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THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA

THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA. Algirdas Šemeta Director General Statistics Lithuania. CONTENT. Main indicators of Lithuania System of customer satisfaction surveys Key improvements based on survey results Customer sati s faction index (GCSI)

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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

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