Statistical Office of the European Communities Norbert Reinert Francina Navarro ESDS Central Support team DISSEMINATION WORKING GROUP Luxembourg 23/24

Norbert Reinert & Francina NavarroESDS Central Support team

Statistical Office of the European Communities

DISSEMINATION WORKING GROUPLuxembourg 23/24 November 2006

User Support:ESDS network performance evaluation -Anonymous user test - Autumn 2006.

ESDS Central Support team2

DWG – User support:Anonymous user test- Autumn 2006

ANONYMOUS USER TEST report index:

OBJECTIVES of this “Anonymous User Test”

Eurostat anonymous user: The request

Evaluation Results

General findings and recommendations



OBJECTIVES of this “Anonymous User Test” to find out how the National Users Support

Centres react when:

1. are faced to a query which might lead to a chargeable service.

2. a request comes from an EU country where no national support centre is available

3. support is requested in English

4. expected response time is one day



Eurostat anonymous user:

USER Ms. Seni Bulger

USER RESIDENCE

Luxembourg

LANGUAGE English

TYPE OF USER Commercial company/enterprise

TYPE OF REQUEST Availability of data/publication

WEBMAIL ADRESS

[email protected]

mailto:[email protected]



The requestGood afternoon,

We are looking to extend our company in the European market and we are interested in the wholesale of wood, construction material and sanitary equipment.

In concrete we would like to obtain the number of enterprises, turnover, production value and employment for all and each of the EU-member countries.

We are interested in receiving data from 2000 until now.What would be the cost to obtain this data?Thank you,

Seni BulgerMarket Analyst DepartmentLuxembourg



COUNTRY EVALUATION GRIDMAXIM

SCORESCOUNTRYRESULTS

NETWORK AVERAGE

RESPONSE TIME 2 0 1.52

SUPPORT / SERVICE PROVIDED 4 0 2.54

Eurostat name 1 0

Free of charge 1 0

Promotion on Eurostat/Disclaimer 2 0

QUALITY 6 0 3.61

Relevance 1 0

Correctness 2 0

Completeness 2 0

Exhaustiveness 1 0

TOTAL 12 0 7.67



RESULTS:

the total network average is 7.67 representing a 63.95 % of the possible scores

7.5 - 11.0 12GOOD - VERY GOODscored more than average

6.0 - 7.5 6Sufficient,but could still be improved

0.0 - 6.0 5Improvement expectedproposals to be discussed



The network results overview in respect to the maximum possible scores

NETWORK RESULTS OVERVIEW

2

4

6

12

1.522.54

3.61

7.67

0

2

4

6

8

10

12

14

Maximum scores 2 4 6 12Network averages 1.52 2.54 3.61 7.67

RESPONSE TIME

SUPPORT PROVIDED

QUALITY of answer

TOTAL SCORE



General findings regarding the objectives of this “Anonymous User Test”:

1. Free of Charge approach: The network behaviour was excellent, only two national support centres did not react in a satisfactory way.

2. Origin request from an EU country without national support centre: The whole network except one replied and treated the request.

3. Support provided in English: Only one national centre answered in its own national language instead of English.



RECOMMENDATIONS

It is proposed to the network – as far as not already done so –

to review or reinforce some of the following items:



RECOMMENDATIONS (1/2)

Mention the Free of charge aspect of Eurostat’s dissemination policy.

Including the Eurostat Disclaimer in the replies.

Clearly state that the reply is given on behalf of Eurostat



RECOMMENDATIONS (2/2)

Standard replies should be completed with more specific and concrete information about the requested subject.

ESDS should answer in English when requests from other countries are addressed to them in English or in another language than its own.

In order to promote the European statistics, replies could be completed with general or specific information about Eurostat and its products.



Thank you for your attention.

•Do you have questions and / or comments?

Documents

Statistical Office of the European Communities Norbert Reinert Francina Navarro ESDS Central Support team DISSEMINATION WORKING GROUP Luxembourg 23/24