6. Monitoring and Evaluation of the Charter
6.1. Indicators and Evaluation Tools:
The monitoring and evaluation of the commitments made in this Service Charter are carried out using the indicators detailed below.
In the event of non-compliance with the commitments, various scenarios are envisaged in which compensation or redress measures may be applied; these measures can be consulted in section “5. Rights and Duties” of this same document.
| Commitment 1 | Facilitate the consultation of digital collections and make them accessible for consultation, retrieval, and reuse through repositories. |
| Indicator name: | Number of records added to digital repositories |
| Description: | Annual count of pages, titles, and records added to digital repositories |
| Linked service: | Service 1 – Document consultation from digital repositories |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Count |
| Unit of measurement: | Pages, titles, records |
| Quality objective: | 50.000 |
| Compliance threshold: | 40.000 |
| Information source: | Arca, MDC, Catalònica, Europeana |
| Frequency: | Annual |
| Evaluation tool: | Number of pages, titles, and records per repository |
| Commitment 2 | Deliver documents from storage within a maximum of one hour |
| Indicator name: | Number of document requests from storage served within the established timeframe |
| Description: | Percentage of document requests from storage served within the established timeframe relative to the total |
| Linked service: | Service 2 – Document delivery in reading rooms |
| Delivery channel (if relevant): | In-person |
| Calculation method: | Percentage |
| Unit of measurement: | Minutes |
| Quality objective: | 90% |
| Compliance threshold: | 85% |
| Information source: | Internal software: Request |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 3 | Deliver documents from external storage within a maximum of 48 hours |
| Indicator name: | Number of document requests from storage served within the established timeframe |
| Description: | Percentage of document requests from storage served within the established timeframe relative to the total |
| Linked service: | Service 2 – Document delivery in reading rooms |
| Delivery channel (if relevant): | In-person |
| Calculation method: | Percentage |
| Unit of measurement: | Minuts |
| Quality objective: | 90% |
| Compliance threshold: | 85% |
| Information source: | Internal software: Request |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 4 | Process interlibrary loan requests within three working days and inform users of any issues |
| Indicator name: | Number of interlibrary loan requests resolved within the established timeframe |
| Description: | Percentage of requests resolved within the established timeframe relative to the total |
| Linked service: | Service 3 – Document lending |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Percentage |
| Unit of measurement: | Requests |
| Quality objective: | 95% |
| Compliance threshold: | 90% |
| Information source: | GTBib |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 5 | Provide immediate information about access, collection consultation, and the services offered by the Biblioteca de Catalunya that meets users’ needs |
| Indicator name: | Average satisfaction score from the service satisfaction survey |
| Description: | Measures the average score given by users in response to their satisfaction with the bibliographic information service. The survey includes four response options, rated on a scale from 1 to 4, where 1 indicates very poor and 4 indicates excellent. Results are presented on a proportional scale from 1 to 10.. |
| Linked service: | Service 4 – Bibliographic information |
| Delivery channel (if relevant): | In-person and telephone |
| Calculation method: | Average |
| Unit of measurement: | Survey response scores |
| Quality objective: | 9 |
| Compliance threshold: | 8.5 |
| Information source: | In-person and online user satisfaction surveys |
| Frequency: | Annual |
| Evaluation tool: | Excel statistics |
| Commitment 6 | Respond to written inquiries within three working days. |
| Indicator name: | Number of inquiries not requiring expert intervention answered within less than three days, relative to the total number of such inquiries. |
| Description: | Percentage of inquiries not requiring expert intervention answered within less than three days, relative to the total number of such inquiries. |
| Linked service: | Service 4 – Bibliographic information |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Percentatge |
| Unit of measurement: | Peticions |
| Quality objective: | 85% |
| Compliance threshold: | 80% |
| Information source: | Bibliographic information service email |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 7 | Respond to inquiries requiring expert consultation within fifteen days, after informing users of the status of their request. |
| Indicator name: | Number of inquiries requiring expert intervention answered within the established timeframe. |
| Description: | Percentage of inquiries requiring expert intervention answered within fifteen days, relative to the total number of such inquiries. |
| Linked service: | Service 4 – Bibliographic information |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Percentage |
| Unit of measurement: | Requests |
| Quality objective: | 95% |
| Compliance threshold: | 90% |
| Information source: | Bibliographic information service email |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 8 | Serve photocopies, scanner prints, and automatically captured digital images immediately when requests involve fewer than twenty units. |
| Indicator name: | Number of reproductions served immediately relative to the total number of reproductions. |
| Description: | Percentage of reproductions served immediately relative to the total number of reproductions. |
