Dear Mr. Foucault

Thank you for your request for documents below. In accordance with subsection 15(5)(a) of the Freedom of Information Act 1982, I confirm receipt of your request.

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[email address] | National Library of Australia

The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia
T +61 2 6262 1111
nla.gov.au

In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au

This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

-----Original Message-----
From: Edward Foucault <[FOI #7822 email]>
Sent: Saturday, 4 September 2021 3:41 PM
To: FOI <[email address]>
Subject: Freedom of Information request - NLA Service Charter results

Dear National Library of Australia,

As per the Service Charter currently listed on your website under the provisions of the FOI Act could you please provide to me any and all documentation/emails/reports/correspondence that quantifies the results for the Reporting Year 2019-2020 and that specifically the following targets in your service charter have been achieved:

"respond to 90% of information and research enquiries within one week."

"ensure 99.5% availability of the Library’s website and Trove."

"ensure our website and Trove are user-friendly and accessible to a broad range of users."

Can you confirm in any documentation held that the results for the above target have been audited by an independent party and also outline the methodologies which have been used to determine the results of each measure above, in particular the 3rd point above which does not appear to have a percentile-target assigned?

Yours faithfully,

E. Foucault

-------------------------------------------------------------------

Please use this email address for all replies to this request:

[FOI #7822 email]

Is [NLA request email] the wrong address for Freedom of Information requests to National Library of Australia? If so, please contact us using this form:

https://www.righttoknow.org.au/change_re...

This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:

https://www.righttoknow.org.au/help/offi...

Please note that in some cases publication of requests and responses will be delayed.

If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.

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Dear Mr Foucault

Thank you for your request for documents under the Freedom of Information Act 1983. Amongst other things, you requested documentation that quantifies the results for the reporting year 2019-2020 and specifically the target of 'ensur[ing] our website and Trove are user-friendly and accessible to a broad range of users'. The Library holds 2 audience market research reports which in our view falls within scope of this aspect of your request. The Library proposes to provide those reports to you. They contain Library staff names and the names and email address of personnel of the contracted service provider the Library engaged to work on those reports. We would like to seek your consent for those names and email address to be redacted, because they are personal information.

We would appreciate your reply at your earliest convenience, to facilitate the documents to be provided to you before 4 October 2021.

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[NLA request email]
The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia

T +61 2 6262 1111

nla.gov.au

        
In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au 
This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

-----Original Message-----
From: FOI <[email address]>
Sent: Friday, 10 September 2021 1:29 PM
To: Edward Foucault <[FOI #7822 email]>
Subject: RE: Freedom of Information request - NLA Service Charter results

Dear Mr. Foucault

Thank you for your request for documents below. In accordance with subsection 15(5)(a) of the Freedom of Information Act 1982, I confirm receipt of your request.

Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[email address] | National Library of Australia

The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia
T +61 2 6262 1111
nla.gov.au

In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au

This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

-----Original Message-----
From: Edward Foucault <[FOI #7822 email]>
Sent: Saturday, 4 September 2021 3:41 PM
To: FOI <[email address]>
Subject: Freedom of Information request - NLA Service Charter results

Dear National Library of Australia,

As per the Service Charter currently listed on your website under the provisions of the FOI Act could you please provide to me any and all documentation/emails/reports/correspondence that quantifies the results for the Reporting Year 2019-2020 and that specifically the following targets in your service charter have been achieved:

"respond to 90% of information and research enquiries within one week."

"ensure 99.5% availability of the Library’s website and Trove."

"ensure our website and Trove are user-friendly and accessible to a broad range of users."

Can you confirm in any documentation held that the results for the above target have been audited by an independent party and also outline the methodologies which have been used to determine the results of each measure above, in particular the 3rd point above which does not appear to have a percentile-target assigned?

Yours faithfully,

E. Foucault

-------------------------------------------------------------------

Please use this email address for all replies to this request:

[FOI #7822 email]

Is [NLA request email] the wrong address for Freedom of Information requests to National Library of Australia? If so, please contact us using this form:

https://www.righttoknow.org.au/change_re...

This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:

https://www.righttoknow.org.au/help/offi...

Please note that in some cases publication of requests and responses will be delayed.

If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

hide quoted sections

Dear Mr Foucault

Thank you for your response, and for your request for documents under the Freedom of Information Act 1983 (FOI Act). Please see attached documents (Attachments 1 to 4) that the National Library of Australia (Library) holds which fall within the scope of your request. They are listed below.

