Customer Relationship Management

DIGICOM project - Inventory - April 2016

Customer Relationship Management Country Experience How does it function in your office? Resources Since when? Contact person IS No DK Yes Used in the sales process (offers, invoices etc.) external contract Before 2013 Pernille Fenger Customer Centre [email protected] CH No LT Yes CRM was launched in the end of 2009. CRM is a part of ERP (Enterprise external contract Before 2013 Margarita Malakauskiene Resource Planning) system. Since 2010 all requests are registered in CRM Deputy Head of Dissemination of and since 2013, then Official statistics portal had been launched, requests Statistical Information division coming from the portal were integrated. All publications which are subscribed [email protected] or sold go through CRM. Every single case is registered manually. The system is not user friendly and quite complicated. For user analysis we use information about user groups (contacts for the opinion polls), the most popular topics, time spent on the preparation of answers. DE Yes The customer management system used within our office is a product by the external contract Before 2013 Daniel O‘Donnell French company Coheris. It is a standard CRM software package but it is Head of Section International regularly adapted to suit the specific requirements of our office. The system is Statistics Customer Management used to register all statistical requests. Users are encouraged to contact us [email protected] via online contact form. Any requests sent via this form are automatically entered into the system. Additionally requests entering via mail are also entered into the CRM system. Telephone requests are also registered in the CRM as soon as answering them entails writing a reply. The CRM system is used by all author units within Destatis. There is a central unit for treating requests which deals with a large proportion of all questions. If requests are complex or relate to detailed methodological issues, they are transfered to the specific author unit using the CRM software. The CRM software allows us to record numerous details of our users (contact details, organisation, user type, number of requests etc). For each request we also record which theme it relates to. The CRM system also includes a large number of pre-defined standard answers. This reduces the burden of replying to straightforward requests. The system is also used to analyse the requests we receive. Using the system we are working on improving and extending our Website (including FAQ). SK No UK Yes ONS does not use a bespoke software package for recording its customer internal resources Before 2013 Nick O'Donnell relationships. Engagement with our key customers (e.g. UK government Head of Stakeholder Management departments, Devolved Administrations, etc) is managed and recorded Communication Division centrally using a range of tools such as Lotus Notes databases, excel files, nick.o'[email protected] shared MS Outlook calendars, etc. This helps ensure we have a coordinated approach for our engagement with these organisations. Similar systems are employed for other customers and users, although these tend to be topic (e.g Census, Migration statistics) or system (e.g. customer complaints, parliamentary questions) based.

DIGICOM project - Inventory - April 2016

Customer Relationship Management Country Experience How does it function in your office? Resources Since when? Contact person NL Yes Systematic work on customer relationship management is important for the internal resources Before 2013 Platform for account management work and position of Statistics Netherlands. Existing relations between Frank Rademakers Statistics Netherlands and ministries and policy analysis agencies are Secretary generally good. Where possible, these are expanded and strengthened by our [email protected] account managers. Extra attention is paid to the relationships with the Ministry Team Corporate Communications & of Economic Affairs, parliament and politics, and the media. Public Affairs Henriette de Jong-de Heer Head of Team [email protected] EE Yes Statistics Estonia has a centralised system for keeping track of relationships external contract Before 2013 Birgit Hansson with stakeholders. The aim of the CRM is to have overview on all contacts [email protected] with customer. CRM allows to • treat orders (subscriptions of publications, orders for information, information telephone calls) • make analyses for organising marketing activities • conduct marketing campaigns (target group selection, mass-mailing) • present on the web site the information on release calendars and products • have an overview on feedback from the users CRM allows information exchange with the other information systems used in Statistics Estonia (bookkeeping system, web site, Estonian Business Register for Statistical Purposes, metadata information system, document management system). Benefits: • Displaying of the data on products, news releases, database and release calendar on the web site is automatic and easily renewable. • marketing activities are based on analyses of customer previous behaviour • administration of subscriptions takes less time than before • serving customers has become more efficient • standing orders and product information can be renewed automatically • files and invoices can be sent out directly from the • better overview of customer needs • invoice proceedings have simplified • internal communication has been improved • exchange of information with other information systems used in SE • usability convenience has increased • the information on subscriptions made on E-shop on the website will be automatically transmitted to CRM LV Yes Information on customers asking for guidance on dissemination database internal resources Before 2013 All customers excluding media: (free of charge service) and customers requesting ad hoc datasets (according Daina Gulbe to pricelist) is stored in structured file and can be later reused and filtered by Head of Information and Information and Communication Section. Information on media requests is Communication Section stored in another structured file by Public Relations Specialists in Information [email protected], and Communication Section. Information from these information systems are [email protected] used when User Satisfaction Surveys are carried out. Statistics on number of Media requests requests, statistical domains of interest a.o. aggregates are analysed Beate Danusēviča

DIGICOM project - Inventory - April 2016

Customer Relationship Management Country Experience How does it function in your office? Resources Since when? Contact person regularly. Public Relations Specialist [email protected] [email protected] HU Yes In the HCSO we do not have a dedicated CRM-system, however, we have internal resources Before 2013 Information service certain elements. One of these is a special system for registering all incoming Department of Dissemination data requests with their detailed information (type and character of applicants, Ms Edina MÁTYÁS-BODOVICS purpose and subject of data request, how often and in what form we supply Head of Section the requested data etc.) and the complete documentation of data supply [email protected] (correspondance, offer, contract, invoice preparation). The recorded information ensures a wide range of possibilities to make queries and analysis from different aspects (e.g. monitoring end-user data demand, reviewing data supplies to bodies etc.). Another system exists for sales of publications. It also enables us to make queries on certain user groups and publications purchased by them. This is a field where sharing of experience would be most welcome from other NSIs. FI Yes Our CRM is the main database for our customer data. From the CRM you can External contract Before 2013 Communication and Information trace most of our engagement with customers, including participation in Services events, training courses, purchases of products and services etc. Autumn Ms. Susanne Hellman-Ketola 2016 we are taking into use a new CRM-software (Microsoft Dynamics) in Head of Development order to expand and enhance the scope and monitoring of our customer [email protected] activities, also on the web and in social media. EL No CY No HR No AT No PL No IT Yes Istat user support is managed by a CRM developed by internal resources: internal resources Before 2013 Michela Troia contact centre. Data, publications, cartographies, historical researches and User Data Support customised elaborations are available after registration in the contact centre. [email protected] Trained staff responds to requests as soon as possible and offers to users personalised assistance and advice, identifying the most suitable channel for ease of use of the information provided. Requests are managed by contact centre, that allows the elimination of repetitive and spam messages and the constant monitoring of the various types of requests. Users can follow at any time the status of their requests. ES Yes All customers requests are recorded in an application in order to track them internal resources Before 2013 Celia Santos and prepare different statistics. This application allow us to mantain a Dissemination Unit database with the users of our statistics. This database is the sampling [email protected] framework for our user satisfaction surveys. SE No

DIGICOM project - Inventory - April 2016

Customer Relationship Management Country Experience How does it function in your office? Resources Since when? Contact person CZ Yes There is the special department (Information Services Department) dedicated External contract Before 2013 Petra Kuncová to serve users in the CZSO organization structure. Information Service Department This department consists of three units: [email protected] • information services unit (this unit exists in the central office, there are 2-4 people in 14 regional working places dedicated to provide information to users) • internet presentation unit • public databases unit These units work in close cooperation to provide useful, well structured, timely, updated etc. information to userss using different channels. Information services employees use special software tool (tailor-made) – it consists of: • Catalogue of products – list of all product (publications, special datasets, News releases, revisions etc.) with detail description of each of them (i.e. annotation, authors, languages, form, dates of publishing – planned, postponed, real; authors etc. ), is used for preparation of different calendars, lists of products (analyses, regional products etc.) and serves also as base for other part of software – products release on website, selling of products etc. • Users register – basic information, contact information mainly but also basic characteristic (student, entrepreneur, NGI, governmental institution etc.) • Economics – this part is used to record all the requests, helps to manage supporting activities – i.e. billing, expedition of ordered publications, agenda of contracts etc. • Monitoring – helps to monitor activities (timeliness of releases, number of request broken down by different criteria, etc.) This software was delivered by an external company. MT Yes We are constantly looking at the engagement figures of our users on the internal resources 2015 or later Keith Borg website and social media. More particularly we are looking at what interests Dissemination Unit them most. The ultimate aim is to draft a communication strategy focusing on ways and means of reaching out to a wider audience. NO No RO Yes For the relations with customers and media, there is a Statistical Data internal resources Before 2013 Maria Radulescu Dissemination Department and a Communication Office. Data dissemination Department Vladimir Alexandrescu Communication, Press office IE No LU Yes By monitoring customer satisfaction and behaviour by: User satisfaction internal resources Before 2013 Dissemination and Communication surveys Web and social media user monitoring Newsletter subscribers unit (Guy Zacharias) satisfaction and behaviour monitoring User conferences Quality team (Simone Casali) BE No PT No

DIGICOM project - Inventory - April 2016

Customer Relationship Management Country Experience How does it function in your office? Resources Since when? Contact person FR Yes We hold a multicanal contact service for orientation and answearing to user Internal resources Before 2013 Guillaume Mordant requests (mail, telephone, twitter). [email protected] We also engage in customer relationship when selling lists of enterprises extracted from our business registrar, or when selling a service providing tailor-made statistics. Good practice outside Other UK government departments - Department for Work and Pensions, or Business, Innovation and Skills Statistics New Zealand the ESS

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person IS Yes User surveys and user groups. Results are analysed by management and used to prioritize improvement Internal Before Quality Management projects. resources 2013 [email protected] DK Yes Paying customers are asked in connection with sending invoices Internal Before Annegrete Wulff Users of web and Statbank.dk every second year (http://www.dst.dk/~/media/Kontorer/16- resources 2013 Communication Formidlingscenter/maal-og-resultater/Brugerundersoegelse2014.pdf?la=da) Citizens every second year [email protected] (http://www.dst.dk/~/media/Kontorer/16-Formidlingscenter/maal-og-resultater/borgerundersoegelsen- 2012.pdf?la=da) We follow up on the user surveys and use input for further development CH No LT Yes DE Yes We conduct user surveys and reputation analyses on a regular basis. The user surveys give us External Before Division Communication and information on how satisfied our users are with certain products and services. The outcome of the last contract 2013 Dissemination survey in 2011 was, that our users are neither totally satisfied with our website nor our databank. Our Susanne Hagenkort reaction to this was that we invested more resources in these two products to improve them. Our susanne.hagenkort@destatis reputation analysis not only provides us with information on our users, but also with information on .de potential users. Within the analysis we try to find out about how we could make potential users use our data and how we could meet their requirements. Within our reputation analysis in the year 2013 we concentrated on three target groups: respondents, fast multipliers (online and data journalists) and young multipliers ( young graduates and postgraduates). We asked them about their basic needs and their delighters. The outcome was roughly that the respondents are interested in the survey results they have to report to, the fast multipliers want API's and interactive charts and the young multipliers use the data which are recommended by their lecturers. Destatis is working on improving all these aspects. SK Yes The Statistical Office of the Slovak Republic (the SO SR) performs regularly an on-line survey on the Internal Before Vladimír Čičmanec customer satisfaction with products and services of the SO SR. The survey is conducted in a 2-year resources 2013 Director of Information periodicity. The survey questionnaire realized in 2015 consisted of 17 questions, 6 of them are focused Provision and Marketing on the evaluation of user satisfaction, specified by 39 criteria. To reach the relevant results, we Dept.

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person addressed only the respondents who have been already in contact with the SO SR (asked for information information) in the last period. UK Yes For the last several years, ONS has invited its key stakeholders (ONS key accounts) to annually assess Internal Before Nick O'Donnell our performance. Since 2013/14, we have also carried out a customer satisfaction survey of a wider resources 2013 Head of Stakeholder group (approximately 1500 individuals from over 1200 organisations) users to gauge their feedback also. Management Communication A summary of the combined results from the assessment and satisfaction survey are published on the Division website and we now publish all responses in full. You can see the latest here: nick.o'[email protected] http://webarchive.nationalarchives.gov.uk/20160105160709/http:/www.ons.gov.uk/ons/about-ons/get- k involved/consultations-and-user-surveys/satisfaction-surveys/ons-customer-satisfaction- survey/index.html We also published an updated response setting out the actions we have taken in response to what customers told us. This helps to ensure that we are improving our statistics, products and services in response to customer need and feedback. The UK Statistics Authority also carries out periodic surveys to measure the public confidence in official statistics. The results from this are benchmarked with other National Statistical Institutes NL Yes Customer satisfaction surveys for statistics helpline, commissioned statistical research and access to Internal Before Team Corporate microdata. This includes possible improvements. For access to microdata there is also an user board to resources 2013 Communications & Public give SN input on possible improvements. We also have advisory boards for business statistics, Affairs respondents, macro-economic statistics, methodology and quality, social statistics, and environment Head of team statistics. These boards comprise external advisors representing government policy institutes, business, Henriette de Jong-de Heer and scientific research. [email protected] EE Yes Organisation of marketing surveys is a part of bilateral communication with users. Through these Internal Before Birgit Hansson surveys, users give feedback about their needs and level of satisfaction. The following topics are studied resources 2013 [email protected] regularly: users’ satisfaction with SE and the information offered by SE, users’ awareness of SE’s output, the need for statistical information and users’ preferences when using statistics. In order to limit the response burden for the target groups, SE usually combines different topics in a single survey, i.e. elements of reputation, satisfaction and user behaviour surveys. Product development surveys are conducted when necessary to collect information and suggestions for the development of the statistical output. Web-based surveys are preferred and, if necessary, combined with qualitative surveying (focus group, interviews etc.). Promoter Index The Promoter Index methodology was used for users’ feedback about its products and services purpose. We studied users’ satisfaction with Statistics Estonia’s Statistics Estonia wanted users’ feedback about its products and services. The Promoter Index methodology was used for this purpose. We studied users’ satisfaction with Statistics Estonia’s website, the statistics blog, the map application, the statistics app, and the e-publication “Piirkondlik portree Eestist” (a source of regional statistics). Coordination of statistical actions When coordinating statistical actions with regular customers, SE collects feedback to update the statistical programme. There are approximately 100 entities on the list of regular customers, who are asked to submit proposals regarding the following year’s programme – their input should be based on the descriptions of statistical actions available on SE’s website. Proposals are asked from customers who are active users of statistics and/or whose activity has a substantial influence on the society and who therefore need to be provided with statistical information. LV Yes User satisfaction surveys are carried out at least once per two years. Satisfaction surveys are short (max Internal Before Uldis Ainārs 10 questions) and on specific domain, service or for specific user group. resources 2013 Director of Information,

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person publication and printing department [email protected] HU Yes In 2007, a project was launched to establish a system of user opinion measurement, the final aim of Internal Before Department of Dissemination which was improving the quality of our products and services. In 2014, we decided to reorganise the resources 2013 and Department of system, based on the experience collected. Further developments are foreseen for 2016. Main pillars of Methodology the satisfaction measurement system: Technical side: Ms Angéla KÁTAINÉ • We have our own system for preparing online questionnaires. MAROSI • A separate application was created to place simple, one-choice questions (Question of the Week on the [email protected] main site, http://www.ksh.hu/?lang=en, usually applied for quiz-like questions, occasionally for placing Deputy head of Department questions on user satisfaction). of Dissemination • We have a webanalytical tool, and we also use Google webanalytics to complement its operation. Focus of measurement: • products; • services; • subject matter statistics; • website and its applications; • other, such as trust in statistics, image of HCSO etc (this is an inexplored area as of yet, questionnaires and methods would be interesting for us to see). Methods and channels: • Questionnaire-based surveys, mainly online. In some cases and for certain user groups, printed questionnaires are applied. • Focus-groups. • User forums. • Face-to-face in-depth interviews. • Half-structured telephone interviews. The various methods are used with one serving as a basis for another where possible, e.g. gaining general information on the website by an online questionnaire, focusing on specific problems and their solutions with a focus-group, and finally checking and testing the renewed website with a focus-group again. Complementary tools were also integrated in the system and used regularly, namely: • analysis of download data of publications, menu items and databases, of used paths on the website, as well as of other data accessible by web analytics; • systematic segmentation of users and inventory of the users as well as of unfulfilled needs. Workflow: An annual plan is elaborated based on the information and requests from departments and considering anticipated or ongoing developments. The respective surveys are carried out with the direction of a project group, involving experts of the Dissemination and the Methodology Departments. Analysis and communication of the results is also their responsibility. The unit having requested the research is responsible for formulating improvement actions and feedback on their implementation. Utilisation of the results: for the annual dissemination programme for the individual publications for technical improvement planning for data collection programme planning Problems and bottlenecks: programming questionnaires (ours is a rather complicated system) sometimes low responsiveness, thus efficient motivation systems would be very interesting to learn of. FI Yes Statistics Finland collects customer feedback in various ways. The objective of the image survey is to External Before Statistics Finland explore how familiar Finns are with Statistics Finland. It is also studied how much Finns trust Statistics contract 2013 Communication and

