Services Charter

1. General and legal data

 

1.1. Identification data and objectives

 The University Library is a resources centre for learning, teaching, research and activities related to running and managing the university as a whole (Title IX, art 178, section 1 of the University of Castilla-La Mancha Statutes). The mission of the University Library is to provide access and disseminate information resources and to collaborate in the process of creating knowledge in order to contribute towards attaining the university objectives.

The University Library is made up of all the libraries on the different campuses of the university of Castilla-La Mancha (hereinafter, the UCLM).The main functions of the University Library are as follows:

• To create a bibliographical collection adjusted to the university lines of study and research.
• To process, conserve and disseminate the university´s own bibliographical collections.
• To provide the university community with access to information about the university collections and those of other libraries or Documentation Centres outside the  UCLM.

 

1.2. Services

1.2.1. Information, guidance and service for users

  • This service is for responding to enquiries and general questions which need the help of a librarian.
  • It is aimed at all library users.
  • It can be accessed in person at the counters and access sections of each library, or online.
  • Electronic loans:
  1. By means of the university library website: https://www.biblioteca.uclm.es/Contacta/porquemedio/buzon
  2. By means of electronic mail.
  3. Telephone contact.
  4. Access to social networks.

1.2.2. Virtual Library

  • This is the result of combining all the electronic resources and online services of the library at one access point.
  • It is aimed at all library service users. Access to certain databases, books and electronic journals is restricted to members of the university community.
  • It can be accessed through any computer on the UCLM network or by the virtual private network (VPN) for members of the university community, from any computer connected to the Internet.
  • Electronic loans. https://www.biblioteca.uclm.es/encuentra-informacion/recursos
  • This consists in carrying out actions aimed at training different users to work with library resources, as well as nurturing the acquisition of skills in the range of instruments for accessing information.
  • It is aimed at all library users, mainly students, teachers and researchers.
  • The library annually puts on a range of activities at the library itself, as well as at different centres having reached an agreement with them. Moreover, there are tailor-made activities, requested from users themselves, as well as online training on the Moodle platform.
  • Electronic loans. https://campusvirtual.uclm.es/

1.2.3.Training  for users and for the acquisition of information competences

  • It consists in carrying out activities aimed at training different users to use library resources, as well as promoting acquisition of skills in the range of instruments there are for accessing information.
  • It is aimed at all library users, mainly students, teachers and researchers.
  • The library annually puts on a range of activities at the library itself, as well as at different centres having reached an agreement with them. Moreover, there are tailor-made activities, requested from users themselves, as well as online training on the Moodle platform.
  • Electronic loanshttps://campusvirtual.uclm.es/

1.2.4. Management of  desideratas (lists used in libraries to suggest acquisition of new works) and acquisition of bibliographical material.

1.2.5. Reading rooms and spaces for learning, teaching and research

  • This consists in access to and use of a range of rooms for consulting, studying or group work at the different libraries.
  • It is aimed at all library users. The rooms for group work are mainly for the university students.
  • They can be freely accessed, provided that valid documentation can be shown (student card, alumnus card or library card).
  • This service is for responding to enquiries and general questions for which the help of a librarian is needed.
  • It is aimed at all library users.
  • It can be directly accessed at the counters and access sections at each library, online by means of the library website, by electronic mail or by phoning.
  • Electronic loanshttps://www.biblioteca.uclm.es/Contacta/porquemedio/buzon

1.2.6. Information and bibliographical and reference guidance.

  • This service is for responding to enquiries and general questions for which the help of a librarian is needed.
  • It is aimed at all library users.
  • It can be directly accessed at the counters and access sections at each library, online by means of the library website, by electronic mail or by phoning.
  • Electronic loanshttps://www.biblioteca.uclm.es/Contacta/porquemedio/buzon

1.2.7. Consultation, loans and reservations of the university collection (local and home loans).

  • This consists in access to and consultation of books and journals at the libraries´ own facilities and for home loans, in the conditions and periods established by regulations on library books.
  • It is aimed at all library users.
  • Access:
    • Directly, for free-access resources.
    • By means of requesting this at the counters, for resources located in depots.
    • By means of the self-loan systems.
    • It is possible to renew online after having shown identification on the web catalogue.
  • Electronic loan (renewal):

1.2.8. Inter-campus loan

  • This consists in requesting loans from other libraries or copies of bibliographical materials and special collections there are on campuses other than that of the user.
  • It is aimed at all library users.
  • It can be accessed by means of requesting this in document access sections at the different libraries or online.
  • Electronic loanshttps://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/interbib-intercampus

1.2.9. Inter-library loan

  • This consists in requesting loans from other libraries or to copy bibliographical materials and special collections which are not part of the collections of the UCLM library. In return, the materials of the library will be made availability to other libraries to meet the requests of their users.
  • It is aimed at all library users.
  • It can be accessed by means of requesting this in document access sections at the different libraries or online.
  • Electronic loans: https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/interbib-intercampus

There is a cost to this service, established in every situation by the lending library, depending on whether this is a loan or copy. For Spanish university libraries, fees are set by common agreement with the members of Rebiun and may be consulted here

1.2.10. Lending laptops and other support resources for teaching and learning.

  • This consists in lending support materials, such as laptops, memories, lecterns and other items.
  • It is mainly aimed at university students.
  • It can be accessed on request at the counters at the different universities.

