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

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

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

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

Improved availability Separate the different elements of the work a more efficient way of working One phone number and one address

Tools required Knowledge base Case management system

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

Reactions from respondents Quick answers Information on survey web pages One phone number and one address

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