Service Standards for FY2007 and their Evaluation
The National Diet Library (NDL) sets out Service Standards every fiscal year to show users its service level in numerical terms, checks if actual performance reached the standard value in the next fiscal year, and publicizes the results.
In FY2007 we set 24 items in 17 Service Standards and all of them met their standards. The result of the evaluation on each standard are as follows. We will continue to make efforts to keep up our standards and improve our services.
Remote services
| Standards for FY2007 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual performance in FY2007 | Target achieved | Supplementary explanation | Actual Performance in FY2005 | Actual Performance in FY2006 | |
| We send copies requested via the Internet within 5 working days after receiving the request. | 80% | 82.0% | Yes | Assessed by complete count survey on Sept. 2-8, 2007. | To ship: 90.0% To inform the reason for not being able to ship the requested copies: 98.6% |
80.5% | |
| We ship materials requested via libraries within 4 working days after receiving the request. | 90% | 99.6% | Yes | Assessed by complete count survey in Sept. 2007 for the Tokyo Main Library and the Kansai-kan, and by complete count survey in Sept.-Oct. 2007 for the ILCL. | 95.1% | 99.4% | |
| We respond to reference inquiries by mail or fax via libraries within 20 working days after receiving the request. | 90% | 97.5% | Yes | Assessed by complete count survey in Sept. 2007 for the Tokyo Main Library and the Kansai-kan, and by complete count survey in Sept.-Oct. 2007 for the ILCL. | 92.8% | 97.6% | |
| <Available time of the NDL/ILCL websites> | |||||||
| NDL website: We provide 24/7 access to the NDL website. | 99.9% | 100.0% | Yes | No downtime. | 100.0% | 100.0% | |
| International Library of Children's Literature (ILCL) website: We provide 24/7 access to the ILCL website. | 99.3% | 99.6% | Yes | 37 hours downtime for regular maintenance. | 99.4% | 99.5% | |
| <Available time of the NDL-OPAC> | |||||||
| We provide access to the NDL-OPAC during: Monday-Saturday: 7:00 a.m. to 5:30 a.m.; Sunday: 7:00 a.m. to 1:00 a.m.; 3rd Sunday: 7:00 a.m. to 10:00 p.m. | 95% | 98.8% | Yes | 93 hours downtime for designated shutdown or system failure. | 98.7% | 99.2% | |
| <Available time of union catalogs and other databases provided on the NDL/ILCL websites> | |||||||
| We provide 24/7 access to National Union Catalog Network (Unicanet), Union Catalog of Newspapers in Japan, Union Catalog Database of Children's Literature and the Collaborative Reference Database, and provide access to National Union Catalog of Braille & Recorded Books in Japan during the same as the NDL-OPAC. | 95% | National Union Catalog Network (Unicanet) : 99.3% | Yes | 66 hours downtime for designated shutdown or regular maintenance. | Value set in FY2006 | National Union Catalog Network (Unicanet) : 99.1% | |
| Union Catalog of Newspapers in Japan : 98.8% | Yes | 101 hours downtime for designated shutdown. | Value set in FY2006 | Union Catalog of Newspapers in Japan : 99.8% | |||
| Union Catalog Database of Children's Literature : 99.6% |
Yes | 37 hours downtime for regular maintenance. | Value set in FY2006 | Union Catalog Database of Children's Literature : 99.5% | |||
| Collaborative Reference Database : 98.7% | Yes | 115 hours downtime for designated shutdown or regular maintenance. | Value set in FY2006 | Collaborative Reference Database : 99.1% | |||
| National Union Catalog of Braille & Recorded Books in Japan : 98.8% | Yes | 93 hours downtime for designated shutdown or system failure. | Value set in FY2006 | National Union Catalog of Braille & Recorded Books in Japan : 99.2% | |||
| <Availability of domestic publications (except for non-book materials) acquired via the legal deposit system> | |||||||
| Within 50 days after accession date we produce bibliographic data for the above publications to be included in the Japanese National Bibliography Weekly List on the NDL website. | 90% | 99.8% | Yes | Assessed by random sampling in Sep. 2007; Samples taken from books and newly acquired titles of periodicals acquired by Legal Deposit System. | 96.2% | 96.1% | |
| Within 65 days after accession date we make the above publications accessible on the NDL-OPAC. | 90% | 99.1% | Yes | Assessed by random sampling in Sep. 2007; Samples taken from books and periodicals acquired by Legal Deposit System. | 95.3% | 98.6% | |