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person Finland and how useful they consider its activity. The survey is made every three years and it is the Information services Ms. general indicator for developing the activity. The target group of the survey is Finns aged 15 to 79. The Reija Helenius user survey is carried out around every two years. It aims to explore customers' conceptions of the Head of Development quality of the data/statistics/products produced by Statistics Finland (CoP criteria) in general and collect [email protected] their views on the realisation of service principles. The survey also examines topical matters each year, for example, last time on the use and knowledge of social media services. The survey provides inputs for developing the products and services. The sample is collected from various customer and user registers. Inquiries and reports as well as other targeted customer and stakeholder studies are made in connection with various projects and strategy preparation. The targets arise from each customer and stakeholder group's role and relation to the development needs of activity. Examples of these inquiries made at Statistics Finland are: • Inquiries made in connection with the preparation of the strategy and development of activity (e.g. the strategy for economic statistics) • Inquiries made in connection with the revision project of specific statistics (e.g. the project for municipal data) • Reader inquiries for the periodical • User inquiries for a certain product or service (e.g. the user inquiry for researcher services) • User inquiries for web services • Usability surveys for developing web services, for example. Customer feedback is collected systematically on Statistics Finland's all chargeable assignments of over EUR 1,000. The aim is to gain immediate feedback about the flow of the customer service process and receive ideas for developing the service selection. Course feedback is collected on all Statistics Finland's customer and ESTP courses. Feedback is gathered to develop the selection, content and implementation of courses. Users of Statistics Finland's web services can also provide feedback with an open feedback form. The quantity of positive and critical feedback is collected from all the feedback received and we react immediately to the feedback received by contacting the customer. Media monitoring aims to follow daily the media visibility of Statistics Finland and the data it produces, which enables fast intervention in case of misinterpretations of information, for instance. Monitoring also helps to identify trends and weak and strong signals in the operating environment and to anticipate data needs. Statistics Finland currently reviews its CRM system and thus it is possible to store in one place the feedback received in various stakeholder and customer meetings. As part of the Specialist Qualification in Product Development (2016 to 2017), it is explored how to develop further the collection and utilisation of the feedback received from Statistics Finland's customers. EL Yes A User Satisfaction Survey is conducted by ELSTAT on a daily basis, through a questionnaire that Internal Before Statistical Data should be filled in by users each time they request and are provided with data by ELSTAT. The Statistical resources 2013 Dissemination Section Ms Data Dissemination Section and the Library of ELSTAT, drawing information from the User Satisfaction Effrosyni CHANTSOULI Survey compile an annual report presenting data on the number of users, the responsiveness level to Head of the Section users’ requests, the kind of the requested data, as well as the dissemination mode of the statistical [email protected] information. The User Satisfaction Questionnaire collects information on the sex, nationality and category +30 213 135 2022 of the users, the request category (statistical theme), the satisfaction of users on the basis of the response time to their requests and the services provided by ELSTAT, the level of satisfaction of their requests, the reasons for partial satisfaction of their requests and the dissemination mode preferred by the users. CY Yes Since 2008 (with the exception of 2010 and 2013) CYSTAT carries out an annual online “Users Internal Before Dissemination Unit Satisfaction Survey”. Through the questionnaire, users are able to make comments and suggestions and resources 2013 Mr George Theodoulou communication is possible with all the respondents who provide their email address. During the data [email protected] collection period the users are informed about the survey from a pop up window. In addition, an e-mail is .cy

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person sent to all the registered users of the website informing them about the survey and through that e-mail the users are encouraged to participate. The results of the survey are available on CYSTAT's website. The suggestions of respondents to the Users Satisfaction Survey are assessed and if considered useful they are adopted by CYSTAT. HR Yes Since 2013 the CBS conducted two user satisfaction surveys.The results of these surveys provided Internal 2013-2014 User Communication useful feedback and comments from a wide range of users. Several aspects got a positive rating: for resources Department instance, the CBS statistics are considered to be of high quality, and users are very satisfied with the Ms Blazenka Vukelic service they receive from the CBS staff. However, it was clear from the survey that there is a low level of [email protected] satisfaction with the design, navigation and usability of the website, with users being particularly critical about the limited number of statistics accessible in the web databases. As a result of conducted user satisfaction survey we introduced some new ways of communicating statistics (infographics and visualization), put more emphasis on dissemination via social networks and started work on redesigning of the CBS website, with the objective of improving layout, navigation and usability. AT Yes Statistics Austria conducts a user satisfaction survey every two years. The survey targets at preselected Internal Before Quality Management and experts and customers of Statistics Austria. A complex electronic questionnaire is used, which allows to resources 2013 Methods answer not only general questions but also to select certain products for which quality elements can be [email protected] evaluated. The results are discussed on top managment level and published on the internet. http://www.statistik.at/wcm/idc/idcplg?IdcService=GET_PDF_FILE&dDocName=107185 PL Yes WEB SURVEY - The satisfaction survey was carried out in 2013 and it is planned that it will be reapeted Internal Before Mr. Tomasz Kozłowski Chief cyclycally . Conclusions from the survey were used to introduce new solutions dedicated to users. CSO resources 2013 specialist in Social launched a new website which is easier to use, with improved search engine as well as Knowledge Communication Unit Databases were made available. Centres for Regional Surveys, functioning in each of the 16 regional Information Department Statistical Offices, regularly gather information on customers needs and satisfaction. The main forms of [email protected] collecting feedback are: • Periodical (e.g. every 2 years) surveys targeted at specific user groups (e.g. local governments), with questions adjusted according to the Office’s information needs and user experience concerns, evaluated in order to provide an end product which is best tailored to the user demands. • Direct feedback gathered during meetings and workgroups with external partners and end users. An important part of the feedback process is information to users about implemented improvements. IT Yes Since 2013 Istat has carried out an annual user satisfaction survey, to know users, their needs and Internal Before Web Analytics Unit satisfaction with the products and services provided by Istat. The annual user satisfaction survey is resources 2013 Michela Troia [email protected] carried out by an on line questionnaire about: • Informations on uses of official statistics; • Trust in Istat Maurizio Firmani statistics; • Satisfaction with the Istat products and services; • Information on type of users (affiliation, [email protected] age, sex, education). Thanks to the results of user satisfaction survey, Istat can improve its products and services to better meet the needs of users. Moreover, since 2012 users can give a feedback on each Istat web site page answering the question: "Did you find this information useful? (Yes / No choices) and, optionally, leave a comment or suggestion. ES Yes Spains INE runs User Satisfaction Surveys on a triennial basis. The first wave was conducted in 2007 Internal Before Dissemination Unit Celia and the third wave was carried out in 2013. The basic goal of these surveys is to find out the opinion and resources 2013 Santos assessment from users on the quality of statistical products: relevance, accuracy, coherence and [email protected] comparability, timeliness and punctuality. Moreover, they are asked to express satisfaction with dissemination services. Users are also asked about uncovered needs.

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person SE Yes yearly surveys: - the public's view of Statistics Sweden - customers' satisfaction in general - customers' Internal Before Christine Uhrlander satisfaction with our services for every purchase over c. 1000 Euros survey every other year: - resources 2013 Communications Department journalists' satisfaction with our services continuously: - routines for taking care of complaints by [email protected] customers a web survey 2016 for all visitors to our site (closed recently, no results yet): - who are you? what do you want to do? (after c. 2 minutes on our site) Did you manage to do what you wanted? CZ Yes CZSO organises User satisfaction survey since 2003. General survey has been organised almost every Internal Before Information Services year, specialised ones – like internet user satisfaction survey, readers of magazine Statistika&My – resources 2013 Department occasionally. Detail report incl. suggestions for improvement is always discussed at the headquarter Petra Kuncová meeting, short version is published at the website. Based on user satisfaction survey results changes at [email protected] the website are done. MT Yes The User Satisfaction Survey was carried out among all those who made at least one request for data to Internal 2013-2014 Methodology and Research the NSO during 2012 and 2013, together with a list of users who subscribed to receive NSO’s news resources Mr. Silvan Zammit releases. Data was collected via email and the data collection process took place in the months of February and March 2014. The response rate achieved stood at 19.6 per cent, or 265 persons. For more info: http://nso.gov.mt/en/News_Releases/View_by_Unit/Unit_01/Methodology_and_Research/Documents/20 14/News2014_089.pdf NO Yes Annual websurvey measuring user satisfaction with our website Internal Before Siv Marsteintrædet resources 2013 [email protected] Communications department RO Yes NIS has an online survey: http://djs.insse.ro/opinie/questionnaire.html - since 2004 and a specific survey Internal 2015 or Communication Department for monthly bulletins: https://docs.google.com/forms/d/1rnLjPe6er4q- resources later [email protected] befBZnkwFtqI_UkWw8C8XgwZKOJYFRU/viewform - since 2015 IE Yes CSO conducts a user satisfaction survey to assess satisfaction with CSO products and services LU Yes By monitoring customer satisfaction and behaviour by: User satisfaction surveys, Web and social media Internal Before Dissemination and user monitoring, Newsletter subscribers satisfaction and behaviour monitoring, User conferences resources 2013 Communication unit (Guy Zacharias) Quality team (Simone Casali) BE Yes Yearly online user survey Internal 2013-2014 [email protected] resources ov.be PT Yes Statistics Portugal assesses users satisfaction through different types of activities: - Permanent and Internal Before Planning, Control and Quality occasional user satisfaction surveys; - Management of Suggestions and complaints system; - Focus resources 2013 Unit Groups (on occasional basis). Measuring user satisfaction of Statistics Portugal products and services is Maria Joao Zilhao a compromise stated in its Quality Charter, as a quality policy item, and duly aligned with the European [email protected] Statistics Code of Practice. This activity is also aligned with the public administration approach for Public Institutions annual assessment, and takes into account the ISO Norm TS 10004:2010. The process is documented through an internal procedure (PI No. A/PCQ/038/1), which is available to all staff in the Intranet/Quality area. Surveys have been carried out since 2006 to different groups of users, as follows: - Permanent User Surveys: in the SP Portal (since 2008); in the Libraries (since 2009); Post- Service - Quality and service performance on tailor made requests (since 2010); Study visits (since 2010); Training Sessions (to teachers) to improve Statistic Literacy (since 2011/2012); - Occasional User Surveys to

DIGICOM project - Inventory - April 2016

User satisfaction Since Country Experience How does it function in your office? Resources when? Contact person specific groups of users, eg: Media (2006); Scientific Community/Researchers (2007); Business Associations (2009); Universities (2010/2011); Health statistics information providers (2013). The system in place allows for comparison of results amongst different types of users and from different surveys through time. This was achieved by defining five quality dimensions that are assessed and that are broken down into various attributes/variables: - Quality perception, concerning statistical information: recognized quality of the statistical information; - Quality perception, concerning products: evaluation of supports and means used to disseminate the information; - Quality perception, concerning services: evaluation of the services rendered by Statistics Portugal; - Value for money: level of the product/service quality versus its price; - Global image: it takes into account the recognized level of quality of the information, products and services and the institution as a whole; - Expectations: assessments of expectations on the quality level customers expect to receive in the scope of the dissemination policy of official statistics; - Loyalty/fidelity. The questionnaires for the different surveys are built in an identical way, that is, they have the same structure and are based on a matrix of questions related to the dimensions and respective attributes. FR Yes We have a dedicated unit in charge of satisfaction surveys. Internal Before Jean-William Angel jean- These surveys are classical (phone or emailing) as well as web surveys. resources 2013 [email protected] These surveys target as well user satisfaction on various products or services, and the image of the Institute and of its key indicators. We also recently engaged in a new survey about the quality assessment on our products, in relation to the EU Code of Practice. Good Statistics Canada Statistics New Zealand practice OECD launched years ago a working group on the design of a survey on trust in official statistics. outside the ESS

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person IS No DK Yes User needs (not User profiling) internal Before Annegrete Wulff We conduct focus Group meetings on different subjects resources 2013 [email protected] (documentation/meta data) and Dissemination with differenrt user Groups ( Media, Ministeries and Communication organisations, Businesses, Education sector, municipalities) External mediator in the meetings. CH No

DIGICOM project - Inventory - April 2016

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person LT Yes DE No SK Yes The identification and assessment of user needs and profiling of users is conducted in the SO SR internal Before Vladimír Čičmanec basically in 3 ways: 1. By meetings with the key and potential users. Meetings are realized in accordance resources 2013 Director of Information with the annual marketing plan of the SO SR. The related activities are prepared and conducted by both Provision and Marketing the HQ and regional offices of the SO SR. Dept. 2. By regular surveys of user satisfaction with the SO SR products and services (as mentioned above). 3. The User profiling through analyses in semi-annual periodicity – focusing on customers / users of statistical information (i.e. they addressed the SO SR and asked for statistical information). UK Yes We have undertaken work to match the users of our website to persona groups (3 of) and we have used internal 2013-2014 Digital Publishing Division these to understand what each type of user may want out of a service. We look at individual areas of our resources Alison Davies service to understand what our users require from this and this information is gathered through face to [email protected] face discussions and online surveys. When designing persona specific content, we have a database of k each persona group that we can research theories with, ask opinion and test with. Decisions made to service design and implementation that will ultimately be based upon these discovery type findings will then be validated with a wider audience through usability testing, online task testing etc. Our newly launched website provides opportunity for users to provide feedback on specific pages, data etc. and these are reviewed by a researcher and development team and can be used to aid direction of future work that may be required or further testing to understand more on certain problems that our users are experiencing. We have a specific usability testing lab on site so we can observe people using new features of our online services and trained user researchers to conduct the studies. NL Yes We have advisory boards for business statistics, respondents, macro-economic statistics, methodology internal Before Team Corporate and quality, social statistics, and environment statistics. These boards comprise external advisors resources 2013 Communications and Public representing government policy institutes, business, and scientific research. Affairs Head of Team Henriette de Jong-de Heer [email protected] EE Yes In the production of official statistics, it is important to identify users’ needs, to foresee the information Before Birgit Hansson need of the society and to act accordingly. For this purpose, Statistics Estonia constantly monitors the 2013 [email protected] use of statistics, users’ satisfaction and the impact of marketing activities. Information about customers’ needs (incl. statistics users and respondents) is collected from different sources: marketing surveys, coordination of statistical actions with regular customers, the customer relationship management system Kunde, feedback from promotional campaigns and user training seminars. Users of official statistics include all legal and natural persons who use official statistics. Different users need different types of statistics. The following user groups can be identified based on the frequency of use of statistics and/or the user’s importance (participation in the statistics production process; dissemination of statistics to the general public; use of statistics for important decisions concerning the society): 1. Infrequent users – use statistics infrequently or randomly, mostly interested in basic data; 2. Main users – use statistics regularly or (actively) in specific periods; mostly use the statistics for analysis, decision-making, further dissemination etc.; 3. Key users – mostly use very detailed statistics, incl. micro-data; use the data collected for official statistics to create new value for the society and/or participate in the preparation of

DIGICOM project - Inventory - April 2016

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person the statistical programme and the development of statistics. LV Yes Information on user needs is sourced during meetings with data users of specific statistical domains (e.g. internal 2013-2014 Uldis Ainārs national accounts, tourism), during seminars and presentations on dissemination products (e.g. seminar resources Director of Information, for chamber of commerce on foreign trade data, presentation on statistics for teachers of economics). publication and printing Comments on social networks and feedbacks on data services are also analysed to get information on department necessary improvements in dissemination products. [email protected]

HU Yes User needs are monitored via various methods: - queries (search strings) on the website - unfulfilled user internal 2013-2014 Department of Dissemination requests registered at the information service - user forums on specific products or subject matter resources Ms Angéla KÁTAINÉ statistics - open questions in all questionnaires Known and unfulfilled needs are forwarded to the relevant MAROSI department, are regularly assessed, and serve as a basis for further improvements. As for user profiling: Deputy head of department For segmentation of users we usually apply demographic, working-status and sector-related dimensions. [email protected] Certain overlaps between categories need to be eliminated. Other aspects taken into consideration: VIP users are defined, though this definition needs update and clarification. More efforts need to be devoted to other dimensions for segmentation, based on the behaviour and attitude of users when using statistics and towards statistics. How we use it: These serve as input for customising products and services for specific user-groups and also as a basis for data collection programme planning. FI Yes User needs assessment and user profiling is not done on a regular basis nor in very sophisticated ways. internal Before Statistics Finland, Typically it is done in Statistics Finland when planning and launching new products/services. Procedures resources 2013 Communication and used are for example questionnaires, customer focus groups, interviews and testing user behavior at our Information Services research laboratory (usually when we need feedback on usability issues, new interfaces or website Head of Development findability). User segmentation is in use. Ms. Susanne Hellman-Ketola susanne.hellman- [email protected] EL Yes Since 2010, ELSTAT has established the organization of user conferences. In these conferences internal Before Statistical Data participate representatives of institutions of public and private sector and of educational and research resources 2013 Dissemination Section Ms institutions. The user conferences provide an important opportunity to ELSTAT to gather comments and Effrosyni CHANTSOULI suggestions from users of statistics on the dissemination of statistical information, access to statistics Head of the Section from users and gaps in the produced statistics. The conclusions of the above conferences, as well as the [email protected] results of the user satisfaction survey that is conducted by ELSTAT, constitute a very useful background +30 213 135 2022 for the compilation of multi-annual and annual statistical programs. CY No HR Yes Assessment of user needs is carried out in a variety of ways, both formal and informal. The main internal Before User communication resource of valuable information is user satisfaction survey which is supplemented with information resources 2013 Department gained through consultation with specific target groups (government institutions, researchers, Ms Blazenka Vukelic enterprises, students and the media) and from The Statistics Council (advisory body for strategic issues [email protected] concerning official statistics). On the other hand, users also have an opportunity to comment on draft strategies and programs published on the CBS website. There are also many bilateral contacts with the frequent users, and many informal contacts with occasional users. The CBS is currently in process of setting up standing user groups for key statistical areas with the intention to meet once or twice a year. Such groups intend to provide an effective means for collecting feedback on statistical services and products, for informing users about quality and methodology reports and other metadata. Information

