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Governance

Executive Team and Structure

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Caroline Brazier and
Patrick Fleming

Operations and Services

"While Reading Rooms are busier than ever, we continue to improve service levels and customer satisfaction levels remain high at 94%."

Patrick Fleming & Caroline Brazier

This has been another strong year for the delivery of services across the Library. While Reading Rooms are busier than ever, we continue to improve service levels and customer satisfaction levels remain high at 94%. We have introduced the very popular ‘My Reading Room requests’ to allow Readers to track their requests, and online Reader Registration, to speed up new Readers’ access to the collections.

We have also broadened access to the collections through improvements to ‘Search Our Catalogue’ service including more integrated searching for archival and manuscript collections. Our Reference Services teams have also launched a new series of information drop-in sessions for Readers which achieved a satisfaction rate of 99%.

As Document Supply continues to adapt to changes in the information world, customer satisfaction has increased to 89%. We have successfully completed the first phase of developing a new system to modernise the way we manage and supply customer orders. Customer Services have completed a modernisation project which has reduced the average time to answer a call to 12 seconds.

We acquired and processed 914,293 new items for the collections.

We continue with our strong commitment to an ambitious programme of Continuous Improvement projects, with over 170 projects underway this year, leading to improvements in efficiency, productivity and customer satisfaction. Our project to reduce the number of Reader requests which cannot be satisfied was judged best project at the Library’s annual Continuous Improvement Convention.

Responsibilities

Document Delivery and Customer Services

  • Service Delivery
  • Service Support
  • Systems Development
  • Process Development
  • Customer Services

Collection, Acquisition and Description

  • Collection Processing
  • Collection Development Implementation
  • Bibliographic Development

Resource Discovery

  • Catalogue Development
  • Online access
  • Electronic Resources

Reader and Reference Services

  • Reader and Visitor Services
  • Imaging Services
  • Reference Services
  • Research Team
  • Newspaper Services
  • Service Improvement
  • O&S Communications

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