User support network– Report 2012 Henric ANSELM/Norbert REINERT

European Statistical Data Support 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 More than 17 000 user requests in 2012 2

Major Findings 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 3

Major Findings Decreasing number of overall support requests but General trend over these years: increase in complex requests 4

Increase in Complex Requests (when Eurostat Production Units need to be consulted) 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

Support Centres Eurostat Type of users Q4:2010 Support Centres Eurostat Commercial company/enterprise 37,34% 16,67% Student or Academic 34,50% 10,33% Public administration/Government 8,17% 3,78% Private user 9,91% 2,33% Other 3,88% 4,11% Press and other media 2,89% 0,89% National Statistical Institute NA 56,00% Political parties and political organisations 0,97% 0,00% EU institution/agency 1,17% 4,89% International organisation 1,15% 1,00% 6

NOT ACTUAL SLIDE – JUST FOR FIGURES (for previous slide) TYPE OF USERS Support centres ESTAT 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 100.00% 100%

Direct contact with users! Promotional activities by the Network (2011/2012 supported by the grants) Fairs Events Web sites Conferences Presentations Mailings Animation project Posters Direct contact with users!  7

Assist Transparent workflow Monitoring of requests Web-based Request Treatment Tool Transparent workflow Monitoring of requests Module administration Improvements 8

• Technical problem solving • Checking of availability of data or publications • Verification of data • Methodological information etc. 2011: DWG 10-11 November

Assist - recent key improvements Search function Tracking of related requests (work-flow) Improved communication email - in the chosen language Export requests to XML format Attachment function + text box Reporting function 10