Our 2009-2010 performance
Some achievements and performance information 2009-2010
We hold 620 cubic metres of Archives and manage c.1000 cubic metres of semi-current records.
For details of our budget see; Cost of the Archives & Records Service|
Access to the Archives
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Average speed of full response to outside written enquiries: 1.07days [Target: 2 days]
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% same day answers to outside written enquiries: 87.75% [Target 75%]
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Production of 17069 documents for visiting searchers and answering enquiries
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Document production target: 5 minutes per order 75.2% [Target 75%]
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Telephone enquiries: 97.25% [Target 95%] answered within 18 seconds
Electronic Service Delivery (ESD)
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Increase in use of e-mail - now accounts for 64% of all incoming enquiries.
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Popularity of the Service's web-site presence – over 1,000,000 hits per annum
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Online access to 60% of our catalogues
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Database of prisoners at the County Gaol (1800-1879) with over 32,558 entries available online at March 2010, expanding every week!
The 8th National Survey of Visitors to British Archives June 2009
The full results comparing us with other offices were recieved January 2010.
Below are the percentage of 'Very Good' ratings 2009 compared with our results from the last survey (2008)
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Customer care (helpfulness and friendliness of staff) 91% 93%
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Quality of advice given by staff 86% 88%
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Document delivery 88% 73%
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Service Overall 79% 75%
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Copy Services 65% 41%
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Advance Information 62% 49%
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Quality of finding aids 54% 41%
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Microfilm & fiche viewing facilities 55% 35%
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Website 50% 31%
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Opening Hours 39% 33%
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On site IT facilities 49% 23%
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Visitor Facilities 39% 15%
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Physical Access to and in the building 36% 20%
Many comments were made on the survey about possible improvements.
The service attracts visitors to the local area:
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49% of visitors spent longer than 3 hours here, with 23.7% here for more than 5 hours. More people walked/cycled to reach us than in 2008 13.3% (11%) but fewer used public transport, a mere 15% as compared to 23% in 2008. The number of visitors using local shops and services remained fairly steady at 64% (66%). Many of our visitors chose to eat out locally, over 60% compared to a mere 35% in 2008. Whilst most visited the area for a day - 59% - a considerable number - 37% - stayed for up to a week.
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Two thirds of visitors had looked at the website prior to their visit, and the number of 'first time' visitors rose from 36% in 2008 to 44.8% in 2009.The primary purpose for most visitors to the archive was leisure/recreational, but more visitors (44.1%) were here for functional/Citizenry purposes than in 2008 (33%).
How did visitors feel they benefited from using the Service?
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Strong agreement / Agreement 2009/2008
Provides an opportunity for learning 74% 24% 67% 32%
Helps preserve our culture and heritage 90% 10% 83% 17% Strengthens family/community identity 57% 33% 48% 45%
Supports business and administrative activity 19.5% 43% 21% 41%
Supports our rights as citizen's rights 26% 41% 30% 41%
Other Surveys
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Customer Focus
The Archives and Records Service was awarded its 5 th successive national Charter Mark in 2006. It is one of 1500 national holders – and one of only 20 to have won the Award on 5 consecutive occasions and so demonstrated continuous improvement over 15 years.
Charter Mark is a national award for excellence in customer service. It involves independent assessment over 3 days to provide evidence and prove ' ;compliance' against 6 themes:
Setting standards for customers and performing well against them
Consulting and involving customers, partners and staff
Acting fairly, being accessible to everyone and promoting choice
Managing resources effectively
Contributing to improving opportunities and quality of life of individuals and communities
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Benchmarks
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