FUNDING AGREEMENT AND KEY PERFORMANCE INDICATORS

Transcription

1 FUNDING AGREEMENT AND KEY PERFORMANCE INDICATORS The Funding Agreement is the principal sponsorship and planning document between the Department for Culture, Media and Sport and the British Library setting the outputs and levels of performance which the Library is expected to deliver to achieve Ministerial objectives. Also included in this section are a number of other key performance indicators. PERFORMANCE AGAINST FUNDING AGREEMENT TARGETS Measure Target Actual Target Actual Target Actual Target Actual Financial performance 1 Expenditure on acquisition of digital material 1.01m 1.11m 0.91m 1.01m 0.79m 0.93m n/a 0.34m Quality Reading room users rating the services and facilities they used as either excellent or good 2 85% 90% 85% 94% n/a 89% n/a n/a Exhibition visitors rating the quality of their visit as either excellent or good 98% 98% n/a 98% n/a n/a n/a n/a Throughput Documents supplied remotely and supplied / consulted in reading rooms 8,967,441 8,518,486 8,927,500 8,322,223 9,420,550 8,188,357 9,036,226 8,254,442 Reading room visitors 466, , , , , , , ,418 Items supplied to remote users from: 3 Business and industry 1,012, ,410 1,194,840 1,072,599 1,176,480 1,159,875 1,188,584 1,181,785 University libraries 1,463,865 1,337,922 1,745,730 1,482,738 1,716,855 1,621,251 1,648,713 1,638,272 Public libraries 156, , , , , , , ,500 Searches of the British Library Public Catalogue 7,500,000 6,876,148 6,000,000 6,392,259 3,900,000 5,135,658 2,340,000 3,643,008 Visits to exhibitions 350, , , , , , ,000 n/a Sessions for schoolchildren Schoolchildren attending sessions 4,950 7,604 4,950 6,436 n/a 5,985 n/a 7,866 National Curriculum learning resources available on the BL s website and the National Grid for Learning n/a n/a n/a n/a n/a n/a UK electronic titles received through voluntary deposit 1,000 1,350 n/a n/a n/a n/a n/a n/a Percentage of UK legal deposit material acquired 96% 96% n/a n/a n/a n/a n/a n/a Efficiency Direct cost per document supplied / consulted n/a n/a n/a n/a n/a n/a Sick leave per staff member n/a 7.58 n/a 8.47 n/a 8.62 Percentage of top 100 UK R&D Scoreboard 4 companies using BL priced services 93% 91% 96% 92% 96% 89% n/a n/a 1 Performance indicators relating to financial performance are now compiled on an accruals basis, which is consistent with the Annual Accounts, and the figures for previous years have been restated accordingly. However, as the targets for acquisitions relate to cash expenditure, the actual expenditure on acquisitions continues to be reported on a cash basis. 2 The results are based on the number of readers answering the question rather than the number of questionnaires returned. However, the target was based on the previous method, which included the no replies and therefore underestimated the overall level of satisfaction. A comparable target for both and would have been 89%. 3 These figures relate to the key user markets and are therefore a subset of the total number of items supplied to remote users. 4 The Department of Trade and Industry s R&D Scoreboard is a league table of companies ranked by research and development expenditure. 22

