Service Level Agreements (SLAs) 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 Services Team. Our SLA performance for the last three months is published here and updated monthly. The quality of all customer interactions continues to be monitored in order to meet the agreed SLA objectives. Our performance data is used to inform areas for development and to celebrate customer service success.
Download our Service Level Agreement 6-monthly review (December 2019).
Our Service Level Agreements Framework is updated annually. If you would like a copy, you can request this by contacting us.
Our Service Level Agreement Performance
Our Service Level Agreements and performance data
|
National Student Survey (NSS)
|
2019 result
|
Sector Average
|
|
Question 19 details student overall satisfaction with the library and its services.
|
90.1
|
87%
|
Our Service Level Agreements and performance data
|
Building
|
2018/2019 Aim
|
2018/2019 result
|
2019/2020 Aim
|
|
The Library is open 24/7 every day except Christmas Day, Boxing Day and New Years Day.
|
100%
|
99.95% due to a power outage
|
100%
|
|
The library is staffed from Monday to Friday 8.30am to 8pm, Saturday/Sunday/Bank holidays 9am to 5.30pm.
|
100%
|
99.95% due to a power outage
|
100%
|
|
The Library is staffed overnight with security staff, Monday to Friday 8pm to 8.30am, Saturday/Sunday/Bank holidays 5.30pm to 9am.
|
100%
|
100%
|
100%
|
Our Service Level Agreements and performance data
|
Face to Face enquiries
|
September 2019
|
October 2019
|
November 2019
|
|
Weekdays 8:30am-8pm
Weekends/Bank Hols 9am-5.30pm
|
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/department in any form of contact.
|
100%
|
100%
|
100%
|
|
All face to face enquiries received after this time will be acknowledged within 30 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.
|
100%
|
100%
|
100%
|
|
We aim to provide a quality customer service with a 90% satisfaction score of good or excellent.
|
|
|
|
Our Service Level Agreements and performance data
|
Telephone enquiries & Voicemail
|
September 2019
|
October 2019
|
November 2019
|
|
Weekdays 8:30am-8pm
Weekends/Bank Hols 9am-5.30pm
|
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.
|
100%
|
100%
|
100%
|
|
Voicemails received will be responded to within 2 hours within the times stated. Any voicemails received outside of staffed hours will be responded to within 2 hours of the next working day.
|
100%
|
100%
|
100%
|
|
We aim to provide a quality telephone enquiry service with a 90% satisfaction score of good or excellent.
|
|
|
|
Our Service Level Agreements and performance data
|
Email Communications including libhelp@hull.ac.uk
|
February 2020
|
March 2020
|
April 2020
|
|
Weekdays 8:30am-7.45pm
Weekends/Bank Hols 9am-5.15pm
|
All email enquiries will be triaged to the correct department with all customer service queries logged in the first instance within 24 hours.
|
100%
|
100%
|
81%
|
|
We aim to provide a quality email service with a 90% satisfaction score of good or excellent.
|
100%
|
98%
|
100%
|
Our Service Level Agreements and performance data
|
LiveChat online chat facility
|
February 2020
|
March 2020
|
April 2020
|
|
Weekdays 8:30am-7.45pm
Weekends/Bank Hols 9am-5.15pm
|
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/department in any form of contact. Live chat appears offline outside of the hours stated with alternative forms of contact advertised to our customers.
|
100%
|
100%
|
94% |
|
We aim to provide a quality LiveChat service with a 90% satisfaction score of good or excellent.
|
96%
|
97%
|
100% |
Our Service Level Agreements and performance data
|
Social Media: Facebook, Twitter & Instagram
|
February 2020
|
March 2020
|
April 2020
|
|
Weekdays (excluding Bank Hols) 9am-5pm
|
All messages received via Facebook, Twitter or Instagram will be acknowledged within 24 hours the same or the next working day specific to the hours stated.
