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Communication with users Norway

Communication with users Norway. Anne Skranefjell, Statistics Norway. Situation in Statistics Norway. Main communication with users 2005 customer survey Project: Information services Questions from Hannele. Main communication with users. All information free of charge on our web site

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Communication with users Norway

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  1. Communication with usersNorway Anne Skranefjell, Statistics Norway

  2. Situation in Statistics Norway • Main communication with users • 2005 customer survey • Project: Information services • Questions from Hannele

  3. Main communication with users • All information free of charge on our web site • Articles • StatBank • Services • Contact persons with phone number and email in all articles and in the StatBank • Email to the library • We try to help the users to find the information on the web site

  4. User survey 2005 • One of the purposes: To test our hypothesis: Statistics Norway has satisfied customers • Target population: The paying customers in 2004 • 1250 questionnaires – 61% answered • 47% by mail • 53% electronic questionnaire • via the web • 81% satisfied/very satisfied Under 2% were not satisfied • More than 70% - uses ssb.no • 86% satisfied/very satisfied with the web site • 57% visited StatBank • 74% satisfied/very satisfied

  5. Project: Information Service • Improve knowledge of: • Who are the users • What are they looking for • Problems with findind • Goals: • Consistent handling of the applications and improved quality assurance of the procedures • Less double work • Recycling answers when this is appropriate • Feedback to the Web-group which may improve the web site ssb.no to be even more user friendly • To achieve these goals • a management information system which can register questions and answers in an easy-to handle way • to work out a plan for organizing the information services in Statistics Norway in different layers.

  6. Questions from Hannele • Which kind of improvements statistical offices have done in consequence of customer surveys and customer communication? • The small everyday changes • The big steps are noe based directly on customer wishes. We have to be in advance of the customers needs • How to communicate the results of the customer surveys in the organisation? • How to make the needed actions happen in Statistical Offices? • Half-yearly meetings with each statistical unit • Agenda: all communication topics relatet to the unit • 3-4 persons from communication department and all the key persons in the statistical unit • Minutes from the meeting, follow up next meeting, report to the manager meeting with suggestions for possible overall changes • Introduce new communication matters • Information meeting for all statistical units in Oslo and in Kongsvinger

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