Service Standards

  • Information Services provides a welcoming environment to support our users’ studies 
  • We aim to provide an initial response to 100% of enquiries to 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)
  • We aim to answer 85% or more calls within core hours to Information Services on 01970 622400 
  • IS webpages and FAQs aim to meet users’ needs
Help and Support
  • Help and support will be available 08:30-19:30 weekdays and 8.30-17.00 on weekends during term time
  • All new students will be able to access induction sessions introducing Information Services facilities and services
  • 90% or more of our customers will be satisfied with the quality of service received at the enquiry desks
Availability of IT Resources
  • 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
  • 95% of our public computers will be working at any time
  • Information Services provides to AU staff and students, a fast and reliable wireless network that is available on campus and in all university student accommodation
Availability of Library Resources
  • Physical books will be available to students and staff through the Click and Collect scheme and when appropriate, the Postal loan scheme and from September 2021 have also been available to borrow directly from the library shelves again.
  • Information Services will improve the availability of course books and essential texts

Report on 2021-22 Service Standards