ELS Service standards
Our minimum standards
How we performed in 2008
What you have asked us to do
What our customers say
Our minimum standards:
- 90 per cent of customers visiting the base will be able to select a resource collection that meets their needs
- 92 per cent of customers using the mail order service will assess the collection provided as having met their needs
- 95 per cent of teachers and pupils using the mobile library will be able to select resources that meet their needs
- 95 per cent of customers using any of the advisory services will assess them as having fully met their needs and constituting good value for money
- 10 per cent of the stock will be replaced each year.
These figures are based on the average performance of the Service over the last three years. We try to improve them annually.
How we performed in 2008:
96.5% of customers obtained a resource collection which met their needs
“Very good selection as always – it helped to inspire”
98% of initial advisory visits were made to school within 3 weeks of us being contacted by the Head Teacher
“Brilliant personal service. The job done was exactly what we wanted. The best £70 we have spent in a long time!”
100% of all advisory work was assessed as meeting schools’ needs and offering good value for money
“A super service – we don’t know what we would do without ELS!”
What you have asked us to do:
In 2007 our customers asked us to:
- Help to make purchasing resources for the school library quick and easy and still provide good value for money
- A new purchase scheme has been set up in association with Peters Bookselling Services
- Help to keep teachers up to date with new titles
- More than 800 reviews of ELS fiction titles have been added to the online catalogue
- Provide more audio-visual resources
- We have continued to increase expenditure on these resources in 2007/08
- Provide resources to support reading groups in school
- Multiple copies of fiction titles can be borrowed if sufficient copies are on the shelves.
- Help encourage children’s reading by providing storytelling and book talks in school and on the mobile
- Following a successful pilot, a new service has been set up.
What our customers say:
We welcome your feedback. Here are a few comments we received recently:
Customer visit
“Super selection and everyone so very helpful as always.”
Mail order
“Very efficient service.”
Mobile
“Always plenty of books to choose from.”
Please contact us if you would like to comment on any aspect of our service.