DIGICOM project - Inventory - April 2016

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person about the users’ needs and users’ structure are also collected by systematic monitoring of users’ requests received by e-mail, mail and fax. Based on those requests user groups are defined (government institutions, researchers, enterprises, students and the media). Users are recorded and by type of request: one-time users and subscribers. AT Yes User needs can be brought in at 15 technical sub-committees related to statistical domains. In regular internal Before Quality Management and meetings changes or plans with respect to the statistical products are discussed and users have the resources 2013 Methods possibility to comment or suggest relevant issues. [email protected] PL Yes PBSSP - user’s information needs are recognized and evaluated within the process of the consultation In text and reconciliation of the programme of statistical surveys of official statistics (PBSSP). Within the work concerning the scope of the PBSSP all units of official statistics identify information needs and conduct statistical analyses among specific groups of users. The project of the programme for a given year shall be agreed, among others, by central and regional government authorities, territorial units, the Central Bank, social and professional organizations, as well as academics. (contact person e-mail: [email protected]) BOOKMARK "MEDIA" - We treat media as a very important communication channel for dissemination of statistical information, so we have decided to provide the special bookmark on our website, which is dedicated especially to mass media. Every basic information concerning published data, such as press releases or publishing schedule is available there (contact person e-mail: [email protected]) STATISTICAL HELPLINE – launched as an integrated system of phone access to services and resources of official statistics (for rapporting entities and other users of statistical information) dialling one contact number only. Designed structure of the helpline has a scattered system of phone support throughout the statistical services engaging many employees of statistical offices, especially those with appropriate human resources, to support clients of our digital services. This structure may be expanded by adding further thematic helplines, as well as by engaging specialized groups of consultants who will be operating particular phone line (contact person e-mail: [email protected]) IT Yes Understanding user needs is an integral part of our information system. We collect information about internal Before Contact center user needs from several sources: a) requests at contact centre; b) web traffic data; c) feedbacks and resources 2013 Michela Troia survey results; d) emails received on a specific address; e) satisfaction surveys after meetings, [email protected] conferences and other events f) feedback from Territorial Offices; g) monitoring of social media activities. Web analytics We analyse these data to detect user needs and profiles in order to improve the dissemination and Maurizio Firmani accessibility of statistics. [email protected]

ES Yes 1. In our user satisfaction surveys users are asked to express uncovered needs in statistical production. internal Before Dissemination Unit These answers are evaluated to design the four year statistical programme. 2. In our user satisfaction resources 2013 Celia Santos surveys users are classified by their activity sector: -Public administrations, private sector, social agents [email protected] (trade unions, NGO), universities and research centers, media, general public, others SE Yes Continuously but not on a strictly regular basis: user tests and interviews as part of web development internal Before Åsa Olsson projects continuously, regular discussions with user councils: labour market statistics population, resources 2013 Communication department demographics and education statistics democracy stats economic statistics statistics on research and [email protected] development regional statistics land use and real estate statistics environment and environmental- economic accounts welfare statistics 2015-2016: interviews with statisticians about their experiences from direct contacts with users

DIGICOM project - Inventory - April 2016

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person CZ Yes CZSO records all requests of users (see above), monitors web traffic, monitors requests to the public internal Before Information Services database – based on this yearly report is prepared and discussed at headquarters meeting. Report resources 2013 Department includes analyses of the main areas of user needs (broken down by statistical areas, regional details Petra Kuncová requested etc.), quality of our service (the time required to process the query, completeness of the [email protected] answers, web accessibility etc.). Unmet demands are also described. Based on long experience basic user groups were defined – according to this grouping user satisfaction is evaluated (for example students are usually more critical and less satisfied than governmental employee etc.), user needs are broken down (public is interested in information on population and salaries while analytics need data on economy more often). MT No NO Yes We analyse web statistics and engage in user testing. The Statistical Offices often have user panels. internal Before Frode Larsen resources 2013 [email protected] RO No IE No LU Yes By monitoring customer satisfaction and behaviour by: User satisfaction surveys, Web and social media Internal Before Dissemination and user monitoring, Newsletter subscribers satisfaction and behaviour monitoring, User conferences resources 2013 Communication unit (Guy Zacharias) Quality team (Simone Casali) BE Yes Regular meetings with stakeholders especially representatifs of business federations. Internal 2013-2014 annie.versonnen@economie. resources fgov.be PT Yes Please see some examples: Focus groups e.g.: Environmental Statistics (2011): Aiming to improve the Internal Before Planning, Control and Quality quality of the environmental statistics publication, Statistics Portugal has carried out a dialogue (focus resources 2013 Unit; Maria Joao Zilhao (e- groups) between producers and users of information on the environmental sector. Most of users mail: [email protected]) ; represented entities with responsibility or interest in the environmental domain. This process took place or Magda Ribeiro through a set of meetings organized in user groups. A total of 44 entities were consulted by Statistics ([email protected]) Portugal. The meetings were supported by an interview script plus a presentation of the current publication versus the new proposal. This consultation process was very useful in the design of the new publication, including the identification of needs and expectations, so as to promote environmental statistics and other related domains. Health statistics (2013): Within the Statistical Council Working Group for Health Statistics a "Survey on users needs" was undertaken, and Statistics Portugal was responsible for a serious analysis of its results. This survey aimed at identifying the needs of multiple users of health statistics, as well as the relevance and satisfaction obtained from the already available 180 indicators. In addition proposals for new relevant indicators were made. The survey results were shared with the national Health Statistics users in a seminar promoted by the Statistical Council. FR Yes User needs is historically assessed in the circle of our National Council for Internal Before Jean-William Angel : jean- Statistical Information (French proxy of the EU ESAC). resources 2013 [email protected] User needs are systematically assessed in our thematic users satisfaction surveys. User profiling is just starting this year, with a specific survey aiming at our regular publications readers. Good practice UK Government Digital Services John Waterworth

DIGICOM project - Inventory - April 2016

User needs assessment & User profiling Since Country Experience How does it function in your office? Resources when? Contact person outside the ESS See also: https://www.gov.uk/service-manual/user-centred-design/user-research Statistics New Zealand Leonie Parminter [email protected] Tania Janssen [email protected] In Mexico, INEGI segments the users in five sectors: social, public, private, academic and media. For each sector INEGI has different partnership strategies to promote cooperation at different stages of the statistical process. To develop methodologies, user input is obtained during public consultation and meetings with key users. To develop products and services, INEGI uses different mechanisms like customized training programs for different users (university students, researchers, businessman, etc.). INEGI - Eduardo Gracida

User interaction via social media Since Country Experience How does it function in your office? Resources when? Contact person IS No DK Yes Twitter used to highlight releases. LinkedIn used as a linked in group; Used by Communication and HR internal 2013-2014 Ulla Agerskov Facebook (from August 2016; not used for dissemination) resources [email protected] Youtube approx 10 videos Communication CH No LT Yes DE Yes At Destatis we use Twitter (@destatis for German news, @destatis_news for English news). The press internal 2013-2014 Section Press Office office is responsible for all tweets published on these channels. However, we get input from other parts resources Frederike Schönfeld of the institute (other dissemination groups or specialist departments). We mainly publish press releases, frederike.schoenfeld@destati brochures, but also information on topics currently under discussion in public or EU data. Sometimes we s.de ask for the followers opinion concerning the launch of technical or content innovations on our website. for twitter We are also in contact with the specialist departments when it comes to questions of users concerning Section Online Editorial special statistics. Beyond that we maintain a youtube account, where we publish our videos. We do not Team Christoph Bergmann use this account for a dialogue with our users. christoph.bergmann@destati s.de for YouTube SK No UK Yes The social media team work closely with statisticians and the media relations team to plan and draft internal Before Digital Publishing Division content for upcoming releases. We promote bulletins from the corporate website and stories and resources 2013 Joanna Goodwin Social infographics from our visual website as well as proactive content. Proactive content includes topical Media Lead content (if something is in the news or is trending on twitter that we can add value to the conversations [email protected] happening on social media), corporate content (such as consultations or job adverts) and content of interest to our users from across other department’s statistical outputs. We publish at 3 main times of the

DIGICOM project - Inventory - April 2016

User interaction via social media Since Country Experience How does it function in your office? Resources when? Contact person day to twitter; at 9:30am, lunch time and at 5:30pm or during the evening. We publish releases when relevant to the audience on Facebook and LinkedIn (5-8 pieces per week). NL Yes Social media (i.c. Twitter, Facebook, YouTube and LinkedIn) are used to increase the impact and range internal Before Team Editorial & Content of our information. We want to be where our target group is, and not wait for them to find us. Twitter is resources 2013 Wilco Eindhoven our main social medium, but we are also active on LinkedIn. When users post questions on our social [email protected] media channels, we answer them within two hours during office hours. and Team Corporate Communications & Public Affairs Jorien Apperloo [email protected] EE Yes To disseminate and promote official statistics, Statistics Estonia opened its account on Facebook and internal Before Marketing and dissemination launched its statistics blog in 2010, in 2015 we re-opened our Twitter account. Information on these sites resources 2013 department is provided in Estonian. Our main aim is to make statistical information available to Estonian people in Anu Ots Estonia and abroad. Two of the 24 employees working for the Marketing and Dissemination Department [email protected] (Communications Manager and Communications Spetsialist) are dealing with the social media on a daily basis in addition to their other duties. We have no employee specially appointed to be in charge of social media-related work only. LV Yes CSB of Latvia has 2 Twitter accounts: Latvian and English. And one Facebook profile, where we mostly internal Before Gundega Kuzmina post in Latvian. Posts are press releases with slightly modified title and automatically posted resources 2013 Deputy Director of simultaneously with publishing of press release on homepage. Some of the contents like infographics, Information publication and nice to know facts etc are posted ad hoc. We also monitor user activities and reply to questions printing department addressed directly to us. We also monitor certain keywords like “statistics” and “data” “GDP” in Latvian to [email protected] help users searching for data. This helps us understand what has to be improved in our dissemination v system (regarding searchability, user friendliness or intuitiveness). This is very valuable experience but this could be more difficult to implement in widely spoken languages as English, German and French. CSB of Latvia also created a profile in social network for teachers to post information about School corner for teachers. It was good tool to promote the specific product for the specific user group. At the moment the network does not exist anymore. This is not our direct experience but we have observed that institutional efforts to artificially create “social networks”, “discussion forums” and mimic social networking activities like asking institutions or their official representatives to create “personal profiles” and give their “personal view” and have not been effective. Much more effective is when an institution participates in existing and real social network where people who are interested in social networking have created their profiles by their own initiative. This is more effective way to seek and pull together public opinion. HU Yes In HCSO we have been using Facebook and Twitter as well, since autumn 2014. Due to Hungarian internal 2013-2014 Department of Dissemination grammatical and spelling rules our opportunities are somewhat hindered as for reaching wide audiences resources Ms Mária JÓNYER at via Twitter, as it is mostly suitable for English, that is why we „invest” much more in Facebook. 3 people [email protected] work on our Facebook account (which is only available in Hungarian), devoting about 5-10% of their Head of User relations working hours to this activity. Occasionally other colleagues from Dissemination Department are also section encouraged to write posts in their own topic of expertise. The main posts are: data related to various international days, first releases, job opportunities, publication offers, events of HCSO, infographs, constant topics, e.g. „Did you know….?” (interesting data regarding a certain period of the year or the daily life) or „Question of the week”. Every topic has a direct link to the respective part of our webpage. We have a 2-step approval process, where the heads of Analysis section and User relations section

DIGICOM project - Inventory - April 2016

User interaction via social media Since Country Experience How does it function in your office? Resources when? Contact person check the content, then the head of the Dissemination Department authorises it. The responsible colleagues have accessibility on their personal device to control the page and the comments 0-24, so our Facebook account has a daylong supervision. Twitter account: it is available in English and Hungarian, contents provided are links to first releases and other publications. We are also foreseeing developments in this area, sharing of effective practices is most welcome. FI Yes Statistics Finland has three Twitter accounts (one in Finnish, one in Swedish and one in English). Twitter internal 2013-2014 Statistics Finland is our main social media channel and we use it very actively every working day. We tweet about resources Communication and statistical releases and other currents issues. We also communicate with our followers and live-tweet Information from the main seminars. We have a Facebook account under the name Tilastokeskus-Tilastotohtori Services/Communications (Statistics Finland-Doctor of Statistics). On Facebook, we publish news and recruitment ads, but also Chief Communication Officer some more light-hearted posts like Easter Statistics, Summer Statistics and Christmas Statistics. We Ms. Mervi Ukkonen also have a Facebook account for Findikaattori, which is a collection of indicators that we maintain in [email protected] cooperation with the Prime Minister's Office. We also use LinkedIn, mainly for recruitment ads, but we also publish some news there. YouTube we use for videos, Instagram for photos and SlideShare for PowerPoint slides. Four communication advisers follow our social media channels in alternating weeks. The person responsible for social media spends about third of the working hours of the week on social media related activities. During weeks when we have a seminar to live-tweet from, social media is more time consuming. Here are the links to our accounts: https://www.facebook.com/Tilastotohtori (FI) https://twitter.com/Tilastokeskus (FI) https://twitter.com/finskstatistik (SE) https://twitter.com/StatsFinland (EN) https://www.linkedin.com/company/statistics-finland http://www.slideshare.net/Tilastokeskus https://www.youtube.com/channel/UC-7i21PII1N0yedcqFDpwdA EL Yes Twitter is used as an additional dissemination channel for Press Releases, ELSTAT's Announcements internal Before Electronic Data Information and Publications, Eurostat's Publications, as well as for twitting big events, such as conferences, the EU resources 2013 Section Ms Styliani Trekla Presidency, etc. Twitter is also used for the trasmission of answers to users who send messages Tel: +30 213 135 2198 concerning the provision of data. [email protected]

CY Yes CYSTAT has a twitter account through which it publicizes the majority of its announcements. According internal 2013-2014 Dissemination Unit to the current practice CYSTAT never responds to any comments. resources Mr George Theodoulou [email protected] .cy

HR Yes During 2015 the CBS has started promoting official statistics more actively through social media internal 2013-2014 User Communication (Facebook, Twitter) although those accounts where created much earlier. In our everyday work we are resources Department using data visualization tools, infographics and user-friendly approach in order to translate raw data into Ms. Maja Pekec information and put numbers in user-oriented context. Different approaches are used for different social [email protected] networks. The communication on Twitter is much more frequent (we tweet about released statistics on a daily basis). On the other hand, with posts on Facebook we give much more detailed overview on specific themes that are in focus. AT Yes Many Austrian journalists and key influencers use Twitter. Statistics Austria's press office-team tweets internal 2013-2014 Media and Information Policy key messages of press releases & informs about events. Infographics are popular to illustrate topics. resources beatrix.tomaschek@statistik.

DIGICOM project - Inventory - April 2016

User interaction via social media Since Country Experience How does it function in your office? Resources when? Contact person Most questions are answered, data requests are transfered to other communication channels (email). gv.at PL Yes The Local Data Bank utilizes a Facebook page to answer user queries, publish updates on new Before Administrator and editor of database features and functionalities as well as collect user suggestions. In March 2016 CSO has 2013 Local Data Bank Facebook launched a YouTube channel. It presents films, video spot about official statistic and animated page infographics – all of them available in Polish only. We plan to develop this product regularly, so further Mr. Grzegorz Madera materials may be also presented in English. We plan to add multimedia infographics on various topics [email protected] and films promoting products which facilitate access to statistical data (including short video tutorials). Youtube: Mr. Łukasz Nowak Chief specialist in Social Communication Unit Information Department [email protected] IT Yes At the moment Istat has two twitter accounts (Italian/English) and an account on Youtube, Flickr, internal Before Press office - website, Slideshare, Pinterest and Storify. Twitter is Istat’s flagship social media. It is managed by the press resources 2013 contact person office. Istat uses Twitter to speak with media and with a public interested in real time news. Press Roberta Roncati releases, publications and datasets are disseminated by twitter. Istat not only interacts with the users on [email protected] Twitter, but also replies when there are wrong information and corrects them.

ES Yes Twitter is used to communicate the statistical releases and some INE and ESS related news. Our twitter internal Before Dissemination Unit policy is available for users (http://t.co/o6ny1hdyjw). Twitter account (@es_ine) is followed by more than resources 2013 Maria Vinuesa 24k users. Youtube channel (INEDifusion) is mainly oriented to disseminate videos explaining the main mariajesus.vinuesa.angulo@i statistical operations and some statistical concepts. 65000 views of videos in the last year. All the ne.es contents and news are managed by internal staff.

