Improved availability for respondents

1. Improved availability for respondents The Unit for Public Sector Surveys Statistics Sweden

2. Background • Lack of well organized system for handling incoming questions • Several surveys being conducted at the same time • Same respondents for two or more survey

3. Background • Project during spring and summer 2009 with the aim to: • increase the availability for the respondents • lose less than 15 % of the incoming phone calls from respondents • reduce the need for respondents to contact us in the first place • Respondent service • Trial period of eight weeks

4. Reduce the need to contact Statistics Sweden • New standard for the letter of information • Make the respondent consult the surveys web page

5. Improved availability • Separate the different elements of the work a more efficient way of working • One phone number and one e-mail address - many surveys, a tool was needed

6. Knowledge base • FAQ • Instructions • Log in – data

7. System for trouble tickets

8. Active tickets are displayed

9. Results • Incoming calls: • 3 400 incoming calls compared to 10 000 in 2008 • Possible explanations to the decrease: • Respondent found their answer on the website • Respondent service answered questions about more than one survey • Less technical problems

10. Results • Output from the system for trouble tickets • the respondent service managed to handle 59 % of the questions from the respondents.

11. Positive reactions from the respondents • Quick answers • Information on the website • One phone number and one e-mail address

12. Areas of improvement and future • Telephony system • Staffing and premises • Long term suggestion – centralized respondent service at Statistics Sweden