1. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz Communication with users in the Czech Statistical Office Author: Petra Kuncová Analysis and Dissemination Branch Czech Statistical Office

2. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz Why should we communicate?  To complete and detail information from user satisfaction surveys  To identify weak and strong points of web structure  To discover user ideas for innovations and his/her good experiences from other web pages  To know the user way of orientation on the web  To know the user expectations and following reactions to the web content  To prepare users for changes we plan

3. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz How do we communicate? 1.TQM Surveys of Users’ Satisfaction a)survey of users’ satisfaction b)opinion of the internet users 2.Image of CZSO in the View of Czech Public 3.Regular Meetings of CZSO Management with Representatives of Main User Groups 4.Website usability testing 5.Regular contact with customers in our information services dpt.

4. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 1a. TQM Surveys of Users’ Satisfaction  Since 2003; each January-February  A mere survey, not a representative inquiry  Results are used for:  CZSO website, services and products improvement  EFQM report  Time series of users evaluation

5. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 1a. Basic Results AnswersSatisfaction 20033532,24 20043022,29 20053592,04 20064012,22 20074262,24

6. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 1a. Main conclusions  The more regular the user and the longer the user has used our data, the better the rating of the accessibility of our data  If the users come into contact with the Office’s employees, they are satisfied – all of the users rated our employees positively and they also rated our employees’ helpfulness very well

7. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 1b. Opinion of the internet users  Since 2006; each January-February  Pop-up window; a mere survey, not a representative inquiry  Results are used for:  CZSO website, services and products improvement  EFQM report  Time series of users evaluation

8. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 1b. Basic Results  1700 answers during 3 days  While “paper” questionnaire is filled by government employees mostly electronic one is filled by students (55 % of users) – this oriented our effort to young users  Useful ideas, suggestions

9. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 2. Image of CZSO in the View of Czech Public  Since 2006, April (February in 2008)  Public opinion poll is conducted by the Public Opinion Research Center of the Sociology Institute (Academy of Science)  Results are used for:  EFQM report  Time series of users evaluation

10. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 2. Basic Results

11. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 3. Regular Meetings of CZSO Management with Representatives of Main Users  The purpose:  to fulfill in practice the declared openness to the users and transparency of the public institution.  the personal contact with the people who create and influence the public opinion.  to react very quickly to their needs  Results are used for:  CZSO website, services and products improvement  improving image of CZSO

12. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz  To complete and detail information from user satisfaction surveys  Further identification of weak and strong points of web structure  To discover user ideas for innovations and its good experiences from other web pages  To know the user way of orientation on the web  To know the user expectations and following reactions to the web content 4. Website usability testing

13. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 4. Background

14. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz

15. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz 5. Regular contact with customers in our information services dpt.  Information services reports - 2006  33 101 requests and questions  45 % - central office, 55 % - regions  59 request per day, 5 question per day per region  88,2 % of queries executed within 24 hours, 95 % to the next day

16. CZECH STATISTICAL OFFICE Na padesátém 81, CZ - 100 82 Praha 10, Czech Republic www.czso.cz Thank you for your attention