SE Yes We use social media (Facebook since 2013, Twitter since 2009, Instagram since 2015 and LinkedIn internal Before Anna Carin Paavo since 2015) mainly to disseminate new statistics, but also to inform about open positions, events etc. resources 2013 Communications department Social media activities are co-ordinated with the web site, intranet, newsletters etc. All these channels [email protected] are part of the same work flow. There are meetings every week for the planning och all channels including social media. The communications department monitors comments and questions, especially Facebook and Twitter, and reply (with the help of subject matter experts or other specialists when needed). CZ Yes Twitter - External Communication Department employees are responsible for tweeting of statistical internal Before External Communication information (on a daily basis). SlideShare - we are sharing presentations from our Press Conferences resources 2013 Department Wikipedia - regular update of information about CZSO Facebook - was used as one of communication Michal Novotný channels during Census 2011. External company hired to secure external communication cared for this [email protected] tool for the specific group of users. To answer questions and influence discussions they used detailed manual prepared by us. Also more complicated request were passed to our office. MT Yes We started being more active on the social media this year. The salient points emanating from local and internal 2015 or Dissemination Unit European news releases are highlighted in tweets and Facebook posts at 11am every day. Occasionally resources later Keith Borg we post (twitter and FB) basic infographic links to probe deeper into a release and help users in their interpretation. NO Yes Twitter account. ssbnytt internal Before Jon Olav Folsland resources 2013 [email protected]

DIGICOM project - Inventory - April 2016

User interaction via social media Since Country Experience How does it function in your office? Resources when? Contact person RO Yes NIS has facebook, slideshare and twitter pages internal 2013-2014 Communication Department resources Bogdan Patarlageanu [email protected] IE Yes LU No BE Yes Information on disseminated statistics is posted on Twitter and Facebook. internal 2013-2014 Dissemination Unit, resources [email protected] ov.be PT Yes Statistics Portugal has a Twitter account. It works in an automatic way, publishing direct from our RSS internal 2013-2014 Dissemination Unit feeds the titles of our press-releases. We started one year ago our experience with Youtube and we are resources Pinto Martins publishing on a regular basis some small videos about statistics and statistical literacy [email protected] FR Yes We opened the Insee twitter account in February 2011. Today, we are granted more than 40k followers. Internal Before Jean-William Angel : jean- There, the user interaction is daily, and we systematically tweet on our publications, productions and resources 2013 [email protected] participations in various events. We also opened a slideshare account, we do manage a dailymotion account with several videos, but there is not yet an interaction with users on these social media. Likewise, we opened a linkedin page presenting our institutional activities and products. Good practice The UK Government Digital Service have published a Social Media Playbook: https://gdsengagement.blog.gov.uk/playbook/ PORDATA (http://www.pordata.pt/); Maria João Valente Rosa ([email protected]) outside the ESS

Web analysis Since Country Experience How does it function in your office? Resources when? Contact person IS Yes Web analysis mainly used to see how many use any particular statistics. internal Before resources 2013 DK Yes We use Google Analytics on our web based services and we have a custom logging system on our web internal Before Lars Knudsen services which is used to produce dynamic web analysis resources 2013 IT [email protected] CH Yes Various key figures are gathered monthly (pageviews, visits, downloads, access to interactive internal Before Unit "Dissemination and applications etc.). We do not track users based on IP address (entry points, exit points, etc.), in resources 2013 publications" accordance with accepted practices for government websites. This policy is clearly announced on our Alain Nadeau website. LT Yes DE Yes The web analytics software of Destatis is not up to date anymore. Currently we are waiting for the internal 2013-2014 Head of Section Online

DIGICOM project - Inventory - April 2016

Web analysis Since Country Experience How does it function in your office? Resources when? Contact person installation of a new product called Piwik. The installation is expected for the first quarter of 2017. resources Editorial Team Beyond that we learn a lot on our website-users via our search statistics. Here we analyse for each page Susanne Hagenkort of our website what terms our users enter into the search engine. From this information we draw susanne.hagenkort@destatis conclusions on whether we should develop new content, use other terms (user language) or create links .de to other content, for example. On a whole we consider the search statistics to be a real treasure for optimising our website. SK No UK Yes Web metrics are collected and reviewed regularly to assist with the tracking of visitor behaviour. With the internal Before Digital Publishing Division metrics we can identify trends and look to fix issues with the website. The metrics are also used to assist resources 2013 Kate Worman with key performance indicators documentation which helps to determine strengths and weaknesses with [email protected] the content that the ONS provides. NL Yes We monitor the number of visitors on our website and the number of interactions on our social media internal Before Website: [email protected] channels in order to evaluate our website and content resources 2013 Social media: Wilco Eindhoven ([email protected]) and Jorien Apperloo ([email protected]) EE Yes To measure the effectiveness of communication we regularly (annually) monitor the following indicators: internal Before Birgit Hansson Number of page views and visitors on the website by product category; Number of distributed copies and resources 2013 [email protected] downloads of the books published by Statistics Estonia (in case of downloads we include downloads Andrus Aru from Statistics Estonia’s website and Slideshare environment); Number of media reflections; Share of [email protected] news releases which have been covered in the media; Use of statistics in making decisions (information is collected in a user survey); Assessment on the ease of finding the necessary additional information (explanations, methodology, definitions, classifications) (information is collected in a user survey); Assessment on sufficiency of the necessary additional information; on provision of relevant and detailed additional information (information is collected in a user survey): Satisfaction with the speed of response to requests and orders for information (information is collected in a user survey). In case of communication with respondents there are two main indicators: Share of reports submitted via eSTAT (the electronic data submission environment); Share of reports submitted on time. We also use Google Analytics and in case of our blog the statistics offered by Wordpress to monitor the use of the information we publish. In case of the nationwide communications campaign of the population and housing census, an outsourced survey was used in order to measure the effectiveness of communication activities on a monthly basis. LV Yes Google analytics is used for web analysis. Keywords searched are used to improve homepage by internal Before Gundega Kuzmina creating tags or name sections according to terms actually used by users resources 2013 Deputy Director of Information publication and printing department [email protected] v HU Yes Activities: - monthly reports from download data of publications, menu items and databases (no text, only internal Before Ms Angéla KÁTAINÉ raw data) - annual analysis of download data of publications, menu items and databases (as an input for resources 2013 MAROSI annual dissemination plans) - analysis of used paths on the website - it is in experimental phase, major [email protected]

DIGICOM project - Inventory - April 2016

Web analysis Since Country Experience How does it function in your office? Resources when? Contact person developments are foreseen for 2016 to make it a regular exercise, experience and practices applied in Deputy head of department other NSI-s would be very interesting to see Tools: own webanalytical software+Google Department of Dissemination webanalytics+specific programmes in case of certain applications on the website FI Yes We follow and analyze the log files of the web site and dissemination databases. Since 2009 we have External Before Statistics used an outsourced web traffic analysis service. We use this service regularly for development of our contract 2013 Finland/Communication and web services, for follow up of the usage of our statistical releases and other products and to gather data Information services for impressiveness of our dissemination function. Information Services Planner We have made online questionnaire surveys of the web service in 2014 and 2015 as part of the Ms. Laura Karhu modernisation process of the website and the new graphical image of the office. Nowadays we also [email protected] make some specialized online questionnaisre surveys by ourselves as part of developing the webservices. We have bought several usability tests from specialized companies as part of developing new web services since 2006. Since 2014 we have been making usability tests by our own personnel regularly as part of building new services. We use our own survey lab equipment and software for usability tests. EL Yes Web analysis is used as a tool for the improvement of the performance of ELSTAT's portal, by internal Before Electronic Data Information measuring the number of visitors of the portal, hits, etc. resources 2013 Section Ms Styliani Trekla Tel: +30 213 135 2198 [email protected] CY Yes CYSTAT prepares a quarterly report with statistics on the access to its website. The aim of the quarterly internal Before Dissemination unit report is to monitor the access to the website of the Statistical Service of Cyprus (CYSTAT). As the resources 2013 Mr George Theodoulou internet has become CYSTAT’s major dissemination tool it is very important to keep track of the access [email protected] statistics in order to draw conclusions for its further development and improvement. The statistics from .cy February 2005 until September 2013 were compiled with the software “Web Trends Analytics”. From March 2014 onwards data are extracted with the web tool “Google Analytics”, for which the Statistical Service has access through the Department of Information Technology Services.The report is divided in four sections. The first section presents comparative monthly indicators, beginning from March 2014. The second section includes information on the Registered Users of the website. In the third section there are several indicators such as Top Entry Pages, Top Pages, Most Active Date that refer to the reporting quarter and finally, the fourth section contains the definitions. HR Yes Limited usage of Google Analytics due to difficulty with applying on our main frame web. internal 2013-2014 IT Directorate resources Mr. Dejan Bozic [email protected] AT Yes Piwik is installed on www.statistik.at, weekly reports are automatically generated and sent by email to the internal Before Media and Information Policy responsible person in the presse office. Special reports are generated on demand for interested internal resources 2013 [email protected] users. PL Yes We use Google Analytics and our own software which generates statistics from servers' logs. Before Mr. Tomasz Pudłowski 2013 Chief specialist in Electronic Dissemination Unit Information Department [email protected]

DIGICOM project - Inventory - April 2016

Web analysis Since Country Experience How does it function in your office? Resources when? Contact person IT Yes Web analysis is one of the core activities to assess web site performance and visitor's experience. We internal 2013-2014 Web analytics produce quarterly reports to give a general overview and reports on-demand on specific subjects. This resources Maurizio Firmani activity is aimed at improving the overall quality of services and web dissemination strategy. [email protected]

ES Yes We use a combination of tools (commercial and home-made tools) to measure web traffic to produce internal Before Dissemination Unit some indicators (number of visits, number of accesses to statistical information, % of mobile traffic, resources 2013 Alicia Fernández number of downloads of statistical publications...). [email protected] SE Yes We use Google Analytics (since 2015, earlier we used Vizzit) to track number of visitors, page views, internal Before Teresia Dunér search terms, SEO etc. The results are presented and discussed monthly in the communication resources 2013 Communication department department. This includes impact in media of both web and social media activities. We are also planning [email protected] to start using the tool Siteimprove to monitor the digital accessibility of our site. CZ Yes CZSO uses two sources for web analysis – Google Analytics and tailor-made tool prepared by the internal Before Internet Unit company which delivered Content Management System for creating and updating our website. Short resources 2013 Helena Koláčková reports on web traffic are prepared internaly on a monthly basis and are sent by e-mail to office [email protected] managers. This report includes info about number of visitors, sessions, list of most asked sites, products (both in the Czech and English version of the web). Similar analyse is prepared on web traffic at “public database”. MT Yes We regularly check the number of persons visiting our website and which topics interest our users. internal 2015 or Dissemination Unit resources later Keith Borg NO Yes Monthly updates to the Directors, when implementing changes in the dissemination of statistics etc. internal 2013-2014 Frode Larsen resources [email protected]

RO Yes The traffic on NIS' website and its online databases is analysed annualy and its results are included in External Before Maria Radulescu reports and presente for information to the NIS management contract 2013 IE Yes LU Yes We use a web statistics tool to analyse web traffic on our statistics portal. These analysis is published in Internal Before Dissemination and our annual activity report or for adhoc actions. A different tools is used for the analysis of our social resources 2013 communication, Guy media accounts (FB, Twitter, Linkedin and Vimeo). Zacharias BE Yes Information from Google Analytics is organised in a dashboard. Internal 2015 or Dissemination unit, resources later [email protected] ov.be PT No FR Yes Nowadays, we use an open source software : awstats, that will soon be replaced Internal Before Bernard Hennequin : by another one, piwik. However we plan to engage in a project aiming at exploiting more proactively resources 2013 [email protected] the logs tracking our user visits on our websites. Good practice UK Government Digital Service: https://www.gov.uk/service-manual/making-software/analytics-tools.html outside the ESS

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person IS Yes Presentations and discussions in user groups, in subject We give presentations and participate in discussions. internal Before This activity is not matter groups, and in other meetings. Hopefully this is then used by the users and incorporated resources 2013 centralized but in their work flow. rather on the initiative of experts and unit heads. DK Yes Potential and existing users and customers are offered internal Before Lone Schlüter training courses in different statistical subjects (Labour resources 2013 ([email protected]), market, education, national account etc) Other training Customer Centre courses are offered in using our products ( the StatBank, searching international databases etc) Introduction to statistics for school classes CH Yes - Special pages explaining statistics for schools; - Online internal Before Unit Forum for "Small and medium-sized enterprises"; - resources 2013 "Communication", Participation in various events (book fairs etc.) cf. Carole Greppin LT Yes Schools – E.school Rising of statistical literacy is one of the targets in our internal Before Head of Public http://mokyklele.stat.gov.lt/index.php?id=74; Universities strategy, Mostly Public relations division and Disemination resources 2013 relations division: – participation in special career days, similar events, of statistical information division is involved. Tuser needs Gita.burokaite@st workshops, inhouse trainings; Public institutions – are known from user satisfaction surveys and every day at.gov.lt inhoause trainings; Politics –special set of infographics work feedback from users. on main indicators. Leaflets, posters. DE Yes Staff members are lecturers at universities in fields of Lecturers mostly have bilateral contact to universities and internal Before Head of Section economics and statistics. Micro data access at data organize the lectures themselves. The research data resources 2013 Scientific Editorial research centers at the Statistics Offices of the Länder centers are based on a collaboration with the Länder Team: Kerstin offices. They offer and charge for access to a range of Hansel, anonymised microdata sets. kerstin.haensel@ destatis.de Head of Section Data Reserch Centers: Heike Habla, heike.habla@dest atis.de SK Yes 1. Special meetings with user groups first of all with As above internal Before Vladimír secondary school- and university-students), incl. resources 2013 Čičmanec meetings during Open Day of the SO SR - presentations Director of for professionals and students. 2. Meetings within Information working groups consisting of representatives of Provision and academia, research, development, media, business and Marketing Dept. financial sector. 3. Preparation and implementation of targeted web-sites focussing on media and less experienced users, to help them to find the required statistical information and thus to enhance their

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person statistical literacy. UK No NL Yes CBS in the classroom ECHO-project Data visualisations With CBS in the classroom we have a dedicated website internal Before CBS in the Animations on statistical concepts like inflation for secondary school teachers with explanations, articles resources 2013 classroom: and animations on statistics. Our ECHO-Project is aimed Lieke Stroucken at intensifying strategic relations with universities and l.stroucken@cbs. colleges. The project has just started and the activities are ECHO Project: intended to help develop concrete instruments. Our data Jacobiene van der visualisations help people understand our figures. Our Hoeven animations on statistical concepts explain what these j.vanderhoeven@ concepts mean and how we measure them. cbs.nl Data visualisations and animations: Henriette de Jong-de Heer, h.dejong- [email protected] EE Yes SE gives presentations or sets up an information stand at internal Before Birgit Hansson, various conferences, seminars, fairs and other events, in resources 2013 Birgit.hansson@st order to promote its activities and output to existing and at.ee potential users and respondents. By attending such events, SE can provide information, build the reputation of SE and official statistics, and receive feedback directly from users and respondents. To present statistics to the representatives of specific target groups, SE organises events as well (presentations, conferences). Each year, there is a press launch for the publication “Eesti statistika aastaraamat. Statistical Yearbook of Estonia”. In case of other publications, SE analyses the need for a public presentation – whether the topics of the specific release are newsworthy and whether there is a target group who would be interested in the event. Training courses on statistics are organised for enterprises and for teachers of general secondary schools and students of universities and general secondary schools. LV Yes CSB of Latvia has a School corner on homepage where Statistical indicators are carefully chosen taking into internal Before Gundega main statistical indicators on total area, number of account educational plans for geography lessons of the 9th resources 2013 Kuzmina, Deputy population and ethnic composition, age structure, fertility grade and teachers can use the material as visual aid in Director of rates, employment and unemployment, gross domestic their lessons. Easy to understand explanation of terms and Information, product, foreign trade, tourism, European Union and colourful layout of statistical tables and charts helps to see publication and other themes presented in a comprehensive manner. the essentials of a subject matter and foster effective printing

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person understanding and analysis of the statistical information. In department, some factsheets school children can calculate data on their gundega.kuzmina own, according to formula provided, in order to deepen the @csb.gov.lv understanding of new concepts.Statistics in School corner are updated and data are latest available. HU Yes Open days – visits in HCSO for school students and Open days are an annual programme, usually organized at internal Before Ms Mónika FREID general public Co- the same time as the Cultural Heritage Days. On the first resources 2013 at operation with universities Europe day (see under day of this programme, school students and teachers visit Monika.Freid@ks outreach practices) our building. During their visit, they gain an insight into the h.hu at everyday work in the pressroom. They are also Department of encouraged to take part in gamification activities (see Dissemination, under outreach practices) and sometimes special statistical head of classes are also organized. We find it very important to co- department Mr operate with universities and let people „meet” official Gábor statistics and also the national statistical institute itself if CSUTORÁS at they are interested. We have cooperation agreements and Gabor.Csutoras@ contracts with (faculties of) 13 Hungarian universities and 1 ksh.hu at Human high school. Thanks to these, official statistics receive Resource more publicity among students. Examples of activities from Management and the past years: - lectures given by HCSO staff members at Training Section, universities - statistics departments with HCSO staff head of section established at universities - internship in HCSO for university students - support of thesis for university students - study visits / consultations / guided tours in HCSO for student groups from high schools and universities - joint statistical research programs with universities - contribution to a statistics competition organised for high school students - appearance at university career events FI Yes Cooperation with educational institutions and schools o In the Communication and Information Services internal Before Statistics Statistical literacy competitions for students o Tilastrofi – Department, a responsibility person is named for resources 2013 Finland/Communi The Statistical Yearbook for children o Training of developing cooperation with educational institutions. cation and teachers o International Statistical Literacy Project Cooperation with educational institutions takes place in Information (ISLP) o Developing animations • Inviting the Members collaboration with different partners, such as Forum Virium, Services, Ms. of Parliament to visit Statistics Finland • Participation in City of Helsinki Urban Facts, Helsinki Mathland, Reija Helenius, different exhibitions and events, for instance, fairs for Summamutikka centre, University of Helsinki, and teacher Head of municipalities, education and geographic information • trade unions. Statistics Finland is also responsible for the Development Arranging events for different target groups • Inviting the ISLP project (International Statistical Literacy Project), (reija.helenius@st media to visit Statistics Finland • Training of workers (for which operates under the International Statistical Institute at.fi) instance, how to make better releases) (ISI). The aim of the project is to promote statistical literacy all over the world, particularly among young people. Cooperation projects with educational institutions are based on long-term networking with the target group.

