RESULTS AND CHALLENGES DWG May 2006 USER SUPPORT : RESULTS AND CHALLENGES Period Oct. 2005 - March 2006 N. Reinert/CS Team

Means and Challenges (1/2) The analysis is based on the feedback from : Users requests coming via the Eurostat Portal form or other media, including improvement suggestions Quarterly reports and proposals sent to us by the National Support centres

Means and Challenges (2/2) User satisfaction survey on our website Anonymous tests undertaken by Eurostat Others Eurostat sources Improvement objectives : New configuration of Eurostats portal Proposals for training activities Creation of a Knowledge database

SOME RESULTS OCTOBER 2005 – SEPTEMBER 2006

Requests on Eurostat Portal Central Support Author services NSI TOTAL Oct. 2005 50 123 88 261 Nov. 2005 100 141 84 325 Dec. 2005 47 102 56 205 Jan. 2006 80 135 81 296 Feb. 2006 87 148 83 318 Mar. 2006 91 174 95 360

Improvement suggestions on Eurostat Portal TOTAL Oct. 2005 35 Nov. 2005 37 Dec. 2005 27 Jan. 2006 Feb. 2006 31 Mar. 2006 54

Evolution of the requests : 4th quarter 2005 – 1st quarter 2006 Country Q4/2004 Q4/2005 Q1/2005 Q1/2006 Czech R. 142 153 182 227 Denmark 237 181 226 220 Germany 2345 2051 2287 2485 Estonia 40 46 38 57 Greece 55 93 99 112 Spain 328 152 261 290 France 206 216 268 Hungary n.a. 107 189 Italy 530 512 668 525 Cyprus na 17 15 Latvia 143 96 175 n.a.: not applicable Country Q4/2004 Q4/2005 Q1/2005 Q1/2006 Lithuania 44 66 22 76 Malta 19 29 15 68 Netherlands 175 180 231 283 Poland n.a. 104 185 Portugal 34 20 60 78 Slovenia 67 25 41 43 Finland 121 87 105 126 Sweden 290 202 320 UK 696 742 656 995 Norway 65 33 70 59 Switzerland 117 112 n.a.: not applicable Total Q4/2004=5511 Total Q1/2005=5722 Total Q4/2005=5183 Total Q1/2006=6773

Breakdown by type of requests First year experience 4th quarter 2005 – 1st quarter 2006

Breakdown by type of technical requests A third of the technical requests deals with Eurostat website 4th quarter 2005 – 1st quarter 2006

Breakdown by type of media of requests treatment 55 % of the requests come in by e-mail, but there is a huge phone calls increase. 4th quarter 2005 – 1st quarter 2006

Breakdown by type of user First year experience 4th quarter 2005 – 1st quarter 2006 More than two third of the requests sent by commercial company & enterprise and Student & Academic

Breakdown by user language of the requests 93% of the users address the ESDS in their mother tongue 4th quarter 2005 – 1st quarter 2006

Result from Anonymous test (1/2) January-February 2006 Content of the request delivered :

Result from Anonymous test (2/2) Overall results of the ESDS network : The evaluation : The response time The quality of answer The service rendered

Anonymous test – Overview of the ESDS results

Anonymous test – Response time 16 of the 22 ESDS reached the full score plus the bonus points

Anonymous test – Quality of answer The best result of the network was 102 points reached by 3 countries

Anonymous test – Service rendered The average score reached by the network was 65%

Findings and recommendations

Central User support entry The only entry point to Eurostats services Avoid to mention individual author services Usage of single request number Portal notifications Problems with specific providers NSI Mailbox Installation of receipt confirmation in Outlook, if possible Improvement under way

Complete Request Analysis Complex request treatment Links Control needed in order to avoid broken links Level of information to be checked

Customer orientation and user friendliness Focus Information on European level first, when European statistics are requested Information on national statistics Customer orientation and user friendliness Use of national languages with users User orientation Co-operation on national statistics Eurostat’s image Positive information

Promotional activities Eurostat Disclaimer http://europa.eu.int/geninfo/legal_notices_en.htm Promotional activities

Outlook

Training in September 2006 User surveys Anonymous tests New configuration of Eurostat Portal Knowledge database

Thank you for your attention and your help Your questions? Thank you for your attention and your help Do you have questions and comments?