1. The Services Charter of Eustat Cristina Prado / Alicia Barriocanal Helsinki, May 5 th, 2010

2. What is EUSTAT? An autonomous agency established by the Basque Statistical Law of 1986. Population: 2.129.339 Headquarters are located in Vitoria. Provincial offices are in Bilbao, San Sebastián and Vitoria. Some facts: –Staff: 104 –Statistical plans completed: 6 –Annual dissemination: 809.040 users to web site and 4.000.000 access Answers almost 500 queries and 1,000 telephone requests Distribution of more than 140 press releases per year. –Operations done by EUSTAT in 2010: 105 + 87 as participant –Budget 2010: 14.239.000

3. Outline Introduction and environment Phases and development Content, services, indicators Assessment of undertakings Conclusions

4. Introduction and environment  The Services Charter within the model of excellence  2006 :First self-evaluation  2007:Process Map. Marketing Process.  2008:Strategic Plan  2009: Certification Services Charter  2010: Audit Services Charter  What is a Services Charter  Transparency and communication tool.  Improvement tool  The aim of the certification  Reliability compliance

5. Proccess Map Eustat 2007

6. Phases and development  Starting: Working group  Establishing the services to be included.  Establishing the undertaking.  Drafting the Services Charter.  Audit for certification.

7. Contents of the Services Charter 3.1 Contents: Printable Document Format 3.2 Services, undertakings and indicators  Information Service and Web dissemination. Website and Databank. “Quick queries” service. “Customized statistical information” service.  Methodology and Technical Advice service.  Trainning service.  Publications service.  Ways of cooperating.

8. Assessment of undertakings I Website and Databank % of the statistical operations disseminated on the set dates. Target value: 80% … … … … 2009 value: 88,2%  “ Quick queries” service % of “quick queries” answered within 2 working days. Target value: 95% … … … … 2009 value: 99,8%  % of “quick queries” answered within 5 working days. Target value: ≤ 5% … … … … 2009 value: 0,2%  “Customized statistical information” service % of the requests answered within 10 working days. Target value: 80% … … … … 2009 value: 80,5%  % of the request answered within 30 working days. Target value: ≤ 20% … … … … 2009 value: 19,5% 

9. Assessment of undertakings II  Methodology and Technical Advice service % of work commissioned prepared within 15 working days. Target value: 90% … … … … 2009 value: 100,0%  (*) Institutional agreements might be excluded.  Trainning service Total number of courses of the International Statistics Seminars organised by Eustat per year. Target value: 1 … … … … … 2009 value: 2  Total number of Summer Courses organised each year on the Economy and Society. Target value: 1 … … … … … 2009 value: 1 

10. Assessment of undertakings III  Publications service % of printed publications and electronic editions sent within 3 working days of receipt of order. Target value:  95% …......... 2009 value: 100%   Ways of cooperating % of the “Complaints and Suggestions” received answered within 3 working days. Target value: 90% … … … … 2009 value: 97,3%  % of the remaining “Complaints and Suggestions” received answered within 10 working days. Target value: ≤ 10% … … … … 2009 value: 2,7% 

11. Conclusions I  Advantages for the organisation  Global communication: users get information and get involved.  Modernizes and improves the management of the organization.  Reinforces the image: Undertakings and compliance are published.  Periodic renewal of undertakings.

12. Conclusions II  Advantages for users  Perception of transparency in the management of services.  The voice of the user is able to produce corrective action in the organization.