1.2.11. Internet access and office automation resources

  • This consists in Internet access and use of office automation applications from computers on the premises of the different libraries, laptop computers loaned by them, or from the laptops of the users by wireless connection (Wifi).
  • Aimed at all members of the university community and accredited library users.
  • It can be accessed on request at the counters at the different universities.

1.2.12. Personalized care for disabled users

  • This consists in personalized care for users whose access to library resources and services inusual conditions is limited and there are access facilities to buildings and rooms, furniture and adapted resources(hardware and software).
  • It is aimed at any users whose access to the resources and services in usual conditions is limited.
  • More information at:

 https://www.biblioteca.uclm.es/Conocenos/Catalogodeservicios/Discapacidad

1.2.13.  RUIdeRA  Management of Institutional Repository

  • It is a portal for electronic objects with full scientific, teaching and institutional texts, which have been produced and digitalized by the university itself, and whose publication is collectible and free access. It may store different types of objects, all of which are in electronic format, in communities managed by different units and university areas. The Libraries area manages those for Research, University Library and UCLM Journals.
  • It is freely accessible for any interested person.
  • It can be accessed from the site: http://ruidera.uclm.es/

 

1.3 Users

The services included in this Services Charter are provided to the following groups of users:

  • UCLM Students.
  • Teaching and research staff at the UCLM.
  • Administration and services staff at the UCLM.
  • Members of the friends and former students of the UCLM.
  • Government and Administrative bodies of the UCLM.
  • Libraries, companies, associations and public and private institutions, according to that established by the university regulations.
  • The general public according to that established in the University Library regulations. 

1.3.1. User rights

  • In general, all those recognized by that established in article 13 of Law 39/2015 of the 1st of October, on the common administrative procedure for Public Administrations.
  • To receive polite, correct and efficient service from the UCLM staff.
  • Free and free of charge access to the University Library buildings regardless of where these are located and in the conditions established by the regulations in force.
  • To request and receive information about the services provided by the University Library.
  • To use the services provided by the University Library, in the conditions established in the pertinent regulations.
  • To lodge complaints when staff have not acted correctly.
  • To receive a response to their complaints in the period established in point 2.2 of this Services Charter.
  • To participate in the process for improving quality by means of the procedures established by the library.
  • To be informed of the results of the evaluations and improvements made, in observance of the principles of respect for people and confidentiality and to be aware of the data and information which may affect them.

1.3.2. User duties

  • To accept the conditions and requirements established by the regulations on the provision of services.
  • To provide the documentation the university requires for providing the service in the periods and with the requirements set by it.
  • To respect and look after the facilities and UCLM buildings, as well as behaving politely and considerately to library staff serving them.

        

1.4. Ways of user participation

The user of all the activities and services the University Library provides has the following participation channels at his or her disposal:

 

1.5. Management of complaints, suggestions and enquiries

1.5.1. Ways to present these

  • Electronic:
  • In person: At any of Auxiliary Registries which make up the General Registry of the UCLM or at any other Official Public Administration Registry, in accordance with that established by Law 39/2015 or using thesuggestions form there is and posting this in the physical post box located on the premises of all the libraries.
  • By post: in writing addressed to any of the addresses shown in this Charter.

1.5.2. Means of obtaining information about the stage processing is at:

  • By electronic mail, registered post, whichever means the user prefers.
  • Periods for providing a response: within 5 working days of reception.

 

1.6. Regulations

The Services provided by the University Library are provided in accordance with the following regulations.

1.6.1. State and regional regulations

1.6.2. UCLM Regulations and those specific to this service

 

2. Commitments to quality and indicators

 

The UCLM University Library has established the following commitments in respect to providing the services which, in any event, have been adapted to the Regulations and Laws of the University Library and will be provided with due courtesy and deference.

