1. Dissemination Working Group Luxemburg 25 & 26 October 2010 User support
Henric ANSELM

2. I. Core business – Major Findings
II. Promotional activities of Eurostat and the support network
III. Assist - improvements
IV. Development of user support network 2

3. European Statistical Data Support
First level support via Eurostat website (FAQs etc)
Second level support via the user support network
Third level support via “Eurostat User support” – help on standard and complex requests which requires special competence
Around user
requests per year*!
*(2009/2010) 3

4. Major Findings Number of requests 2004/2005: 23 993 2005/2006: 24 320
2006/2007:
2007/2008:
2008/2009:
2009/2010: 4

5. 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 & sixth year: Big part of requests, received at Eurostat, are complex requests
General trend over these years: increase in complex requests 5

6. Increase in Complex Requests (when Eurostat Production Units need to be consulted)
2004/2005: /2006: /2007: /2008: /2009: /2010: 2 138
Trend: more detailed questions, either because users cannot find the data or metadata via the website or they are questioning the figures. 6

7. Type of users Q3:2010 7 NSI Estat Commercial company/enterprise
42,77% ,73%
Student or Academic
30,43% ,59%
Public administration/Government
8,47% ,57%
Private user
8,07% ,10%
Other
2,09% ,91%
Press and other media
4,58% ,56%
National Statistical Institute
1,62% ,73%
Political parties and political organisations
0,68% ,38%
EU institution/agency
0,52% ,97%
International organisation
0,77% ,44% 7

8. Direct contact with users!
Promotional activities by the Network (2009/2010 supported by the grants)
Fairs
Events
Web sites
Conferences
Presentations
Mailings
Animation (17 lg + update project)
Posters
Direct contact with users!  8

9. Web-based Request Treatment Tool
Assist
Web-based Request Treatment Tool
Transparent workflow
Monitoring of requests
Module administration
Improvements 9

10. Assist - recent key improvements
Search function
Tracking of related requests (work-flow)
Improved communication - in the chosen language
Export requests to XML format
Attachment function + text box
Reporting function 10

11. User Support Network Call For Tender Status October 2010:
(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 ASAP: Hungarian Lithuanian, Portuguese, Finnish and Icelandic 11

12. User support network October 2010:
Gentlemen’s agreement:
Bulgaria
Czech Republic
Estonia
Greece (Greek + Cypriot)
Italy
Romania
Slovenia
Slovakia
Switzerland (Swiss requests in German + French)
Multi Beneficary Programme MBP (old Phare) contract:
Croatia
Turkey
Countries in Western Balkans (01/01/2011) 12

13. Country flags with the official language(s)
October 2010 onwards
New support web page –
Country flags with the official language(s) 13

14. Legal obligation of ALL NSI’s in the ESS
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) 14

15. Legal obligation of ALL NSI’s in the ESS
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 failure to access the data. 15

16. • Technical problem solving • Checking of availability of data or publications • Verification of data • Methodological information etc.
2011: Workshop on January