1. Improved avaliability for respondents – Respondent service Public Sector Surveys Unit Statistics Sweden

2. Background Reducing the respondent burden as well as human resources Lack of well organized system for handling incoming questions Several surveys being conducted at the same time

3. Background Respondent service with the aim to: Increase availability for respondents loose less than 15 % of the incoming phone calls reduce the need for respondents to contact us in the first place

4. Reduce the need to contact Statistics Sweeden Standardized letter of information Respondents consult the survey web page

5. Improved availability Separate the different elements of the work a more efficient way of working One phone number and one e-mail address

6. Tools required Knowledge base Case management system

7. Results Decreased number of incoming calls Why the calls continue to decrease: Multi skilled staff Output from case management system Improved instructions and information on survey web pages

8. Reactions from respondents Quick answers Information on survey web pages One phone number and one e-mail address

9. Future Economies of scale Long term suggestion – centralized respondent service at Statistics Sweden