European statistics User support network – Report 2012 Henric ANSELM/Norbert REINERT

European Statistics User Support Network First level support via Eurostat website (FAQs etc) Second level support via 33 user support centres, covering 29 languages Third level support via “Eurostat User support” – help on standard and complex requests which requires special competence 2

European Statistics User Support Network More than 17 000 user Reporting issues: Quarterly reports: mostly in time Use of languages Answering delays Phone support More than 17 000 user requests in 2012 3

Request Development Number of requests 2004/2005: 23 993 2005/2006: 24 320 2006/2007: 24 977 2007/2008: 26 447 2008/2009: 21 550 2009/2010: 22 074 2010/2011: 18 414 2011/2012: 17 103 Q 4/2012: 3835 4

Development of Complex Requests 2004/2005: 1 478 2005/2006: 1 660 2006/2007: 1 859 2007/2008: 2 195 2008/2009: 2 232 2009/2010: 2 138 2010/2011: 2 089 2011/2012: 2 713 Trend: more detailed questions, either because users cannot find the data or metadata via the website or they are questioning the figures. 5

Major Findings -7,2 % 2011/2012 compared to 2010/2011 Decreasing number of overall support requests (improved website and database) -7,2 % 2011/2012 compared to 2010/2011 - 9,1 % Q4/2012 compared to Q4/2011 Important increase of complex requests + 29,8 % 2011/2012 compared to 2010/2011 Phone assistance - varying from 0 to nearly 50 % of requests! Suggestions 6

Findings (Q4/2012) Type of request % Availability of data/publication Support centres % ESTAT Availability of data/publication 2,408 73.68% 706 51.80% Verification of data 189 5.78% 206 15.11% Methodological requests 360 11.02% 250 18.34% Technical requests 175 5.35% 110 8.07% Other 136 4.16% 91 6.68% Total 3,268 100% 1363 7

Findings (Q4/2012) Support centres ESTAT Type of user 8 Private user 10.80% 4.92% Student or Academic 38.04% 9.24% Commercial company / enterprise 34.52% 18.49% Press and other media 2.63% 1.69% EU institution / agency 0.73% International organisation 1.19% 1.47% National Statistical Institute/Support Centres NA 56.27% Public administration / Government 8.14% 3.45% Political parties/political organisations 1.35% 0.15% Other 2.60% 2.64% Total 100% 8

Findings (Q4/2012) Support by Production units: 57 functional mailboxes Mostly solicited units: F 3 Labour market 80 requests C 2 Nat. and reg. Accounts 62 requests E 5 Energy 37 requests 9

Quality Issues General aim: harmonised quality throughout the network Results of last 'anonymous test' Random tests of requests dealt with in Assist Feedback from users 10

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Promotional Activities by the Network (2011/2012) Fairs Events Web sites Conferences Presentations Mailings Animation project Posters 12

European Statistic Promotional Activities by the Network Support by Central support team: Assistance to Eurostat services Financial assistance Providing material Logistic help Incentives 13

Assist Transparent workflow Web-based Request Treatment Tool Monitoring of requests Module administration Improvements 14

Assist 4 - key improvements Improved user interface Better tracking of related requests Better text formatting facilities Storage of predefinded texts 15

Assist 4 – in pipeline Knowledge database Test period Feedback Registration of requests coming from other channels Automatic quality survey 16

Discussion on specific items? European Statistics User Support Network Thank you ALL for your attention and the very good cooperation in the ESDS network! Questions? Suggestions ? Discussion on specific items? 17