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person Statistics Finland has found that networking with political decision makers by inviting the Members of Parliament and their aides to visit Statistics Finland after the elections is a good idea. In connection with the visit, we present, for example, useful statistical data sources and how they can be used, as well as describe topical issues with the help of statistics. The same practice is employed with the media. The personnel gets instruction in visualisation as part of the Training Programme in Statistical Skills (TIKO) and by means of statistics-specific consultation to improve the understandability and usability of the data published. EL Yes In the framework of undertaking actions aiming at On ELSTAT's website, www.statistics.gr, there is a internal 2013- Library Section promoting statistical education in Greece, ELSTAT specially designed webpage resources 2014 Ms Sotiria hosts and provides guided tours to groups of pupils and (http://84.205.254.36/schools/), which provides information SALAPPA students on its premises. During the tours, pupils and on school visits in ELSTAT. Schools that are interested in library@statistics. students are informed on: - the importance and visiting ELSTAT have to fill in the relevant application gr through the above link. The applicants are informed Tel: +30 213 135 usefulness of statistics for the society and in everyday immediately about the availability of the requested date for 2315 life, - the mission, legal framework, operation and work the visit. of ELSTAT in the various stages of statistical production, - the Hellenic Statistical System and the coordination role of ELSTAT in it, - the European Statistical System and the role of ELSTAT in it, - the principles governing the Hellenic and the European Statistical System, - the activities of ELSTAT within the European and the international statistical community - the navigation on ELSTAT's website The basic concepts and the methodology of compilation of statistics concerning the GDP, the Population and Housing Census, the population demography, the employment/unemployment, the inflation, the education the poverty etc. are also presented to the pupils and students. CY No HR No AT Yes 1) Statistics Austria performs an event called "Statistics 1) Teachers and pupils are invited to visit Statistics Austria. internal Before Media and and Schools" once or twice a year. 2) School visits can Preselected topics are presented (for instance register resources 2013 Information Policy be booked during the year. 3) Teachers' training on based census, CPI, etc) (half day lessions) 2) Upon beatrix.tomaschek statistical literacy. 4) Official Statistics for students 5) request teachers/pupils either come to Statistics Austria or @statistik.gv.at Enhancing statistical literacy of users. a (retired) statistician visits the schools (lessions of about Quality

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person 1-1,5 hours). 3) In cooperation with teachers' training Management and academies and according to their training schemes, Methods information on statistical topics is offered to teachers thomas.burg@stat (topics vary upon request). 4) Students:Statistics Austria's istik.gv.at experts are responsible for an university lecture on official statistics. 5) External experts may attend courses of Statistics Austria's training programme. PL Yes Activities according to the user group are targeted at: The educational actions addressed to the different groups internal 2013- Mrs. Emilia The public: open days, the publication of infographics, of external beneficiaries are aimed at transferring the resources 2014 Andrzejczak traditional statistical publications Public administration: knowledge on statistics, the official statistics system, E.Andrzejczak@st government and local-government administration: statistical surveys and results interpretation. The intended at.gov.pl training courses, lectures, seminars and conferences effect of these actions is to increase the public awareness of the importance of the official statistics system to the School children and youth: lessons, lectures, open functioning of the state and the ability to use the resources days, statistical competitions, lesson scenarios, of the official statistics system, which contributes to educational portal, educational fairs, statistical building of a civil society. Regional Statistical Offices carry publications The representatives of scientific and out activities for the benefit of education statistics academic communities including students: lectures, contained in the Statistical Plan of Education for the year seminars, scientific conferences, statistical competition, traineeships, student internships, Other external beneficiaries (entrepreneurs, teachers, representatives of the media, unemployed persons, employees and volunteers from NGOs): traditional trainings, lectures, seminars, educational publications, conferences, internships (from the labour office), educational materials, multimedia presentations IT Yes Istat promotes statistical literacy among individuals and An Istat specif unit is involved in this activity. The youngest internal Before Promotion and society, including specific stakeholders with particular are one of the most important target groups of Istat's resources 2013 dissemination of interest in statistics. In particular, with the project "Under activities. As a matter of fact, in the knowledge driven statistical literacy 21: statistics for the New Generation" specific attention society enabling everybody to read data and statistical Unit is paid to young people. information (statistical literacy) is fundamental to fully Contact person: exercise the right of citizenship. Istat designs and delivers Giulia Mottura, didactic product tailored to different school stages (from [email protected] primary to upper secondary schools). Istat also organizes study visits presenting the main activities of the Institute and of the National Statistical System (Sistan). ES Yes - Schools: Statistical Olympics It is an award Training courses are organized by the School of Statistics Before Dissemination competition in statistics which aims to: promote of the Public Administrations, Statistical Olympics are 2013 Unit - Maria curiosity and interest in statistics among students; organized jointly with Universidad Complutense and Vinuesa encourage teachers in the use of new materials for the Spanish Statistical Association (SEIO) Educational visits (mariajesus.vinue teaching of statistics by promoting the use of real data; are organized internally. [email protected] )

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person show the role of statistics in various aspects of society and promote teamwork and collaboration to achieve common goals. Year over year the number of students is increasing. - Schools and university: Educational visits to INE offices in order to get information about our activities and some statistical concepts. - Journalists: training courses - Civil servants: INE provides statistical training to civil servants and also shows their products and services to the main users. - General public: videos explaining some statistical operations, statistical concepts..., user friendly publications (Spain in figures). SE Yes Study visits aimed at university students, youth 10-18 See above internal Before Christine New concept as part of Sweden in figures (see below): resources 2013 Uhrlander The role of statistics in society, youth 10-18 and Communication inexperienced users, ca 1 hour Purpose: make the department christine.uhrlande participants understand the importance of our statistics. [email protected] Including a quiz with vote pads Stat Sweden as workplace, university students, co-organised by communication department and HR, a chance to show Stat Sweden as a place to work, 2 hours, meet various employees, get to know Stat Sweden as a possible future employer. In 2015 we organised 18 study visits with 495 visitors in total. Statistics Service: User support by email and phone, open to all user groups, used mainly by journalists, university students, pupils, businesses; analysts in the bank & insurance sector, trade unions, public sector Fairs: Stat Sweden takes part in several fairs within e.g. education and business, collaboration between communication department and mainly data collection departments, HR CZ Yes 1) Minicensus – children 9 -15 years old 2) Specialized 1) During Census 2011 the Minicensus was prepared as internal Before 1) Content: statistical studies for graduates 3) ISLP Competition - part of promoting activities – we took inspiration from UK. resources 2013 Internet Unit - participation in the international project - children 6 - 15 This activity was very successful, so 2012 edition was Helena years old organised. The third edition was held in 2015: 614 schools Koláčková, e-mail: registered, 29 628 questionnaires fulfilled (pupils from helena.kolackova 1783 classrooms). All works are done by CZSO employees @czos.cz; apart of their regular activities - mainly from Internet Unit, Technical Public Database Unit in cooperation with spokeswomen questions: Public

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person and PR Unit. 2) CZSO organizes two-year course in Database Unit - cooperation with University of Economy in Prague. Martin Černý, e- Participants are from the CZSO and from ONAs as well as mail: from other state organizations. The CZSO senior martin.cerny@czs managers take part in teaching there. 3) CZSO takes part o.cz 2) in organization of the national part of the ISLP competion Educational Unit - in cooperation with University of Economy in Prague. Pavel Demuth, e- mail: pavel.demuth@cz so.cz 3) External Communication Department - Michal Novotný, e-mail: michal.novotny@c zso.cz MT Yes Seminar targeting journalists. We organised a seminar targeting journalists to explain the internal 2015 or Dissemination main releases issued by the office in February 2016. resources later and Methodology and Research Units (Keith Borg and Silvan Zammit) NO Yes Have School visits in Our Office, visiting Schools and See above internal Before Camilla Stabell, pupils resources 2013 Camilla.stabell@s sb.no RO Yes seminars with students, business companies, experts NIS organises these seminars on different statistical internal Before Maria Radulescu from ministries, journalists themes and on its statistical products resources 2013 Bogdan Patarlageanu IE Yes LU Yes Presentations and training given for: Secondary The above mentioned activities are partly included in our internal Before Dissemination education classes Journalists Civil servants annual work programm or ad hoc actions on demand. resources 2013 and communication (Guy Zacharias) as contact point - All units BE Yes In the slipstream of the Census 2011 two workshops This activity is not recurrent. internal 2013- Census unit were organised for stakeholders and students. resources 2014 Pieter.Dewitte@e conomie.fgov.be PT Yes Project “Local Action in Applied Statistics” (ALEA): to The “Local Action in Applied Statistics” (ALEA), is a web internal Before Dissemination help students and teachers in primary and secondary service accessed through Statistics Portugal website which resources 2013 Unit: Pinto Martins schools in the process of learning statistics; Protocol is perceived as a contribution to the development of tools pinto.martins@ine

DIGICOM project - Inventory - April 2016

Statistical literacy - activities Since Country Experience Activities How does it function in your office? Resources when? Contact person with the Library Schools Network of the Ministry of and instruments to help students and teachers in primary .pt Education: secondary school students and teachers; and secondary schools in the process of learning statistics. RIIBES (Network of Higher Education Institutions In 2010, and as a complementary action, Statistics LIbraries): access spots to official statistical information Portugal established a protocol with the Library Schools disseminated both at European and national level, plus Network of the Ministry of Education, aimed at giving training of people on the use and comprension of training sessions to secondary school students and statistics teachers on how to use and better understand statistical information. At the higher education level, in 2004 Statistics Portugal created a network of accessing spots to official statistical information disseminated both at European and national level. These spots were placed in the libraries of the higher education institutions. FR Yes We participate in some French events dedicated to 1 person (half time of work) is in charge of setting up these internal Before Laurence general public which enlight the role and importance of programmes, engaging with external partners and resources 2013 Hermant economics such as "Printemps de l'Economie" managing the activity like a project, gathering several with some laurence.hermant in April in Paris and "Journées de l'Economie" in experts of the office and the Communication support external @insee.fr November in Lyon. business partners We also have a partnership with networks of teachers in unit. who economics to develop pedagogical tools supporting their organize activity. events Good practice Australian Bureau of Statistics; ABS (Australian Bureau of Statistics), Siu-Ming Tam Siu-Ming Tam ([email protected]) IBGE (Instituto Brasileiro de Geografia e Estatística), Jose Matias outside the ESS ([email protected] The International Statistical Literacy Project (ISLP) is a project initiated by the International Association for Statistical Education (IASE), which is the education section of the International Statistical Institute (ISI). The ISLP is directed since 2009 by Statistics Finland. The main objective of the ISLP is to contribute to promoting statistical literacy across the world, among young people and adults, in all walks of life. To this end, the ISLP has an annual action plan to promote its’ main activities. The ISLP also provides an ISLP webpage including links to international resources and news in Statistical Literacy. The ISLP is supported by a global co-operation network covering all continents. The entire activity is on voluntary basis. The co-operation network and the development of its activity are the core tasks for the project. The target is competence sharing and learning from one another. Contact Person: Head of Development, ISLP Director Reija Helenius ([email protected]); After a thorough research on the websites of other countries concerning the development of statistical literacy, we identified the following good practices: Canada:http://www.statcan.gc.ca/eng/services/wtc?HPA= New Zealand:http://www.stats.govt.nz/tools_and_services/schools_corner.aspx Australia:http://www.abs.gov.au/websitedbs/cashome.nsf/Home/Entry%20Page.es

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person IS Yes Metadata documents for different statistical products. Metadata documents are updated by experts and internal Before heidrun.sigurdard published on the web. resources 2013 [email protected] DK Yes A few instruction videos: ..How to use the StatBank internal 2013- Helle Harboe Statistic documentation connected to all statistics ..A resources 2014 ([email protected]) story about Denmark: https://youtu.be/R42mgoB5ejA Communication Unemployment: http://www.dst.dk/ledighedsbegreber CH Yes Interactive app explaining how a sample survey works It's not really integrated in anything. internal Before Unit (and why they are accurate); - various little films; resources 2013 "Communication", cf. carole Greppin LT Yes E.school: http://mokyklele.stat.gov.lt/index.php?id=74 E.school was made by external company and helping internal Before Gita Burokaitė Different leaflets on various indicators: external experts. Other activities and products are made resources 2013 Head of Public http://mokyklele.stat.gov.lt/index.php?id=51 Blog on inhouse. relations division statistcs: https://statistikouzrasai.wordpress.com/ gita.burokaite@st at.gov.lt DE Yes -The website www.destatis.de/statistikcampus, a Currently, the statistikcampus is a website under External 2015 or Head of Section website that focusses on relevant information for www.destatis.de which is targeted to students. It is contract later Scientific Editorial students in terms of data research, publications, micro maintained by the scientific publishing section. The aim Team, Kerstin data access, conferences and destatis as employer. -E- was to centralise our services for students on one online Hansel, learning system "official statistics" with a variety of platform, because both contacts to and collaboration with kerstin.haensel@ modules about statistics basic knowledge. Topics are for universities are organised decentralised. From summer destatis.de instance statistical terms, statistical sources, how to 2016 on the statistikcampus will also be the central create charts and tables, measures of dispersion, mean entrance for the Elearning platform "official statistics", values and averages, etc. Each modul provides videos, which was developed at first for staff members of the explaining text, tables and charts as well as controlling German Statistics Offices. It was conceived by Statisticians questions at the end of each unit. It is available in of the FSO (some as well university lecturers) and has German language. been implemented with an external partner agency. The technical platform is "ilias", an standard product which is quite common at universities in Germany. At the moment the system is in an evaluation procedure, but we're confident to launch the moduls successively from July onwards. SK Yes 1. Targeted web-sites mentioned above 2. In As above internal Before Vladimír accordance with the annual catalogue of publications, resources 2013 Čičmanec elaboration and provision of publications with added Director of value (i.e. with analytical and explanatory texts as well Information as with data visualisation - charts, maps). Provision and Marketing Dept. UK Yes Our methodology publications are generally in the form Methodology publications are authored and published in internal Before Chief of written articles: the same way as statistical releases. Articles for non- resources 2013 Methodology http://www.ons.gov.uk/methodology/methodologicalpubli experts involve journalists, designers and data visualisation Officer, Tricia cations We also create statistical explainers, written for experts who craft the content in a way that engages the Dodd, the non expert, that help unpack concepts, such as this non-expert. Statistical accuracy is signed off by a [email protected]

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person article on the difference between debt and deficit: statistician. ov.uk http://visual.ons.gov.uk/the-debt-and-deficit-of-the-uk- public-sector-explained/ NL Yes Explanation of methodology We have a dedicated section on methodology on our internal Before Team Corporate website with a description of our research resources 2013 Communications & Public Affairs, Henriette de Jong-de Heer (h.dejong- [email protected]) EE Yes The purpose of Statistics Estonia’s blog internal Before Marketing and (http://statistikaamet.wordpress.com) is to promote official resources 2013 dissemination statistics and promote statistical literacy. As the number of department Anu printed publications is being reduced, the blog offers a Ots good opportunity for inspiring Statistics Estonia’s ([email protected]) employees to write about their own area of statistics in a bit . more informal style and shorter form and without any obligation to stick to the dates and topics set out in the release calendar. Besides, blog writing also helps to develop employees’ analysis skills and skills in writing about statistics. In addition, it is important to note that a blog is a good place to disclose information that does not fit into traditional channels (news releases, publications) of Statistics Estonia. During our blog writing history, we have published statistical comparison about Baltic and European countries. We have also promoted Statistics Estonia’s products and services by compiling summaries of certain articles and chapters of our analytical publications. We have written about population trends, personal survey- related fieldwork and data collection problems. Also explained how GDP is „put together”, explained the statistical definitions etc. We have shared information about the Population Census and written about Agricultural Census. LV Yes All Dissemination database indicators have Structured Methodology pages are managed by Dissemination internal Before Gundega Methodology pages that explain statistics and help to department and statisticians are asked to update resources 2013 Kuzmina, Deputy understand and use statistics. Metadata and Glossary is information at least once a year or when changes have Director of bilingual and can be switched from Latvian to English at happened. Information, each step. publication and printing department, gundega.kuzmina

