1. The Importance of User Relations for a Modern National Statistical Agency Presentation given by Petteri Baer at the Seminar on Dissemination NBS Moldova, Chisinau 27 May 2010

2. 27 May 2010 Director General Heli Jeskanen-Sundström Co-operation Committee Interview and Survey Services Advisory Board of Statistics Finland Advisory Board of the Library of Statistics Scientific Advisory Board Social Statistics Econo- mic Statistics Prices and Wages Popu- lation Statistics Business Trends Business Struc- tures Statistical Research and Methods Library of Statistics Secretariat of Director General Management Services Information Services IT and Statistical Methods 1Petteri Baer

3. Statistics Finland’s services, 1/3 Online services in total around 120,000 web pages Publications Roughly 90 publications per year. The majority are also available in electronic form Software products Geographical information, statistical tables, classifications etc. Classification services Handbooks and applications 27 May 201022Petteri Baer

4. Statistics Finland’s services, 2/3 Special compilations Tailored compilations from existing Statistics Finland data or by collecting new research material Interview and research services Commissioned surveys and compilations according to customers’ needs Training in statistics Training on statistical methodology, graphics and reading and user skills. Tailored courses for customers Business Register E.g. address data of enterprises for marketing purposes 27 May 201033Petteri Baer

5. Statistics Finland’s services, 3/3 International consulting in the field of statistics Expert help in developing statistics Regional service offices in Turku, Tampere, Seinäjoki and Oulu Offer all the services of Statistics Finland Library of Statistics National central library of statistics, open to everybody Information service Information service queries by telephone or e-mail 27 May 201044Petteri Baer

6. 27 May 2010 Good user relations are important, because… Only used statistical information is useful information Statistics is mainly not produced for the archives If statistics does not serve as a tool for decision making and helping to understand on- going phenomena, it has failed its core function

7. 27 May 2010 Basic statistics - an infrastructure of modern society Basic statistical information is a tool for safeguarding democracy In order to participate in decisions of society, citizens should have access to basic information on structures, development Statistics serves decision making This infrastructural service of basic statistical information, often generates demand for more sophisticated and customized statistical information on additional topics and phenomena More labour- and/or investment-intensive statistical services and service products are usually chargeable 6Petteri Baer

8. 27 May 2010 In a world with growing information overflow a tough question is: Will Official Statistical Agencies in the future have the role of a key provider of correct, objective, non-partial, non-biased, understandable, comparable and easily accessible information, relevant to stakeholder and user needs? Or will they degenerate into under-funded producers of historical data, having a limited role as a background source for users mainly in public administration and in institutions of economic and social history? 7Petteri Baer

9. 27 May 2010 User relations are of strategic importance The question of the development of services, development of modern service products, the questions on marketing and dissemination of statistical information Both are questions of a strategic importance for any National Statistical Agency. They are not just side functions or minor activities. They are questions about the future of any statistical agency. 8Petteri Baer

10. 27 May 2010 Proactive is the magic word Statistical agencies need a well balanced, proactively communicative and professionally led and administered comprehensive approach to the development of their information services The information services are, together with the data collection and production of statistical information, one of the CORE FUNCTIONS of any statistical agency Reference is made to the Fundamental Principles of the UN The Generic Statistical Business Process Model, developed by the UNECE and Eurostat 9Petteri Baer

11. 27 May 2010 The importance of user friendly Database services Statistical agencies produce quite a lot of statistical information Different users have different aspects of interest, they want information By industries, By enterprise sizes By regions Comparisons over different time periods International comparisons And numerous other aspects… PC-Axis, PX-Web… User friendly services! 10Petteri Baer

12. 27 May 2010 In the East European countries …the top layer of the state administration is usually well served with statistical information President’s office Ministries Central Bank But what about other stakeholders? District and local administrations needs?

13. 27 May 2010 The media is our partner In disseminating the main results of all your agency’s hard work on statistics In making problematic issues known Help the media to be well informed!

14. 27 May 2010 Relations with the business community – difficult but rewarding The business community is a much broader target group than often believed Banks Insurance companies Big corporations Medium sized enterprises Chambers of commerce Branch organizations Employers organizations Foreign companies Etc.

15. 27 May 2010 The research community – aspects for building good relations Co-operation in methodological development Recruitment of new statistical professionals Promoting the use of statistical information in general Continuous pressure for providing good metadata Finding ways for a broader use of microdata without violating confidentiality 14Petteri Baer

16. 27 May 2010 Other important stakeholders and users of a statistical information Libraries Educational institutions International organizations Non-governmental organizations (NGOs) Trade unions Social issues Environmental issues Information brokers Information service agencies Business intelligence systems Knowledge managements systems

17. 27 May 2010 The importance of good contact information User lists Existing customers and contacts Regular and heavy users of economical statistics Contact directories Feedback contacts  Contact / Customer database  Customer Relationship Management (CRM)

18. 27 May 2010 For good user interaction at least a Customer Database is needed For contacting For surveys on satisfaction or dissatisfaction For presenting new targeted services For other forms of interaction

19. 27 May 2010 Statistical agencies profit much from active and critical feedback (1) Having more feedback will help us to develop our services Interaction with critical customers will help us in having a positive pressure on performing better

20. 27 May 2010 Statistical agencies profit much from active and critical feedback (2) A demanding customer is like a grain of sand within the mussel. It doesn’t feel good but the result may be a beautiful pearl! Thank you for your attention! petteri.baer@stat.fi