Users Satisfaction Survey & Users & producers dialogue - - PowerPoint PPT Presentation

Palestinian Central Bureau of Statistics

Users Satisfaction Survey & Users & producers dialogue

Haitham Zeidan Dissemination and Documentation Department

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Users satisfaction survey aims to measuring users’ satisfaction on data and services provided by PCBS as a sole official source of statistics in Palestine, Also measures the extent of using statistics in planning and decision-making It also measures the general satisfaction of users with quality indicators to the statistical surveys and data.

Introduction

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The types of services provided by PCBS including:

• Statistical Reports and data
• Statistical Releases, Brochures
• PCBS Press Releases.
• Statistical Calendar
• Statistical Indicators
• Statistical Atlas
• Users Services
• Workshops, Seminars and Conferences
• PCBS Website, and Statistical Databases on PCBS website
• Social media

Introduction

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Historical view

2003 2008 2010 2013 2016

5 Communication with users

Phone/ Fax Website Users Services Email Conferenc es Press releases Social media

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The importance of this survey is that it enables PCBS to identify users’ needs to be considered in PCBS future plans. The main objectives are the following:

• The favourite way for users to receive PCBS data and

services

• The purpose to use PCBS data
• Measure the users’ satisfaction with PCBS services and

data (in general and detail).

• Measure the users’ satisfaction with the quality indicators

in regards to the statistical data

• Expectations of the users regarding what PCBS should do

to meet their needs

Objectives

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Objectives

• Data
• Services

PCBS

• Individual
• Institution
• Website Users

Users

• Satisfaction Rate
• Development field
• Results
• Recommendation

Users satisfaction survey

• Improvement Services
• Improvement Quality
• Meet of users needs

PCBS

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Methodology

❑ The survey measures the extent of users satisfaction on data and services provided by PCBS (internal use). ❑ The survey was prepared based on the international standards and expertise; especially, the expertise of Eurostat, the British, Croatian and Greek statistics. ❑ The targeted group survey population are the users of individuals, institutions and PCBS website

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Methodology

❑ The survey was performed by using electronic questionnaire,

• nline questionnaire with users (individuals and institutions), and

web survey with PCBS website users ❑ The questionnaire survey was divided into several sections, General Information, relationship with PCBS, general satisfaction, satisfaction with the services provided by PCBS, general satisfaction with the quality indicators and development fields

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Methodology

All users (institutions), in Palestine and abroad, of PCBS services and data statistics during 01/07/2015 to 31/07/2016 (270 institutions) All users (individuals), in Palestine and abroad, of PCBS services and data statistics during 01/07/2015 to 31/07/2016 (972 individuals) All users of PCBS website

Sample design: One Stage Stratified random sample. The sample size is 135 institutions and 275 individuals

The population was divided by

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Institution frame distribution

Ministry or government

• rganization , 55

International Organization , 54 Palestinian NGO, 57 Media, 16 Private Organization, 66 Research / consultancy, 7 University or Academic college, 15

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Highlights

❑ The response rate of survey is good ❑ There is high satisfaction with the services and statistical data provided by PCBS ❑ There is a lack of knowledge of the number of users with PCBS social media (Facebook-Twitter-YouTube) ❑ A high percentage of government and private institutions use statistical data for the purposes of planning or decision-making

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Highlights

❑ The need to further improve statistical data quality ❑ Improve the design of PCBS website, and the development of its

• wn search engine

❑ The need for PCBS to develop its work in respect of data availability with more details, and coverage of new surveys

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Recommendations

❑ Improve statistical atlas, Press Releases, and Statistical Calendar ❑ Regular update of data ❑ Data availability for previous periods (time series). ❑ Promote using the statistical number in planning and decision- making. ❑ More details on level of statistics ❑ Design of PCBS website, and improve the search engine in PCBS website ❑ The implementation of new statistical surveys ❑ Promoting for PCBS official website on social media

