Information Services' Key Performance Indicators

 

Plan

2015-2016

2016-2017

2017-2018

Excelling in Customer Service

Satisfaction reported by NSS on Library Resources and Services

88

89

92 

Satisfaction with Support via email, phone and desks

82.8

83.8

84.4

Satisfaction with Helpfulness of IS staff

84.6

86.6

87.2

Satisfaction with Quality of service received from IS staff

82.2

85.6

85.4

Satisfaction reported by Information Services User survey on overall service

84.4

86.2

86.8

Enabling a Digital University

Satisfaction reported by NSS on General IT Resources

92

90

90 

Satisfaction with Printing and photocopying

81.4

79.2

79.8

Satisfaction with the email service

85.4

85.4

86.6

Satisfaction with Provision of IS computers

80.2

82.8

81.8

Number of computers per FTE student

1 : 7.97

1 : 7.15

 

Providing Information Resources to meet Learning and Research Needs

Full Text electronic materials downloads per FTE Student

98

99

 

E-book section requests per FTE student

92

133

 

Visits to library catalogue per FTE student

45

49

 

Enhancing Learning through Technology

 

Satisfaction with Blackboard

n/a

77.8

76.8

Blackboard accesses per FTE student

3,862

3,419

3,045

Recordings made using Panopto

7,604

13,413

13,823

Items submitted electronically for assessment (Turnitin)

52,351

55,554

56,129 

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

   

Number of new open access documents in the Institutional Repository

636

   

Full text downloads from Institutional Repository

112,005

96,429

 

Enquiries for Rare Books

127

158

 

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

 

Satisfaction reported by NSS on specialised facilities, rooms

86

90

80 

Satisfaction reported by NSS on Timetable efficiency

83

79

77 

Satisfaction with Library opening hours

90.2

92.2

88.6

Satisfaction with 24 hour access computer rooms

85

87.8

86.8

Satisfaction with Hall internet connections

75.8

71.8

79.6

Satisfaction with Quiet study space

75.8

81.4

79.6

Satisfaction with Group study space

74.6

78.8

75.6

Satisfaction with Noise levels

70.2

77.8

76.4

Visits per FTE student to the library

52

46

 

Annual visits to Hugh Owen library

358,942

279,060

 

Annual Visits to Thomas Parry library

32,103

42,518

 

Annual Visits to Physical Sciences library

5,640

3,592