Transcript PPS

THE SYSTEM OF EVALUATION OF USER
DEMANDS IN STATISTICS LITHUANIA
Algirdas Šemeta
Director General
Statistics Lithuania
14 Oct. 2008, IAOS, Shanghai
CONTENT
 Main indicators of Lithuania
 System of customer satisfaction surveys
 Key improvements based on survey results
 Customer satisfaction index (GCSI)
 Future developments
14 Oct. 2008, IAOS, Shanghai
Conference on Reshaping Official Statistics
www.stat.gov.lt
2
MAIN INDICATORS OF LITHUANIA (2007)

POPULATION (MILL.)

VILNIUS (THOUS.)

TOTAL AREA (THOUS. SQ. KM)

LIFE EXPECTANCY
3.4
555.7
65.3

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
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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..........
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CUSTOMER SATISFACTION SURVEY
PRINCIPLES
Approach
Target groups
Questions
1. Survey objective
1. General public
Regular CoP:
2. User-group
surveyed
2. Public
administration
institutions (inc.
municipalities)
1. Clarity
3. Periodicity
4. Survey programme,
data collection
means & form
5. Anticipated results
& usage
6. Feedback with users
& possible
improvements
3. Students & school
children
2. Sufficiency
3. Reliability
4. Relevance
4. R&D community
National interest:
5. Media
5. Awareness
6. Politicians
7. Business
8. International org.
9. Embassies
10. NGOs
6. Quality
+ Other 4–5
depend on
topicality of
issues
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SYSTEM OF CUSTOMER SATISFACTION
SURVEYS
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
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Conference on Reshaping Official Statistics
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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
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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
≈
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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
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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
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SHORTENED RELEASE TIME
24
23
22
Monthly
2005
2006
2007
2008
2009
2010
21
21
21
64
61
59
57
56
55
Quarterly
Annual
0
50
100
150
240
233
224
205*
200*
195* *by calendar DB
days
200
250
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STATISTICS & SOCIETY
Daily average visitors of SL website
12800
2010
2009
12500
2008
7800
12580*
2007
5000
2006
4100
7640
Plan
Fact
2005
2200
2000
4000
6000
8000
10000
12000
* I–II quarters
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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
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GENERAL PUBLIC OPINION POLL
2005–2007
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. Calculate GCSI
Survey method: Standard interview by
professional interviewer. Omnibus method
Questions: 5 constant, 1 quality-related + on
topical issues
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Conference on Reshaping Official Statistics
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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
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Conference on Reshaping Official Statistics
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General Customer satisfaction
2005–2007
65
Customer satisfaction level,
% , left scale
Customer satisfaction index,
right scale
1,22
61,4
60
1,16
56,5
55
1,10
50
1,04
47,4
45
0,98
2005
2006
2007
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KEY DEVELOPMENTS – SURVEYS
WEB-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
14 Oct. 2008, IAOS, Shanghai
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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
14 Oct. 2008, IAOS, Shanghai
Conference on Reshaping Official Statistics
www.stat.gov.lt
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Thank you.
Questions are welcome
14 Oct. 2008, IAOS, Shanghai
Conference on Reshaping Official Statistics
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