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Improved avaliability for respondents – Respondent service

The initiative by Statistics Sweden aims to improve accessibility and reduce respondent burden for public sector surveys. By implementing a centralized respondent service, the project has successfully decreased the volume of incoming calls by over 15%, minimized the need for respondents to reach out, and provided quick answers through a dedicated phone number and email address. Additionally, a knowledge base and an advanced case management system streamline inquiries, while comprehensive web resources enhance information accessibility for survey participants. Future plans include scaling the service for long-term efficiency.

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Improved avaliability for respondents – Respondent service

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  1. Improvedavaliability for respondents – Respondent service Public Sector Surveys Unit Statistics Sweden

  2. 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

  3. 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

  4. Reduce the need to contactStatisticsSweeden • Standardized letter of information • Respondents consult the survey web page

  5. Improved availability • Separate the different elements of the work a more efficient way of working • One phone number and one e-mail address

  6. Tools required • Knowledge base • Case management system

  7. 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

  8. Reactions from respondents • Quick answers • Information on survey web pages • One phone number and one e-mail address

  9. Future • Economies of scale • Long term suggestion – centralized respondent service at Statistics Sweden

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