| Environment |
- Information Services provides a welcoming environment with an appropriate mix of both group and individual study spaces
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| Communication |
- 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)
- 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
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| Help and Support |
- Help and support will be available 08:30-22:00 daily during term time
- All new students will be offered an induction session 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
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| 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
- Full staffed services are available during core hours which are 09:00-17:00 Monday – Friday during term time
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| Availability of Library Resources |
- 99% of books will be on the recently returned bookshelves within 1 hour of being returned during staffed hours.
- Information Services will improve the availability of course books and essential texts
- Full staffed services are available during core hours which are 09:00-17:00 Monday – Friday during term time
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*These Service Standards do not apply to the Mauritius Branch Campus
Report on 2017-2018 Service Standards