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person @csb.gov.lv HU Yes Our metainformation system is an integrated IT system Annual update of the metainformation is the responsibility internal Before Mr Csaba ÁBRY, of the HCSO through which we provide annually of the respective subject matter departments, the resources 2013 at updated methodological information on subject-matter Methodology Department and the Department of Csaba.Abry@ksh. domains and statistical registers. It is available here: Dissemination have co-ordination roles. The renewal of the hu, statistical http://www.ksh.hu/apps/meta.main?p_lang=EN We also system concerning its scope, comprehensibility and design advisor at plan to launch a new product, aiming to explain is planned, partly based on user input. Methodology statistical information which is not linked to subject Department, matter areas. The format needs clarification as of yet, concerning the the target audience would be the general public via metainformation Facebook and also the media via more detailed articles system Ms placed on our website. Mónika FREID, at Monika.Freid@ks h.hu, head of Dissemination Department, concerning the planned new product FI Yes • Customer training courses • e-Course in statistics (8 e- The tasks of statistical literacy products are organised at internal Before Statistics courses and tools for teachers and students) • Statistics Finland within the Communication and resources 2013 Finland/Communi Findicator.fi – up-to-date information on key social Information Services Department. The tasks related to it cation and indicators • Tilastotohtori (Doctor of Statistics) – are handled in the units of communication, customer Information Facebook service (in Finnish) • Ask about statistics o training and compilation products. The products are services, Head of Telephone, email and chat service • Tieto&Trendit implemented as multi-professional projects. Information periodical and blog Services Ms. Riitta Kaisio (riitta.kaisio@stat. fi) and Head of Information Services Ms. Sari Palén ([email protected] ) EL Yes Press Releases, metadata, methodological notes, The Divisions of ELSTAT producing statistics compile internal Before Library Section quality reports and user-oriented quality reports are Press Releases, metadata, methodological notes, quality resources 2013 Ms Sotiria uploaded on ELSTAT's website for the various statistical reports and user-oriented quality reports for each statistical SALAPPA surveys/works of ELSTAT. survey/work they conduct. The metadata, methodological library@statistics. notes and quality reports are approved by the gr tel: +30 213 Methodology, Analysis and Research Section of ELSTAT 135 2315 before publication. CY No

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person HR No AT Yes Statistics Austria maintains a system of standard In principle every statistical product of Statistics Austria has internal Before Quality documentations serving as well as quality reports. to be enhanced by a Standard documentation. The update resources 2013 Management and These documentations contain information about the of standard documentation depends on periodicity. Methods concepts used and the methods to compile the statistical The author of a press release fills the "methodological thomas.burg@stat products. box". This step is integrated in the process of publishing a istik.gv.at Media Some basic methodological information is also available press release. and Information in press releases. Policy beatrix.tomaschek @statistik.gv.at PL Yes DEVELOPMENT MONITORING SYSTEM - STRATEG: 2013- Mrs. Magdalena a system created by the Central Statistical Office of 2014 Ambroch (e-mail: Poland for programming and monitoring of development M.Ambroch@stat. policy. It is a collection of measures used to monitor the gov.pl) implementation of strategies binding in Poland (at the national, supra-national and voivodship levels) as well as in the European Union (Europe 2020 strategy). Additionally, the system gathers statistical indicators relevant to the implementation of cohesion policy. Apart from numerical data, STRATEG includes also definitions of concepts, methodological explanations, reports and thematic analyses. Along with a highly developed database application, the STRATEG system offers functional tools supporting the analysis of socio- economic trends in form of charts and maps. Strateg was indicated as an innovative practice in the Report to the ESSC on cooperation and integration within the ESS. STRATEG-Statistical guide – At the end of 2015 a compendium of knowledge on basic statistical measures and indicators relevant for monitoring cohesion policy was published. It responds to the needs of STRATEG users interested in systematizing and improving their statistical knowledge. The statistical guide, supporting users not professionally related to statistics, focuses on practical aspects of indicators, and not on methodological details. The guide is of complex nature, i.e. apart from information on statistical measures (methodological explanations, data sources, territorial data availability, possible computations) it gathers also knowledge on basic concepts (e.g. size class of enterprises) and classifications used in official statistics. What distinguishes this guide from other methodological

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person compilations are guidelines for data interpretation and practical usage of particular measures. The use of commonly known expressions, attractive design, clear layout and opportunities of electronic form of publication (interactive links) enhance its usefulness. In the coming years thematic scope of the guide will be expanded. In April 2016 the English version of the guide will be publisched at http://strateg.stat.gov.pl. Statistically speaking – a special booklet addressed especially to young people (teenagers) who want to find out and understand the link between statistics and everyday life. It was published in 2013 and it will be updated in the near future. http://stat.gov.pl/en/topics/other- studies/other-aggregated-studies/statistically- speaking,6,1.html. Moreover, apart from aforementioned products, thematic manuals and majority of published statistical titles, inter alia yearbooks and thematic studies include methodological parts with basic methodological information, which are supposed to support comprehensiveness of official statistics by users. IT Yes - infografics (pensions, prices, population, etc.) - Italy in Istat provides products that facilitate statistical internal Before Dissemination Figures (publication). understanding and disseminates them on the Istat website. resources 2013 and Communication of Statistical Information Directorate Contact person: Roberta Roncati, [email protected] ES Yes INE has spent considerable effort on promoting Explica has been developed through partnerships between internal Before Dissemination statistical literacy. Thus, INE has developed the web INE and universities. University students have helped to resources 2013 Unit portal Explica which is an attractive pedagogical system develop and test some of its contents. They ensure some Maria Vinuesa with the objective to educate users in statistics; increase of the contents are adapted to young audiencies. mariajesus.vinues their understanding of statistics, how statistics are [email protected] developed and how they can be used. The Explica has a lot of user friendly content for students and the general public such as a series of short videos explaining statistics and developed for the web and for YouTube, and a competition programme for high-school students termed ‘Statistical Olympics’. This system has not only found an audience in Spain but also a large audience in

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person Latin America. SE Yes Sweden in figures In October 2015, Statistics Sweden see above internal 2015 or Anna Nilheimer, launched Sweden in figures, a new way of making resources later communication statistical information easily available for young people department and non-expert users, as a strategy to make younger anna.nilheimer@s people know about us, why it is important to contribute cb.se to official statistics, and how they could benefit from using our data. Part of the project is explaining what statistics is, briefly how it is done and how it is used in society. We also explain some of our main products, like CPI and LFS. The core of Sweden in figures is new material on the web: a selection of statistics based on the social science curriculum for 10-18 year olds, presented in a graphical, simple and interesting way (and some of it explained, see the examples of CPI and LFS above). Apart from web content, Sweden in figures also includes a teacher’s guide that exemplifies how to use the material in class, a printed booklet as well as a new concept for study visits at Statistics Sweden. Statistics Sweden also have older material mainly focused on statistical method on our website called “the guide to statistics”. A project manager coordinates staff engaged in organizing events, a web editor, and a press. During the project’s first months we established routines for external communication with target audiences, how to use social media, how and when to update web-content and which events to participate in. We use a yearly plan to coordinate activities within the project. CZ Yes Statistika & My - Monthly Newsletter comes up with All above mention outputs are prepared by External internal Before External selected key statistical information processed by the Communication Department employees with close resources 2013 Communication Czech Statistical Office, as well as with news related to cooperation with other departments. The application "The Department - the field of statistics. It contains not only important latest economic data" was technicaly prepared in Michal Novotný, analyses, commentaries and statistical data concerning cooperation with external company. e-mail: the Czech Republic and its inhabitants, but also michal.novotny@c international comparisons. It informs about activities zso.cz within the CZSO, current offers, outputs and upcoming events. It has printed and internet version, version for tablets is tested. CZstat - CSO manages a library (stored on Google Play and iTunes), which provides information about the economic, social, environmental and demographic development of the Czech Republic.

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person There are for example an application "The latest economic data", electronic publications "Czech Republic in figures" in Czech and English etc available there. The application "The latest economic data" includes a selection of the latest statistics published by the CZSO. In addition to the twelve statistical themes with a few basic indicators specifying the period under review it includes a brief methodology with links to the web office. A Story of Statistics - The publication looks to the roots of both international and Czech statistics and helps the reader gain a basic understanding of its history. A part of the publication also deals with the progression of statistical censuses - from the first nationwide listings up to the last census in 2011. A History of the state statistical service - the publication was released on the 95th anniversary of the Czech statistics. It provides the reader with a brief insight into the history of Czech statistics and acquaint him with the activities that performed the statistical office and exercise. Besides the history of our statistics since 1919, through the difficult period of the second world war and totalitarian regime until its transformation after 1989, the reader learns what are the strategies, vision and priorities of the CSO with a view to 2020. MT No NO Yes How to make web forms Don't know internal Before Gustav.haraldsen resources 2013 @ssb.no RO No IE No LU No BE No PT Yes Project ALEA (Local Action in Applied Statistics): Specific in ALEA, we have as partners school teachers to internal Before Dissemination training courses, lessons, exercices, games, etc The supervise pedagocical contents to assure they are resources 2013 Unit philosophy behind is "Education by the entertainement". acconding with the official education programe (Ministery Pinto Martins In summary, we have many and diversified material of Education) on primary and secondary schools. We pinto.martins@ine available on this website. Small videos promoting conduct presencial presentations on schools, explaining to .pt literacy, explaining statistics, etc. teachers what is available and how could be used and explored statistical information. FR Yes We produce a small booklet named "Insee en Bref" internal resources (1 person) to lead the projects and External Before Laurence

DIGICOM project - Inventory - April 2016

Statistical literacy - products Since Country Experience Products How does it function in your office? Resources when? Contact person which explains statistical external resources to resources 2013 Hermant : methods or main productions such as "How to measure product videos or booklet (creation, printing…) laurence.hermant poverty ?" … We also make @insee.fr videos and a quiz which complete the pedagogical set, along with the booklet. These products are appreciated by teachers in economics. We also engaged in a partnership with a network of teachers in economics. We help them design products supporting their pedagogy. These products are available online on a dedicated website. Good practice The Bank of England publish a blog: http://bankunderground.co.uk/ Theconversation.com: http://theconversation.com/uk/business ABS (Australian Bureau of Statistics), Siu-Ming Tam Siu-Ming Tam ([email protected]) IBGE (Instituto Brasileiro de Geografia e Estatística), Jose Matias outside the ESS ([email protected]) Statistics Canada Statistics New Zealand Australia (ABS) and New Zealand (SNZ) have developed interesting programs to improve the statistical culture in the society. PORDATA (http://www.pordata.pt/). Maria João Valente Rosa

Communication strategy Since Country Experience Activities How does it function in your office? Resources when? Contact person IS No DK Yes Dissemination policy: internal 2013- Steen Dahl http://www.dst.dk/en/OmDS/strategi-og- resources 2014 Pedersen kvalitet/formidlingspolitik Communication and ([email protected]) Dissemination strategy: (will be public available on the Communication web dst.dk/en from May 2016) Sub strategies on web strategy, Statbank strategy, Press and Branding, Social media strategy will be described during 2016 CH No LT No DE Yes https://www.destatis.de/EN/AboutUs/CommunicationStr Each year we plan actions and milestones to implement internal 2015 or Division ategy/CommunicationStrategy.html the communication strategy step by step. resources later Communication and Dissemination, Susanne

DIGICOM project - Inventory - April 2016

Communication strategy Since Country Experience Activities How does it function in your office? Resources when? Contact person Hagenkort-Rieger, susanne.hagenko [email protected] SK Yes The communication with external environment of the As above internal Before Marián Jánošík - SOSR has been implemented in line with the strategic resources 2013 spokesman of the objective, related strategies and action programmes SO SR Vladimír defined in the Conception on External Communication of Čičmanec the SO SR. The communication itself is conducted Director of according to the rules defined in the internal directive of Information the SO SR on Principles of External Communication, as Provision and well as in a brief Manual on External Communication Marketing Dept. elaborated for the SO SR employees. Within the communication the basic communicated messages were formulated that should support creation of the desired image of the SO SR in its external environment. UK Yes ONS does not currently have a corporate Not applicable internal 2015 or Chris Lines, Head communications strategy. We have experience of resources later of strategic communications methods and are currently Communications setting out to develop a corporate communications in the strategy. Communications Division – [email protected] ov.uk NL Yes Effectively communicating factual and usable information internal Before Team Corporate at precisely the right moment, via the right channel to the resources 2013 Communications people who need it. In other words: it is not only the & Public Affairs, substance that is important, but also how it is Henriette de communicated. Jong-de Heer, h.dejong- [email protected] EE Yes Statistics Estonia does not have separated The dissemination policy is updated according to need but internal Before Marketing and communication strategy. The Dissemination Policy is a not any less frequently than every 2 years. The resources 2013 dissemination basic document where all the main principles and Dissemination Policy covers different topics of department Anne instructions regarding the dissemination of statistics are dissemination: - dissemination goals - description of the Nuka described. http://www.stat.ee/dissemination-policy external environment - principles of dissemination of (anne.nuka@stat. statistics - quality indicators of statistics - segmentation of ee). users - product policy - price policy - promotion policy - principles of measuring user feedback LV No HU Yes Our strategic-level document on communication at One of the main objectives of the planned new strategy is internal Before Department of present is the Dissemination policy, accessible under to turn from reactive to proactive communication resources 2013 Dissemination, Ms http://www.ksh.hu/docs/bemutatkozas/eng/tajpol_web_e behaviour. One of the seals of credible operation is Mária JÓNYER at

DIGICOM project - Inventory - April 2016

Communication strategy Since Country Experience Activities How does it function in your office? Resources when? Contact person ng.pdf. The policy is being revised, it will cover efficient communication, which can efficiently target various Maria.Jonyer@ks communication more thoroughly. user groups and is able to handle ad hoc problems well, h.hu, head of the latter area needing more attention. We will prepare User relations analyses in a proactive manner on areas of key importance section in particular periods. We intend to strengthen our presence in the social media, using the new forms of communication offered there. As for applying the principles formulated at strategic level, we have procedures, we organize trainings to build capacities somewhat lacking at the moment and carry out benchmarking activities. FI Yes The Communication strategy is available only in Finnish We have launched Communication guidelines based on internal 2015 or Communication and only on our intranet pages. the strategy of Statistics Finland. The guidelines harmonize resources later and Information our communication and make it more systematic. In Services/Commun communication principles the following issues are outlined: ications, Chief goals, areas of focus, key messages and tools and means Communication of communication. Also the themes for the coming years Officer Ms. Mervi include in the communication guidelines. Ukkonen (mervi.ukkonen@ stat.fi) EL No CY No HR Yes Over the past several years the CBS has been actively In our everyday communication we are trying to adjust internal 2015 or User developing communication with users on different messages to different target groups. In addition to regular resources later communication platforms (web, social networks etc.) All internal releases and responding to user requests over the past Department; procedures related to communication with specific target year we have intensified our communication through social Ms.Maja Pekec, groups are currently being merged into one single networks where we are trying to make statistics more email: document with described protocols related to the interesting and understandable to the wider public. In order [email protected] communication practices. In that document, which will to assess the needs of our users we have conducted two be available in near future, all communication activities, user satisfaction surveys and collected answers we have both external and internal, will be elaborated. As a used as a solid base to adjust our communication and result, we will be able to exactly customize messages to make it more understandable to specific target groups. specific target groups and make communication more focused. AT Yes Communication with the media is strictly organised Media guidelines are available on the intranet internal Before Media and ("speaking with a single voice"). "Media guidelines" (for Media training courses were held for staff getting in touch resources 2013 Information Policy internal use only) were established and a handbook was with media beatrix.tomaschek published on the intranet. It took some time to clarify Press officers act as a "service desk", trying to answer all @statistik.gv.at responsibilities and define the rules. upcoming questions regarding media contacts PL Yes In 2015 the Communication Strategy of Official Statistics As a part of The Communication Strategy typology of internal 2015 or Mrs. Agnieszka With Users has been created. Document was prepared different groups of users was developed. It was prepared resources later Nowakowska (e- by Sub-Team on customer services operating within to be used by all units of official statistics (both on central mail:

DIGICOM project - Inventory - April 2016

Communication strategy Since Country Experience Activities How does it function in your office? Resources when? Contact person Team on reorganizing the statistical surveys system. and the regional levels). Currently, the assessment of the a.nowakowska@s The Strategy is as an internal document. implementation of these tasks in 2015 is in progres. tat.gov.pl)/Mrs. Monika Sekular(e- mail: [email protected] ov.pl) IT Yes http://www.istat.it/en/files/2011/03/disseminationpolicy.p profiles users to offer customised services/products internal Before Dissemination df through dedicated channels and makes more accessible resources 2013 and and usable the information produced ; - effectively Communication of leverages multimedia and digitalisation by using a targeted Statistical multichannel strategy to offer products and services, Information especially through new digital dissemination channels; - Directorate monitors the dissemination process through measurement contact person: systems of communication initiatives. Giulia Mottura [email protected] ES Yes http://www.ine.es/en/ine/codigobp/politica_difusion_en.p This policy constitutes the main document to drive internal Before Dissemination df dissemination actions. It settles the strategic objectives and resources 2013 Unit - Adolfo main practices on dissemination and communication Gálvez including release calendar, error management, media (adolfo.galvez.mo relations, user information channels and services, etc. [email protected]) SE Yes The communication department started developing a Since the strategy is so new we have not incorporated it in internal 2015 or Karin Hansson, communication strategy for Statistics Sweden. It was our work flow yet. resources later communication accepted by the director general in early 2016. The department contents: communication goals needed to fulfill Stat karin.hansson@s Sweden’s strategy 2020, channels, brand platform cb.se During the work of putting together the communication strategy the director of the communication department met with the directors of all the other departments to continuously get their views on the drafts of the strategy document. Strategy 2020: http://www.scb.se/Grupp/OmSCB/Verksamhet/Dokumen t/strategi-2020-ENG.pdf CZ No MT No NO Yes http://www.ssb.no/en/omssb/om-oss/vaar- internal 2013- Kathrine Remers virksomhet/planer-og-meldinger/communication- resources 2014 Hanssen, strategy-for-statistics-norway-2014-2017 [email protected] RO Yes http://insnet/docv/Strategia%20de%20comunicare%20I Based on the strategy, we try to apply all the methods, internal 2015 or Communication NS.pdf communication channels meant to lead to a resources later Department, democratization of the statistical language Bogdan Parlageanu,

