Service standards
| Service area | Standard | Performance 2011-12 |
|---|---|---|
| Opening hours | We will be open 100% of our advertised opening hours | 100% |
| Availability of IT/systems | 24/7 access to the catalogue will be available for 99% of the time | 99.86% |
| 24/7 access to the Electronic Library search will be available for 99% of the time | 99.91% | |
| Self service facilities will be available 95% of opening hours | not available | |
| Availability of resources | All books and audio-visual items ordered for the Library will be shelf-ready within 1 working day of receipt | 96% |
| Interlibrary requests will be ordered within 1 working day of receipt | not available | |
| Reservations will be available to collect within 24 hours of being returned | 99.9% | |
| 95% of books returned will be back on the shelf within 24 hours | 94.8% | |
| Information Skills Teaching | 90% of participants completing an evaluation form will rate the teaching session as useful for their studies | 97% |
| Enquiry services | All emails and enquiries received via the online enquiry form or via Library@sussex.ac.uk should be responded to within 3 working days | not available |
| 95% of users that rate the quality of the response on instant messaging, rate it 7 or higher | not available | |
| Complaints | We undertake to consider all complaints seriously and to resolve them satisfactorily whenever possible. If we are unable to resolve a complaint we will give details of how it can be progressed. We aim to progress fewer than 5 complaints a year. | not available |
Working days exclude weekends, Bank Holidays and University closure days. Some services may be subject to essential maintenance periods which will be advertised online and in the Library.