4. Our Quality Commitments
The commitments specified in this charter are enforceable by citizens as long as services can be provided under normal conditions, meaning they are not disrupted by unforeseen circumstances or force majeure events affecting their delivery.
Service 1: Document consultation from digital repositories
Commitment 1: Facilitate access to digital collections and make them available for consultation, retrieval, and reuse through repositories.
Quality factor: Accesibility.
Quality objective: increase the number of pages, titles, and records available in digital repositories by 50,000 units annually..
Delivery channel: Digital.
Servei 2: Document delivery in reading rooms
Commitment 2: Deliver documents from storage within a maximum of one hour.
Quality factor: Responsiveness.
Quality objective: Deliver 90% of documents from storage within one hour.
Delivery channel: In-person.
Commitment 3: Deliver documents from external storage within a maximum of 48 hours.
Quality factor: Responsiveness.
Quality objective: Deliver 90% of documents from external storage within 48 hours.
Delivery channel: In-person.
Service 3: Document lending.
Commitment 4: Tramitar les peticions de préstec interbibliotecari en tres dies hàbils i informar de les incidències als usuaris.
Quality factor: Responsiveness.
Quality objective: Resolve 95% of received requests within three working days.
Delivery channel: Digital.
Service 4: Bibliographic information.
Commitment 5: Provide immediate information about access, collection consultation, and services offered by the Biblioteca de Catalunya that meets user needs.
Quality factor: Reliability.
Quality objective: Achieve a satisfaction rating of nine or higher in the user service survey, on a scale from one (lowest) to ten (highest).
Delivery channel: In-person and telephone.
Commitment 6: Respond to written inquiries within three working days.
Quality factor: Responsiveness.
Quality objective: Respond to 85% of inquiries not requiring expert intervention within three working days.
Delivery channel: Digital.
Commitment 7: Respond to inquiries requiring expert consultation within fifteen days, after informing users of the status of their request.
Quality factor: Responsiveness.
Quality objective: Respond to 95% of inquiries requiring expert intervention within fifteen days.
Delivery channel: Digital.
Service 5: Document reproduction.
Commitment 8: Provide reproductions (photocopies, scanner prints, and automatic digital captures) immediately for requests of fewer than twenty units..
Quality factor: Responsiveness.
Quality objective: Fulfill 95% of reproduction requests of fewer than twenty units immediately.
Delivery channel: In-person, digital and postal mail.
Commitment 9: Provide reproductions (photocopies, scanner prints, and automatic digital captures) within 48 hours for requests of more than twenty units.
Quality factor: Responsiveness.
Quality objective: Fulfill 95% of reproduction requests of more than twenty units within 48 hours.
Delivery channel: In-person, digital and postal mail.
Commitment 10: Provide high-quality digital images within 48 hours for requests of fewer than twenty units, and within fifteen days for larger requests.
Quality factor: Responsiveness.
Quality objective: Fulfill 95% of high-quality reproduction requests within 48 hours for fewer than twenty units, and within fifteen days for larger requests.
Delivery channel: In-person, digital and postal mail.
Service 6: Cultural activities.
Commitment 11: Offer a variety of activities to bring heritage closer to citizens, respond to diverse societal interests, enrich the collective imagination, and contribute to research.
Quality factor: Communication.
Quality objective: Organize a minimum of sixty diverse cultural activities annually.
Delivery channel: In-person and digital.
Service 7: Educational services.
Commitment 12: Publish two educational dossiers annually on topics related to the collections held by the BC to promote knowledge of the preserved cultural legacy.
Quality factor: Communication.
Quality objective: Produce a minimum of two educational dossiers annually.
Delivery channel: Digital.
Commitment 13: Conduct teaching sessions for higher education and university students
Quality factor: Communication.
Quality objective: Conduct a minimum of 125 teaching sessions annually for higher education and university students.
Delivery channel: In-person.
Service 8: Guided tours.
Commitment 14: Offer guided tours for the public at the Hospital Street headquarters and the Joan Maragall Archive to promote awareness of the institution.
Quality factor: Communication
Quality objective: Conduct a minimum of 60 general guided tours annually.
Delivery channel: In-person.
Service 9: Social media.
Commitment 15: Promote the collections, services, and activities of the Library through social media.
Quality factor: Communication.
Quality objective: Publish a minimum of 250 posts annually on the BC’s social media profiles.
Canal de prestació: Digital.
Facebook de la biblioteca Twitter de la biblioteca Flickr de la biblioteca Tagpacker de la biblioteca Canal Youtube de la biblioteca Pinterest de la biblioteca Instagram de la biblioteca