CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic Communication with users in the Czech Statistical Office Author: Petra Kuncová Analysis and Dissemination Branch Czech Statistical Office

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic Why should we communicate?  To complete and detail information from user satisfaction surveys  To identify weak and strong points of web structure  To discover user ideas for innovations and his/her good experiences from other web pages  To know the user way of orientation on the web  To know the user expectations and following reactions to the web content  To prepare users for changes we plan

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic How do we communicate? 1.TQM Surveys of Users’ Satisfaction a)survey of users’ satisfaction b)opinion of the internet users 2.Image of CZSO in the View of Czech Public 3.Regular Meetings of CZSO Management with Representatives of Main User Groups 4.Website usability testing 5.Regular contact with customers in our information services dpt.

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 1a. TQM Surveys of Users’ Satisfaction  Since 2003; each January-February  A mere survey, not a representative inquiry  Results are used for:  CZSO website, services and products improvement  EFQM report  Time series of users evaluation

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 1a. Basic Results AnswersSatisfaction , , , , ,24

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 1a. Main conclusions  The more regular the user and the longer the user has used our data, the better the rating of the accessibility of our data  If the users come into contact with the Office’s employees, they are satisfied – all of the users rated our employees positively and they also rated our employees’ helpfulness very well

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 1b. Opinion of the internet users  Since 2006; each January-February  Pop-up window; a mere survey, not a representative inquiry  Results are used for:  CZSO website, services and products improvement  EFQM report  Time series of users evaluation

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 1b. Basic Results  1700 answers during 3 days  While “paper” questionnaire is filled by government employees mostly electronic one is filled by students (55 % of users) – this oriented our effort to young users  Useful ideas, suggestions

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 2. Image of CZSO in the View of Czech Public  Since 2006, April (February in 2008)  Public opinion poll is conducted by the Public Opinion Research Center of the Sociology Institute (Academy of Science)  Results are used for:  EFQM report  Time series of users evaluation

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 2. Basic Results

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 3. Regular Meetings of CZSO Management with Representatives of Main Users  The purpose:  to fulfill in practice the declared openness to the users and transparency of the public institution.  the personal contact with the people who create and influence the public opinion.  to react very quickly to their needs  Results are used for:  CZSO website, services and products improvement  improving image of CZSO

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic  To complete and detail information from user satisfaction surveys  Further identification of weak and strong points of web structure  To discover user ideas for innovations and its good experiences from other web pages  To know the user way of orientation on the web  To know the user expectations and following reactions to the web content 4. Website usability testing

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 4. Background

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic 5. Regular contact with customers in our information services dpt.  Information services reports  requests and questions  45 % - central office, 55 % - regions  59 request per day, 5 question per day per region  88,2 % of queries executed within 24 hours, 95 % to the next day

CZECH STATISTICAL OFFICE Na padesátém 81, CZ Praha 10, Czech Republic Thank you for your attention