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

2. 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

3. 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

4. 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

5. 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

6. (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

7. 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

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

9. 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

10. 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

11. 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

12. 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

13. 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