Report on Service Standards 2018-19


Information Services provides a welcoming environment with an appropriate mix of both group and individual study spaces 


We are continuing to refurbish the library. Following the successful refurbishment of Level D of the library, we are now working on the Iris de Freitas room. This will be opening in November 2019 – see our blog for more information.

Satisfaction with Library spaces and furniture, quiet study spaces and group study spaces have all increased in the 2018-2019 Annual IS User Survey.


We aim to provide an initial response to 100% of enquiries to advertised Information Services email addresses and social media presences within 3 days, however a response is usually sent within 24 hours (excluding weekends, University closed days and Bank Holidays)

Spot checks during sample weeks show that all enquiries to received a response within time specified.

We aim to answer 85% or more calls within core hours to Information Services on 01970 622400 

91.17% of calls within core hours to 01970 622400 were answered in 18-19. This is up 1.14% on 17-18.

IS webpages and FAQs will meet users’ needs

User satisfaction with IS FAQs has fallen from 3.95 to 3.92. Satisfaction with the university webpage has increased from 4.21 to 4.26. We have also created new and improved subject guides which are available from

Help and Support

Help and support will be available 09:00-21:00 Mon-Fri and 10:00-18:00 Sat-Sun during term time.

We have offered support consistently during the specified hours.

All new students will be offered an induction session introducing Information Services facilities and services

All new students were offered an induction session. 

90% or more of our customers will be satisfied with the quality of service received at the enquiry desks

In the November 2019 sample week, 100% of customers were satisfied or very satisfied with the professionalism of front-line IS staff, and 93% were satisfied or very satisfied that their query had been resolved satisfactorily.

Availability of IT Services
All core IT services will be available 99% of the time during working hours, with the majority of systems available 24/7 excluding planned maintenance periods

The core IT services have been available between 99%-100%

95% of our public computers will be working at any time

New computers were installed in summer 2018 and satisfaction with our provision of computers has increased from 4.0% to 4.2%. We will be testing our computers during our November Sample Week and will update our figures after that date.

Information Services provides a fast and reliable wireless network that is available on campus and in all university student accommodation

There was a slight fall in satisfaction in the AU wireless network from 4.68% to 4.62%.

Full staffed services are available during core hours which are 09:00-17:00 Monday – Friday during term time.

 Staffed services have been available 100% of specified times

Availability of Library Resources

95% of books will be on the recently returned bookshelves within 1 hour of being returned during staffed hours.

The average time for a book to be returned to the recently returned bookshelves in the November 2019 sample week was 1 hour 36 minutes. 63.1% were returned to the recently returned bookshelves within 1 hour (average taken across Hugh Owen and Physical Sciences libraries).

During term time, books requested through the Intersite service before 9am will be delivered to the AU library of your choosing by 3pm the same day (books from Physical Sciences Library may be delivered the following day).

100% of books requested through the intersite scheme were delivered on time

Information Services will improve the availability of course books and essential texts

The Information Services User Survey for 18-19 saw satisfaction with looking for books on the library shelves rise from 3.93 to 4.14. Satisfaction with the range of books (print) rose from 3.97 to 4.01 and satisfaction with range of books (electronic) rose from 3.79 to 3.879. However, satisfaction with range of journals fell from 4.00 to 3.96, but satisfaction with borrowing/accessing resources on reading lists rose from 3.93 to 3.98.

Full staffed services are available during core hours which are 09:00-17:00 Monday – Friday during term time.

Staffed services have been available 100% of specified times