1. 1 Communication with users Norway Anne Skranefjell, Statistics Norway

2. 2 Situation in Statistics Norway Main communication with users 2005 customer survey Project: Information services Questions from Hannele

3. 3 Main communication with users All information free of charge on our web site –Articles –StatBank –Services Contact persons with phone number and email in all articles and in the StatBank Email to the library We try to help the users to find the information on the web site

4. 4 User survey 2005 One of the purposes: To test our hypothesis: Statistics Norway has satisfied customers Target population: The paying customers in 2004 1250 questionnaires – 61% answered –47% by mail –53% electronic questionnaire –via the web 81% satisfied/very satisfied Under 2% were not satisfied More than 70% - uses ssb.no –86% satisfied/very satisfied with the web site 57% visited StatBank –74% satisfied/very satisfied

5. 5 Project: Information Service Improve knowledge of: –Who are the users –What are they looking for –Problems with findind Goals: –Consistent handling of the applications and improved quality assurance of the procedures –Less double work –Recycling answers when this is appropriate –Feedback to the Web-group which may improve the web site ssb.no to be even more user friendly To achieve these goals –a management information system which can register questions and answers in an easy-to handle way –to work out a plan for organizing the information services in Statistics Norway in different layers.

6. 6 Questions from Hannele Which kind of improvements statistical offices have done in consequence of customer surveys and customer communication? –The small everyday changes –The big steps are noe based directly on customer wishes. We have to be in advance of the customers needs How to communicate the results of the customer surveys in the organisation? How to make the needed actions happen in Statistical Offices? –Half-yearly meetings with each statistical unit  Agenda: all communication topics relatet to the unit  3-4 persons from communication department and all the key persons in the statistical unit  Minutes from the meeting, follow up next meeting, report to the manager meeting with suggestions for possible overall changes –Introduce new communication matters  Information meeting for all statistical units in Oslo and in Kongsvinger