1. Dissemination and Communication Introductory course
Disseminating Strategy
Focusing on user needs
Madrid October 2016
THE CONTRACTOR IS ACTING UNDER A FRAMEWORK CONTRACT CONCLUDED WITH THE COMMISSION

2. Dissemination & Satisfaction
Measuring
Dissemination & Satisfaction
Our example!

3. “Priority” to requests through website
User´s Requests Channels
“Priority” to requests through website

4. Other traditional channels
User´s Requests Channels
Other traditional channels

5. 100% integrated on website Portal technology
User´s Requests Channels
Tracing
The
Request

6. User requests.. Total Requests 2016 (jan-jul):
3.506 dissemination requests (without phone )

8. Visits/quarter

10. Easy measuring use with Youtube analytics (integrated tool)
Statistics Portugal started his channel on Youtube on April 1st, 2015 with following purposes:
Statistical information
Improve Statistical Literacy
Institutional Information
Youtube Channel
Easy measuring use with Youtube analytics (integrated tool)

11. Customer explanations Assess customer satisfaction
A Request “Life Cycle”
Automatic
Request code
Customer explanations
Request
Distribution
Dissemination expert
Answer to Customer
Assess customer satisfaction
Production Experts
Measuring answer time (INE)
Distribution
Dissemination expert
(With several time stops)

12. Customer Satisfaction
Evaluation
Answer Time
Customer Satisfaction

13. Average time (95% of requests), 2015
1. Measuring Time Perfomance
Average time (95% of requests), 2015
Total Statistics Portugal
0.504 working days
Dissemination Experts
0.07 working days
Sophisticated time counting

14. Customer explanations
1. Measuring Time Perfomance
Sophisticated time counting
Customer explanations
(STOP Watch)
All the minutes are counted and converted into equivalent working days of work
Distribution
(x minutes)
Dissemination expert
∑(y1, y2,…yn minutes)
The minutes are numbered between 09h00 and 17h00, with a one-hour interval discount (lunch time)
Production Experts
∑(z1, z2,…zn minutes)
User requests after 17h00 are counted from the working day following
Total INE
x + ∑(y1, y2,…yn minutes) + ∑(z1, z2,…zn minutes)
Dissemination Experts
∑(y1, y2,…yn minutes)

15. 2. Assess Customer’s Satisfaction
In 2010, we have introduced an additional and automatic proceeding to assess the customer’s level of satisfaction concerning the service.
With the implementation of this system, now we are able to assess automatically the customer’s satisfaction on the service provided.
The survey is sent by an automatically generated 24 hours after the final contact/reply. The analysis of the results is led by the quality management service (a separate unit of the dissemination service).

16. EBR = F1*(-1)+ F2*(-0,5)+ F3*(-0,25)+ F4*(0,25)+ F5*(0,5)+ F6*(1)
2. Assess Customer’s Satisfaction
extreme balance responses (EBR)
The analysis of the results was displayed by using the “extreme balance responses” (EBR). This aimed to valorize the extreme answers in detriment of the medium evaluations which tend to represent a less expressive dissatisfaction/disagreement or satisfaction/agreement.
The attributed ponderations were as follows:
EBR = F1*(-1)+ F2*(-0,5)+ F3*(-0,25)+ F4*(0,25)+ F5*(0,5)+ F6*(1)
where FI = Relative frequency of each observed value for each one of the categories I =(1,…,6).
Data became to be referenced in a metric scale between -1 and +1, where values next to -1 mean full dissatisfaction/disagreement and values near +1 mean full satisfaction/agreement.

17. 2. Assess Customer’s Satisfaction
On-line survey,
unique ID for each user .
2015
2016 (jan-jun)
Response rate
32,4%
33,1%
70,3% of surveys received in 24 hours (jan-jun 2016)

18. 2. Assess Customer’s Satisfaction
2015
2016 (jan-jun)
AVERAGE (EBR)
0,71
0,76

19. 2. Assess Customer’s Satisfaction
Satisfaction level (EBR), 2016 (jan-jun)
Public Administration
Education
Enterprises
Foreigners
Private
Not Identified
0,84
0,73
0,76
0,78
In 2016 (jan-jun) were received 190 comments and 22 suggestions
Positive Comments (149)
Negative Comments (41)
Fast Service
Adequacy of response to the request
Quality of Service
Fast Service
Adequacy of response to the request (Ex: answers that refer to the Portal)
No information/lack information
Suggestions (22)
Information Needs
Access to information
More geographically disaggregated information

20. Thanks for your attention