1. Dissemination Working Group Luxemburg 15 & 16 October 2009 User support

2. I. Core business – Major Findings
II. Promotional activities of Eurostat and the network
III. New request tool (Assist)
IV. Development of user support network 2

3. Major Findings First year: many technical and general requests
Second year: switch of user types and requests clearly defined
Third year: increase in complex requests
Fourth year: further increase in complex requests
Fifth year: big part of requests, received at Eurostat, are complex requests
General trend over these years: increase in complex requests 3

4. European Statistical Data Support
First level support via Eurostat website (FAQs etc)
Second level support via National Statistics Institutes (NSIs)
Third level support via “Eurostat User support” – help on standard and complex requests which requires special competence
Around user
requests per year*!
*(2008/2009) 4

5. Major Findings Number of requests 2004/2005: 23 993 2005/2006: 24 320
2006/2007:
2007/2008:
2008/2009: 5

6. Type of users Q3:2009 6 NSI Estat Commercial company/enterprise
42,94% ,94%
Student or Academic
28,73% ,21%
Public administration/Government
7,75% ,25%
Private user
9,75% ,89%
Other
2,17% %
Press and other media
4,13% %
National Statistical Institute
2,24% ,45%
Political parties and political organisations
0.87% ,17%
EU institution/agency
0.43% %
International organisation
0.99% ,55% 6

7. Increase in Complex Requests (when Eurostat Production Units need to be consulted)
2004/2005: /2006: /2007: /2008: 2 195
2008/2009: 2 232
Trend: more detailed questions, because users either cannot find the data or metadata via the website or they are questioning the figures. 7

8. Promotional activities by the Network (supported by the grants)
Fairs
Events
Web sites
Conferences
Presentations
Mailings
Animation (17 languages requested)
Posters
Direct contact with users!  8

9. Assist: New Web-based Request Treatment Tool
In use since October 2008
Transparent workflow
Monitoring of requests
Module administration
Improvements 9

10. Assist - forthcoming key improvements
search function
tracking of related requests (work-flow)
improved communication
export requests to XML format
attachment function + text box 10

11. Development of User Support Network
starting with 18 countries in Q4:2004
Status Q3:2009:
19 countries with grant contracts
3 countries via Phare program
4 countries with « Gentlemen’s agreement »
International Organisations + third countries:
intermediate solution 11

12. 2010 New statistical legislation Workshop on 25-26/1/2010
Tendency for open call: Transparency 12