DIGICOM project - Inventory - April 2016

Communication strategy Since Country Experience Activities How does it function in your office? Resources when? Contact person comunicare@inss e.ro IE No LU Yes URL is not available. STATEC has a threefold Communication strategy has been set up by the directors Before Guy Zacharias, communication strategy encompassing 1. action plan on board and the communication unit. Instructions are 2013 Dissemination communication 2. Misreporting 3. Prelease access disseminated internally. The Communication unit is and supervising the actions and the respect of instructions in communication the field of communication. Staff is trained by the communication unit. BE Yes Following up on the peer review, a workgroup was created Internal 2015 or Lucia.decuyper@ to write and implement a communication strategy. The first resources later economie.fgov.be results are expected from 2017 on. PT Yes Statistics Portugal communication strategy focuses Statistics Portugal has a Communication Unit, in hierarchic Internal Before Communication mainly on Media relationship and on eletronic first (for dependency of the Board. This unit assures: - daily resources 2013 and Image Unit users and respondents) organised relationship with journalists: press releases, Maria Manuela calendars & dissemination; services to journalists; clipping. Martins (Ms) - publishes institucional newsletter - coordinates manuela.martins institucional image and publicity campaigns @ine.pt + 351 21 842 61 10/3 FR Yes We don't have a documented general communication Internal Before Laurence strategy, however, a long resources 2013 Hermant term relationship has been established with the press laurence.hermant though our press office. @insee.fr We also have a longlasting activity in institutional Guillaume communication (events, Mordant media...). guillaume.mordan It is handled by the Communication support business [email protected] unit. Good practice UK Government Communication Service - https://gcs.civilservice.gov.uk/ outside the ESS

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person

DIGICOM project - Inventory - April 2016

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person IS No DK No CH No LT No DE Yes In 2015 we convened a workshop with data journalists. During the workshop we explained how to use our different internal 2015 or Head of Section databases efficiently and where to find and how to use our resources later Press Office, API. Eurostat also explained the Eurostat database. The Klaus Pötzsch, journalists were very happy. Before that they criticised klaus.poetzsch@d Destatis vehemently for example via twitter. After the estatis.de workshop they tweeted full of enthusiasm about Destatis. We just had to convene a workshop and communicate with each other. The conclusion is: It is always good to talk with one's critics. SK No UK Yes We organise an Economic Forum and Public Policy Most outreach activities flow from business as usual internal Before Chris Lines, Head Forum for discussions with stakeholders about the activity or from programmes of work/change being resources 2013 of issues explained by statistics. We organise undertaken across the organisation. Some flow from Communications consultations and other discussions to engage people corporate business strategies. in the who use our statistics. We engage the media proactively Communications with releases, comment and features so they can help Division – us reach policy makers and others who make decisions [email protected] based on our statistics. We provide spokespeople to ov.uk comment in the media and to brief journalists and commentators on issues. We occasionally sponsor hackathons and get involved in online communities and cross government events. We also engage with users on the online forum run by the Royal Statistical Society: http://www.statsusernet.org.uk/home NL Yes Remote acces Hackathons Over 130 Remote Access PCs (20 of which outside the internal Before Remote acces: Netherlands) service over 300 active projects by over 110 resources 2013 Ruben Dood, research institutes. More than 500 researchers can work [email protected] on almost 3000 micro-datasets. Examples of this research Hackathons: Piet can be found on the website of SN. Partly through the Daas, ECHO-project (see previous questions) we participated in [email protected] a hackathon organised by the municipality of Zwolle. EE Yes To let users know about social media channels that internal Before Marketing and Statistics Estonia uses, we promote them on our website resources 2013 dissemination with graphical notices. Links to these new channels are department Birgit also added to the e-mail signatures of employees who are Hansson

DIGICOM project - Inventory - April 2016

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person involved in marketing activities. In addition, we have (birgit.hansson@s referred to the social media channels in promotional letters tat.ee) intended to advertise our publications. We also point them out when presenting our products and services. We notify journalists of our new blog posts and forward relevant information to our own employees through the Intranet. LV No HU Yes Europe Day, Book Fair, Open days (vs Statistical The HCSO is represented at the Europe Day and the Book internal Before Department of literacy activities), STAT Wars Fair exhibition every year. The aim of the participation is – resources 2013 Dissemination, Ms besides presenting the statistical publications of the office - Edina MÁTYÁS- to present and promote the services that the office BODOVICS at provides for users and to popularize data on HCSO's Edina.Matyas@ks homepage for the general public. Colleagues of the h.hu, head of Information Section, present at the event, provide Information information on the available services. We also prepare service, Ms Mária statistical quizzes (we have a special quiz for children). JÓNYER at Open days is a two-day-long event while. We show the Maria.Jonyer@ks visitors the historical building including the own library, the h.hu, head of researchers room and the office of the president. An User relations exhibition of posters is organized concerning currrent section issues and visitors are invited to participate in games (tests Department of related to statistics and the exhibition, statistical games, Szeged, Mr Zsolt experts' corner). STAT WARS competition: It is a KOCSIS-NAGY at competition organized for secondary schools students. The Zsolt.Kocsis@ksh first such competition commemorated WWI and the effects .hu, head of of that on society through historical and statistical contests. Department It was organized in the National Heritage Park in Ópusztaszer. The second such competition was related to the World Savings Day. The competing groups could learn about savings as well as social and economic background of world economic crises through statistical, financial, logic games. FI Yes Statistics Finland participated as a key partner to the The idea has been to help the use of open data available External Before Statistics Apps4Finland competition in 2012, 2013 and 2014 -> from the office. The idea has also been to get feed back contract 2013 Finland/Communi see ” Finland and Finns in the main focus of the 2014 from the users about the usability of the API´s and data cation and Apps4Finland challenges” sets. Information (http://tilastokeskus.fi/ajk/tiedotteet/2014/uutinen_018_2 Services, Head of 014-06-06_en.html) Development Mr. Markku Huttunen (markku.huttunen @stat.fi)

DIGICOM project - Inventory - April 2016

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person

EL No CY No HR No AT No PL No IT Yes Data challenge, a contest to reuse the 9th General This kind of activities are occasional, for example during internal 2013- There isn't a Census of Industry, Services and Non-profit Institutions the General Censuses or on the occasion of the Italian resources 2014 specific unit open data (http://www.istat.it/en/archive/117839) . - days of statistics. involved. Contact Datalab, an event with keynotes and workshops to person: explain tools for map creation, visual and inphografic Michela Troia for displays produced with open data provided by the Non- "Datalab" and profit Institutions Census "Data challenge", (http://censimentoindustriaeservizi.istat.it/istatcens/data- [email protected] lab-censimenti-a-sce-2013-tre-giorni-per-conoscere-e- Monica riusare/ ) - Big data contest, a contest aimed at Scannapieco for rewarding innovative projects related to the use of big "Big data contest", data sources to observe events of national relevance. [email protected]. ES Yes Promotion of publications and official statistics in the We manage a short budget to prepare promotional actions internal Before Dissemination Book Fair (annual event) in Madrid. This is targeted to and to distribute some merchandising. resources 2013 Unit - Maria general public. - Presentations of official statistics in Vinuesa universities and other organisations. - Statistical mariajesus.vinues Olympics (described aboved) - Exhibitions: We have [email protected] carried out some exhibitions of ancient publications in commemoration of some event (Bibliografic Exhibition on the Agrarian Census, Exhibition: Two centuries of statistical charts 1750-1950, Exhibition: Population Censuses in Spain) SE Yes Hack for Sweden – hacktahon, annual event since 2014 Hack for Sweden is a special event and it isn't really internal 2013- Lars Pyk, (see http://www.europeandataportal.eu/en/content/what- incorporated in our work flow resources 2014 communication happened-during-hack4swe) During the weekend of 12- department 13 March 2016, the annual #Hack4Swe took place, with [email protected] Statistics Sweden as one of the organizers. This year, 23 government agencies and organizations participated in this hackathon that provided a common platform for Open Data for students, developers, data journalists, innovators and government agencies to use for developing new services and products based on our API's. Categories: “best community value”, “best business value”, “best visualisation”

DIGICOM project - Inventory - April 2016

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person CZ Yes Giving lectures - people from information services gives Info graphic posters are prepared and printed internally. internal Before Information lectures on high schools and universities on statistical resources 2013 Services units - activities of the CZSO. Conferences, exhibitions - CZSO Petra Kuncová, e- occasionally operates a stand on suitable conferences mail: (Internet in Public Administration, World of Books, 25 petra.kuncova@c years of the Teplice programme - environment and zso.cz External health etc.) Exhibitions - CZSO organizes exhibitions of Communication info graphics at its premises at headquarters and Department - regional offices on interesting statistical topics: History of Michal Novotný, Statistics, History of Censuses, Results of Minicensus; e-mail: Census 2011 results etc. michal.novotny@c zso.cz MT Yes The NSO organised a number of activities in conjunction These are ad hoc activities. internal 2015 or In part this was with World Statistics Day. One of these activities was a resources later coordinated by a reach-out programme among secondary-school committee set-up students. The activities were purposely designed to appositely for the foster the value of statistics among students by means event. However, a of interactive presentations and quizzes. Three events professional were organised, two in Malta and one in Gozo. entertainer was engaged to conduct the quizzes. NO Yes Visiting the Parliament, offering information services in internal Before Too many to their Library. Attending Research and Development resources 2013 single out a fairs, hackathons, attending media gatherings. And a lot specific person or of other, I do not have an overview of all of them. unit. Ragnhild Rein Bore, [email protected], can be contacted for more information about the ones mentioned here RO Yes IE Yes LU Yes In fact we don't practice outreach in a systematic way. internal Before Dissemination Outreach action have been undertaken by using social resources 2013 and media, producing videos and tools like Communication, http://www.statistiques.public.lu/fr/population- Guy Zacharias emploi/rp2011/projecteur-RP/index.html BE No

DIGICOM project - Inventory - April 2016

Outreach practices Since Country Experience Activities How does it function in your office? Resources when? Contact person PT FR Yes We never experienced such activities, but we are External 2015 or Guillaume currently thinking about organizing a hackathon in 2016 resources later Mordant : or early 2017 around the dissemination of our guillaume.mordan business registrar. [email protected] Good practice UK Government Communication Service - https://gcs.civilservice.gov.uk/ outside the ESS

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person IS No DK Yes All our public data can be accessed via our free and internal 2013- Lars Knudsen open API ( see: We do not engage in linked open data resources 2014 ([email protected]) IT yet. api.statbank.dk) CH Yes Major player and stakeholder in the Swiss Open Gov. We're still trying to put in place appropriate workflows. internal Before Unit Data portal (http://opendata.swiss); - We have our own Ultimate aim is to use our LOD datastore as unique data resources 2013 "Dissemination Linked data prototype portal (http://data.admin.ch), with source for all our online activities, as well as making it and Publications", SPARQL end-point. - Implementing best practices in available at large to all interested parties. cf. Alain Nadeau terms of metadata and SDMX. LT Yes DE Yes Destatis acts as a data-provider. Database contents are Nightly build runs produce a set of special JSON-Files internal Before Head of Section provided for the portals govdata.de (administrative data) containing metadata of every database table. The resources 2013 Webservices, and geoportal.de (maps, aerial views and thematic maps harvesting mechanism of the govdata portal analyse this Jürgen from Germany). Furthermore our database offers an API set of files. Kiekenbeck, to download machine-readable data. You can find a juergen.kiekenbec tutorial concerning the web services on the web site: [email protected] https://www- genesis.destatis.de/genesis/misc/GENESIS- Webservices_Einfuehrung.pdf SK Yes There is a central Slovak web-site of open data As above internal 2013- Branislav (managed by the Ministry of Interior of the Slovak resources 2014 Neborásek Republic - https://data.gov.sk/en/. Until now, the SO SR Director of has published 586 datasets in total on the website (i. e. Comprehensive much more than any other institution of the Slovak Publications and

DIGICOM project - Inventory - April 2016

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person Republic). Presentation Technologies Dept. UK Yes Several websites are available to assist the Dissemination of statistical outputs to the website is a well- internal Before Darren Barnes - dissemination of open data. • ONS website established process and controlled under our official code resources 2013 darren.barnes@o [https://www.ons.gov.uk/] – generally released XLS data of practice. Outputs are prepared and submitted for ns.gsi.gov.uk with some CSV released via Open Government License, dissemination as part of scheduled release protocols. • plus JSON API • Data Explorer Producing machine-readable open data formats requires [http://web.ons.gov.uk/ons/data/dataset-finder]– data some manual data wrangling happens to deconstruct and available via XLS, CSV and XML. An API is also structure data outputs accordingly. Small teams exist to available for machine service carry out this process in line with the agreed release [https://web.ons.gov.uk/ons/apiservice/web/apiservice/h protocols. ome] • NOMIS [http://www.nomisweb.co.uk/] – data Linked Open Data • Geography portal – providing geographic products to users using RDF and semantic web technologies • Linked open data pilot to convert population, business and earnings statistics into RDF • Linked open data interdepartmental collaboration – connecting linked open data formats NL Yes Open Data All our statistics are available free of charge through our internal 2015 or Sector Project StatLine open data portal (the database contains 3,700 resources later Management tables) Services, Dennis Ramondt, [email protected] EE Yes Statistical database available as open data (PX Files, It is government policy to make as much as possible internal Before Marketing and CSV) Currently we are replacing Statistical database available as open data. All data is made publicly available resources 2013 Dissemination platform (OECD .STAT) to allow all data in SDMX and in statistical database: http://pub.stat.ee/px- department, Alan SDMX-JSON formats and also use SOAP and REST web.2001/dialog/statfile1.asp Vask queries to get machine readable open data. document ([email protected] management systems metadata and some non e) restricted data is also available as open data. Linked data is next step as a vision but no specific steps have been made. .Stat platform will enable linked data at technical level. LV Yes CSB dissemination database is legally and technically internal Before Uldis Ainārs, open (TSV, CSV a.o. formats for download), all datasets resources 2013 Director of can be accessed also via API. There is no bulk Information, download facility. publication and printing department, uldis.ainars@csb. gov.lv

DIGICOM project - Inventory - April 2016

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person HU No FI Yes Renewed terms of use in 2012 grant a universal, free-of- Several API´s have been prepared to the open data internal Before Communication charge, irrevocable, parallel right of use to the staitistical datasets: -> see ”Statistics Finland, open data and resources 2013 and Information material. In practise the copyrights follow Creative interfaces” (http://www.stat.fi/org/avoindata/index_en.html) Services, Head of commons BY licence -> see ”Copyrights and Terms of Development Mr. Use” Markku Huttunen (http://www.stat.fi/org/lainsaadanto/yleiset_kayttoehdot_ (markku.huttunen en.html) Seminar about the use of Oped data: -> see @stat.fi) (http://www.stat.fi/ajk/tapahtumia/2014-11- 19_tiedolla_johtaminen_ja_avoin_data.html ; in Finnish only) Customer course about the use of Statistics Finland´s open data API´s: see-> (http://www.stat.fi/tup/koulutus/koulutus_k16tietokannat. html ;in Finnish only) EL Yes An option of the upgraded portal of ELSTAT is the internal Before Electronic Data dissemination of open datasets, in SDMX format, via resources 2013 Information web services. Furthermore, ELSTAT is a key supplier of Section Ms open datasets for governmental portals. Styliani Trekla Tel: +30 213 135 2198 s.trekla@statistics .gr CY Yes CYSTAT adopts the ESS declaration for the PSI CYSTAT publishes all its statistics on the website mainly in internal 2013- Dissemination directive of the EU Commission, for providing its a machine readable form (XLS) free of charge. All the resources 2014 unit. Mr George statistics free of charge as a public good irrespective of information on the website is available free of charge. Theodoulou subsequent use. This provision is included in CYSTAT's (gtheodoulou@cy dissemination and pricing policy document which is stat.mof.gov.cy) available on its website. In the framework of the PSI directive CYSTAT provides data on the Open Data portal of the government (www.data.gov.cy). HR No AT Yes Statistics Austria developed an open data webpage The creation of data sets relevant for publication on the internal 2013- Quality http://data.statistik.gv.at/web/ where data according to open data webpage is integrated in the production flow for resources 2014 Management and open data principles are available. This web page is the statistical database STATcube. As a general rule it can Methods synchronized with the general open data webpage for be said that everything what is available free of charge can Thomas.burg@st open data in Austria relevant for public administration be integrated in Open Data. For some special data sets atistik.gv.at (e.g. cartographic geometries) special procedures have to be launched. PL Yes A project "Development of guidelines for publishing 2015 or Mr. Mirosław statistical data as linked open data" has started in later Migacz, e-mail: January 2016 and is expected to finish in January 2018. [email protected]