2 FUNDING AGREEMENT AND KEY PERFORMANCE INDICATORS PERFORMANCE AGAINST OTHER KEY PERFORMANCE TARGETS Measure Target Actual Target Actual Target Actual Target Actual Quality User satisfaction rating for UK remote users of DSC 1 85% 81% 85% 85% 85% 85% 85% 85% Percentage of material held onsite delivered in St Pancras reading rooms within 70 mins 90% 91% 90% 85% n/a n/a n/a n/a Throughput Items supplied to remote users 3,320,800 3,137,221 3,887,500 3,427,192 3,853,550 3,719,542 3,852,300 3,797,575 Items consulted in the reading rooms 5,646,641 5,381,265 5,040,000 4,895,031 5,567,000 4,468,815 5,183,926 4,456,867 Sessions for other educational users/groups Exhibition loans to other institutions Items acquired: 3 Books 177, , , , , , , ,717 Serial titles 107, , , , ,400 98, , ,763 Newspaper issues 185, , , , , , , ,424 Patent specifications 1,750,000 1,992,763 1,800,000 1,736,444 1,700,000 1,748,178 1,045,000 1,806,985 Other special materials 168, , , , , , , ,184 Reader passes issued 62,500 57,212 72,800 58,653 77,050 65,212 51,180 45,744 Applicants referred elsewhere 4 13,000 9,379 22,800 10,816 n/a 13,030 n/a n/a Free reference enquiries 5 533, , , , , , , ,005 Priced reference enquiries 1, ,700 1,297 2,120 1,414 n/a 2,433 Catalogue records created 6 397, , , , , , , ,212 Cataloguing backlogs 444, , , , , , , ,176 Efficiency Document Supply Centre - requests satisfied 85% 83% 85% 86% 85% 85% 85% 84% BNBMARC hit rate 7 85% 85% 80% 88% 80% 85% 80% 84% Percentage of public and university libraries using BL priced services: Public libraries 100% 100% 100% 100% 100% 100% 100% 100% University libraries 100% 100% 100% 100% 100% 100% 100% 100% 1 The methodology for assessing satisfaction levels was changed at the start of The figure for is therefore not comparable with those for previous years. 2 These are loans to individual institutions, not numbers of items lent. The average number of items per loan in was 6. 3 Figures reflect acquisition by purchase, donation and through legal deposit. 4 The collections of the British Library do not always meet the needs of specific users. Where appropriate these applicants are referred to other libraries. 5 Improvements in filtering basic procedural enquiries and increased information on the library s website has reduced demand for reference enquiries. 6 The variations in cataloguing output reflect the uneven pattern of adding large quantities of derived records for retrospective holdings to the National Sound Archive s catalogue of sound recordings (CADENSA). Cataloguing output for other areas has increased from 273,287 in to 317,469 in Figures are averages taken over each financial year.the BNBMARC hit rate is derived from an independent survey carried out by UKOLN: the Office for Library and Information Networking at the University of Bath. It measures the availability of catalogue records from the Library's BNBMARC database.the figure of 85% for shows that 85 out of every 100 items acquired by UK libraries could be found on the national database when the books were catalogued, eliminating the need for libraries to create their own records. 23

3 SERVICE TARGETS The Library s primary aim is to provide a service that satisfies the needs of its users in a manner that is efficient, reliable, consistent and courteous. Personal and telephone inquiries receive a prompt response in all areas. Targets for answering written inquiries have now been standardised across all areas. Staff who deal directly with users wear name badges so that they can be easily identified. The tables below show how the Library performed against its Service Targets. Non-numeric standards are not included and, in some cases, the wording of the standards has been abbreviated to fit a tabular format. DOCUMENT SUPPLY Document Supply Centre Standard service We will respond to requests for all categories of material within five working days. 95% 98% Urgent Action Service We will respond to all requests received , Monday-Friday, within two hours where required. Requests received at other times will be responded to by the next working day. 100% 99% Items in stock will be dispatched on the same day for requests received between and or next working day for requests received at other times. 100% 100% British Library Reproductions (other than Newspaper Library) 1 Express service Orders will be processed within the time agreed when the order is confirmed. 98% 100% Rapid copy service Photocopy orders will be processed within 30 minutes of acceptance. 95% 91% Standard service Orders will be completed within 25 working days of receipt of payment. Users will be informed within three working days if there are obvious reasons why the order cannot be fulfilled. 80% 96% British Library Reproductions Newspaper Library 2 Standard copy service Copies will be ready for despatch or collection within one working week of acceptance. 100% 85% Express copy service and NEWSCOPY 3 Copies will be ready for despatch or collection within one working day. 100% 90% Enhanced items Enhanced copies will be ready within one week. 100% 85% Photographs Photographs will be ready for collection within two weeks of order acceptance. 100% 98% Microfilming Written estimates and delivery times will be sent within three weeks of request. 100% 100% Orders to agreed deadline. 100% 100% 1 We will produce the best possible copies, given the state of the original. Microfilm will be produced according to international standard ISO Photocopies (not suitable for reproduction) and photographs for reproduction will be of as good a quality as we can reasonably produce from the original. We will advise where agreements for further reproduction apply. Microfilming is carried out to international standard ISO Up to 20 per order. Large order despatch times will be quoted separately. 24

