Our Service Level Agreements

 

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 full Service Level Agreements framework.

 

Our Service Level Agreement Performance

Our Service Level Agreements and performance data

National Student Survey (NSS)

2019 target

 2019 result

Sector Average 

2020 target 

Question 19 details student overall satisfaction with the library and its services.

90% 

90.1

 87%

 

Our Service Level Agreements and performance data

Building

2018/2019 target

 2018/2019 result

2019/2020 target 

The Library is open 24/7 every day except Christmas Day, Boxing Day and New Years Day.

100% 

99% 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% 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 

August 2019

July 2019

June 2019

Weekdays 8:30am-8pm 

Weekends/Bank Hols 9am-5.30pm  

All personal callers 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%

 94%

All personal callers recieved after this time will be 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%

Our Service Level Agreements and performance data

Telephone enquiries & Voicemail

August 2019

July 2019

June 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%

 75%

 100%

Our Service Level Agreements and performance data

Email Communications including libhelp@hull.ac.uk

August 2019

July 2019

June 2019

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.

 81%

 88%

 75%

Our Service Level Agreements and performance data

LiveChat online chat facility

August 2019

July 2019

June 2019

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.

 94%

 100%

 69%

We aim to provide a quality LiveChat service with a 90% satisfaction score of good or excellent.

 

 

 

Our Service Level Agreements and performance data

Social Media: Facebook, Twitter & Instagram

August 2019

July 2019

June 2019

Weekdays (excluding Bank Hols) 9am-5pm 

All messages received via Facebook, Twitter or Instagram will be acknowledged within 3 hours the same or the next working day specific to the hours stated.

 100%

 67%

 50%

Our Service Level Agreements and performance data

Feedback and Complaints

August 2019

July 2019

June 2019

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 an Operations Manager these complaints will be triaged to the Head of Customer Services 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%

Our Service Level Agreements and performance data

Returned items

August 2019

July 2019

June 2019

Weekdays 7:30am-7.45pm 

Weekends/Bank Hols 8am-5.15pm

All High Demand collection (HDC) books returned will be available within the Reading Room within 1 hour the same or the next working day specific to the hours stated.

 100%

 88%

 75%

Weekdays 6:30am-7.45pm 

Weekends/Bank Hols 7am-5.15pm

All floor 2-7 books returned will be available within the tower within 2 hours the same or the next working day specific to the hours stated above.

100% 

 

100% 

 

 75%

Our Service Level Agreements and performance data

Available Holds

August 2019

July 2019

June 2019

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.

 83%

 100%

 87.5%

For any available hold items which we are unable to find, we put in place additional measures to fulfil these requests for our customers.

8% of 252 

14% of 309 

2% of 216 

Our Service Level Agreements and performance data

Suggest a Purchase

August 2019

July 2019

June 2019

Weekdays (excluding Bank Hols) 9am-5pm 

Suggest a purchase forms submitted through our webpage receive an automated response detailing our SLA. These suggestions are responded to within 3 working days to inform the user if a purchase will be actioned. Purchases actioned may take up to 7 days to process.

 

 

 

EBooks purchased will be available for immediate use by the user.

 

 

 

 Print books purchased will be available within 4 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.

     

 

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.