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Library standards

Information on library standards in South Gloucestershire.

  • staff will be welcoming and helpful and will wear identification badges
  • they will serve all users within three minutes
  • we aim to provide buildings that are clean and tidy with clear internal guiding
  • we will open and close at the times stated and unplanned closures will be no more than 0.5% of our total opening hours
  • we will aim to make our buildings as accessible as possible to all users through a continued programme of improvements
  • 10% of the library stock each year will be new stock and we will ensure we maintain a stock that reflects the needs of South Gloucestershire
  • we aim to supply 75% of requested items within 15 days
  • 15% of the total stock in each library will be exchanged with another South Gloucestershire library each year
  • if we are unable to answer an enquiry for information immediately we will respond within  one working day
  • we will provide a telephone enquiry service for 30 hours per week, Monday to Friday
  • we will carry out at least one customer satisfaction survey each year and publicise the results
  • we ask you to help us by responding to the surveys
  • all libraries will have comments books for recording comments
  • the staff will write a written response in the book to every comment and will contact individuals directly if contact details are given
  • we will consult with our library user groups through public meetings at least four times per year
  • library computer systems accessed by the public will be in service 99% of the time when we are open
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