Service Standards for FY2005 and their Evaluation
The National Diet Library has set out the following minimum standards for its services, aiming to keep up our service performance in an open and consistent manner.
In FY2005 18 service standards out of 30 reached their goals. The result of the evaluation on each standard follows. With regard to the unachieved standards, we will analyze the cause of the problem and improve the situation. In the case of the standards already achieved, we will continue to make further improvements in our service so that we will be able to continue to meet our target on a stable basis.
Remote services
| Service standards for FY2005 | Evaluation | ||||
|---|---|---|---|---|---|
| Target area | Standard values | Actual performance in FY2004 | Actual performance in FY2005 | Target achieved | Supplementary explanation on FY2005 |
| Days to respond to request for copying received via the Internet | |||||
| Days taken to ship requested copies: within 5 working days after receiving the request | 80% or better | 86.3% | 90.0% | Yes | Assessed by random sampling in Sep. 2005 |
| Days taken to inform the reason for not being able to provide requested copies: within 4 working days after receiving the request | 80% or better | 88.0% | 94.7% | Yes | |
| Days to respond to requests for interlibrary loan | |||||
| Days taken to ship or to inform the reason for not being able to ship the requested materials: within 4 working days after receiving the request | 80% or more | To ship: 95.3% |
95.1% | Yes | Assessed by random sampling in Sep. 2005 |
| Days to respond to reference inquiries by mail or fax via libraries | |||||
| Days taken to dispatch the response: within 20 working days after receiving the inquiry | 75% or better | 71.4% | 92.8% | Yes | Assessed by random sampling for the Tokyo Main Library and the Kansai-kan from Aug. to Sep. 2005 and for the International Library of Children's Literature (ILCL) from Sep. to Oct. 2005 *In FY2004 the actual performance was 71.4% and did not achieve the target. The business improvement was made at the beginning of FY2005,which helped achieve the set standards. |
| Available time of the NDL/ILCL websites | |||||
| Available time of the NDL website: To make 99.9% or better of predefined available time (24 hours-a-day / 7 days-a-week) | 99.9% or better | 100.0% | 99.9% | Yes | 55 minutes down time due to system maintenance or failure |
| Available time of the ILCL website: To make 99.3% or better of predefined available time (24 hours-a-day / 7 days-a-week) | 99.3% or better | *Value not set in FY2004 | 99.4% | Yes | 51 hours down time due to designated blackout, regular maintenance, and network replacement |
| Available time of the NDL-OPAC | |||||
| Available time: to make 95% or better of predefined available time (Mon.-Sat.:7-28; Sun.:7-25; 3rd Sun.:7-22) | 95% or better | 95.2% | 98.7% | Yes | 98.5 hours down time due to system maintenance or failure |
| Frequency of updating union catalogs on the NDL/ILCL websites | |||||
| Frequency of updating National Union Catalog Network | Daily | Daily | 303 times / year | No | Due to system maintenance and upgrade, updating could not be done for 62 days. As of the end of FY2005,32.9 million bibliographic data including 8.5 million of basic bibliographic data (authoritative or unique data) provided. |
| Frequency of updating National Union Catalog of Braille & Recorded Books in Japan | Monthly | Monthly | Monthly | Yes | As of the end of FY2005,330,000 bibliographic data provided. |
| Frequency of updating Union Catalog Database of Children's Literature | Weekly | Weekly | Weekly | Yes | As of the end of FY2005,710,000 bibliographic data provided. |
| Availability of domestic publications acquired via the legal deposit system (excluding non-book materials) | |||||
| Days taken to upload bibliographic data of the publications above to the Japanese National Bibliography Weekly List on NDL website: within 60 days after accession date | 85% or better | 99.2%* | 98.7% | Yes | Assessed by random sampling in Sep. 2005.; Samples taken from books and newly acquired titles of periodicals acquired via the legal deposit system |
| Days taken to make bibliographic data of the publications above accessible on the NDL-OPAC: within 70 days after accession date | 85% or better | 98.1%* | 96.5% | Yes | Assessed by random sampling in Sep.2005.Samples taken from books and newly acquired titles of periodicals acquired via the legal deposit system |
| Number of additions of electronic exhibitions on the NDL website | |||||
| Number of additions to NDL Gallery on the NDL website | 2 exhibitions a year | 3 exhibitions | 1 exhibition | No | "Fauna and Flora in Illustrations – National History of Edo Era" was newly made public. |
*Actual performance data in FY2004 was recalculated according to the new method adopted for FY2005. Thus there is a little difference from the result of the previous year's data.
