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Service charter of the University of Barcelona CRAI

Service charter of the University of Barcelona CRAI

Service charter of the University of Barcelona CRAI

The University of Barcelona Learning and Research Resources Centre (CRAI) integrates library services and a range of specific support services for teaching and research. The CRAI’s service charter embodies its commitment to the quality and continuous improvement of all the services and activities it offers to users.



Our commitments to quality
  • 1. To attend the user 24 hours a day, 7 days a week, with personal or virtual personal attention
  • 2. To provide access to electronic information resources
  • 3. To offer a document lending service that facilitates the consultation of the CRAI’s bibliographic funds outside their premises
  • 4. To offer training sessions to help users acquire the knowledge and skills they need to identify, locate and use information resources
  • 5. To support teaching staff
  • 6. To support researchers
  • 7. To offer a good collection of information resources for learning and research
  • 8. To use the Digitization Centre (CEDI) to digitize the CRAI’s heritage collection
Our quality indicators
  • 1.1 The percentage of complaints, suggestions and acknowledgements answered within four working days
  • 1.2 User satisfaction regarding staff attention
  • 2.1 User satisfaction regarding access to electronic information resources
  • 3.1 User satisfaction regarding the document loan service
  • 3.2 The percentage of interlibrary loan requests processed in fewer than six days
  • 4.1 User satisfaction regarding training (as reflected in the user satisfaction surveys conducted after sessions and workshops)
  • 5.1 Volume of requests for teaching support resolved
  • 5.2 Teaching staff satisfaction regarding the support received
  • 6.1 Publication in the UB Digital Repository of doctoral theses in less than 20 working days
  • 6.2 Research staff satisfaction regadring the support received
  • 7.1 Ratio of electronic journals titles for teaching and research staff
  • 7.2 Annual increase in monographs for undergraduate students
  • 8.1 Number of UB Heritage documents digitized each year
Your rights
  • To be treated with respect and consideration
  • To have access to library spaces and equipment designed to support private and group activities, with ample opening hours according to the availability of each center
  • To have access to the information resources necessary for learning, teaching and research
  • To receive information and advice according to the needs of students, teachers and researchers, through the services offered
  • To receive training in information retrieval skills
  • To be assured confidentiality of personal data in compliance with the Data Protection Act
  • To submit suggestions for improvements and register complaints
  • To receive adequate services for groups with specific needs
Your duties
  • To respect the equipment, facilities and spaces and use these exclusively for their designated purposes
  • To follow the instructions of the library staff and respect the rules that regulate the different services of the CRAI libraries and identify themselves as users of the University when the persons designated for this purpose require it
  • To abstain from behavior that infringes the rights of other users
  • When making use of digital resources, do not commercialize, modify, alter, transform, translate or create derivative works and/or based on materials included in each collection, nor make any other use that infringes copyright laws
  • To look after personal belongings, the loss, theft or damage of which the UB CRAI cannot be held responsible for
  • To be able to show the validated UB card or with the credentials of the University to make use of the services that require it. This card and credentials are personal and non-transferable
Communication and participation mechanisms

Suggestions, complaints and acknowledgements intended to improve CRAI library services may be written and submitted to:





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