| Within 75 days after accession date we index the periodicals and make the indexed data available in the Japan Periodicals Index on the NDL-OPAC. | 80% | 99.2% | Yes | Assessed by random sampling in Nov. 2007. | Value set in FY2006 | 90.7% | |
| <Number of additions of electronic exhibitions on the NDL/ILCL websites> | |||||||
| Online Gallery on the NDL website: we add 2 new exhibitions a year | 100% | 100.0% | Yes | Two exhibitions were added: "The Meiji and Taisho Eras in Photographs: Tokyo" and "The Meiji and Taisho Eras in Photographs: Kansai." |
50% *One exhibition was added. |
100% *Two exhibitions were added. |
|
| Picture Book Gallery on the ILCL website: we add one new exhibition a year | 100% | 100.0% | Yes | "Modernism in the Picture Book: Art in Daily Life" was added. | Value set in FY2006 | 100% *Two exhibitions were added. |
|
| Guide for Search by Theme on the NDL website: we add or update 200 entries a year. | 100% | 100.0% | Yes | 379 entries were added and 1,114 items were revised. | Value set in FY2007 | Value set in FY2007 | |
On-site services (Tokyo Main Library)
| Standards for FY2007 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual performancein FY2007 | Target achieved | Supplementary explanation | Actual Performance in FY2005 | Actual Performance in FY2006 | |
| We deliver the requested materials from the closed stacks within 25 minutes at the Book Counter and Periodicals Counter. | 90% | 98.3% | Yes | Assessed by complete count survey on Sept. 3-8, 2007. | 96.9% | 95.5% | |
| <Time to process requests for copying service> | |||||||
| Copying service of articles ordered from the Japanese Periodicals Index through the NDL-OPAC inside the library: We deliver requested copies within 50 minutes. | 95% | 99.2% | Yes | Assessed by complete count survey on Sept. 3-8, 2007. | 98.9% | 98.2% | |
| Same-day service: We deliver requested copies within 30 minutes. | 80% | 93.9% | Yes | Assessed by complete count survey on Sept. 3-8, 2007. | 98.5% | 80.9% | |
| Regular service: We deliver after 4 working days except that photographing work adds another 3 working days to make the total 7 working days. | 90% | 99.8% | Yes | Assessed by complete count survey on Sept. 3-8, 2007. | 94.0% | 91.7% | |
| We deliver materials held in the Kansai-kan within 4 working days after receiving the request. | 99% | 100.0% | Yes | Assessed by complete count survey on Sept. 3-8, 2007. | 100.0% | 100.0% | |
On-site services (Kansai-kan)
| Standards for FY2007 | Evaluation | Reference | ||||
|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual Performance in FY2007 | Target achieved | Supplementary explanation | Actual Performance in FY2005 | Actual Performance in FY2006 |
| We deliver requested materials from the closed stacks within 15 minutes. | 80% | 84.0% | Yes | Assessed by complete count survey on Sept. 4 and 8, 2007. | 95.0% | 81.5% |
| We deliver materials held in the Tokyo Main Library within 4 working days after receiving the request. | 99% | 100.0% | Yes | Assessed by complete count survey in Sept. 2007. | 100.0% | 100.0% |
On-site services (International Library of Children's Literature)
| Standards for FY2007 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual Performance in FY2007 | Target achieved | Supplementary explanation | Actual Performance in FY2005 | Actual Performance in FY2006 | |
| <Exhibitions and events> | |||||||
| We hold 2 exhibitions a year in the Museum. | 100% | 100.0% | Yes | Two exhibitions were held: "Palette of Dream Colours" and "Door to the Czech Republic : The world of children's books." | *Three exhibitions were held. | *Two exhibitions were held. | |
| We hold 10 different lectures and events a year. | 100% | 100.0% | Yes | 14 kinds of events were held including "Picture books and music for children" and "Games with science." | 100% navihtml_16 kinds were held. |
100% navihtml_14 kinds were held. |
|
| We hold “Story Hour for Children” and “Picture Book Hour for Small Children under 3 Years Old” 180 times a year in total. | 100% | 100.0% | Yes | 182 "Story Hour for Children" were held. 25 "Picture Book Hour for Small Children under 3 Years Old" were held. |
Value set in FY2007 | Value set in FY2007 | |
| We deliver requested materials from the closed stacks in the Researchers' Reading Room I & II within 15 minutes. | 80% | 94.3% | Yes | Assessed by complete count survey on Sept. 4-15, 2007. | 94.8% | 90.2% | |