Dissemination Working Group Luxemburg 15 & 16 October 2009 User support

I. Core business – Major Findings II. Promotional activities of Eurostat and the network III. New request tool (Assist) IV. Development of user support network 2

Major Findings First year: many technical and general requests Second year: switch of user types and requests clearly defined Third year: increase in complex requests Fourth year: further increase in complex requests Fifth year: big part of requests, received at Eurostat, are complex requests General trend over these years: increase in complex requests 3

European Statistical Data Support First level support via Eurostat website (FAQs etc) Second level support via National Statistics Institutes (NSIs) Third level support via “Eurostat User support” – help on standard and complex requests which requires special competence Around 21 550 user requests per year*! *(2008/2009) 4

Major Findings Number of requests 2004/2005: 23 993 2005/2006: 24 320 2006/2007: 24 977 2007/2008: 26 447 2008/2009: 21 550 5

Type of users Q3:2009 6 NSI Estat Commercial company/enterprise 42,94% 33,94% Student or Academic 28,73% 14,21% Public administration/Government 7,75% 5,25% Private user 9,75% 4,89% Other 2,17% 2.84% Press and other media 4,13% 0.86% National Statistical Institute 2,24% 34,45% Political parties and political organisations 0.87% 0,17% EU institution/agency 0.43% 1.90% International organisation 0.99% 1,55% 6

Increase in Complex Requests (when Eurostat Production Units need to be consulted) 2004/2005: 1 478 2005/2006: 1 660 2006/2007: 1 859 2007/2008: 2 195 2008/2009: 2 232 Trend: more detailed questions, because users either cannot find the data or metadata via the website or they are questioning the figures. 7

Promotional activities by the Network (supported by the grants) Fairs Events Web sites Conferences Presentations Mailings Animation (17 languages requested) Posters Direct contact with users!  8

Assist: New Web-based Request Treatment Tool In use since October 2008 Transparent workflow Monitoring of requests Module administration Improvements 9

Assist - forthcoming key improvements search function tracking of related requests (work-flow) improved communication email export requests to XML format attachment function + text box 10

Development of User Support Network starting with 18 countries in Q4:2004 Status Q3:2009: 19 countries with grant contracts 3 countries via Phare program 4 countries with « Gentlemen’s agreement » International Organisations + third countries: intermediate solution 11

2010 New statistical legislation Workshop on 25-26/1/2010 Tendency for open call: Transparency 12