Service standards
| Service area | Standard | 2016-17 | 2017-18 |
|---|---|---|---|
| Opening hours | We will be open 100% of our advertised opening hours | 99.9% | 99.64% |
| Availability of IT/systems | 24/7 access to the Library Search will be available for 99% of the time | 99.9% | 99.94% |
| Availability of self service facilities | Self service facilities will be available 95% of opening hours | 99.97% | 99.75% |
| Availability of resources | 90% of items ordered for the Library will be shelf-ready within 1 working day of receipt | 100% | 100% |
| 95% of Interlibrary requests will be actioned within 3 working days of receipt | 100% |
100%
|
|
| Reservations will be available to collect within 24 hours of being returned | 100% | 100% | |
| 95% of books returned will be back on the shelf within 24 hours | 99% | 100% | |
| 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 |
99.7% | 99.9% |
| Complaints |
We undertake to consider all complaints seriously and to resolve them satisfactorily whenever possible within the Library. If we are unable to resolve a complaint within the Library we will give details of how it can be progressed further. We aim to progress fewer than 5 complaints a year. |
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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.