| Linked service: | Service 5 - Document reproduction |
| Delivery channel (if relevant): | In-person, digital and postal mail |
| Calculation method: | Percentage |
| Unit of measurement: | Requests |
| Quality objective: | 95% |
| Compliance threshold: | 90% |
| Information source: | Monthly statistics |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 9 | Serve photocopies, scanner prints, and automatically captured digital images within a maximum of 48 hours when the request involves more than twenty units. |
| Indicator name: | Number of reproductions served within the established timeframe relative to the total number of reproductions. |
| Description: | Percentage of reproductions served within the established timeframe relative to the total number of reproductions. |
| Linked service: | Service 5 - Document reproduction |
| Delivery method (if relevant): | In-person, digital and postal mail |
| Calculation method: | Percentage |
| Unit of measurement: | Requests |
| Quality objective: | 95% |
| Compliance threshold: | 90% |
| Information source: | Manual statistics |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 10 | Serve high-quality digital images within a maximum of 48 hours for requests involving fewer than twenty units, and within fifteen days for larger requests. |
| Indicator name: | Number of reproductions served within the established timeframe relative to the total number of reproductions. |
| Description: | Percentage of reproductions served within the established timeframe relative to the total number of reproductions. |
| Linked service: | Service 5 - Document reproduction |
| Delivery channel (if relevant): | In-person, digital, postal mail |
| Calculation method: | Percentage |
| Unit of measurement: | Requests |
| Quality objective: | 95% |
| Compliance threshold: | 90% |
| Information source: | Manual statistics |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 11 | To offer a variety of activities that bring heritage closer to the public, respond to the diversity of societal interests, enrich the collective imagination, and contribute to research. |
| Indicator name: | Number of cultural activities carried out |
| Description: | Number of cultural activities carried out |
| Linked service: | Service 6 - Cultural activities |
| Delivery channel (if relevant): | In-person and digital |
| Calculation method: | Count |
| Unit of measurement: | Activities |
| Quality objective: | 60 |
| Compliance threshold: | 50 |
| Information source: | |
| Frequency: | Annual |
| Evaluation tool: | Excel statistics “cultural activities” |
| Commitment 12 | To publish two educational dossiers on topics related to the collections held by the Library of Catalonia, in order to promote knowledge of the cultural heritage it preserves. |
| Indicator name: | Number of educational dossiers produced |
| Description: | Number of educational dossiers produced |
| Linked service: | Service 7 - Educational services |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Count |
| Measurement unit: | Dossiers |
| Quality objective: | 2 dossiers |
| Compliance threshold: | 1 dossier |
| Information source | Web page |
| Frequency: | Annual |
| Evaluation tool: |
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| Commitment 13 | To conduct teaching sessions for higher education and university students |
| Indicator name: | Number of teaching sessions conducted |
| Description: | Number of teaching sessions conducted |
| Linked service: | Service 7 - Educational services |
| Delivery channel (if relevant): | In-person |
| Calculation method: | Count |
| Unit of measurement: | Sessions |
| Quality objective: | 125 |
| Compliance threshold: | 100 |
| Information source: | Excel file of visits and teaching sessions |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
| Commitment 14 | To offer guided tours for the public at the headquarters on Carrer Hospital and at the Joan Maragall Archive to raise awareness of the institution. |
| Indicator name: | Number of guided tours conducted |
| Description: | Number of guided tours conducted |
| Linked service: | Service 8 - Guided tours |
| Delivery method (if relevant) | In-person |
| Calculation method: | Count |
| Unit of measurement: | Visits |
| Quality objective: | 60 |
| Compliance threshold: | 50 |
| Information source: | Excel records of tours and teaching sessions |
| Frequency: | Monthly |
| Evaluation tool: | Excel tour statistics |
| Commitment 15 | To disseminate the Library's collections, services, and activities through social media |
| Indicator name: | Number of posts published on social media |
| Description: | Number of posts published on social media |
| Linked service: | Service 9 - Social media |
| Delivery channel (if relevant): | Digital |
| Calculation method: | Count |
| Unit of measurement: | Posts |
| Quality objective: | 250 |
| Compliance threshold: | 230 |
| Information source: | Social media: Instagram, X, Facebook, blog and podcast |
| Frequency: | Monthly |
| Evaluation tool: | Excel statistics |
6.2. Evaluation of the Charter and Degree of Compliance with Commitments.
Once a year, the commitments of the Service Charter are evaluated, and the results are published on the website of the Library of Catalonia
6.3. Help Us Improve.
The Biblioteca de Catalunya promotes the improvement of its services and encourages user participation through regular surveys and the súggestions box. The results of the surveys will be analysed, and all proposals for improvement will be assessed in accordance with the resources available. The results of the surveys or other methods of collecting opinions will be published on the Library’s website.
You can consult the results of surveys from previous years in the section of the website on Quality and Strategy.
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