Workshop of “Best practices exchanges” Luxemburg 14-15 February 2011 User support – New organisation Norbert REINERT/ Henric ANSELM

Legal basis Basic support recommendations Web related activities needed! (Art. 18 of the EC regulation 223/2009) Dissemination of European statistics Art. 18 (2) User support Art 18 (3) 2

Legal basis The requested (basic) user support: European statistics and the support should be clearly mentioned on their websites Indicate where to find relevant statistics How to access Where to address in case of problems 3

User support network (1) In force since October 2004 More sophisticated support Assistance to self-help - 3 level support 1) help given on the website 2) National support centres 3) Eurostat‘s Central support 4

User support network (2) Until 30 September 2010 based on - Grants scheme - Gentlemen agreements - Phare and MBP conventions for Candidate Countries and West Balkan States Since October 2010 based on Open call for tender Gentlemen agreements MBP conventions for Candidate Countries and West Balkan States 5

(Change from country wise approach to language approach) User Support Network (3) Status October 2010: Call For Tender (Change from country wise approach to language approach) - 6 lots awarded to NSIs: Spanish, Danish, German, Latvian, Dutch and Norwegian Sogeti Lux SA: English, French, Polish and Swedish - New call for tender soon: Hungarian, Lithuanian, Portuguese, Finnish and Icelandic 6

User support network (4) Status October 2010: Gentlemen’s agreements with NSI’s for: Bulgarian Czech Estonia Greek (Greece + Cyprus) Italian Romanian Slovenian Slovakian German + French for Switzerland Multi Beneficary Programme (MBP)/IPA contracts: Croatia, Turkey, Serbia Countries in Western Balkans (01/01/2011) – IPA programme 7

Country flags with the official language(s) User Support Network (5) New support web page – Country flags with the official language(s) 8

User Support Network (6) Differences between the different schemes - Core business: no differences Task based on technical specifications drafted for Call for Tender incl. Quality requirements, reporting etc. - Promotional activities: Contractors have included in their offers GA countries: as much as possible Eurostats input: Assistance with exhibition and dissemination material (Brochures, folders, limited number of gadgets) 9

User Support Network (7) Particularities for the (future) contractors Processes to undergo 4 years framework contract – unit prices separate contracts for „user request treatment“ and for promotional activities Eurostat’s request for confirmation for # tasks Detailed reply of contractor based on contracts Eurostat‘s agreement for tasks offered Payment procedures simplified 10

User Support Network (8) Particularities User request treatment: Contractor can start to work on the basis of the „specific contract“ Promotional activities: Specific contract Work order for each promotional activity 11

User Support Network (9) Payment procedures User request treatment: Step 1: approval of quarterly report Step 2: invoicing* Promotional activities: Step 1: approval of report for each task * depending on the amount of the specific contract 12

User Support Network (10) Particularities for the (future) contractors Questions of general interest for the network members or the contractors? Questions of particular interest for the network members or the contractors? 13