statistical office of the european communities norbert reinert francina navarro esds central...
DESCRIPTION
DWG – User support : Anonymous user test- Autumn 2006 ESDS Central Support team 3 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 dayTRANSCRIPT
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
ESDS Central Support team3
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team4
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team5
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team6
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team7
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team8
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team9
DWG – User support:Anonymous user test- Autumn 2006
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.
ESDS Central Support team10
DWG – User support:Anonymous user test- Autumn 2006
RECOMMENDATIONS
It is proposed to the network – as far as not already done so –
to review or reinforce some of the following items:
ESDS Central Support team11
DWG – User support:Anonymous user test- Autumn 2006
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
ESDS Central Support team12
DWG – User support:Anonymous user test- Autumn 2006
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.
ESDS Central Support team13
DWG – User support:Anonymous user test- Autumn 2006
Thank you for your attention.
•Do you have questions and / or comments?