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

2. 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

3. 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 user
requests in 2012 3

4. Request Development Number of requests 2004/2005: 23 993
2005/2006:
2006/2007:
2007/2008:
2008/2009:
2009/2010:
2010/2011:
2011/2012:
Q 4/2012: 3835 4

5. Development of Complex Requests
2004/2005: /2006: /2007: /2008: /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

6. 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

7. 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

8. 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

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

10. 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

11. 11

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

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

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

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

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

17. 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