Library: Library Assessment Plan: Assessment Framework

ILL Request Fulfillment Assessment

ILL Request Fulfillment Assessment
Service Outcomes	Successful fulfillment of borrowing requests to support academic and research needs. Efficient processing of lending requests to support the broader scholarly community Maintenance of high fill rates that demonstrate effective resource sharing partnerships in both directions Timely completion of requests within established service standards
Type of Assessment	Performance metrics analysis, statistical reporting
Assessment Description	Analysis of request fulfillment using ILLiad Fill Rate Statistics reports for both digital copies (document delivery) and physical materials (Lending Services). The assessment evaluates completion rates by examining items received within specified date ranges and their current status (completed, cancelled, or in process). Data from Most Filled Journals and Most Requested Journals reports identify successful resource-sharing patterns and high-demand titles. The evaluation tracks the effectiveness of fulfillment and identifies areas for improvement in service delivery.
Responsibility	Interlibrary Loan Department
Results Distribution	Head of Interlibrary Loan & Administrative Services
Assessment Schedule	Quarterly beginning in July 2025
Last Assessment Occurred	Not applicable
Action Taken Based on Assessment Data	Not applicable
ILL Turnaround Time Assessment
Service Outcomes	Timely processing and delivery of requested materials within established service standards Consistent performance that meets or exceeds user expectations Efficient workflow management that minimizes delays Turnaround times that support time-sensitive research needs
Type of Assessment	Performance benchmarking, workflow analysis
Assessment Description	Systematic tracking of processing times using ILLiad Turnaround Time and Electronic Delivery Turnaround Time reports. These reports measure average time differences for articles and loans from request submission to final status (Delivered to Web, Request Finished, Checked Out to Customer). The assessment analyzes processing efficiency for both physical and electronic delivery methods, with electronic delivery turnaround specifically measured for articles delivered electronically.
Responsibility	Interlibrary Loan Department
Results Distribution	Head of Interlibrary Loan & Administrative Services
Assessment Schedule	Quarterly beginning in July 2025
Last Assessment Occurred	Not applicable
Action Taken Based on Assessment Data	Not applicable
User Satisfaction Assessment
Service Outcomes	• High levels of user satisfaction with ILL service quality and communication • Positive user experience throughout the request and delivery process • Effective communication that keeps users informed of request status • Responsive service that addresses user needs and concerns promptly
Type of Assessment	Informal user feedback analysis
Assessment Description	Collection and analysis of user feedback through direct communication and qualitative service interaction evaluations, supplemented by demographic analysis from Requests by Department and User Status reports. This assessment tracks usage patterns across different user groups and academic departments to ensure service meets diverse community needs. The department also monitors service quality through request completion rates and user communication patterns to maintain high service standards.
Responsibility	Interlibrary Loan Department
Results Distribution	Head of Interlibrary Loan & Administrative Services
Assessment Schedule	Ongoing feedback collection with quarterly review beginning in July 2025
Last Assessment Occurred	Not applicable
Action Taken Based on Assessment Data	Not applicable