 

2.1. Commitment to Quality

  1. To keep a schedule and opening hours which are appropriate to the academic timetable, to improve the service by opening study rooms in exam periods, which are open 220 days/year, apart from the study rooms needed in exam periods.
  2. To respond to complaints, suggestions and enquiries in no more than 5 days.
  3. To regularize library loans from the Hall collectionimmediately, and in no more than 30 minutes,as the time established,if these are taken from the depot.
  4. To process inter-campus and inter-library loans in under 48 hours.
  5. To receive documents requested by means of an inter-campus loan, in no more than a week, provided they these are available at their original library.
  6. To provide access to catalogues and electronic resources of the library from its own facilities and from the university website, with the legal restrictions in force,24 hours a day,365 days a year.
  7. To provide desktop computersand to lend laptop computers to university students, with Internet access and other non-bibliographical resources for supporting teaching and learning in a ratio of at least, 1 computer for every 30 students.
  8. To process purchasing requests and desideratas from users after the library has studied how appropriate these would be, in no more than a week.
  9. To annually update, the basic bibliographical collection for each academic year, providing the budget allows this, taking into consideration the teaching guides, placing works at the disposal of the users so they may consult them and borrow them in no more than 15 days after these arrive.
  10. To provide adequate infrastructures for disabled users with at least one set of equipment for each type of need, at every general library.
  11. To maintain select points for the collection of solid waste at all libraries.
  12. To provide digital reprography services, ensuring respect for copyright, in all libraries.
  13. To issue external user cards in no more than 2 days, once all pertinent documentation has been received.
  14. To provide users with training courses and activities, which are presential and online, so that users acquire the necessary information competences.

 

2.2. Indicators

The University Library monitors the commitments it has established in respect to the provision of services with the following indicators:

Commitment

Indicator

Annual value

1

Opening days per year of the General Libraries of the Campus.

220 days/year + study rooms in exam periods.

2

Percentage of responses made in no more than 5 days.

95%

3

Percentage of loans processed within the deadline.

90%

4

Percentage of loans made in under 48 hours on each campus.

95%

5

Percentage of documents available in one week.

95%

6

Accessibility of online resources 24 X 7 X 365.

95%

7

Number of computers ( desktop+ laptop) per degree student.

At least 1 computer for every 30 students.

8

Percentage of requests processed in under a week on each campus.

90%

9

Nº of documents processed and available for loans in under 15 days from their arrival, at each library.

90%

10

Number of sets of equipment for users whose sight or mobility is impaired on every campus.

At least 1 set of equipment for each of these for the General Library.

11

Number of selective waste collection points at each library.

At least one point at each library.

12

To maintain at least one set of equipment for digital reprography in every library.

1 set of equipment per library.

13

Percentage of cards issued in less than two days.

90%

14

Number of online and presential Literacy courses and training activities/year.

4 online Literacy courses/year
100 presential training activities/year.

 
 
 

3. Assurance systems and other measures 

 

3.1. Transparency, social responsibility and sustainability.

The UCLM endorses its commitment to providing its services  to users and interest groups in a framework which is legal, transparent  and informative. In the same way, UCLM management is orientated at satisfying  Castilla-La Mancha society, to social responsibility, cooperation in development, equality and environmental sustainability and use of resources.

 

3.2 Measures for gender equality, access to service and improved loan conditions.

3.2.1 Gender equality measures.

The UCLM applies the legal orders foreseen in Organic Law 3/2007 of the 22nd of March, on effective equality between men and women, ensuring this equality in its relationships with users and the employment conditions of its staff. In this way, the UCLM Equality Unit was created, a consultative and assessing body, in order to carry out duties pertaining to  promoting  the principle of equality between men and women, as regards an analysis of the position of women in different groups at the UCLM and  drawing up and monitoring measures and activities in different areas, to make equality a reality.

3.2.2 Service access measures (accessibility).

The UCLM constantly monitors the requirements of Royal Decree 366/2007, of the 16th of March, on accessibility and non-discrimination of disabled people, ensuring they can access the services provided by the University Library as regards the following:

  • Lifts.
  • Access without barriers.
  • Toilets adapted for disabled use.

There are also:

  • Optical readers for users with impaired vision.
  • Electrical tables for wheelchair users.
  • Accessible website.
  • Adaptation of regulations for special access conditions to services.

 

3.3. Normalized systems for quality control, environmental management and health and safety at work.

3.3.1 Quality control systems.

The UCLM manages by means of procedures drawn up by a system certified by regulation ISO 9001:2008. Likewise it has foreseen strategic planning with Strategic Plans or Directives as instruments adapted for continuous improvement, thereby establishing the appropriate channels for fulfilling the expectations and needs of the users and satisfying them.

3.3.2 Health and safety at work systems.

The UCLM has a Health and Safety at Work and Environmental Service, which oversees and ensures that health and safety at work and environmental provisions are complied with on all UCLM premises. It assesses work hazards and draws up plans to rectify these, trains staff in health and safety matters, oversees and monitors management of hazard waste and plans controls on the state of health of staff. Likewise it develops environmental management and sustainability measures.

