Balanced Scorecard
Metric Results for FY 2002-03
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 FY2003: Target1 achieved.
| 2000 Faculty survey—overall ratings | |
| Science faculty 4.14 | |
| Humanities faculty 4.48 | |
| Social Sciences faculty 4.60 |
Result for Students for FY2003: 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 from each of the major constituencies (undergraduates, graduates, humanities faculty, social sciences faculty, science faculty).
Target2: 4.00 or better from each major constituency.
Three variables (competence and knowledge of staff, courtesy of staff, speed of service) combined into one metric.
Result for FY2003: 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 FY2003: Target2 achieved.
2002 ARL index ranking is 23
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 FY2003: [Suspended for 2002-03.]
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 FY2003: Target2 achieved.
| 2001/02 | 2002/03 | % Change | ||
|---|---|---|---|---|
| Sessions | 197 | 223 | 13.2% | |
| Participants | 2,438 | 3,394 | 39.2% |
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 measured separately.
Target2: 50% of all new titles should circulate (or be used) within the first two years. Usage of newly acquired or newly digitized electronic monographs will be measured separately.
Result for FY2003: Target1 achieved.
Books purchased: 25,387
Books circulated: 15,585
Percent of new books that circulated: 61.4%
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 FY2003: Target1 achieved.
Patrons were notified of search results within 4 days 91.3% of the time.
Result for Recalls FY2003: Target not met.
76.7% of recalls were processed within 1 day.
Result for ILL FY2003: Target not met.
64% of requests were filled in 7 days.
Result for LEO FY2003: Target2 achieved.
89.5% of requests were filled in 7 days.
Result for Toolkit FY2003: Target1achieved.
| Summer02 = | 99.5% |
| Fall02 = | 99.1% |
| Spring03 = | 92.4% |
| Weighted Average = | 96.1% |
Result for New Books: Target not met.
17% of new books requested by patrons were received in 7 days.
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 FY2003: Target1 achieved.
Number processed within 1 month = 11,254
Total number processed = 12,311
Percent processed within 1 month = 91.4%
Metric IX. Turnaround time for shelving books.
Target1: Accurately shelve/refile 85% of all materials by the end of the day following discharge regardless of where the item was discharged.
Target2: Accurately shelve/refile 75% of all materials by the end of the day following discharge regardless of where the item was discharged.
Result for FY2003: Target not met.
An average of 72.7% of items were shelved correctly by the end of the following day.
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 FY2003: Target2 achieved.
Composite rating of 3.99.
Lowest unit rating of 3.54, highest of 4.33.
109 responses received.
Metric XI. Percentage of departments with an assessment plan.
Target1: 100% participation.
Target2: 80% participation.
Result for FY2003: [Suspended for 2002-03.]
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 FY2003: Target1 achieved.
Improvement projects for 2002-03: Special Collections Public Service and Reserve Processing.
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 FY2003 will be 10%.
Result for FY2003: Target1 achieved.
Total expenditures for FY03 = $19,661,740
Expenditures from non-state sources = $2,108,606 or 10.72%.
Metric XIV. Library budget as a proportion of the university expenditures.
Target1: The University Libraries should continue to account for at least 4% of the E&G (educational and general) share of University expenditures.
Target2: The University Libraries should account for at least 3.75% of E&G.
Result for FY2003: Target1 achieved.
University of Virginia E&G total expenditures for FY02: $675M
University of Virginia Libraries expenditures for FY 02: $28.6M
Library budget proportion of total E&G: 4.24%.
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 60% of the monographic budget.
Target2: The circulated items should account for at least 50% of the monographic budget.
Result for FY2003: Target2 achieved.
Total cost of books in sample: $940,174.32
Cost of books that circulated: $550,645.53
Circulated books = 58.6% 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.
[For FY03, measurement for paper serials was suspended.]
Result for FY2003: Target1 achieved.
Cost per journal article in FY02 was $2.12.
Cost per journal article in FY03 was $1.64.
