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Communication with users
Norway
Anne Skranefjell, Statistics Norway
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Situation in Statistics Norway
• Main communication with users
• 2005 customer survey
• Project: Information services
• Questions from Hannele
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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
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articles and in the StatBank
Email to the library
We try to help the users to find the information on the web
site
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User survey 2005
• One of the purposes: To test our hypothesis: Statistics
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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
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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.
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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
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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