4 SERVICE TARGETS SERVICE IN THE READING ROOMS St Pancras Written enquiries Written enquiries will be answered or acknowledged within 10 working days. 100% 99% Newspaper Library Delivery Items requested will be delivered within 60 minutes. 90% 91% Written enquiries Written enquiries will receive a response within 10 working days. 100% 99% Boston Spa Advance reservations Up to 10 items requested not less than five days in advance will be ready for use. 100% 100% Counter service Users will be served at the reading room counter within three minutes. 100% 100% INFORMATION SERVICES Standard Achieved Science,Technology and Business 1 Remote enquiries Remote enquiries will be answered or acknowledged within 10 working days. 100% 98% STMsearch 2 Research service Results will be despatched within the time agreed with the customer. 100% 99% 1 Also covers the Social Policy Information Service. 2 Also covers the Health Care Information Service. BIBLIOGRAPHIC SERVICES BLPC The service will be available 24 x 7. 95% 99% Help desks Help desk staff will provide a firm answer to at least 90% of enquiries on the same day. 90% 99% All enquiries will be answered within three working days. 100% 99% Schedules The printed British National Bibliography, BNBMARC weekly file, tapes and monthly issues of BNB on CD-ROM will be despatched on schedule. 100% 100% PUBLISHING Orders Orders for the UK will be processed within three working days and those for overseas within five working days. 100% 100% 25

5 FACTS AND FIGURES Figures illustrating the scale and breadth of the Library s activities are set out in the following tables. SERVICE IN THE READING ROOMS Seats available for users (at 31 March 2002) Reader desks Other provision 1 Humanities 1&2 reading rooms Rare Books and Music reading room Maps reading room OIOC reading room Manuscripts reading room Philatelic Collections 1 - STB reading rooms Newspaper Library (Colindale) Boston Spa reading room 76 - Total 1, Other reader services Reader education: training session attendees Readers Adviser service 2 : number of contacts 3 1,930 n/a Reader satisfaction: comments forms/letters received 1,457 1,922 1 This includes typing, BLPC and other catalogue, microform, Internet and CD-ROM spaces and study carrels. 2 The Readers Adviser provides support to readers with special needs, particularly readers with disabilities. 3 The method for calculating the number of contacts has been changed and comparable figures are unavailable for Included are contacts by letter, fax, telephone as well as those with individuals in the reading rooms. STORAGE Kilometres of shelving and percentage occupied Working capacity: linear km Extent of collection: linear km 1, Percentage fullness 91.5% 90.1% 1 As the first part of a three year programme, to make the most efficient use of the Library s storage and extend the working capacity to accommodate an additional year's growth before storage is operationally full, a major exercise was carried out during to re-assess both the working capacity and the extent of the collection. This has resulted in a recalculation of the baseline figures for The remaining increase in working capacity of 1 km is due to additional shelving. During the gross increase in the extent of the material acquired by the Library was 11 km. The net increase in the extent of the collection was reduced to 10 km through the weeding of duplicate material stored at Boston Spa. 2 Extent of collection is a customary measure. It stands for the linear length of the solid stock, plus the associated growth spaces without which the collection could not be used and added to effectively. WEBSITE USAGE Use of the Library's website 1 World Wide Web 15,240,617 13,959,800 1 The website is a comprehensive guide to the Library s collections and services. Figures given are for views of individual pages by users outside the Library. The figure for has been amended since last year s Annual Report so that it is compiled on the same basis as the figure for

