1. Workshop of « Best practices exchanges » Luxembourg 14-15 February 2011
Support centre performance evaluation
Anonymous user test: Winter 2010/2011
Telephone service
Norbert REINERT
Central Support Team

2. Anonymous Test report index:
Objectives of this “Anonymous Test”
Request
Evaluation
Results
Major findings and recommendations

3. Anonymous Test – General Objectives
Detect weaknesses in the process and the quality of the user support service network
To invite these centres to reflect on the improvement of their processes and the quality aspects

4. Anonymous Test – Specific Objectives 20 support centres – Croatian & Turkish not tested
Phone call in order to check
- availability of the service and also
- quality of the reply given
Simple request
easy to find with search function of Eurostat's website.
Weighting of the different evaluated points .

5. Anonymous Test – Expectations
Comparativeness of results
Measure of good quality
- 2/3 of the overall points and
- at least 20/50 points for the quality evaluation.
Improvement suggestions requested
- Support centres with less than 20 points on the quality item

6. Request “Dear Sir or Madam, I have a question regarding prisoners:
Where can I find the number of prisoners in the EU ?”

7. Evaluation Service Points Total Service 25 Reply Total Reply Quality
Introduction on reply/answer in Eurostat’s name 15
Promotion of Eurostat 5
Invite user to come back
Total Service 25
Reply
First call availability or possibility to leave a message or offer to call back 20
Reply in given language
Total Reply
Quality
Database
Explanation how to extract data
Explanations on registration, personalised data tree, benchmarking
Comparisions
Methological notes
Publications (SIF 36/2009) 10
Metadata
Total Quality 50
TOTAL OF ALL
100

8. Results (1) Minimum Median Maximum reached Service (25 points) 5 255 25
Reply (25 points)
Quality (50 points)
17,5 40

9. Nr of SC less than 5 points
Results (2)
Nr of SC less than 5 points
Nr of SC
Service (25 points) 5
Reply (25 points) 1
Quality (50 points):
Less than 20 points 10
points 6
More than 30 points 4

10. Results - total Total Nr of support centres (max 100 points)
Less than 30 points 4
30-60 points 8
More than 60 points

11. Major findings Two support centres showed the search function
Two support centres collected statistics on the caller
Five support centres requested the user to submit a written request
Five support centres called back/asked user to call back
None of the support centres indicated Statistics Explained as a source

12. Recommendations (Quality)
Cover all points raised in the request as completely as possible
Use language of the request to answer the user
Consult Eurostat Central support when complex request cannot be answered

13. Recommendations (Service)
Answer in the name of Eurostat
Promote European statistics (replies could be completed with general or specific information about Eurostat and its products)
Invite user to come back if more help needed

14. General recommendations
Links to Eurostat’s homepage
Integration of or links to major tables
Integration of/or links to news releases and
publications
Links to support centre(s)