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1.4 1.9 2.4 3.8 4.3 35.5 50.7 0.0 10.0 20.0 30.0 40.0 50.0 60.0 Press releases Workshops, Seminar, Conferences Phone/ Fax Visit the Users Services Department Social media Email Website Percentage distribution of preference way for users to receive PCBS data and services

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3.3 5.5 11.4 16.5 28.2 35.7 81.9 0.0 20.0 40.0 60.0 80.0 100.0 Advertising Legal issues Press reports Monitoring and Evaluation Decision making Planning Research and Studies Percentage of users using PCBS data by purpose to use

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2.3 11.4 28.4 30.7 52.3 58.0 70.5 4.0 5.7 12.1 8.6 27.6 31.6 88.5 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0

Monitoring and Evaluation Advertising Decision making Legal issues Press reports Planning Research and Studies

Individuals Institutions

Percentage of using PCBS data by purpose to use

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Percentage distribution of the general satisfaction with the PCBS services and data 88.4 8.9 5.9 Satisfied / Very Satisfied Uncertain Unsatisfied / Very Unsatisfied

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43.5 64.5 73.0 78.1 79.4 85.1 89.6 95.1 26.5 66.7 63.8 81.6 72.5 79.0 88.0 89.7 0.0 20.0 40.0 60.0 80.0 100.0

PCBS Social media (Facebook, Twitter, YouTube) Statistical Atlas Statistical Calendar Statistical Databases on PCBS website PCBS Press Releases Statistical Releases, Brochures Statistical Indicators Statistical Report

Individuals Institutions

Percentage distribution of the general satisfaction with the quality of PCBS statistical products

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51.8 59.8 63.5 65.0 66.2 74.2 74.9 76.6 78.6 83.7 85.6 0.0 20.0 40.0 60.0 80.0 100.0 Workshops, Seminars, Conferences PCBS Website on the Social Media (Facebook, Twitter, Youtube) Statistical Atlas Users Services Department Statistical Calendar PCBS Press Releases Statistical Databases on PCBS website Statistical Releases, Brochures Official Website Statistical Report Statistical Data

Percentage distribution of the general satisfaction for PCBS website users with the quality of statistical products

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56.4 65.1 65.2 65.5 68.4 68.8 72.0 77.0 79.1 79.5 82.3 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 Availability of external related links Design of PCBS website The search engine in PCBS website Regular update of data Data availability for previous periods (time series) Keeping design consistency while moving from one page to another Ease of accessibility to website pages Data availability on PCBS website Accessibility to PCBS website from search engines Data files in different formats (PDF, Word, Excel) Data download speed from PCBS Website

Percentage distribution general satisfaction for PCBS website

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Average of Satisfaction with PCBS Users Services

85.2 8.9 5.9

Individuals

Satisfied / Very Satisfied Uncertain Unsatisfied / Very Unsatisfied 85.3 13.2 1.5

Institutions

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7.0 8.1 12.5 12.7 13.9 23.3 28.1 0.0 10.0 20.0 30.0 Data presentation in tables and figures Change the format of Survey reports Improve timeliness PCBS website Public use file Coverage of new surveys Data availability with more details

Percentage distribution of PCBS great need to develop its work from the point of view of individual

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4.4 5.1 5.6 9.0 10.8 12.2 17.4 0.0 5.0 10.0 15.0 20.0

Change the format of Survey reports Data presentation in tables and figures PCBS website Public use file Improve timeliness Data availability with more details Coverage of new surveys

Percentage distribution of PCBS great need to develop its work from the point of view of institution

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Users - Producers Dialogue

❑ Since its establishment, PCBS was keen to keep the user-producer dialog as a main pillar for its overall mission. ❑ Coordination and consultation with data users ,and stakeholders is key and has taken many forms including conferences, workshops and focused groups meetings to discuss results of key surveys and receive feedback for better tailoring of activities to serve users’ needs.. ❑ In this context, PCBS organized 39 workshops, 5 conferences.

27 Special Event on the Occasion of the International Day of the People with Disabilities

28 A Workshop on CEDAW Treaty

29 The following table shows the number of activities implemented by PCBS under the Users - Producers Dialogue Program during 2010 – 2018.

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