Top tasks for the European Commission July 11th, 2014

What we will cover Internal poll: what Commission staff think the top tasks are External poll: what the top tasks are Detailed results Key findings Next steps

Internal poll: what do the staff think

Internal poll – facts & figures From May 26, 2014 to June 12, 2014 Valid responses: 668 Question 1: Tasks “Select the 5 reasons (from the list below) that YOU THINK are most important TO PEOPLE when engaging with the Commission (we are talking about people's overall interaction with the Commission, not just with one particular DG)” Question 2: Satisfaction “Participants in the external survey were asked to select 3 factors to describe THEIR EXPERIENCE with Commission websites. Which 3 from the list below do you think they chose?” Gerry to ask: who took the poll?

Internal poll - what do the staff think? 5 Top Tasks according to staff Funding, grants, subsidies Working in an EU country (rights, permits, benefits) Complaints to the European Commission About the EU (role, structure, how it works, origin) Tiny Top Small Medium

Internal poll – stability of results

Bottom 20 tasks according to staff

Satisfaction – what do the staff think? Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things Up-to-date information Accurate information Complete information Plain language Easy to contact a person Easy to participate, give feedback Gives me the facts / transparent Has ratings, reviews, recommendations Helpful search results Clear menus and links Simple layout / easy to read Looks attractive / appealing Fast to do things Satisfaction index: 16%

External poll: what the top tasks are

External poll – facts & figures From May 12, 2014 to June 02, 2014 Valid responses: 106,792 Volunteers for future testing: >40,000

85% participants from EU28 – 211 countries Italy 12% 10878 Germany 11% 9777 Spain 9% 8294 France 7% 6559 United Kingdom 7% 5928 Belgium 6% 5129 Netherlands 3% 3064 Portugal 3% 2731 Greece 3% 2437 Romania 2% 2066 Austria 2% 2040 Sweden 2% 1907 United States of America 2% 1792 Poland 2% 1763 Bulgaria 2% 1674 Finland 2% 1555 Ireland 2% 1399 Denmark 1% 1223 Croatia 1% 1212 Czech Republic 1% 1084 Switzerland 1% 1021 Hungary 1% 947 Slovenia 1% 895 Norway 1% 703 Turkey 1% 613 Slovakia 1% 604 Luxembourg 1% 510 Brazil 1% 496 Serbia 1% 489 Lithuania 1% 457 Mexico 1% 445 Australia 0% 403 Canada 0% 398 Latvia 0% 383 Cyprus 0% 355 India 0% 328 Colombia 0% 323 Estonia 0% 312 Ukraine 0% 306 Malta 0% 305 China 0% 298 Argentina 0% 284 Japan 0% 277 Russia 0% 196 75488 from EU28 French Southern Territories

User segmentation by: Employment Employed 61% Self-employed 13% Student 12% Unemployed 7% Retired 3% Other

User segmentation by: Workplace National government 19% Local, regional authority 10% EU institutions 3% Other international organisations (non-EU) 2% Non-profit and NGO 11% Private sector: start-up 4% Private sector: small companies (<50 employees) 16% Private sector: medium-sized companies (50-249) 7% Private sector: large companies (>250 employees) Other 13%

User segmentation by: Occupation Journalist, media professional 3% Lawyer, legal professional 8% Policy maker 6% Lobbyist, interest representative 4% Teacher, professor, researcher (academia) 21% Economist Other (open question) 50%

User segmentation by: Age < 18 1% 18 - 24 9% 25 - 34 23% 35 - 44 25% 45 - 54 24% 55 - 64 14% 65 + 4%

User segmentation by: Private/professional Private individual 35% Professional 65%

User segmentation by: Site visit frequency Daily 11% Weekly 27% Monthly 21% Infrequently 24% First time 17%

The main task question Select the 5 reasons that are MOST IMPORTANT to you when interacting with the European Commission

External poll - key results 6 Top Tasks 6. Environmental protection Tiny Top Small Medium

The Long Neck

External poll - stability of results

Another view - stability of results

External poll - top 20 tasks 106,792 participants cast 1,601,880 votes

External poll - bottom 20 tasks

Top tasks - assumptions versus facts

External poll - satisfaction Select the 3 factors that BEST DESCRIBE YOUR EXPERIENCE when trying to complete tasks on a European Commission website.

Satisfaction – our audiences Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things Up-to-date information Accurate information Complete information Plain language Easy to contact a person Easy to participate, give feedback Gives me the facts / transparent Has ratings, reviews, recommendations Helpful search results Clear menus and links Simple layout / easy to read Looks attractive / appealing Fast to do things

Satisfaction – our assumptions Out-of-date information Inaccurate information Incomplete information Full of jargon, corporate speak Hard to contact a person Hard to participate, give feedback Misleading, not transparent Has no ratings, reviews, recommendations Poor search results Confusing menus and links Cluttered layout Looks unattractive Slow to do things Up-to-date information Accurate information Complete information Plain language Easy to contact a person Easy to participate, give feedback Gives me the facts / transparent Has ratings, reviews, recommendations Helpful search results Clear menus and links Simple layout / easy to read Looks attractive / appealing Fast to do things

We are 89th out of 181 organisations 60% Staff: 16% 180th out of 181 staff surveys

Satisfaction – Where are the pain points?

Detailed analysis by category/ demographic

Consistency across ‘employment status’

Consistency across ‘workplace’

Consistency across ‘private/professionals’

Detailed analysis: ‘private/professionals’ Commission websites are mainly for professionals Website visit frequency

Consistency across ‘occupation’ (excl. ‘other’ 50%)

Detailed analysis: “other” occupations 6 occupations address 50% of our audiences Who are the other 50%?

The “other” occupations

Consistency across ‘age’

Consistency across ‘site visit frequency’

Consistency across ‘country of residence’

Consistency across ‘area of interest’

Key findings

Key findings There ARE top tasks, and the data is incredibly solid Commission websites are mainly for professionals Customers are much more positive than staff Remarkable consistency across all audience profiles, interest areas, countries Well-rated content, some jargon, lots of confusing menus and links, poor search Strong case for a common information architecture as the logical next step

Every single one is shared Tasks by DG 77 tasks… Every single one is shared Average of 12 DGs per task Alternative: ‘each task has mutliple owners’

We will build a common architecture for ALL 77 tasks. We will focus first on what matters most to most people: the TOP tasks.

The future is collaborative! All 77 tasks, starting with the TOP tasks, will be made more accessible. The future is collaborative!

We build the common architecture TOGETHER, based on FACTS We will collectively work on: Test questions Tester profiles Test results We will also hold new task identification workshops for top tasks Invitations will follow in the next coming weeks

Thanks!