1. 1 Overview of the CLMSO Customer Services Center for the FSCPE/SDC/CIC Steering Committee Mike Berning, Assistant Branch Chief Customer Services Branch February 16, 2011

2. 2 Customer Service Center Overview Our Channels Our Services Activity By Volume and Type Where You Could Help

3. Customer Services Center Overview Branch Within the Communications Directorate’s Customer Liaison and Marketing Services Office Staff of 15 with vast experience of Census Bureau products and programs Capacity to categorize customer interactions 3

4. 4 Customer Service Channels Telephone Assistance Center Web-Based “ask a question” “Snail Mail” Web Chat – coming soon!

5. Our Services Response to a broad range of data and program questions and issues Categorization and reporting of interactions –Metrics on customer concerns The Census Product Update Legal Certifications 5

6. Our Average Activity 200 - 300 calls per day 50 -75 Web Questions per day 5 - 10 “Snail Mails” Per Week – generally from occupants of penal institutions 6

7. Customer Service Center Volume of January Activity 7

8. Customer Service Center Categories of January Activity 8

9. Interactions Related to 2010 Data Release 9

10. 10 Customer Service Center Most Read FAQS in 2011 2010 Census: When will data be available? 2010 Census: Employment Status Population by Age and Sex American Fact Finder: Race and Ancestory Data Geneology: Family History American Community Survey: Must I Respond?

11. 11 Where We Could Use Your Help As a local resource for selected questions/issues data requests for your area As a local resource for referral of American Fact Finder familiarization requests Regular communications to share updates and potential hot topics Other?

12. 12 Questions?

13. 13 Contact Information Mike Berning Assistant Chief Customer Services Branch Customer Liaison and Marketing Services Office U.S. Census Bureau Email: michael.a.berning@census.gov Telephone: (301) 763-2028