Balanced Scorecard
Metric Results for FY 2001-02
University of Virginia
Metric I: Overall rating in student and faculty surveys.
Target1: Score of at least 4.0 (out of 5) from each of the major constituencies (undergraduates, graduates, humanities faculty, social sciences faculty, science faculty).
Target2: Score of at least 3.9 from each major constituency.
Separate tallies for faculty and students.
Result for Faculty for FY2002: Target1 achieved.
2000 Faculty survey—overall ratings
Science faculty 4.14
Humanities faculty 4.48
Social Sciences faculty 4.60
Result for Students for FY2002: Target1 achieved.
2001 Student survey—overall ratings of primary library
Undergraduates 4.19
Graduate students 4.11
Metric II: Customer service ratings in student and faculty surveys.
Target1: 4.25 Mean For Both Groups
Target2: 4.00 Or Better For Both Groups
Separate tallies for faculty and students.
Three variables (competence and knowledge of staff, courtesy of staff, speed of service) combined into one metric.
Result for FY2002: Target2 Achieved .
2001 Student survey-combined customer service rating.
Undergraduates 4.18
Graduate students 4.29
Metric III. ARL index ranking.
Target1: The UVa Library should rank in the top 20.
Target2: The UVa Library should remain ranked in the top 25.
Result for FY2002: Target2 achieved.
2001 ARL index ranking is 22
http://fisher.lib.virginia.edu/arl/index.html
Metric IV. Overall instruction rating in user education participant survey.
Target1: An overall rating of 4 on a scale of 1 to 5.
Target2: An overall rating of at least 3.8.
Result for FY2002: Target2 achieved.
The rating for ENWR and TCC (first year) classes was 3.81 out of 5. The overall rating for ten upper division classes was 3.89 out of 5.
Metric V. Attendance at Special Collections sessions.
Target1: Increase by 20% annually the number of informational, instructional, and outreach sessions and the number of persons attending sessions in Special Collections.
Target2: Increase by 10% the number of sessions and the number attending.
Result for FY2002: Failed to Meet Target1 or Target2.
| 2000/01 | 2001/02 | % Change | ||
|---|---|---|---|---|
| Events | 203 | 197 | -2.96% | |
| Participants | 2,728 | 2,438 | -10.63% |
Metric VI. Circulation of new monographs.
Target1: 60% of all newly cataloged monographs (excluding reference books and other non-circulating materials) should circulate to UVa patrons within two years of the time of cataloging. Newly acquired or newly digitized electronic monographs will be included as part of this target.
Target2: 50% of all new titles should circulate (or be used) within the first two years.
Separate Tallies: The numbers for print material and digital materials will be kept and reported separately.
Result for FY2002: Target2 met for print materials.
Books purchased: 28,030
Books circulated: 16,152
Percent of new books that circulated: 57.6%
Metric VII. Turnaround time for processing and filling user requests.
Target1: Satisfy the turnaround targets 90% of the time.
Target2: Satisfy the turnaround targets 80% of the time.
Categories:
Searches: Notify patron of results of search within 4 days of request.
Recalls: Process requests within 1 day.
ILL: Fill requests in 7 days.
LEO: Fill requests in 7 days.
Toolkit: Fill requests by agreed upon date.
New Books: Fill requests in 7 days.
Report separate tallies for each category.
Result for Searches FY2002: Target1 achieved.
Patrons were notified of search results within 4 days 94.6% of the time from November 2001 through June 2002.
Result for Recalls FY2002: Target1 achieved.
92.6% of recall requests were placed within 24 hours.
Toolkit database was updated so that we can extract turnaround data beginning July 2002; process for collecting data for new books is in place for next year; database with ILL and LEO data may not yield the data we need.
Metric VIII. Processing time for routine acquisitions.
Target1: 90% of in-print books from North America will be processed within one month.
Target2: 80% of in-print books from North America will be processed within one month.
Result for FY2002: Target2 met.
Number processed within 1 month = 11,626
Total number processed = 13,123
Percent processed within 1 month = 88.6%
Metric IX. Turnaround time for shelving books.
Target1: Shelve 90% of items within 4 hours of their return to the home library's circulation desk with an average accuracy rate for each library of 98%.
Target2: Shelve 90% of items within 6 hours of their return to the home library's circulation desk with an average accuracy rate for each library of 98%.
Result for FY2002: Failed to Meet Target1 or Target2.
39.6% of items were shelved in 4 hours
51.7% of items were shelved in 6 hours
Overall turnaround time for all libraries was 11:42 hours. Quality checking program was not implemented. Metric was revised for FY2003.
Metric X: Staff survey rating of internal service activities.
Target1: Composite rating of 4.0 of all internal service activities in annual staff survey, with no units rated below 3.5.
Target2: Composite rating of 3.5, with no units below 3.0.
Result for FY2002: Target2 achieved.
Composite rating of 3.85.
Lowest unit rating of 3.22, highest of 4.45.
96 responses received.
Metric XI. Percentage of departments with an assessment plan.
Target1: 100% participation.
Target2: 80% participation.
Result for FY2002: Failed to Meet Target1 or Target2.
12 plans were turned in for 23 departments/units for a 52.2% response rate.
Metric XII. Process improvement.
Target1: Complete at least one major process improvement each year.
Target2: Complete at least one major process improvement every two years.
Result for FY2002: Target1 achieved.
Centralization of student and wage pay processing qualifies for this year.
Metric XIII. Non-state expenditures as a proportion of total university library expenditures.
Target1: The target for FY2002 will be 10%. The target will increase by one half of one percent each year, i.e., the target for FY2003 will be 10.5%, for FY2004 it will be 11% etc.
Target2: The partial success indicator for FY2002 will be 9%.
