and resolved by the Security team if this is within their knowledge. Any queries which are outstanding will be noted with a form of customer contact. These enquiries will be responded to the next working day within 1 hour.
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100%
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Our Service Level Agreements and performance data
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Telephone enquiries & Voicemail
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Feb 2025
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Weekdays 8:30am-6pm
Weekends and Bank Holidays 9am-5.30pm
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All calls shall be answered within 30 seconds with queries being resolved immediately if library related or transferred to the most appropriate person/hub/department in any form of contact. Voicemails received are logged as an email enquiry and responded to within 24 hours.
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100%
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| Voicemails received are logged as an email enquiry and responded to within 24 hours. |
80%*
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* In 2024 we implemented a new online enquiry system. Due to an administrative error voicemails were not routed through the system and we had to implement a workaround when we discovered this.
Our Service Level Agreements and performance data
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Email the library or Raise an enquiry
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Jan 2025
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Feb 2025
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Mar 2025
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Weekdays 8:30am-5.45pm
Weekends and Bank Holidays 9am-5.15pm
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All email enquiries or enquiries raised via Service Now will be triaged to the correct department with all customer service queries logged in the first instance within 24 hours.
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100%
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100%
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100%
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All email enquiries will be resolved within our SLA of five working days (please note the time a call spends ‘on hold’ waiting for information from the caller is not counted).
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100%
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100%
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100%
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Our Service Level Agreements and performance data
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Library Live Chat
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Jan 2025
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Feb 2025
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Mar 2025
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Weekdays 8:45am-5.45pm
Weekends and Bank Holidays 9.15am-5.15pm
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100% of enquiries will be acknowledged within 30 seconds with queries being resolved immediately if library related or transferred to the most appropriate person, hub or department in any form of contact. Live chat appears offline outside of the hours stated with alternative forms of contact advertised to our customers.
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82%
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85%
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81%
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We aim to provide a quality LiveChat service with a 90% satisfaction score of good or excellent.
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97%
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93%
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100%
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Our Service Level Agreements and performance data
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Feedback and Complaints
Our Complaints Policy
Brynmor Jones Library Complaints Procedure
Library Feedback
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Jan 2025
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Feb 2025
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Mar 2025
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Weekdays (excluding Bank Hols) 8:30am-5pm
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All feedback or complaints received will be kept confidential and responded to within 24 hours as described in the policy. If unresolved by a Customer Experience Manager, the complaint will be triaged to the Head of Customer Experience and Insight and a response given within the time frame stated. If the complaint cannot be resolved through the local informal process, then an escalation to a formal complaint may be made.
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None received
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100%
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100%
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We aim to provide a complaints process which is fair and accessible to ensure a timely response to concerns raised.
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100%
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100%
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100%
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Suggest a Purchase
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Nov 2024
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Dec 2024
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Jan 2025
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Weekdays (excluding Bank Holidays) 9am-5pm
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Purchase forms submitted through our webpage allow a customer to ask for new materials including physical resources and eResources. These suggestions are processed within 3 working days. eBooks purchased will be available for immediate use by the user. Print resources will be placed on the hold shelf as a priority for the customer once received at the Library. An email stating the item is available for collection will be sent to the patron within one hour.
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83.3%
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85.7%
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92.8%
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Our Business Standards
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Building
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2024/2025 Aim
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2024/2025 Result
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The Library is open every day except Bank Holidays (the exception is for the early May Bank Holiday).
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100%
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The library is staffed from Monday to Friday 8.30am to 6pm, and Saturdays, Sundays, and Bank Holidays (if open) 9am to 6pm.
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100%
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The library is staffed overnight with security staff Monday to Friday 6pm to 12am and Saturday and Sunday from 5.30pm to 12am except for January and May when it will be until 8.30am (24/7 opening).
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100%
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Our Service Level Agreements and performance data
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Returned items
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Apr 2023
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Weekdays 8:30am-5.45pm
Weekends and Bank Holidays 9am-5.15pm
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All High Demand collection (HDC) books returned will be available and on shelf in the Reading Room within 24 hours the same or the next working day specific to the hours stated.
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100%
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Weekdays 8:30am-5.45pm
Weekends and Bank Holidays 9am-5.15pm
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All floor 2-7 books returned will be available and on shelf in the tower within 24 hours the same or the next working day specific to the hours stated.
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100%
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Our Service Level Agreements and performance data
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Available Holds
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Jan 2025
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Feb 2025
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Mar 2025
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Weekdays 10am, 12pm, 2pm & 4.30pm
Weekends and Bank Holidays 10am & 3pm
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Available hold requests will be processed and be on the relevant shelf for collection within two hours of the times specified, where available.
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100%
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79%*
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100%
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*Our library management system was offline for 2.5 days which meant we were unable to see and action the available holds for that period.
This data is collected at random over the course of a 4 week period in order to inform changes to our working practices. All Service standards are calculated within our working hours as specified in each criteria. If you would like to feedback on our service or business standards, data or library services, please use our feedback form.