users satisfaction survey users & producers dialogue€¦ · •social media introduction. 4...
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Palestinian Central Bureau of Statistics
Users Satisfaction Survey &
Users & producers dialogue
Haitham Zeidan
Dissemination and Documentation Department
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Users satisfaction survey aims to measuring users’ satisfaction on data and services provided by PCBS as a sole official source of statistics in Palestine,
Also measures the extent of using statistics in planning and decision-making
It also measures the general satisfaction of users with quality indicators to the statistical surveys and data.
Introduction
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The types of services provided by PCBS including:
• Statistical Reports and data
• Statistical Releases, Brochures
• PCBS Press Releases.
• Statistical Calendar
• Statistical Indicators
• Statistical Atlas
• Users Services
• Workshops, Seminars and Conferences
• PCBS Website, and Statistical Databases on PCBS website
• Social media
Introduction
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Historical view
2003
2008
2010
2013
2016
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Communication with users
Phone/ Fax
Website
Users Services
EmailConferenc
es
Press releases
Social media
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The importance of this survey is that it enables PCBS to identify users’
needs to be considered in PCBS future plans. The main objectives are
the following:
• The favourite way for users to receive PCBS data and services
• The purpose to use PCBS data
• Measure the users’ satisfaction with PCBS services and data (in general and detail).
• Measure the users’ satisfaction with the quality indicators in regards to the statistical data
• Expectations of the users regarding what PCBS should do to meet their needs
Objectives
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Objectives
• Data
• Services
PCBS
• Individual
• Institution
• Website Users
Users
• Satisfaction Rate
• Development field
• Results
• Recommendation
Users satisfaction survey
• Improvement Services
• Improvement Quality
• Meet of users needs
PCBS
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Methodology
❑ The survey measures the extent of users satisfaction on data and
services provided by PCBS (internal use).
❑ The survey was prepared based on the international standards
and expertise; especially, the expertise of Eurostat, the British,
Croatian and Greek statistics.
❑ The targeted group survey population are the users of individuals,
institutions and PCBS website
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Methodology
❑ The survey was performed by using electronic questionnaire,
online questionnaire with users (individuals and institutions), and
web survey with PCBS website users
❑ The questionnaire survey was divided into several sections,
General Information, relationship with PCBS, general satisfaction,
satisfaction with the services provided by PCBS, general
satisfaction with the quality indicators and development fields
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Methodology
All users (institutions), in Palestine and abroad, of PCBS services and data statistics during 01/07/2015 to 31/07/2016 (270 institutions)
All users (individuals), in Palestine and abroad, of PCBS services and data statistics during 01/07/2015 to 31/07/2016 (972 individuals)
All users of PCBS website
Sample design:
One Stage Stratified random sample.
The sample size is 135 institutions and 275 individuals
The population was divided by
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Institution frame distribution
Ministry or government
organization , 55
International Organization ,
54
Palestinian NGO, 57
Media, 16
Private Organization, 66
Research / consultancy, 7
University or Academic college, 15
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Highlights
❑ The response rate of survey is good
❑ There is high satisfaction with the services and statistical data
provided by PCBS
❑ There is a lack of knowledge of the number of users with PCBS
social media (Facebook-Twitter-YouTube)
❑ A high percentage of government and private institutions use
statistical data for the purposes of planning or decision-making
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Highlights
❑ The need to further improve statistical data quality
❑ Improve the design of PCBS website, and the development of its
own search engine
❑ The need for PCBS to develop its work in respect of data
availability with more details, and coverage of new surveys
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Recommendations
❑ Improve statistical atlas, Press Releases, and Statistical Calendar
❑ Regular update of data
❑ Data availability for previous periods (time series).
❑ Promote using the statistical number in planning and decision-
making.