DIGICOM project - Inventory - April 2016

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person No project products available as of yet. ov.pl IT Yes Istat participated in the working group of the Data and analysis from the Italian National Statistical internal Before Unit involved: Commission to coordinate the System of Public Institute are licensed under a Creative Commons License – resources 2013 Management of Connectivity of DigitPA, contributing to the drafting of the Attribution – 3.0. Most of Istat's statistics data available on Big Data, Open “Guidelines for semantic interoperability through Linked dati.istat.it (Istat corporate data warehouse and the main Data and Open Data”. - Member of the task force of Italian Digital channel that Istat uses for data dissemination) are multidimensional Agency (AGID) for defining the “Linee Guida per la disseminated also through SEP, a web service that can be data contact valorizzazione del patrimonio informativo pubblico” - queried to get structured data in SDMX format. We person: Stefano Three editions of the Data Journalism School Istat/Ahref converted all I.Stat datawarehouse to RDF, exposed it as De Francisci, foundation - Istat promoted AppsForItaly, the Italian Linked Open Data and made it accessible via SPARQL. [email protected] competition on open data (2012) - Member of an Making Istat’s data available as Linked Open Data would Monica Eurostat task-force on "Common ESS conditions for facilitate data reuse within the statistical domain but more Scannapico, access to and re-use of data" (2012) - Participation in importantly it would allow third-party data consumer to [email protected] the national action Plan G8 Opens Data proceedings - more easily combine statistical data with other contextual Maurizio Firmani, Organization of International Open Data Day (2013 and information. [email protected] 2014) - Organization of the Italian data contest "#Censimenti Data Challenge" to promote the reuse of Industry and Services Census data (2014) - Participation to NSO Study Group on Open Data (World Bank) proceedings - “Open Data Challenges and Opportunities for National Statistical Offices”(2014) - International Journalism Festival (Perugia). Hackathon's organization with Census and statistics Data - Organization of Hack4DigitalGov (2015) We have two websites dedicated to Linked Open Data: http://datiopen.istat.it/ http://linkedstat.spaziodati.eu/ ES Yes 1. Automatic publication of relevant information and On a regular basis (two weeks) we extract an RDF file from internal 2013- Dissemination datasets in the National Open data portal: datos.gob.es . our systems with all the metadata needed to publish in the resources 2014 Unit - Alicia INE has 200 datasets (at the statistical operation level) open data portal (datos.gob.es). Data remain always in our Fernández published in this portal. There is also a special section systems. (alicia.fernandez.s called Open data in INE website: [email protected]) http://www.ine.es/ss/Satellite?L=en_GB&c=Page&cid=1 259942408928&p=1259942408928&pagename=Produc tosYServicios%2FPYSLayout 2. API Json published (in 2015) to allow automatic exploitation of our output database. (http://www.ine.es/dyngs/DataLab/en/manual.html?cid=4 5) 3. INE is publishing microdata as Public Use Files for more than 40 statistical surveys (specially household surveys) which are very appreciated by the users. (http://www.ine.es/en/prodyser/microdatos_en.htm) SE Yes Our experience is limited. We took part in a Linked Open Apart from making our API's available ( see internal 2013- CG Hjelm, Hans

DIGICOM project - Inventory - April 2016

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person Data project (initiated and led by another government http://www.scb.se/en_/About-us/Open-data-API/) we have resources 2014 Irebäck, research agency Vinnova is Sweden’s innovation agency) a few not incorporated this in our work flows. and development years ago but after this project we have not done any department more work in this field. clausgoran.hjelm @scb.se, hans.ireback@sc b.se CZ Yes CZSO is very active in this area within the public Election results: immediately after data processing special internal 2013- Public Database administration in the Czech Republic. There is a special output in open format is published at the website. Other resources 2014 Unit - Martin site on the web dedicated to Open data: files were prepared manually - Census results are not Černý, e-mail: http://www.volby.cz/opendata/opendata.htm (only in updated, classifications are updated only rarely. Tables in martin.cerny@czo Czech) We publish election results regularly (CZSO is public database are standard output prepared s.cz responsible for election results processing) at Basic data automatically as one of exporting formats. from Census 2011 are accessible in open format, also selected classifications are available at this time. Tables in public database can be exported in XML format with description. MT No NO Yes We offer some of Our most popular data in an open data internal Before Jan Bruusgaard, format, see http://www.ssb.no/en/omssb/tjenester-og- resources 2013 [email protected] verktoy/api From early May all of Our statbank will be available as open data, see http://www.ssb.no/en/statistikkbanken. We also offer some of Our metadata as open data in the goverment run open data hotel, see http://data.norge.no/ (Norwegian only) RO No IE Yes LU Yes All the tables of our statistics portal are available in Internal 2015 or Dissemination EXCEL, CSV and XML format. An API does not exist resources later and actually. Tables will soon (April 2016) be available on communication, the Open Data Portal of Luxembourg. Tests have Guy Zacharias already been made and were successfull. BE Yes We publish structured data in specific open data formats The production of open data is very much linked to our Internal 2015 or Dissemination unit on our Statistics Belgium Open Data Portal . datawarehouse system. Data stored in our datawarehouse resources later Lucia.Decuyper@ are gradually transformed into open data files if it is economie.fgov.be appropriate to do so. This requires training of involved and statisticians. DataWareHouse unit Youri.Baeyens@e conomie.fgov.be

DIGICOM project - Inventory - April 2016

Open Data/ Linked Open Data Since Country Experience Activities How does it function in your office? Resources when? Contact person PT Yes All the data on the web portal is freely available and in Internal 2013- Department of format which is not commercial-dependent (e.g. CSV resources 2014 Methodology and format and PDF); Additionaly has a cooperation with Information dados.gov initiative in order to provide statistical data in Systems (Jorge a standard and open way to everyone. Magalhães: jorge.magalhaes @ine.pt) and Communication and Image (Manuela Martins: manuela.martins @ine.pt) FR Yes Insee.fr presents an offer of data files online These activities are managed by the dissemination Internal Before Franck Cotton disseminated in several open data formats : csv, xml, business unit and IT people. Regarding the Census resources 2013 franck.cotton@ins rdf... geojson files for geographical information... figures, the RDF data are created in the dissemination ee.fr Publication of metadata (classifications, geographic phase, from the same sources used for other codes) and figures from the Census as RDF. RDF data dissemination formats. They are published at the same are available as downloadable files and through a time. RDF metadata are currently converted from other SPARQL endpoint (http://rdf.insee.fr/sparql). existing publication formats (e.g. Excel), but Insee's central metadata repository is moving to RDF, so it will also be the main language in the next future and other formats will be produced from it. Good practice http://www.swirrl.com/ http://opencube-toolkit.eu/ outside the ESS ODI: http://theodi.org New York Times dados.gov (http://www.dados.gov.pt) Most important libraries publish their resources as RDF, see for example the Library of Congress : http://id.loc.gov/ Another good reference is FAO's Agrovoc: http://aims.fao.org/fr/agrovoc

Additional experiences Country Additional experiences What did NOT work? IS DK CH LT Statistics Lithuania provides Public data files: http://osp.stat.gov.lt/en/viesos-duomenu-

DIGICOM project - Inventory - April 2016

Additional experiences Country Additional experiences What did NOT work? rinkmenos DE SK At present, the SO SR has not a complete CRM-system, but we record and analyse relations to customers using the Information Service software (developed in the Czech Republic) - i. e. it focuses mainly on the area of the statistical information provision. 2. Web analyses of the SO SR web-site are conducted using the Google Analytics instrument. UK Open Data: Currently undertaking a Linked Open Data pilot study to understand the Automated restructuring of statistical excel outputs into structured CSV formats. The costs and complexity of becoming an linked data provider. We are using the ODI Open Data challenges around taking statistical spreadsheets and deconstructing to become machine- Maturity Model: http://theodi.org/guides/maturity-model This assessment identifies readable were significant. They are also prone to significant errors in transformation. This type strengths and weaknesses and areas of improvement to optimise progression, with of effort might offer the quickest win to producing open data formats but is a false economy practical recommendations to help achieve goals. and is a blocker to any standardisation and harmonisation efforts that make open data truly accessible for users. System reengineering and upstream processes are short term investment pieces but will prove significant in moving to into the open and linked data. YouTube. We wrote about why here: http://blog.ons.digital/2015/08/18/video-its-role-at-the-ons/ NL The project ‘topsectoren’ provides independent numbers on the effectiveness of Dutch policy to stimulate certain economic sectors economically. We also take a more phenomenon-oriented approach in our communication, explaining how various aspects of one phenomenon interrelate and interact. We feel that a phenomenon cannot be well-described by just one single indicator. Statistics based on Big data. E.g. Traffic statistics based on traffic induction loop data We have a dedicated website for businesses, with information both for respondents but also the results of the surveys in which they take part. EE LV CSB has not organised any outreach activities but Public Relations Specialist has participated in Open data hackathon organised by School of data in Latvia. CSB also has promoted its Dissemination database and Public Use Files (Labour Force Survey and Household Budget Survey). HU FI New model of information services: Centralised information services and information We launched a service point pilot with/in Helsinki University Library during 2013-2014. The aim specialists, modern service channels (for example chat). Microsimulation: Statistics was to reach more customers from reseachers and university teachers and students, which Finland develops, maintains and distributes the SISU microsimulation model that didn't success. models the personal taxation and social security systems of Finland. The SISU model is a calculation tool intended for the planning, monitoring and assessing of personal taxation and social security legislation. Microsimulation models have been used for quite some time now in Finland in the drafting of legislation on social security benefits and income taxation. Microsimulation models can be used to calculate from unit-level data on a sample representing the whole population the overall effects of legislative amendments on different types of households as well as the whole population. The models are used to estimate tax revenues in the public sector, to examine the financial positions of individual persons and households, and to study income differentials and incentive effects. The model has been developed at Statistics Finland since 2011 in

DIGICOM project - Inventory - April 2016

Additional experiences Country Additional experiences What did NOT work? close co-operation with the Research Department of the Social Insurance Institution of Finland. The development work included also several experts from the Ministry of Finance, the Ministry of Social Affairs and Health, the National Institute for Health and Welfare, and the Government Institute for Economic Research. Micro Data: Statistics Finland's researcher services offer unit-level data, i.e. microdata, for scientific studies and statistical surveys. Modes of data delivery comprise: · Use of data via the remote access system · Use of data at the Research Laboratory · Release of sample data to the researcher. EL CY HR AT Statistical literacy: (Austrian) teachers have specific qualifying opportunities – they do rather not attend “trainings” or workshops outside this scheme. PL IT ES SE A couple of years ago we conducted a user survey (same as Finland) which didn’t yield any really useful results. We believe that the main reason for that is how the questions were formulated, e.g. "how do you like the design?", "do you find the language clear?" "do you find our site modern?" "do you find our site easy to navigate?" etc. Knowing THAT they find our site modern or not didn't help is in identifying what needed to be improved. We did get around 600 free text replies but these were not very useful to us, mainly because they were relatively few compared to the overall number of replies and they didn't give us enough clues to what worked for users and what didn't. CZ MT Nothing to add...but we are still learning about the best approaches. NO RO IE CSO has been trying to automate a good quality paper printing solution from our electronic release and CMS suite that automatically lays out the electronic releases in PDF type format for printing but to date hasn't been successful in finding an optimal solution. We are still looking for a solution to this issue. LU Videos of our press conferences are getting very positive feedback and ratings, but the number of clicks or views is disappointing. BE PT It is important to mention also with an experience with direct "reporting to respondents", basically to enterprises and institutions that responds to surveys.

DIGICOM project - Inventory - April 2016

Additional experiences Country Additional experiences What did NOT work? Statistics Portugal started in 2015 with this initative which delivers more detailed statistics to the respondent (user) trying to involve the respondent in the statistical process, showing the importance of his answers to the disseminated results. FR linked open data: The choice or conception of vocabularies, the design of the naming and identification schemes are more difficult than the actual production of the RDF triples. Also, concrete applications will convince more than theory about the semantic web.

Suggestions for the future Country Suggestions for the future (DIGICOM) Suggestions for the future (all ESS areas) IS DK CH A note on this form. It's not possible, sadly, to comment or point to a "good practice in the field" if one answers "No" to the questions "Do you have experience in the area etc.". LT outreach activities and statistical literacy experience would be desirable. DE We have no experience in user needs assessment and user profiling. We would Some generally usable output on statistical literacy. therefore like to learn more about that. We expect some generally usable output on statistical literacy. Maybe we could copy some other outreach activities. We would like to copy/further develop some innovative products (for example visualisations). SK Development of visualisation tools possibly in the consistent form within the ESS, that could be used free by each ESS-member. UK Any user research that tells us more about potential commonalities between users of Re. Open Data, an understanding of the maturity level of other NSIs as mapped against the European statistics and users of national statistics, or that helps us fill gaps in our ODI maturity model and a focus on standards across the global statistical community to knowledge about use cases for online services. Dashboard of helpful metrics that may increase the openness and interoperability of our data. provide some benchmarking data for what success looks like in presentation and dissemination of statistics online. European statistics that meet the UK's digital by default standard so we can promote any products on the UK website. NL EE Common methodology for mentioned activities so the results can be compared internationally. LV Statistical literacy, Outreach activities. Products that can be adjusted, translated and reused at national level. HU FI Developing of the common practices and tools for example: - web anlalysis - user satisfaction surveys - cooperation methods with educational institutions and media - statistical literacy activities (for instance statistical literacy competitions together with

DIGICOM project - Inventory - April 2016

Suggestions for the future Country Suggestions for the future (DIGICOM) Suggestions for the future (all ESS areas) the ISLP) - animations - visualisation. EL Development in ELSTAT of activities related to CRM and Communication Strategy, as well as outreach practices, which have not yet been developed. CY User needs assessment and user profiling methods. More specific information could In general, more ESS oriented activities. be provided after the initial phase of the project. HR To be more up-to-date with today’s way of communications , the CBS has engaged itself more in communicating official statistics on different media platforms. Since using different communication approaches to different target groups is essential, there is a reasonable necessity to make new user profiling to obtain actual and objective assessment of user needs. Therefore, developing of criteria and guidelines for user profiling would be valuable asset for our future activities and possible thinking about implementation of CRM. Developing joint web analytics tool for official statistics websites would be highly appreciated. Since communication of statistics in a clear, interesting and more attractive way, is becoming more and more complex we would like to gain insight into new techniques used by the others. Also, we would like to put emphasis on the challenges for the future promotion of statistical literacy and possibility of developing joint products for statistical literacy. AT PL We would like to know what are experiences of other offices in creating and managing social media profiles so far. Our interest relate whether offices have institution profiles only (or also profiles of particular statistical products), are the profiles in various social media integrated (if the same substantive information are published or they are varied due to specific needs of users of particular media). We would also like to know good practices of other offices in profiles management as well as problem areas on which we should pay attention. Other countries experience in creating and using CRM are also in the area of our interest. This knowledge will help us to improve communication with users and to satisfy their needs more efficiently.Common standard of API (Application Programming Interfaces) providing on-line access to data. Reliable web services and easy to use implementations of the standard API in national statistical institutions and Eurostat (which in fact is Linked Open Data in practice). Having such infrastructure each member of ESS will be able to use common tools (web applications such as analytical platforms, dashboards, widgets as well as mobile applications) developed in other country. Then we should create a common web repository of tools (something similar to GitHub) where all new programs developed in ESS should be stored and from which can be downloaded for testing and reuse (The Task Force “Data Visualisation” is working on it). Providing accurate and reliable documentation (manuals, code description (what is the input and output and what each function do) is also crucial for successful creation of common data and software environment for European Statistical Linked Open Data and Tools, which crate real value added for statistical services and users as well. IT ES It would be desireable to have a CRM system to integrate all user requests in order to

DIGICOM project - Inventory - April 2016

Suggestions for the future Country Suggestions for the future (DIGICOM) Suggestions for the future (all ESS areas) extract conclusions about future needs. - Common architecture to serve statistical data (including visualization tools) would be useful for users and producers - Guidelines on how to improve SEO and perform an effective web analysis, SE We find the goals of the Digicom project very relevant and believe that we will have a lot to gain from the project if it is successful. CZ MT A regular user satisfaction survey conducted centrally at European level. NO RO we are interested in: user profiling, web analysis, statistical literacy, outreach activities, or Linked Open Data IE CSO is interested in seeing all these common interests shared/developed through All of the areas mentioned above are of interest to the CSO DIGICOM LU We are actually investing a lot in digital, interactiv publications (Luxembourg in figures, Digital publications, Infographics, interaction with social media. Exploring Luxembourg) https://play.google.com/store/apps/details?id=lu.statec.LuxStatsAndroid https://play.google.com/store/apps/details?id=lu.sip.luxembourgEN This should be a topic of high priority. BE A CRM tool specificaly aimed at official statistics, that could be shared among the idem NSI's. A user profiling tool of the same kind. PT FR User satisfaction and user profiling: a standard online questionnaire, CRM : a common review and benchmark of open source software allowing for easy CRM - designed and handled by an open source software (limesurvey type), fastly and easily handling users and products information. User interaction via social media: a common review reuseable-adaptable in all NSIs, aiming at measuring user satisfaction on one side, and benchmark of solutions to measure activity and opinions expressed through social media and at user profiling on the other side. (e-reputation, qualifying comments from users, tracking their subjects of interest...) Web analysis: A complete toolkit of web logs analysis based on a web analysis open Outreach: a manual on how to organize a hackathon from A to Z in Statistical activities, and in source software, and data analysis programs (in R for instance) to handle the web particular data management, dissemination and communication processes (user profiling, web logs. analysis, design of literacy media, of interactive products, of apps, of serious games apps, of APIs...) Linked Open Data: vocabularies, best practice, common models and metadata.