1 / 9

Improved avaliability for respondents – Respondent service

Improved avaliability for respondents – Respondent service. Public Sector Surveys Unit Statistics Sweden. Background. Reducing the respondent burden as well as human resources Lack of well organized system for handling incoming questions Several surveys being conducted at the same time.

lily
Download Presentation

Improved avaliability for respondents – Respondent service

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. Improvedavaliability for respondents – Respondent service Public Sector Surveys Unit Statistics Sweden

  2. Background • Reducing the respondent burden as well as human resources • Lack of well organized system for handling incoming questions • Several surveys being conducted at the same time

  3. Background • Respondent service with the aim to: • Increase availability for respondents • loose less than 15 % of the incoming phone calls • reduce the need for respondents to contact us in the first place

  4. Reduce the need to contactStatisticsSweeden • Standardized letter of information • Respondents consult the survey 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

  6. Tools required • Knowledge base • Case management system

  7. Results • Decreased number of incoming calls • Why the calls continue to decrease: • Multi skilled staff • Output from case management system • Improved instructions and information on survey web pages

  8. Reactions from respondents • Quick answers • Information on survey web pages • One phone number and one e-mail address

  9. Future • Economies of scale • Long term suggestion – centralized respondent service at Statistics Sweden

More Related