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

2. 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 user
requests in 2012 2

3. Major Findings Number of requests 2004/2005: 23 993 2005/2006: 24 320
2006/2007:
2007/2008:
2008/2009:
2009/2010:
2010/2011:
2011/2012:
Q 4/2012: 3835 3

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

5. Increase in Complex Requests (when Eurostat Production Units need to be consulted)
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. Support Centres Eurostat
Type of users
Q4:2010
Support Centres Eurostat
Commercial company/enterprise
37,34% ,67%
Student or Academic
34,50% ,33%
Public administration/Government
8,17% ,78%
Private user
9,91% ,33%
Other
3,88% ,11%
Press and other media
2,89% ,89%
National Statistical Institute
NA ,00%
Political parties and political organisations
0,97% ,00%
EU institution/agency
1,17% ,89%
International organisation
1,15% ,00% 6

7. 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%

8. 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

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

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

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