1 Issues arising from Network Content Services Reports

 

1.1 Changes to Services

A further three challenge funded libraries have been added to Copac, completing phase one of the project.

Hairdressing Training launched a social networking site for tutors this quarter.

1.2 Service Performance

The following sections detail instances where Performance Indicators (PIs) were not met or performance was below snapshot levels. 

Availability

The monthly availability information below is given as a snapshot of performance during this quarter.  Monthly availability rates below an annual PI do not constitute a failure to meet the PI.  Only if the average availability over 12 months is below the PI can a service be deemed not to have met a target; this in itself may not indicate that service provision was unsatisfactory.

Service Availability

EDINA Services

The Monitoring Unit reports on 18 availability measurements over the ten monitored EDINA services; three of these have less than 12 months data. At the end of this quarter, of the 15 measurements for which the Monitoring Unit can calculate a 12 month rolling average availability, one was below the PI of 99% (Digimap OS Collection - Carto). 

Twelve service components had individual monthly availabilities below the PI snapshot this quarter - all of the affected services were mapping services.  The lowest availability was for Classic in July with availability of 95.40%.  All the remaining mapping services had availability of 95.52% in July.  All the outages were a result of problems with a single server.

Mimas Services

For the seven Mimas services that the Monitoring Unit report on there are eight availability measurements. At the end of the quarter, all Mimas services for which the Monitoring Unit can calculate a 12 month rolling average availability had availability above the PI of 99%.

All Mimas services had individual monthly availabilities above the PI snapshot (99%) this quarter.

Other Services

All other services monitored had availability above their PIs in every month this quarter.

Machine Availability

Two machines at EDINA had availability below the PI of 99% this quarter:

• ‘mayar’ which is provides parts of Digimap OS Collections (May 98.27%)
• ‘dearg’ which provides parts of all the mapping services (July 95.37%)

All remaining machine availability PIs were met this quarter by all services.

LAN Availability

All LAN availability PIs were met this quarter.

Scheduled Downtime

• All of the mapping services at EDINA for which 12 months data are available (Digimap OS Collections, Geology Digimap and Historic Digimap) have had scheduled downtime of more than 624 minutes this academic year. There are no PIs associated with the amount of service scheduled downtime at EDINA.
• In 2007/08 Q1, five ESDS machines at UKDA exceeded the 10.4 hour limit per academic year (624 minutes) on scheduled downtime. One of these machines had additional scheduled downtime this quarter (Web Delivery) with a total of 831 minutes being taken by the end of this year.

Service Response Times

The following service had some response times above five seconds (PI 99% of response times should be below five seconds unless otherwise stated):

EDINA - SUNCAT (May 98.69%, June 98.74% and July 98.56%). 

Start to Load Times

Film and Sound Online (FSOL) had some start to load times that were not five seconds or less (PI 99%). On average 17.64% of start to load samples per month were more than 5 seconds.

Helpdesk

The PI for 100% of enquiries to receive an initial response within 1 working day was not met for two enquiries to TASI in June (91.67%), two enquiries to EDINA in May (99.10%) and seven enquiries to SARS in total over the quarter (70%).

Two Census centres were unable to resolve 90% of the enquiries received in July (CDU and SARS).

The PI for 98% of enquiries to receive a response within 20 working days was not met by Mimas in July (94%).

Other Performance Indicators

• Twelve incremental updates of SUNCAT took longer than 20 working days to be uploaded (PI 100%).
• Three full file updates of SUNCAT took longer than 40 working days to be uploaded (PI 100%).