Result for FY2002: Target1 achieved.
Total expenditures for FY02 = $20,770,301
Expenditures from non-state sources = $2,079,295 or 10.011%.
Metric XIV. Library budget as a proportion of the university budget.
Target1: The University Libraries should continue to account for at least 4% of the E&G (educational and general) share of the University budget.
Target2: The University Libraries should account for at least 3.75% of E&G.
Result for FY2001: Target1 achieved.
University of Virginia E&G total expenditures: $641,358,072
University of Virginia Libraries expenditures $ 26,939,896
Library budget proportion of total E&G 4.20%
Metric XV. Expenditures for monographs that circulate as a proportion of all monographic expenditures.
Target1: Monographs that circulate within the first two years should account for at least 70% of the monographic budget.
Target2: The circulated items should account for at least 60% of the monographic budget.
Result for FY2002: Failed to Meet Target1 or Target2.
Total cost of books in sample: $995,724.77
Cost of books that circulated: $571,449.69
Circulated books = 57.4% of the total cost.
Metric XVI. Unit cost of serial use (paper and electronic)
Target1: 0% increase in unit cost each year.
Target2. Less than 5% increase in unit cost each year.
Separate Tallies: The numbers for print journals and electronic journals will be kept and reported separately.
Result for FY2002: Baseline established for electronic serials.
$2.12 per electronic article
Articles displayed: 684,517 Cost: $1,452,485
Metric XVII. Unit cost of online databases.
Target1: 0% increase in unit cost each year.
Target2: Less than 5% increase in unit cost each year.
Result for FY2002: Target1 achieved.
Cost: $518,358. Searches: 1,305,466.
Cost for FY02 is $.40 per search, the same as FY01.
Metric XVIII. Unit cost of processing library materials.
Target1: Annual percent increase in unit cost to be equal to or less than annual percent increase in overall library operating expenditures.
Target2: Annual increase in unit cost will be within 5% of the annual percent increase in overall library operating expenditures.
Separate Tallies: The unit costs for Acquisitions, Cataloging, and Interlibrary Services will be tallied and reported separately.
Result for Acquisitions FY2002: Target1 achieved.
6.2% increase in cost per transaction vs. 6.7% increase in overall operating expenditures.
Result for Cataloging FY2002: Target1 achieved.
11.9% decrease in cost per transaction vs. 6.7% increase in overall operating expenditures.
Result for Interlibrary Services FY2002: Target 1 achieved.
4.9% decrease in cost per transaction vs. 6.7% increase in overall operating expenditures.
Metric XIX. Unit cost of public service transactions.
Target1: Annual percent increase in unit cost to be equal to or less than annual percent increase in overall library operating budget.
Target2: Annual increase in unit cost will be within 5% of the annual percent increase in overall library operating budget.
Separate Tallies: The unit costs for circulation, instruction, and reference will be tallied and reported separately.
Result for FY2002: Baselines established for circulation and reference.
Metric XX. Develop individualized and departmental learning plans.
Target1: 90% of library staff and departments have completed learning plans.
Target2: 80% of library staff and departments have completed learning plans.
Result for FY2002: Target2 achieved.
204 Learning plans for individuals out of 216 staff (94.4%)
18 Learning plans for departments out of 23 units (78.3%)
86.4% overall
Metric XXI: Retention of commended staff.
Target1: 95% of commended staff continue employment with the University Library.
Target2: 90% remain with the Library.
Result for FY2002: Target1 achieved.
90 of 93 commended classified staff (97%) remained; 44 of 45 commended faculty (98%) remained. Overall percentage 97%.
Metric XXII. Reliability of equipment.
Target1: Staff and user workstations (computers, scanners, order pickers, video, audio, microform, and copy equipment) shall function properly at least 95% of the time.
Target2: Equipment shall function properly least 90% of the time.
Result for FY2002: Only 3 checks were done (91.4% of equipment was working). This is not enough data to report out.
Metric XXIII: Renovation of major staff and public areas.
Target1: Three or more major renovations per year of which at least one is a staff area and one is a public area.
Target2: Two major renovations per year.
Result for FY2002: Target1 achieved.
So far this year, we have renovated the ILS Office in 415, the LTS Offices in 503A & B and completed construction of the Clemons Circulation Desk and the Clemons Wireless Classroom so we've met Target 1. Charles Frieden 2/25/02
Metric XXIV. Expenditures for Digital Materials.
Target1: Ensure that U.Va. is in the top quarter of all ARL libraries in our percentage of collections dollars expended on digital materials.
Target2: Ensure that U.Va. is in the top third of all ARL libraries in our percentage of collections dollars expended on digital materials.
Result for FY2002: Failed to Meet Target1 or Target2.
From ARL Supplementary Statistics FY2000
University of Virginia Libraries Expenditures for Electronic Materials $1,223,327
E-Materials as a % of Library Materials Budget 14.57%
Rank of 39%
Not in the top one third of the 105 respondents.
Metric XXV. Usability testing of websites.
Target1: At least 75% of all new and revised websites receive heuristic evaluation and at least 25% undergo full or discount usability testing.
Target2: At least 50% receive heuristic evaluation and at least 25% undergoing full or discount usability testing for the first year.
Result for FY2002: Failed to Meet Target1 or Target2.
14 websites added in FY02, 3 usability tested, 3 heuristics = 21% for each category.
Metric XXVI. Increasing the quality of digital access.
Target1: 100% of identified priority content will be produced per DCRT (Digital Contents Review Team) standards within six months.
Target2: 90% of identified priority content produced per DCRT standards produced within six months.
Result for FY2002: Failed to Meet Target1 or Target2.
13 projects were prioritized, 8 were completed for 61.5%. DLPS was operational for half the year.