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THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA

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THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA

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  1. THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA Algirdas Šemeta Director General Statistics Lithuania

  2. CONTENT • Main indicators of Lithuania • System of customer satisfaction surveys • Key improvements based on survey results • Customer satisfaction index (GCSI) • Future developments Conference on Reshaping Official Statistics www.stat.gov.lt2

  3. MAIN INDICATORS OF LITHUANIA (2007) • POPULATION (MILL.) 3.4 • VILNIUS (THOUS.) 555.7 • TOTAL AREA (THOUS. SQ. KM) 65.3 • LIFE EXPECTANCY • FEMALES 77.2 • MALES 64.9 • UNEMPLOYMENT RATE, % 4.3 • GDP CHANGE, % 8.8 • GDP PER CAPITA (EUR) 8300 • ANNUAL INFLATION, % 8.1 • REAL EARNINGS, % 17.7 • DEBT (% OF GDP) 18.2 • DEFICIT (% OF GDP) -0.3 Conference on Reshaping Official Statistics www.stat.gov.lt3

  4. PROCESS ORIENTED MANAGEMENT & CUSTOMER RELATIONS Strategy 2005–2007: Improve & develop provision of information services & satisfy user needs • Launch free dissemination system& emphasise web-services • Introduce System of Customer satisfaction surveys • Calculate Customer satisfaction index (GCSI) Functioning....... Strategy 2008–2012: Develop System for evaluation of individual user needs • Adjust to render individual services • Employ CRM to monitor user needs & maintain feedback with survey participants • Calculate GCSI for specialised user groups • Improve conditions for users of primary data (R & D) Ongoing.......... Conference on Reshaping Official Statistics www.stat.gov.lt4

  5. CUSTOMER SATISFACTION SURVEY PRINCIPLES Approach Target groups Questions 1. General public 2. Public administration institutions (inc. municipalities) 3. Students & school children 4. R&D community 5. Media 6. Politicians 7. Business 8. International org. 9. Embassies 10. NGOs Survey objective User-group surveyed Periodicity Survey programme, data collection means & form Anticipated results & usage Feedback with users & possible improvements Regular CoP: 1. Clarity 2. Sufficiency 3. Reliability 4. Relevance National interest: 5. Awareness 6. Quality + Other 4–5 depend on topicality of issues Conference on Reshaping Official Statistics www.stat.gov.lt5

  6. Web-related user surveys 1. Web accessibility (monthly, quarterly) 2. Web users registered toAlert-meservices (monthly, quarterly) 3. Opinion surveyof web visitors (monthly) Importance & impact on improvements SYSTEM OF CUSTOMER SATISFACTION SURVEYS Conference on Reshaping Official Statistics www.stat.gov.lt6

  7. SYSTEM OF CUSTOMER SATISFACTION SURVEYS (cont.) Outsourced Public opinion polls – annual 1.GeneralPublicopinion poll 2.Specialised user group poll (2 a year on rotation, repeated in 2-3 years) Importance & impact on improvements Conference on Reshaping Official Statistics www.stat.gov.lt7

  8. SYSTEM OF CUSTOMER SATISFACTION SURVEYS (cont.) Routine surveys Quarterly 1. Eurostat data users(ESUS) 2.Visitors at Library-bookshop&Visitors‘ corners in Regional offices 3. Incominguser-requests Annual 4. Opinion onstatistical publications Importance & impact on improvement ≈ Conference on Reshaping Official Statistics www.stat.gov.lt8

  9. OUTSOURCED CUSTOMER SATISFACTION SURVEYS, 2005–2008 • General Public opinion poll, July, 2005–2008 Specialised: • Public administration, Oct.–Nov. 2005 • R&D community, Dec. 2006–Apr. 2007 • Secondary schools, May–June, 2007 • Business community, November 2007 • Media, 3Q 2008 • Public administration, 4 Q 2008 Conference on Reshaping Official Statistics www.stat.gov.lt9

  10. KEY IMPROVEMENTS BASED ON USER FEEDBACK, 2005–2008 • SL Products & services standardised • User-related processes set to meet ISO 1901:2001 standard requirements • SL website reorganised into dynamic & user-friendly interface: All statistics available in Output DBfree More regional statistics loaded in Output DB Personal inflation calculator launched to reflect rising inflation Disabled-friendly website developed Dynamic Advance release calendar programmed • Statistical literacy raising plan developed & implementation started • CRM module worked out • Concept of Official statistics Portal approved • Data release &response to requeststime shortened Conference on Reshaping Official Statistics www.stat.gov.lt10

  11. SHORTENED RELEASE TIME *by calendar DB Conference on Reshaping Official Statistics www.stat.gov.lt11

  12. STATISTICS & SOCIETYDaily average visitors of SL website * I–II quarters Conference on Reshaping Official Statistics www.stat.gov.lt12

  13. CUSTOMER SATISFACTION INDEX Based on CoP principles Clarity Sufficiency Reliability / trust Relevance Based on national needs Awareness, visibility & image 5 characteristics= GCSI GCSI methodology & formula produced 2007, approved Jan. 2008 Calculated from replies to 5 regular questions inannual General Public opinion poll since 2005 Conference on Reshaping Official Statistics www.stat.gov.lt13

  14. GENERAL PUBLIC OPINION POLL2005–2007 Target group:Population of LT aged 18–65 Territory:95 points represent LT Survey period:July Objective: 1.Get opinion on availability of statistical information, quality, CoP-related principles & user needs. 2. CalculateGCSI Survey method:Standard interview by professional interviewer. Omnibus method Questions:5 constant, 1 quality-related + on topical issues Conference on Reshaping Official Statistics www.stat.gov.lt14

  15. LOGICS TO EVALUATE GCSI • For calculation of index for each question, Customer satisfaction level for each question is calculated • Symmetric ranks of replies (positive/negative) used & weights from survey results set • Weights for questions set by experts (a group in SL) • Higher weight attributed to most important criteria • GCSI = weighted average of indices for every question Conference on Reshaping Official Statistics www.stat.gov.lt15

  16. General Customer satisfaction 2005–2007 Conference on Reshaping Official Statistics www.stat.gov.lt16

  17. KEY DEVELOPMENTS – SURVEYS WEB-RELATED SURVEYS • IncorporateAd-hoc focus groups into System of Customer satisfaction surveysto test new websolutions OUTSOURCED SURVEYS • Introduce questions to observe relationship of frequency of use, usefulness in private life & decisions in job-related activities • Purify target audiences by filtering actual users & concentrate on 2 user blocks: 1. not using statistics – to stimulate usage by means of promotion of services and statistical literacy 2. using statistics – to offer more individualised services, improve quality of products & services, encourage to correctly interpret & use for decision-making ROUTINE SURVEYS • Introduce CRM to extract user related information & use it for monitoring & analysis of needs met / not satisfied Conference on Reshaping Official Statistics www.stat.gov.lt17

  18. KEY DEVELOPMENTS – GCSI • Introduce Customers’ ranking of CoP characteristics to calculate weights for GCSI more thoroughly & Solve trade-offs between them (e.g. Accuracy vs. Timeliness, Accessibility vs. Timeliness, Relevance vs. Accuracy, etc.) • Introduce GCSIs calculation for specialised target user groups – apply same methodology, approach & formulas to monitor changes in user behaviour and satisfaction Conference on Reshaping Official Statistics www.stat.gov.lt18

  19. Thank you.Questions are welcome Conference on Reshaping Official Statistics www.stat.gov.lt19