4. Rectifying, compensation or repair measures.

The Director of the Library Section will respond as swiftly as possible to defects or complaints  which are lodged by users regarding the provision of services, informing them by means of personalized correspondence, by the means established, of whether these have been rectified. They will include, if appropriate, a personalized explanation by the responsible party.

5. Supplementary information.

 

5.1 Electronic and postal addresses and telephone numbers.

5.1.1 Electronic address.

  • https://www.biblioteca.uclm.es/

     

    5.1.2 Postal addresses and telephone numbers.

  • Unit in charge of Services Charter:

    University Library (Central services)
    Avda. de Camilo José Cela, 6. 13071 Ciudad Real
    Telephone number: 902 204 100-Fax: 902 204 130
    e-mail: 
    biblioteca@uclm.es

  • Albacete Campus.

    General Library
    Edificio José Prat
    Plaza de la Universidad, s/n. 02071 Albacete
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    biblioteca.ab@uclm.es

    Melchor de Macanaz Library.
    Edificio Melchor de Macanaz
    Plaza de la Universidad, 1. 02071 Albacete
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    Macanaz.bibab@uclm.es

    Faculty of Medicine Library.
    C/ Almansa, 14. 02006 Albacete
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    Medicina.bibab@uclm.es

  • Ciudad Real Campus.

    General Library
     Edificio Bernardo Balbuena
     Avda. Camilo José Cela, 6. 13071 Ciudad Real
     Telephone number: 902 20 41 00-Fax.: 902 204 130
     e-mail: 
    biblioteca.cr@uclm.es

    Library Fac. Of Law and Social Sciences.
    Ronda de Toledo, s/n. 13071 Ciudad Real
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    derecho.bibcr@uclm.es

    Library Faculty of Education
    Ronda de Calatrava,7. 13071 Ciudad Real
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    educacion.bibcr@uclm.es

    Library of the School of Agricultural Engineering
    Ronda de Calatrava, 7. 13071 Ciudad Real
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    agronomos.bibcr@uclm.es

    Library of the Almadén School of Mine Engineering and Industry
    Plaza de Manuel Meca, s/n. 13400 Almadén. Ciudad Real
    Telephone number: 902 20 41 00-Fax.: 902 204 130
    e-mail: 
    almaden.bibcr@uclm.es

  • Cuenca Campus.

    General Library
    Avda. de los Alfares, 42. 16071 Cuenca
    Telephone number: 902 204 100-Fax: 902 204 130
    e-mail: 
    biblioteca.cu@uclm.es

  • Toledo Campus.

General Library
Edificio Madre de Dios
Cobertizo de San Pedro Mártir, s/n. 45071 Toledo
Telephone number: 902 20 41 00-Fax.: 902 204 130
e-mail: 
biblioteca.to@uclm.es

Library of the Technological Campus of the Old Munitions Factory
Avda. Carlos III, s/n. 45071 Toledo
Telephone number: 902 20 41 00-Fax.: 902 204 130
e-mail: 
Fabrica.bibto@uclm.es

Library of the Toledo School of Translators
Plaza de Santa Isabel, 5. 45071 Toledo
Telephone number: 902 20 41 00-Fax.: 902 204 130
e-mail: 
Traductores.bibto@uclm.es

 Talavera de la Reina Library
Avda. Real Fábrica de Seda, s/n. 45600 Talavera de la Reina. Toledo
Telephone number: 902 20 41 00-Fax.: 902 204 130
e-mail: 
talavera.bibto@uclm.es

 

5.2 Situation, means of access and transport

 

5.3 Opening hours.

The main opening hours of the campus general libraries and telephone service during class periods are:

  • Mondays to Fridays 08:30 to 21:00 h.

For the opening hours of the centre libraries, for extraordinary opening periods for exams or holidays, see the website: https://www.biblioteca.uclm.es/conocenos/bibliotecas-y-horarios
Online resources  and services are accessible 24 h. a day, 7 days a week.

 

5.4 Year of publication, review and validity period.

Evaluation of to what extent the commitments endorsed in the Services Charter are being complied with, will be made annually and the results will be published together with it at the address https://www.biblioteca.uclm.es/

This Services Charter will become effective the day after it is published in the UCLM Official Gazette and will be valid for two years.

Compliance with the Services Charter. Year 2017  Novedad


Compliance with previous Services Charter
 
 
 
 
 
 
 

Published in the Official Bulletin of the UCLM, May 2017 / nº 192

Reviewed by the Library Commission in February 2017