Service Standards for FY2008 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 FY2008 we set 24 items in 17 Service Standards and 28 items met their standards. The results of the evaluation on each standard are as follows. We will continue to make efforts to improve our services.
Remote services
| Standards for FY2008 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual performance in FY2008 | Target achieved | Supplementary explanation | Actual Performance in FY2006 | Actual Performance in FY2007 | |
| We send copies requested via the Internet within 5 working days after receiving the request. | 80% | 84.8% | Yes | Assessed by complete count survey in Nov. 10-16, 2008 for the Tokyo Main Library and the Kansai-kan, and by complete count survey in Nov.-Dec. 2008 for the ILCL. | 80.5% | 82.0% | |
| We ship materials requested via libraries within 4 working days after receiving the request. | 90% | 100.0% | Yes | Assessed by complete count survey in Sep. 2008 for the Tokyo Main Library and the Kansai-kan, and by complete count survey in Sep.-Oct. 2008 for the ILCL. | 99.4% | 99.6% | |
| We respond to reference inquiries by mail or fax via libraries within 20 working days after receiving the request. | 90% | 96.3% | Yes | Assessed by complete count survey in Apr.-Sep. 2008 for the Tokyo Main Library and the Kansai-kan, and by complete count survey in Sep.-Nov. 2008 for the ILCL. | 97.6% | 97.5% | |
| <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 | 40 hours downtime for designated shutdown. | 99.5% | 99.6% | |
| <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% | 99.6% | Yes | 35 hours downtime for system failure or designated shutdown. | 99.2% | 98.8% | |
| <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 | 60 hours downtime for designated shutdown or regular maintenance. | National Union Catalog Network (Unicanet) : 99.1% | National Union Catalog Network (Unicanet) : 99.3% | |
| Union Catalog of Newspapers in Japan : 99.5% | Yes | 48 hours downtime for designated shutdown. | Union Catalog of Newspapers in Japan : 99.8% | Union Catalog of Newspapers in Japan : 98.8% | |||
| Union Catalog Database of Children's Literature : 96.5% | Yes | 310 hours downtime for addressing the vulnerabilities of the website. | Union Catalog Database of Children's Literature : 99.5% | Union Catalog Database of Children's Literature :99.6% | |||
| Collaborative Reference Database : 99.5% | Yes | 46 hours downtime for designated shutdown or regular maintenance. | Collaborative Reference Database : 99.1% | Collaborative Reference Database : 98.7% | |||
| National Union Catalog of Braille & Recorded Books in Japan :99.6% | Yes | 35 hours downtime for system failure or designated shutdown. | National Union Catalog of Braille & Recorded Books in Japan : 99.2% | National Union Catalog of Braille & Recorded Books in Japan : 98.8% | |||
| <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% | 60.6% | No* | Assessed by random sampling in Sep. 2008; Samples taken from books and newly acquired titles of periodicals acquired by Legal Deposit System. | 96.1% | 99.8% | |
| Within 65 days after accession date we make the above publications accessible on the NDL-OPAC. | 90% | 87.3% | No* | Assessed by random sampling in Sep. 2008; Samples taken from books and periodicals acquired by Legal Deposit System. | 98.6% | 99.1% | |
| 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% | 99.1% | Yes | Assessed by random sampling in Nov. 2008. | 90.7% | 99.2% | |
| <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: “Rare Books of the National Diet Library : The 60th Anniversary” and “100 years of Japanese immigration to Brazil.” | 100% *Two exhibitions were added. |
100% *Two exhibitions were added. |
|
| Picture Book Gallery on the ILCL website: we add one new exhibition a year | 100% | 100.0% | Yes | "The American Picture Book: Prologue to the Golden Years" was added. | 100% *Two exhibitions were added. |
100% *One exhibition was added. |
|
| Guide for Search by Theme on the NDL website: we add 200 entries a year. | 100% | 100.0% | Yes | 313 entries were added . | Value set in FY2007 | 100% | |
* In FY2008, actual performance did not achieve the target, because the organization and operation of the acquisitions and bibliography services were in the process of reorganization. We will consolidate the process and improve performance after FY2009.
On-site services (Tokyo Main Library)
| Standards for FY2008 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual performance in FY2008 | Target achieved | Supplementary explanation | Actual Performance in FY2006 | Actual Performance in FY2007 | |
| We deliver the requested materials from the closed stacks within 25 minutes at the Book Counter and Periodicals Counter. | 90% | 96.5% | Yes | Assessed by complete count survey on Nov. 10-15, 2008. | 95.5% | 98.3% | |
| <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% | 98.3% | Yes | Assessed by complete count survey on Nov. 10-15, 2008. | 98.2% | 99.2% | |
| Same-day service: We deliver requested copies within 30 minutes. | 80% | 99.1% | Yes | Assessed by complete count survey on Nov. 10-15, 2008. | 80.9% | 93.9% | |
| 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% | 94.9% | Yes | Assessed by complete count survey on Nov. 10-15, 2008. | 91.7% | 99.8% | |
| 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 Oct. 30-Nov.26, 2008. | 100.0% | 100.0% | |
On-site services (Kansai-kan)
| Standards for FY2008 | Evaluation | Reference | ||||
|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual Performance in FY2007 | Target achieved | Supplementary explanation | Actual Performance in FY2006 | Actual Performance in FY2007 |
| We deliver requested materials from the closed stacks within 15 minutes. | 80% | 84.9% | Yes | Assessed by complete count survey on Sep. 1-6, 2008. | 81.5% | 84.0% |
| 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 Sep. 2008. | 100.0% | 100.0% |
On-site services (International Library of Children's Literature)
| Standards for FY2008 | Evaluation | Reference | |||||
|---|---|---|---|---|---|---|---|
| Service Standards | Standard values | Actual Performance | Target achieved | Supplementary explanation | Actual Performance in FY2006 | Actual Performance in FY2007 | |
| <Exhibitions and events> | |||||||
| We hold 2 exhibitions a year in the Museum. | 100% | 100.0% | Yes | Two exhibitions were held: "World of Illustrations for Children: Picture Magazines and their Artists" and "Palette of Dream Colours IV." | 100% *Two exhibitions were held. |
100% *Two exhibitions were held. |
|
| We hold 10 different lectures and events a year. | 100% | 100.0% | Yes | 11 kinds of events were held including “Fun activities for kids." | 100% navihtml_14 kinds were held |
100% navihtml_14 kinds were held |
|
| We hold Story Hour for Children and Story Hour for Babies and Toddlers 180 times a year in total. | 100% | 100.0% | Yes | 182 Story Hour for Children were held. 24 Story Hour for Babies and Toddlers were held. |
Value set in FY2007 | 100% | |
| We deliver requested materials from the closed stacks in the Researchers' Reading Room I & II within 15 minutes. | 80% | 93.3% | Yes | Assessed by complete count survey on Sep. 2-13, 2008. | 90.2% | 94.3% | |