Sogeti : Experiences of User Support & Promotional Activities 2010-2014

1. Sogeti: Experiences of User Support & Promotional Activities 2010-2014 Geoffroy Fisher, Natalia Nowakowska, Joanna Piotrowicz and Tereza Wennerholm Sogeti Luxembourg Working Group "European Statistical Data Support" 19 & 20 May 2014

2. We provide User Support for the following countries:

3. User Support & Promotional Activities

4. USER SUPPORT: OBJECTIVES

5. OBJECTIVES Provide information to the users Response within 24 hours Correct and user friendly answers Assignment of the complex requests

6. USER SUPPORT: TOOLS

7. USER SUPPORT: TOOLS Templates Databank of previous answers The Eurostat website updates Sogeti Software ESDS Network Info Letter

8. USER SUPPORT: Human Recourses • User Support Teamwork • Sogeti Experts • Trainings • Regular meetings

9. QUALITY MEASUREMENT

10. QUALITY MEASUREMENT

11. QUALITY MEASUREMENT • Direct feedback from the users • Recurring users • User suggestions • Compliments • Eurostat Satisfaction Surveys

12. Received feedbacks from the users Thank you very much for your assistance! This is exactly what I was looking for! Thank you for your prompt answer. Your response not only gave me the precise information I was looking for, with screen shots tailored to my specific request, but crucially it aslo helped instruct me how to learn to better do similar searches on my own in the futures. You have been very helpful. Many thanks for your assistance.

13. Results, improvements, challenges 2010-2014 • More user-friendly Assist application • Increasing user knowledge of the Eurostat website • Increasing demand for methodological explanations • Longer time spend on searching for the answers for the complex requests • Less frequent occasional users • Increasing number of follow up requests and recurring users

14. Development of User Requests 2010-2014 • Standard requests: constant number over the years • Complex requests: increased of more than 20% over the last two years

15. Users’feedback

16. PROMOTIONAL ACTIVITIES

17. OBJECTIVES Increase the visibility of Eurostat’s data and the related services Increase users’ knowledge in the Eurostat data

18. TOOLS Introductory courses Training courses on specific topics Half-day presentations Participation in events: trade fairs, conferences Production and dissemination of leaflets, articles (SV) and posters

19. TOOLS: TRAININGS & PRESENTAION • Power point presentations • Hands-on workshops • Customized workshops

21. TOOLS: Events • Business Shows and Fairs • Give the chance to the users to: • Directly consult the Eurostat website • Talk to the Sogeti staff • Obtain information on the latest tools and services available • Have direct access to the Eurostat brochures and selected publications

22. QUALITY MEASUREMENT

23. QUALITY MEASUREMENT • The practical exercises • Evaluation forms • Compliments and general feedback from participants • Multiplier effect

24. Participants’ evaluation2010-2014

25. Participants appreciate

26. Participants expect

27. Impact on the User Support • Increasingnumber of e-mails received directly • Increasing number of calls/requests after each training course, event • Mulitiplier effect • Users came back with the request of organising the training for their own university/institute

28. Geoffrey, Natalia & Tereza Thank you for your attention!