On-site services (Tokyo Main Library)
| Service standards for FY2005 | Evaluation | ||||
|---|---|---|---|---|---|
| Target area | Standard values | Actual performance in FY2004 | Actual performance in FY2005 | Target achieved | Supplementary explanation on FY2005 |
| Number of titles of electronic journals available in the Electronic Resources Room | |||||
| Number of titles of electronic journals available in the Electronic Resources Room | Over 10,000 titles | About 15,000 titles | About 16,000 titles | Yes | As of the end of FY2005 |
| Time to process requests for closed-stack materials at Book Counter and Periodicals Counter | |||||
| Time for delivery from stacks or time to inform the reason for not being able to provide requested materials: within 30 minutes | 95% or more | To deliver: 99.3% To inform the reason for not being able to provide requested materials: 95.7% *In FY2004 standards were set separately for time taken for delivery and informing the reason of decline |
97.9% | Yes | Assessed by random sampling in Sep. 2005. Samples taken from Book Counter and Periodicals Counter. |
| Time to process requests for copying service | |||||
| Time to process requests for Copying service of articles ordered from the Japanese Periodicals Index through the NDL-OPAC inside the library: within 60 minutes | 90% or more | This standard added in FY2005 | 99.1% | Yes | Assessed by random sampling in Sep. |
| Time to process requests for same-day copying service: within 30 minutes | 80% or more | 84.0% | 98.5% | Yes | Assessed by random sampling in Sep. |
| Time to process requests for regular copying service: within 4 working days, except requests which involve photographing (7 working days) | 100% | 100% for ordinary requests *Target area set in FY2004 only dealt with ordinary requests to be processed within 4 working days |
100% for ordinary requests | Yes | Assessed by random sampling in Sep.Samples taken from the requests to be processed within 4 or 7 working days, from which requests demanding special treatment were excluded. |
| Time to deliver materials held in the Kansai-kan | |||||
| Time to deliver materials from the Kansai-kan: within 4 working days | 100% | 100% | 100% | Yes | Assessed by random sampling in Sep. |
On-site services (Kansai-kan)
| Service standards for FY2005 | Evaluation | ||||
|---|---|---|---|---|---|
| Target area | Standard values | Actual performanc in FY2004 | Actual performanc in FY2005 | Target achieved | Supplementary explanation on FY2005 |
| Number of open-access materials | |||||
| General Collections Room: Number of volumes of reference books on all fields, major periodicals, and newspapers | 50,000 volumes or more | About 72,0000 volumes | 78,407 volumes | Yes | As of the end of FY2005. Electronic journals are all Western language. |
| Asian Resources Room: Number of materials in Asian languages and related to Asia | 30,000 volumes or more | About 33,000 volumes | 31,924 volumes | Yes | |
| Number of foreign electronic journals in all subjects | 10,000 titles or more | About 15,000 titles | About 16,000 titles | Yes | |
| Time to process requests for closed-stack materials | |||||
| Time for delivery from stacks or time to inform the reason for not being able to provide requested materials: within 20 minutes | 90% or more | To deliver: 100.0% To inform the reason for not being able to provide requested materials: 66.7% *The FY2004 standard was within 30 minutes. And they were set separately for time for delivery and informing the reason of decline |
98.6% | Yes | Assessed by random sampling in Sep. 2005 |
| Time to deliver materials held in the Tokyo Main Library | |||||
| Time to deliver materials from the Tokyo Main Library: within 4 working days | 100% | 100% | 100% | Yes | Assessed by random sampling in Sep. |
On-site services (International Library of Children's Literature)
| Service standards for FY2005 | Evaluation | ||||
|---|---|---|---|---|---|
| Target area | Standard values | Actual performance in FY2004 | Actual performance in FY2005 | Target achieved | Supplementary explanation on FY2005 |
| Exhibitions and events | |||||
| Number of days exhibitions are open: ratio to library opening days | 90% or more | 92.0% | 90.9% | Yes | 5 exhibitions including "Russian Children's Literature – from Folklore to Contemporary Fiction" and "Palette of Dream Colors II - Noma Concours for Picture Book Illustrations from Asia, Africa and Latin America" made open for a total of 259 days |
| Frequency of events and lectures held | 7 times a year or more | 13 events | 16 events | Yes | Held lectures related to the exhibitions and other events such as "Fun with Science: Seeing the Invisible - Experiments with Air Using a Rubber Balloon" |
| Number of open-access materials | |||||
| Children's Library: Number of volumes of folktales, well-loved picture books, and juvenile literature | 8,000 volumes or more | 8,500 volumes | 9,005 volumes | Yes | As of the end of FY2005 |
| Meet the World: Number of volumes of books and foreign picture books introducing countries around the world | 1,000 volumes or more from 120 countries | 1,520 volumes from 120 countries | 1,570 volumes from 120 countries | Yes | |
| Number of electronic resources in Media Corner | 100 items or more | 104 items | 104 items | Yes | |
| Time to process requests for closed-stack materials in the Researchers' Reading Room I & II | |||||
| Time for delivery from stacks or time to inform the reason for not being able to provide requested materials: within 20 minutes | 95% or more | To deliver: 98.5% To inform the reason for not being able to provide requested materials: 100.0% *The FY2004 standards were set separately for time taken for delivery and informing the reason for decline |
97.8% | Yes | Assessed by random sampling in Sep. 2005 |