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 FY2003: Target1 achieved.
Cost per search of online databases remained the same: $0.52 for both FY02 and FY03.
Metric XVIII. Unit cost of processing library materials.
Target1: Annual percent change in unit cost will be equal to or less than annual percent change in overall library operating expenditures.
Target2: Annual percent change in unit cost will be within 5% of the annual percent change 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 FY2003: Target1 achieved.
Cost per transaction FY2002 = $15.55
Cost per transaction FY2003 = $13.21
15.1% decrease in cost per transaction vs. 4.6% decrease in overall operating expenditures.
Result for Cataloging FY2003: Target not met.
Cost per transaction FY2002 = $14.11
Cost per transaction FY2003 = $16.35
15.9% increase in cost per transaction vs. 4.6% decrease in overall operating expenditures. There were no binding transactions for 9 months due to budget cuts.
Result for Interlibrary Services FY2003: Target1 achieved.
Cost per transaction FY2002 = $9.68
Cost per transaction FY2003 = $8.31
14.2% decrease in cost per transaction vs. 4.6% decrease in overall operating expenditures.
Metric XIX. Unit cost of public service transactions.
Target1: Annual percent change in unit cost to be equal to or less than annual percent change in overall library operating expenditures.
Target2: Annual percent change in unit cost will be within 5% of the annual percent change in overall library operating expenditures.
Separate Tallies: The unit costs for reference, circulation, and instruction will be tallied and reported separately.
Result for reference FY2003: Target not met.
Cost per transaction FY2002 = $4.29
Cost per transaction FY2003 = $4.81
12% increase in reference costs vs. 4.6% decrease in operating expenditures.
Result for circulation FY2003: Target1 achieved.
Cost per transaction FY2002 = $0.95
Cost per transaction FY2003 = $0.81
15.2% decrease in circulation costs vs. 4.6% decrease in operating expenditures. Hours were reduced in Fall 2002 due to budget cuts.
Result for instruction FY2003: [Suspended for 2002-03.]
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 FY2003: [Suspended for 2002-03.]
Metric XXI: Retention of commended staff.
Target1: 95% of commended employees remain on the staff.
Target2: 90% of commended employees remain on the staff.
Result for FY2003: Target2 achieved.
70 of 73 commended classified staff (96%) remained; 34 of 42 commended faculty (81%) remained. Overall percentage 90.4%.
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 FY2003: Target1 achieved.
The percent of equipment functioning properly is 95.2%
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 FY2003: Target1 achieved.
The following projects were complete in 2003-03:
- Complete Clemons 407 Classroom which included new carpeting, new tables and chairs, new blinds, new whiteboards and the installation of the clasrooom projector.
- New carpeting and new modular offices and workstations for all staff located on the Clemons 4th floor.
- New carpeting for the entire Fine Arts Library.
- New carpeting in the Alderman Periodicals Room, the Alderman Electronic Classroom and IATH.
- Installed two new Canon MS400 Microfilm Reader/Printers.
Metric XXIV. Expenditures for Digital Materials.
Target1: Ensure that UVa is in the top quarter of all ARL libraries in our percentage of collections dollars expended on digital materials.
Target2: Ensure that UVa is in the top third of all ARL libraries in our percentage of collections dollars expended on digital materials.
Result for FY2003: Target not met.
From ARL Supplementary Statistics FY2002:
University of Virginia Libraries Expenditures for Electronic Materials $1,082,315
E-Materials as a % of Library Materials Budget 12.17%
Rank of 98%
Not in the top one third of the 110 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 FY2003: Target not met.
12 websites completed in FY03, 3 usability tested = 25.0%, 4 heuristics = 33.3%
Metric XXVI. Increasing the quality of digital access.
Target1: 100% of identified priority content will be produced per DCRT (Digital Contents Review Team) standards.
Target2: 90% of identified priority content produced per DCRT standards.
Result for FY2003: Target not met.
3 projects were prioritized, 2 were completed for 66.6%.