You requested for documentation that quantifies the results for the reporting year 2019-2020 and specifically the following targets in Library's service charter have been achieved:

1. respond to 90% of information and research enquiries within one week - see attached document titled 'Att 1 - Reftracker report 2019-2020'.

As per subsection 22(3) of the FOI Act, this document is an edited copy that has been prepared using data extracted from another document (the original Reftracker report). The reason for providing this edited copy and not the original Reftracker report is that the original Reftracker report contains information that falls outside the scope of your request, for example, data pertaining to other reporting periods. The original Reftracker report is prepared using information from the RefTracker system, which tracks turnaround times of enquiries.

Please note also that because the original document is a spreadsheet of some complexity, for practical reasons, information that falls within scope has been extracted rather than information being out of scope being deleted or redacted.

2. ensure 99.5% availability of the Library’s website and Trove - see attached zipped file titled 'Att 2 - Website service availability 2019-2020'

As per subsection 22(3) of the FOI Act, these documents form an edited copy that has been prepared using data extracted from another document (the original website service availability report). The reason for providing an edited copy and not the original website service availability report is that the original website service availability report contains information that falls outside the scope of your request, for example, data pertaining to other information and technology KPIs.

Please note also that because the original document is a spreadsheet of some complexity, for practical reasons, information that falls within scope has been extracted rather than information being out of scope being deleted or redacted.

3. ensure our website and Trove are user-friendly and accessible to a broad range of users - the Library has two market research reports as follows:

- document entitled 'Att 3 - Final Report - Program of research into current and future audiences': this is the market research into the Library dated January 2021, which includes some recommendations and findings about the website. These recommendations are currently being implemented.
- document entitled 'Att 4 - Trove Audience Analysis Report' - this market research report is dated March 2018. Most of the recommendations in the report have been acted upon.

The only redacted text from the documents are names and personal information (e.g. email) of Library staff and service provider personnel, as discussed with you previously.

The Library does not hold any other documentation that falls within the scope of your request.


Kind regards
Angie

Angie Piao | FOI Officer | National Library of Australia

[NLA request email]
The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia

T +61 2 6262 1111

nla.gov.au

        
In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au 
This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

-----Original Message-----
From: Edward Foucault <[FOI #7822 email]>
Sent: Saturday, 25 September 2021 6:34 PM
To: FOI <[email address]>
Subject: RE: Freedom of Information request - NLA Service Charter results

Dear Angie,

I am happy for the approach specified to be adopted in providing the information.

Yours sincerely,

Edward Foucault

-----Original Message-----

Dear Mr Foucault

Thank you for your request for documents under the Freedom of Information Act 1983. Amongst other things, you requested documentation that quantifies the results for the reporting year 2019-2020 and specifically the target of 'ensur[ing] our website and Trove are user-friendly and accessible to a broad range of users'. The Library holds 2 audience market research reports which in our view falls within scope of this aspect of your request. The Library proposes to provide those reports to you. They contain Library staff names and the names and email address of personnel of the contracted service provider the Library engaged to work on those reports. We would like to seek your consent for those names and email address to be redacted, because they are personal information.

We would appreciate your reply at your earliest convenience, to facilitate the documents to be provided to you before 4 October 2021.

Kind regards

Angie

Angie Piao | FOI Officer | National Library of Australia

[NLA request email]

The National Library of Australia acknowledges Australia’s First Nations Peoples – the First Australians – as the Traditional Owners and Custodians of this land and gives respect to the Elders – past and present – and through them to all Australian Aboriginal and Torres Strait Islander people.

Parkes Place Canberra ACT 2600 Australia

T +61 2 6262 1111

nla.gov.au

In line with ACT Government COVID-19 health directions, the Library building is temporarily closed. Your National Library remains open online. Visit us at nla.gov.au 

This transmission is intended only for the use of the addressee and may contain confidential or legally privileged information. If you are not the intended recipient, you are notified that any use or dissemination of this communication is strictly prohibited. If you have received this transmission in error, please notify me immediately by telephone and delete copies of this transmission together with any attachments.

-------------------------------------------------------------------

Please use this email address for all replies to this request:

[FOI #7822 email]

This request has been made by an individual using Right to Know. This message and any reply that you make will be published on the internet. More information on how Right to Know works can be found at:

https://www.righttoknow.org.au/help/offi...

Please note that in some cases publication of requests and responses will be delayed.

If you find this service useful as an FOI officer, please ask your web manager to link to us from your organisation's FOI page.

-------------------------------------------------------------------

hide quoted sections