Transcript United Nations Economic Commission for Europe Statistical Division Objects to be assessed in relation to USER RELATIONS in a Global Assessment EFTA-Eurostat-UNECE Seminar on Global Assessments Yalta,

United Nations Economic Commission for Europe
Statistical Division
Objects to be assessed in
relation to USER RELATIONS
in a Global Assessment
EFTA-Eurostat-UNECE Seminar on
Global Assessments
Yalta, Ukraine 23 – 25 September 2009
Petteri Baer, Regional Adviser, UNECE
Are users well informed about the
main services of the statistical
system/agency?
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Do you have a Release Calendar of official statistics?
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Do you have a fixed daily time for statistical releases?
How often do you organize press conferences?
What is the number of subscribers of press releases
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In which forms is it made available to the media and users?
To the media, absolutely and in relation to the number of
media in the country
To other users of statistical information
Do you have a Publication Catalogue?
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How is it made available to users
What is the amount of its proactive distribution?
Petteri Baer - UNECE Statistical Division
Slide 2
What is your web site’s role as a
service forum for official statistics?
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With which average frequency do you produce
updates on your web site?
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Format of statistical information on your web site
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By the hour, daily, weekly?
Mainly HTML
Mainly HTML and PDF
HTML, PDF, MS Excel, MS Access
Also service databases, visual presentations and dynamic
information materials available
Is the general speed users can download your
information
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Sufficiently rapid
Too slow
Petteri Baer - UNECE Statistical Division
Slide 3
Do you provide database services
to users?
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What do your database services cover?
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Fields of statistics available?
• Time periods available?
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Who are the users of the service databases?
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Can anybody make use of the services?
If not, which are the main user categories?
Are the database services chargeable?
Are the database services user friendly?
Which was the number of subscribers/users of the
database services at the end of last year?
Petteri Baer - UNECE Statistical Division
Slide 4
What user surveys are in place to
improve your understanding of the
different needs of different users
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Are user surveys performed on a regular
basis?
When were the three previous user surveys
performed?
Were they focused on
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Specific user groups?
Specific products?
General satisfaction of the services provided?
What improvements in your user services
have taken place due to the user surveys?
24.9.2009
Petteri Baer - UNECE Statistical Division
Slide 5
How is feedback from users dealt
with? Is giving feedback
encouraged?
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In which ways can users give you feedback?
Is user feedback encouraged? How?
Are there active procedures and defined
responsibilities to follow-up on user feedback?
Which are the main forms of your reacting on
user feedback?
Can examples of improvements, resulting from
user feedback, be mentioned?
24.9.2009
Petteri Baer - UNECE Statistical Division
Slide 6
Are users informed proactively on
new statistical services and updates?
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Which are the main forms of contact building
with existing users?
Which are the main forms of contact building
to new potential users?
Are some user categories given training on
methodological issues?
If yes, which?
Is there a plan on providing statistical literacy
training to different user categories?
Is it being successfully implemented?
24.9.2009
Petteri Baer - UNECE Statistical Division
Slide 7
How do you categorize your users?
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By institutional sectors and branches
By their size (turnover, staff number)
By the frequency they obtain statistical
information
By the way they use statistics
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“Tourists”, “Farmers”, “Miners”
By the statistical products and services they
obtain
By all or most of the criteria mentioned
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Petteri Baer - UNECE Statistical Division
Slide 8
In which ways do you deal with
contact information of your users?
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Contact lists of important and regular users exist
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In the MS Word format
In MS Excel and/or MS Access format
In other formats, which?
Responsibilities on updating contact information to
customers are defined and work well
A customer database is in use
A customer relationship management system is in use
Do you have sufficiently staff to keep up with this kind
of things?
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Petteri Baer - UNECE Statistical Division
Slide 9
Chargeable services
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Do you provide adapted, custom-designed
analyses of your statistical output upon
request?
Do you charge users for more labour- or/and
investment-intensive services?
Do you have established and published pricing
principles for chargeable services?
Name the five most popular chargeable
services you provide
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Petteri Baer - UNECE Statistical Division
Slide 10
Corporate imago
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Does the National Statistical Agency have
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A logo?
A defined visual image?
Is this the defined visual image used in all
published materials?
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Web site
• Publications
• Letter heads
• Business cards
• Etc.
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Petteri Baer - UNECE Statistical Division
Slide 11
Statistical Council
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Does the National Statistical Agency have a
Statistical Council or a corresponding body
providing high-level advice to the
Chairperson/Director General?
A Statistical Council can be very helpful
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In providing advice on the need structures and the
sentiments of different stakeholder groups
In agreeing on information to be brought from the
Statistical Agency to different stakeholders
In getting a broad approval for strategic issues of
the Agency
Petteri Baer - UNECE Statistical Division
Slide 12
Wise words of Samuel Johnson
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“Knowledge is of two kinds. We know
a subject ourselves or we know where
we can find information upon it”
Thank you for your attention!
[email protected]
24.9.2009
Petteri Baer - UNECE Statistical Division
Slide 13