*Service Standards

Environment	Information Services provides a welcoming environment with an appropriate mix of both group and individual study spaces
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
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
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
Availability of Library Resources	99% of books will be on the recently returned bookshelves within 1 hour of being returned during staffed hours. Due to RFID tagging, books may be delayed before being returned to rough shelving. With over 500,000 books in Hugh Owen alone, we anticipate the tagging to continue through to Spring 2020.  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

*These Service Standards do not apply to the Mauritius Branch Campus

Report on 2017-2018 Service Standards