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