ARCHIVED - Compendium of Service Standards

National Library's Online Database Service (AMICUS)

1

AMICUS will be available at least 98 percent of the time during scheduled business hours (Mon-Fri: 5am-9pm, Sat from 5am through Sun).

2

Downtime over a one-year period will not exceed 60 hours.

3

There will be no period of continuous downtime lasting longer than 24 hours.

National Bibliography (Canadiana)

4

Records for publications covered by the Canadian Cataloguing in Publication (CIP) program, and for federal government publications available to libraries participating in the federal government's Depository Service Program (DSP), will be added to the database within 10 days of receipt by the National Library.

5

Records for at least half of all other current publications listed in Canadiana will be added to the database within 3 months of receipt of the publications.

Reference and Information Services

6

Information on how to use the services and collections of the Library will be provided immediately on request.

7

Requests for simple, factual information will be answered within two business days.

8

Information requests requiring extended analysis and research will be answered within 5 to 10 business days.

Onsite Consultation of Collections

9

Materials stored in the Library's main building will be delivered to the user within one hour of user's request.

10

Materials stored in other buildings will be delivered to the user with 24 hours of user's request.

11

Onsite requests for photocopies of materials in the National Library collections will be handled on a first-come, first-served basis, and copies will normally be provided on the same day.

Interlibrary Loan and Location Services

12

Requests submitted for a Basic search will be responded to within 2 to 4 business days of receipt of the request.

13

Requests submitted for an In-Depth search will be responded to within 10 business days of receipt of the request.

National Library's Online Database Service (AMICUS)

1

AMICUS will be available at least 98 percent of the time during scheduled business hours (Mon-Fri: 5am-9pm, Sat from 5am through Sun).

2

Downtime over a one-year period will not exceed 60 hours.

3

There will be no period of continuous downtime lasting longer than 24 hours.

National Bibliography (Canadiana)

4

Records for publications covered by the Canadian Cataloguing in Publication (CIP) program, and for federal government publications available to libraries participating in the federal government's Depository Service Program (DSP), will be added to the database within 10 days of receipt by the National Library.

5

Records for at least half of all other current publications listed in Canadiana will be added to the database within 3 months of receipt of the publications.

Reference and Information Services

6

Information on how to use the services and collections of the Library will be provided immediately on request.

7

Requests for simple, factual information will be answered within two business days.

8

Information requests requiring extended analysis and research will be answered within 5 to 10 business days.

Onsite Consultation of Collections

9

Materials stored in the Library's main building will be delivered to the user within one hour of user's request.

10

Materials stored in other buildings will be delivered to the user with 24 hours of user's request.

11

Onsite requests for photocopies of materials in the National Library collections will be handled on a first-come, first-served basis, and copies will normally be provided on the same day.

Interlibrary Loan and Location Services

12

Requests submitted for a Basic search will be responded to within 2 to 4 business days of receipt of the request.

13

Requests submitted for an In-Depth search will be responded to within 10 business days of receipt of the request.