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					Service Level Agreement (SLA) Council of Australian University Librarians’ Survey Conducted by Doreen Parker, University Librarian Victoria University February 2005
Institution 1. Does your Library have a SLA defining the services offered by the Library to other areas of the University? 2. If so, who are they with eg Faculties, Schools etc? 3. If you have SLAs what is their scope, eg all Lib resources & services etc? 4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards? 5. Is it possible to obtain a copy of your SLA or similar? 6. Who should be contacted for further information concerning your response to this Survey?

Australian Catholic University

We don't have any Service Level Agreements at the moment and I would expect they are still some way off. The closest we have is a Mission statement and a statement of our core values, which do not set out standards in any measurable form. No NA NA We are in the process of developing a service charter

Bond University

Not at this stage, but when it is complete

Gulcin Cribb, Director, Library Services Ruth Quinn, Director Library and Information Access ruth.quinn@cdu. edu.au Shirley Oakley Executive Director, Library Services Charles Sturt University

Charles Darwin University

No, not at this stage

N/A

N/A

Used to have a Client Service Charter, but very out of date and needs to be revised.

Yes

Charles Sturt University

No

NA

NA

We are developing a client charter for services and we have the collection development policy for collections

N/A

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Private Bag 45 BATHURST NSW 2795 Phone: +61 2 6338 4732 Fax: +61 2 6338 4986 Email: soakley@csu.ed u.au

Curtin

Curtin: does not have service level agreements with other areas of the University NO

NA

NA

A Client Charter has just been completed for release in semester 1 2005

Yes in a few weeks when available from the printers.

Karen Tang who is on leave until February. k.tang@curtin.e du.au

Deakin University

NA

NA

We have Library Conditions of Loans and Use (DU level policy); Information Resources Policy (DU level policy), Information Literacy is embedded into the Deakin Advantage (DU level Page 2 of 14

Yes, I believe so.

Jenny Addie, Associate Librarian Library Services jenny.addie@de

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

policy), Offshore Teaching Partner Staff Policy and Procedure (DU level policy), and Library paper and web documents that define levels of service access and service standards for different cohorts (e.g. staff, students, community members, alumni, oncampus, offcampus, offshore). We also have some service matrices (eg. vendor licence agreements) and infrastructure standards (e.g. computer/IT standards, space standards ) that are currently for internal reference but may be published in the future Edith Cowan University Yes Faculties All Library Services Yes

akin.edu.au

ECU- Dan Archibald, Manager: Library Services d.archibald@ec u.edu.au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Griffith University

Yes

James Cook University

No

We have a single SLA with the University for services provided out of Operating Grant. We also enter into SLAs with individual Elements within the University for additional services above and beyond those covered in the central SLA. These services are provided at a cost to the requesting Element. NA

All services na

na

Carol O'Faircheallaigh at c.ofaircheallaigh @griffith.edu.au or on 07 3875 7673.

NA

Some years ago we had a Service Charter, but it was discontinued due to lack of staff Page 4 of 14

NA

John.McKinlay @jcu.edu.au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

La Trobe University

No

NA

NA

Monash University

Yes, the library has a formal service level agreement that defines the services provided by the library to all ten faculties. The key headings are:

The SLA is only with the faculties (including their schools and centres). Currently, there are no other formal agreements, for example, with the Information Technology

The scope of the SLA covers all library services. These are the core, base level services agreed upon jointly by the library and

support. We have recently debated the issue again and came to the same view. However, it was decided that our service information, such as on our web site, should selectively include performance indicators. The library has developed a see (4) Client Services Charter available on the website at http://www.lib.latrobe.edu.au/infor mation/mwClientServiceCharter.html Not applicable. Yes, a copy of the SLA can be obtained.

Rosemary Cotter, Administration Librarian r.cotter@latrobe .edu.au Marie Pernat, Senior Librarian Planning and Projects marie.pernat@li b.monash.edu.a u

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Information resources: access and delivery; Information resources: collection management ; Information services; Physical environment; Flexible library services; Document delivery services; Partnerships. Under each heading there is at least one key performance indicator that is tracked

Services Division, but this may change.

the faculties to be offered to all faculties. Any additional services will need to be negotiated with individual faculties. Activity based costing has been applied to all library services to the faculties, hence the need to negotiate if Page 6 of 14

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

and reported upon quarterly to the faculties as a measure of quality of service. Murdoch University No

variations apply. Currently, the agreement is generic across the faculties. Murdoch: we have a Client Service Charter which defines a range of performance measures. On our web site at: http://wwwlib.murdoch.edu.au/ab out/policies/charter.html Margaret Jones, Director Library Services margaret.jones @murdoch.edu. au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Queensland QUT has In short: a version of SLAs were trialled during 2004. Neither University of been working faculties or divisions were keen to formally sign an SLA Technology on a agreement so it was trialled under the guise of Service Provision Divisional Operating Principles. An extensive and detailed list of services rather than was developed but was found to be of minimal use in the end - it Departmenta will not continue to be updated. However a brief Catalogue of l basis. Services (see website) was developed and this was utilised extensively. The process has now been formally ratified by the University and all faculties and divisions participate, under the new name of Client Service Principles. These are supported in more detail by departmental client service charters, and university policy and procedures.