|
100%
|
100%
|
100% |
Our Service Level Agreements and performance data
|
Feedback and Complaints including myVoice.hull.ac.uk
|
February 2020
|
March 2020
|
April 2020
|
|
Weekdays (excluding Bank Hols) 8:30am-5pm
|
All feedback/complaints received will be kept confidential and responded to within 24 hours of the time frames stated. If further information is needed to be gathered, an email explaining this must be sent to the recipient. If unresolved by a leader these complaints will be triaged to the Associate Director of Customer Experience with a response given within 7 working days within the time frame stated above. If the complaint cannot be resolved through the local informal process then an escalation to a formal complaint may be made.
|
100%
|
100%
|
100% |
|
We aim to provide a complaints process which is fair and accessible to ensure a timely response to concerns raised.
|
|
|
|
Our Service Level Agreements and performance data
|
Returned items
|
December 2019
|
January 2020
|
February 2020
|
|
Weekdays 7:30am-7.45pm
Weekends/Bank Hols 8am-5.15pm
|
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.
|
100%
|
100%
|
100%
|
|
Weekdays 6:30am-7.45pm
Weekends/Bank Hols 7am-5.15pm
|
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.
|
100%
|
100%
|
100%
|
Our Service Level Agreements and performance data
|
Available Holds
|
December 2019
|
January 2020
|
February 2020
|
|
Weekdays 10am, 2pm & 6pm
Weekends/Bank Hols 10am & 3pm
|
Available hold requests will be processed to be on the relevant shelf for collection within 2 hours of the times specified.
|
100%
|
100%
|
100%
|
|
For any available hold items which we are unable to find, we put in place additional measures to fulfil these requests for our customers.
|
6%
|
6%
|
5%
|
Our Service Level Agreements and performance data
|
Processing and Repairs
|
December 2019
|
January 2020
|
February 2020
|
|
Weekdays 8:30am-7.45pm
Weekends/Bank Hols 9am-5.15pm
|
All items marked as priority such as reservations will be processed within 24 hours. All general items marked for processing will be processed within 48 hours specific to the hours stated.
|
100%
|
100%
|
100%
|
|
All repairs to items will be carried out and completed within 7 days of receipt specific to the hours stated.
|
100%
|
100%
|
100%
|
|
Reports to ensure our quality of processed items will be ran monthly with any errors responded to within 24 hours.
|
100%
|
100%
|
100%
|
Our Service Level Agreements and performance data
|
Lost Items
|
December 2019
|
January 2020
|
February 2020
|
|
Weekdays 8.30am-8pm
Weekends/Bank Holidays 9am-5.30pm
|
Single copy items marked as lost in library will be searched for over the course of 3 days. If found, an email stating the item is available for collection will be sent to the patron within one hour. Any items not found will be assessed for replacement within 24 hours of all completed searches. If actioned the item will follow the Suggest a Purchase SLA below informing the patron accordingly.
|
100%
|
100%
|
88%
|
Our Service Level Agreements and performance data
|
Suggest a Purchase
|
February 2020
|
March 2020
|
April 2020
|
|
Weekdays (excluding Bank Hols) 9am-5pm
|
Suggest a purchase forms submitted through our webpage receive an automated response detailing our SLA. These suggestions are processed within 3 working days. EBooks purchased will be available for immediate use by the user.
|
100%
|
100%
|
100% |
|
Print books purchased will be available within 2 weeks and placed on the hold shelf as a priority for the requestor. An email stating the item is available for collection will be sent to the patron within one hour.
|
100%
(4weeks)
|
67%
|
80% |
|
Inter-library Loan items
|
|
Weekdays (excluding Bank Hols) 9.30am-4.30pm
|
Inter-Library loan requests enable users to obtain items outside of our stock. Requests will be processed by the end of the next working day specific to the hours stated.
|
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 Level Agreements (SLAs) are calculated within our working hours as specified above. If you would like to feedback on our SLAs, data or library services, please use our
feedback form.