Information Services' Key Performance Indicators

 

Plan

2016-2017

2015-2016

2014-2015

Excelling in Customer Service

Satisfaction reported by NSS on Library Resources and Services

89

88

82

Satisfaction with Support via email, phone and desks

83.8

82.8

78.6

Satisfaction with Helpfulness of IS staff

86.6

84.6

83.2

Satisfaction with Quality of service received from IS staff

85.6

82.2

80.8

Satisfaction reported by Information Services User survey on overall service

86.2

84.4

82.2

Enabling a Digital University

Satisfaction reported by NSS on General IT Resources

90

92

89

Satisfaction with Printing and photocopying

79.2

81.4

79.4

Satisfaction with the email service

85.4

85.4

82.6

Satisfaction with Provision of IS computers

82.8

80.2

74.6

Number of computers per FTE student

   1 : 7.97

1 : 9.2

Providing Information Resources to meet Learning and Research Needs

Full Text electronic materials downloads per FTE Student

   98

100

e-book section requests per FTE student

   92

71

Visits to library catalogue per FTE student

   45

43

Enhancing Learning through Technology

 

Satisfaction with AberLearn Blackboard - supporting your learning (http://blackboard.aber.ac.uk/)

   n/a

76.4

Blackboard accesses per FTE student

   3,862

2,192

Recordings made using Abercast

   7,604

3,291

Items submitted electronically for assessment (Turnitin)

   52,351

54,035

Essays marked in Turnitin

   47,414

37,925

Supporting the University’s Research and Enhancing its Impact

Number of research output records validated by IS and added to the Institutional Repository

   5,561

3,602

Number of new open access documents in the Institutional Repository

   636

780

Full text downloads from Institutional Repository

   112,005

140,208

Enquiries for Rare Books

   127

167

Delivering Spaces that meet the needs of Learners, Teachers and Researchers

 

Satisfaction reported by NSS on specialised facilities, rooms

90

86

80

Satisfaction reported by NSS on Timetable efficiency

79

83

77

Satisfaction with Library opening hours

92.2

90.2

83

Satisfaction with 24 hour access computer rooms

87.8

85

80.2

Satisfaction with Hall internet connections

71.8

75.8

77.4

Satisfaction with Quiet study space

81.4

75.8

74

Satisfaction with Group study space

78.8

74.6

72.2

Satisfaction with Noise levels

77.8

70.2

70.4

Visits per FTE student to the library

   52*

65

Annual visits to Hugh Owen library

   358942*

448,619

Annual Visits to Thomas Parry library

   32103*

75,354

Annual Visits to Physical Sciences library

   5640*

14,888

*Different method of counting introduced in 2015-2016