14 Oct. 2008, IAOS, Shanghai THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA Algirdas Šemeta Director General Statistics Lithuania

14 Oct. 2008, IAOS, Shanghai

THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA

Algirdas Šemeta

Director General

Statistics Lithuania


Conference on Reshaping Official Statistics www.stat.gov.lt 2

CONTENT

Main indicators of Lithuania

System of customer satisfaction surveys

Key improvements based on survey results

Customer satisfaction index (GCSI)

Future developments



MAIN INDICATORS OF LITHUANIA (2007)

POPULATION (MILL.) 3.4

VILNIUS (THOUS.) 555.7

TOTAL AREA (THOUS. SQ. KM) 65.3

LIFE EXPECTANCY

FEMALES77.2

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



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..........



CUSTOMER SATISFACTION SURVEY PRINCIPLES

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

1. Survey objective

2. User-group surveyed

3. Periodicity

4. Survey programme, data collection means & form

5. Anticipated results & usage

6. Feedback with users & possible improvements

Target groups QuestionsRegular CoP:

1. Clarity

2. Sufficiency

3. Reliability

4. Relevance

National interest:

5. Awareness

6. Quality

+ Other 4–5 depend on topicality of issues

Approach



Web-related user surveys

1. Web accessibility (monthly, quarterly)

2. Web users registered to Alert-me services (monthly, quarterly)

3. Opinion survey of web visitors (monthly)

Importance & impact on improvements

SYSTEM OF CUSTOMER SATISFACTION SURVEYS



SYSTEM OF CUSTOMER SATISFACTION SURVEYS (cont.)

Outsourced Public opinion polls – annual

1. General Public opinion poll

2. Specialised user group poll (2 a year on rotation, repeated in 2-3 years)

Importance & impact on improvements



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. Incoming user-requests

Annual

4. Opinion on statistical publications

Importance & impact on improvement ≈



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



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 DB free

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 requests time shortened



SHORTENED RELEASE TIME

24

64

240

23

61

233

21

57

21

56

21

55

59

22

224205*

200*195*

0 50 100 150 200 250

Monthly

Quarterly

Annual

200520062007200820092010

days

*by calendar DB



STATISTICS & SOCIETYDaily average visitors of SL website

2200

4100

764012580*

12800

12500

7800

5000

2000 4000 6000 8000 10000 12000

2005

2006

2007

2008

2009

2010

Plan

Fact

* I–II quarters



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 in annual General Public opinion poll since 2005



GENERAL PUBLIC OPINION POLL 2005–2007

Target group: Population of LT aged 18–65

Territory: 95 points represent LT95 points represent LT

Survey period: July July

Objective: 1. Get opinion on availability of pinion on availability of statistical information, quality, CoP-related statistical information, quality, CoP-related principles & principles & user needs. user needs. 2.2. Calculat Calculatee GCSIGCSI

Survey method: Standard interview by Standard interview by professional interviewer. Omnibus methodprofessional interviewer. Omnibus method

Questions: 5 constant, 1 quality-related5 constant, 1 quality-related + on + on topical issuestopical issues



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



General Customer satisfaction 2005–2007

47,4

56,5

61,4

45

50

55

60

65

2005 2006 2007

0,98

1,04

1,10

1,16

1,22Customer satisfaction level,%, left scaleCustomer satisfaction index,right scale



KEY DEVELOPMENTS – SURVEYSWEB-RELATED SURVEYS

Incorporate Ad-hoc focus groups into System of Customer satisfaction surveys to test new web solutions

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



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



Thank you.Questions are welcome

Documents

14 Oct. 2008, IAOS, Shanghai THE SYSTEM OF EVALUATION OF USER DEMANDS IN STATISTICS LITHUANIA Algirdas Šemeta Director General Statistics Lithuania