Library and Information Service
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Client Service Charter

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 The main purpose of the Department of Education and Training's Library and Information Service is to support the learning, professional development and research needs of all departmental staff.

The Library is open to public for reference and research, however borrowing, access to electronic resources, research services and staff assistance with literature searches and complex queries is only available to current Department staff.

The Library's objectives are to:

  • Provide access to all core business information needs of departmental staff
  • Ensure that all requests are dealt with accurately and in a timely manner
  • Provide training to ensure staff are able to successfully conduct library research
  • Ensure access to state of the art online resources via the departmental intranet
  • Ensure access to a current and relevant resource collection and facilitate access to those items that the library does not hold
  • We focus on the needs of our clients. Our aim is to provide excellent services that are efficient, relevant and continually developed and improved

We provide ...

Service Quality Indicators

Access to resources

We purchase or facilitate your access to relevant collections and electronic services

We aim to have:

  • Remote access to electronic resources such as the library catalogue, current awareness services and many of the Library's full text online journal databases
  • Extended opening hours - we are open 45 hours a week, providing access to facilities and resources for departmental clients
  • An environment suitable for research in the Library
 

Turnaround times for document delivery will be:

  • 100% response to enquiries and requests from Departmental staff within 2 working days
  • 95% of inter-library loans requested from other libraries delivered within 10 working days, or 2 working days for fast track requests

Effectively managed resources

We aim to have:

  • Urgent new material available within 1 working day of receipt
  • 100% of items available to users within 1 working day of being returned from loan or from use in the Library
  • All new resources available for loan within 1 week of receipt

Assistance in locating resources

We will provide assistance through:

  • The Enquiries and Loans Desk for all queries whenever the Library is open
  • Online access to the Library's catalogue through the Departmental Intranet
  • Library services and resources available via the Departmental Intranet
  • Requesting work-related resources from other libraries

Training in finding and using resources

We will provide training via:

  • New staff induction
  • One-on-one training as required
  • Basic information skills training at our Enquiries and Loans Desk

Client Collaboration

Our Library staff will:

  • Treat you equitably, with fairness and respect
  • Be friendly and courteous in all our dealings with you
  • Address and attempt to meet your business needs in a professional and timely manner
  • Respond promptly to complaints or suggestions
  • Maintain privacy and confidentiality of your personal information

How you can help us:

  • By respecting the rights of other clients
  • Treating staff with courtesy
  • Respecting our resources and reporting any damage
  • Returning all loans before or on the date due
  • Returning loans promptly if recalled
  • Planning your information needs, making your requests as early as possible and recording information clearly

Improving Our Services

Your feedback:

We are interested in receiving feedback about the library services and its policies. Your input is used to help us improve our services. If you wish to make a suggestion on improvement of services you can:

  • Place your suggestion in writing via email: library@det.wa.edu.au or library suggestion boxes
  • Discuss the issue directly with a library staff member
  • Participate in library surveys

To keep up-to-date with Library services you may wish to consult:

How you can contact us:

151 Royal Street East Perth 6004
Phone: (08) 9264 4647
Fax: (08) 9264 4954
Email: library@det.wa.edu.au