Improved avaliability for respondents – Respondent

service

Public Sector Surveys UnitStatistics Sweden

Background• Reducing the respondent burden as well as human

resources

• Lack of well organized system for handling incoming questions

• Several surveys being conducted at the same time

Background• Respondent service with the aim to:

• Increase availability for respondents

• loose less than 15 % of the incoming phone calls

• reduce the need for respondents to contact us in the first place

Reduce the need to contact Statistics Sweeden

• Standardized letter of information

• Respondents consult the survey web page

Improved availability

• Separate the different elements of the work a more efficient way of working

• One phone number and one e-mail address

Tools required

• Knowledge base

• Case management system

Results

• Decreased number of incoming calls

• Why the calls continue to decrease:• Multi skilled staff• Output from case management system• Improved instructions and information on survey

web pages

Reactions from respondents

• Quick answers

• Information on survey web pages

• One phone number and one e-mail address

Future

• Economies of scale

• Long term suggestion – centralized respondent service at Statistics Sweden