6 FACTS AND FIGURES BIBLIOGRAPHIC SERVICES Records in British Library catalogues and databases (as at 31 March) AMED 1 141, ,464 BNB 1 2,007,966 1,910,736 Boston Spa Books 2 1,338,083 1,277,231 Boston Spa Conferences 2 445, ,558 Boston Spa Serials 2 612, ,112 British Library Catalogue 2 4,420,450 4,414,316 CADENSA 3, 4 2,642,255 2,487,651 English Short Title Catalogue (ESTC) 5 368, ,760 Humanities and Social Sciences 2 2,469,239 2,328,648 Incunable Short Title Catalogue (ISTC) 6 29,021 29,021 Inside web / zetoc / etoc 3 c.18,750,000 c.16,000,000 ISSN UK Centre 7 66,747 64,504 Manuscripts 3 740, ,620 Maps 8 211, ,805 Music 2 271, ,616 Newspapers 3 51,659 50,190 Register of Preservation Microforms (RPM) 9 178, ,589 STB 2 392, ,526 System for Information on Grey Literature in Europe (SIGLE) 1 780, ,859 Total 35,918,504 32,588,206 1 These databases are available online through GEM ( 2 These databases are available over BLPC on the Library s website at 3 These databases are also available on the Library s website. 4 CADENSA is the National Sound Archive s catalogue of sound recordings. 5 The ESTC database is available online through the Research Libraries Group's Research Libraries Information Network ( 6 The ISTC database is available online through OCLC PICA ( and through the Hand Press Book database on the Research Libraries Group s Research Libraries Information Network ( 7 The full ISSN database is available online through the ISSN website at 8 The Maps database is available on CD-ROM. 9 The Register of Preservation Microforms is available through the European Register of Microform Masters ( ITEMS RECEIVED ON LEGAL DEPOSIT Monographs 95, ,871 Serial issues 271, ,957 Maps and atlases 1,994 2,104 Music scores 1,934 1,671 Newspaper issues 154, ,300 Playscripts Total 526, ,903 Serial titles received 45,633 45,567 Claims for items not deposited 1 112, ,845 1 Titles received by the end of the year. 27

7 FACTS AND FIGURES COLLECTION DEVELOPMENT Holdings (as at 31 March) 2002 Monographs 1 9,767,009 Serial titles (all) 2 702,340 Newspaper titles (all) 3 54,972 Manuscripts (single and volumes) 310,148 India Office records 260,000 Philatelic items 8,191,508 Cartographic items 4,265,471 Music scores 1,583,885 Sound discs 1,209,625 Sound tape items 205,901 Videograms 22,077 Prints and drawings 32,371 Photographs 212,086 Patent specifications 49,591,370 Reports in microform 4,505,019 Theses 645,458 1 The figure for monographs is based on the number of records in the relevant catalogues. It therefore relates to the number of titles rather than to the number of volumes held. 2 The figure for serial titles is also based on the number of records in the relevant catalogues. Changes of title are therefore counted as separate titles. However, the figure includes official publications for many countries, a significant proportion of which are issued in series and are therefore covered by single records within the catalogues. 3 The figure for newspaper titles includes all items on the Newspaper Library catalogue (as well as newspaper titles listed in other catalogues) and therefore also includes weekly and fortnightly magazines as well as newspapers. PRESERVATION Preservation funding m (gross) 1 Grant in aid Donations / external funds Sales income Total Items preserved Conservation and / or rebinding 10,902 10,301 New binding 84,227 95,170 Minor repairs 25,170 30,938 Boxing / other work 127,318 81,980 Preservation microfilming 15,526 15,199 Total 263, ,588 Book cleaning / linear metres 9,609 11,366 Preservation microfilming (frames) 2 Newspapers 10,183,152 12,089,056 Books, periodicals, record volumes, manuscripts 7,089,139 4,875,371 Total 17,272,291 16,964,427 1 These figures are based on direct costs (i.e. excluding overheads) and include salaries as well as other expenditure. 2 Details for work summarised against preservation microfilming line of Items preserved table above. 28