http://www.frp.qut.edu.au/ proj/csp.jsp

RMIT University

Not at this NA stage, but we are in the process of establishing a SLA between central

NA

We have a Customer Charter see http://www.rmit.edu.au/browse;ID =hcyvdx8mkqtc for RMIT University staff and students

Yes

Lisa Murray Acting Executive Officer to DVC, Technology, Information & Learning Support Queensland University of Technology GP U234 Tel. 3864 2716 Mob. 0404 063 513 Email: lj.murray@qut.e du.au Stephen Gillespie Associate Director Library Information Services stephen.gillespi e@rmit.edu.au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Swinburne University of Technology

Information Technology Services group and University Library Yes

We only have one, which is with the TAFE Division. It is required by the Division's quality certification process.

University of No Ballarat University of No Melbourne

NA

NA

All services no. from this department (Library, Web Office, Copyright Office) provided to the TAFE Division, its staff and students NA UB Library has a Customer Services Charter in draft form only. NA We have 3 documents (that are currently being reviewed) that lists services provided by the

Derek Whitehead Director, Information Resources Swinburne University of Technology tel. 03 9214 8333

We would be happy to share once finalised/approved. Electronic copies have been attached. Please keep in mind they are

Leeanne Pitman l.pitman@ballar at.edu.au Peta Humphreys phump@unimel

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Information Division to the following groups: · Undergraduates · Postgraduates · Academic and General Staff

about to be reviewed, some of the URLs are out of date.

b.edu.au 03 8344 8314

University of Not at this New South stage Wales

NA

NA

NA

NA

Isabella Trahn, Quality and Planning Librarian Greg.anderson @newcastle.ed u.au

University of No, although Newcastle SLAs between the Division and Faculties for IT services have been in

Faculties

N/A

Service Charter for library service Yes: and developing for IT services http://www.newcastle.edu. au/services/library/policies /service-charters/servicecharter03.html

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

place but will now be replaced with Service Charters supporting a new 3-tier support model University of Yes Queensland

With the three teaching hospitals

Each No agreement details the range of services that are offered and to whom. The SLA's cover specifics such as when the budget is delivered and to whom, who Page 11 of 14

Yes

Mary Lyons Acting University Librarian m.lyons@library .uq.edu.au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

University of No South Australia

NA

to contact re disputes and they also have a number of attachment s such as the terms of reference of the joint library advisory committee and the key performanc e indicators for each service NA We have a Library Charter which covers services and collections including electronic resources

Yes Available at http://www.library.unisa.ed u.au/about/client.asp

Stephen Parnell Deputy Director stephen.parnell @unisa.edu.au

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

University of We do not have service agreements with other parts of the University although Sydney we have been thinking about them. Our Library IT section, however, has agreements with others parts of the Library. If you would like a copy of one, I can send it.

John Shipp University Librarian Fisher Library F03 The University of Sydney Sydney NSW 2006 Phone: 61 2 93512990 Fax: 61 2 93512890 Email: j.shipp@library.usyd.edu.au

University of Western Australia University of Western Sydney

We don't have any service level agreements with the University.

No - other than within our Client Services Charter, which does outline some service standards and our Collection Development Policy which details collection

NA, other than 2 policies outlined above which detail students, academic staff, Schools etc.

Client Services charter deals with services, CDP deals with collections.

Client Services Charter deals with services, while CDP covers collections and collecting intent/parameters.

Yes. Link to Client Service Charter available at http://library.uws.edu.au/c s_charter.phtml . CDP available upon request.

University Librarian, Liz Curach (l.curach@uws. edu.au)

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Institution

1. Does your Library have a SLA defining the services offered by the Library to other areas of the University?

2. If so, who are they with eg Faculties, Schools etc?

3. If you have SLAs what is their scope, eg all Lib resources & services etc?

4. If you do not have SLAs do you have another document which fulfils a similar purpose, eg service charter or standards?

5. Is it possible to obtain a copy of your SLA or similar?

6. Who should be contacted for further information concerning your response to this Survey?

Victoria University

scope, inclusions, exclusions etc. Not at this stage

NA

NA

We have a Library Service Standards document which covers services but not collections / electronic resources

Yes

Doreen Parker, University Librarian Doreen.Parker @vu.edu.au

Doreen Parker University Librarian 7 February 2005 Last updated 16 February 2005

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