❑ More details on level of statistics
❑ Design of PCBS website, and improve the search engine in PCBS
website
❑ The implementation of new statistical surveys
❑ Promoting for PCBS official website on social media
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1.4
1.9
2.4
3.8
4.3
35.5
50.7
0.0 10.0 20.0 30.0 40.0 50.0 60.0
Press releases
Workshops, Seminar, Conferences
Phone/ Fax
Visit the Users Services Department
Social media
Website
Percentage distribution of preference way for users to receive PCBS data and services
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173.3
5.5
11.4
16.5
28.2
35.7
81.9
0.0 20.0 40.0 60.0 80.0 100.0
Advertising
Legal issues
Press reports
Monitoring and Evaluation
Decision making
Planning
Research and Studies
Percentage of users using PCBS data by purpose to use
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2.3
11.4
28.4
30.7
52.3
58.0
70.5
4.0
5.7
12.1
8.6
27.6
31.6
88.5
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0
Monitoring and Evaluation
Advertising
Decision making
Legal issues
Press reports
Planning
Research and Studies
Individuals Institutions
Percentage of using PCBS data by purpose to use
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Percentage distribution of the general satisfaction with the PCBS services and data
88.4
8.9
5.9
Satisfied / VerySatisfied
Uncertain
Unsatisfied / VeryUnsatisfied
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2043.5
64.5
73.0
78.1
79.4
85.1
89.6
95.1
26.5
66.7
63.8
81.6
72.5
79.0
88.0
89.7
0.0 20.0 40.0 60.0 80.0 100.0
PCBS Social media (Facebook,Twitter, YouTube)
Statistical Atlas
Statistical Calendar
Statistical Databases on PCBSwebsite
PCBS Press Releases
Statistical Releases, Brochures
Statistical Indicators
Statistical Report
Individuals Institutions
Percentage distribution of the general satisfaction with the quality of PCBS statistical products
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2151.8
59.8
63.5
65.0
66.2
74.2
74.9
76.6
78.6
83.7
85.6
0.0 20.0 40.0 60.0 80.0 100.0
Workshops, Seminars, Conferences
PCBS Website on the Social Media(Facebook, Twitter, Youtube)
Statistical Atlas
Users Services Department
Statistical Calendar
PCBS Press Releases
Statistical Databases on PCBS website
Statistical Releases, Brochures
Official Website
Statistical Report
Statistical Data
Percentage distribution of the general satisfaction for PCBS website users with
the quality of statistical products
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2256.4
65.1
65.2
65.5
68.4
68.8
72.0
77.0
79.1
79.5
82.3
0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0
Availability of external related links
Design of PCBS website
The search engine in PCBS website
Regular update of data
Data availability for previous periods (time series)
Keeping design consistency while moving from one pageto another
Ease of accessibility to website pages
Data availability on PCBS website
Accessibility to PCBS website from search engines
Data files in different formats (PDF, Word, Excel)
Data download speed from PCBS Website
Percentage distribution general satisfaction for PCBS website
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Average of Satisfaction with PCBS Users Services
85.2
8.9
5.9
Individuals
Satisfied / VerySatisfied
Uncertain
Unsatisfied / VeryUnsatisfied
85.3
13.2
1.5
Institutions
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247.0
8.1
12.5
12.7
13.9
23.3
28.1
0.0 10.0 20.0 30.0
Data presentation in tables and figures
Change the format of Survey reports
Improve timeliness
PCBS website
Public use file
Coverage of new surveys
Data availability with more details
Percentage distribution of PCBS great need to develop its work from
the point of view of individual
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254.4
5.1
5.6
9.0
10.8
12.2
17.4
0.0 5.0 10.0 15.0 20.0
Change the format of Survey reports
Data presentation in tables and figures
PCBS website
Public use file
Improve timeliness
Data availability with more details
Coverage of new surveys
Percentage distribution of PCBS great need to develop its work from
the point of view of institution
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Users - Producers Dialogue
❑ Since its establishment, PCBS was keen to keep the user-producer
dialog as a main pillar for its overall mission.
❑ Coordination and consultation with data users ,and stakeholders is
key and has taken many forms including conferences, workshops
and focused groups meetings to discuss results of key surveys and
receive feedback for better tailoring of activities to serve users’
needs..
❑ In this context, PCBS organized 39 workshops, 5 conferences.
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Special Event on the Occasion of the
International Day of the People with
Disabilities
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A Workshop on CEDAW Treaty
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The following table shows the number of activities implemented by PCBS
under the Users - Producers Dialogue Program during 2010 – 2018.
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