Palestinian Central Bureau of Statistics Users Satisfaction Survey & Users & producers dialogue Haitham Zeidan Dissemination and Documentation Department
Introduction 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. 2
Introduction 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 3 • Social media
Historical view 2003 2008 2010 2013 4 2016
Phone/ Fax Social Website media Communication with users Press Users releases Services Conferenc 5 Email es
Objectives 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 6 • Expectations of the users regarding what PCBS should do to meet their needs
Objectives Users PCBS • Satisfaction Rate • Data • Development field • Services • Individual • Improvement Services • Results • Institution • Improvement Quality • Recommendation • Website Users • Meet of users needs Users satisfaction PCBS survey 7
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 8
Methodology ❑ The survey was performed by using electronic questionnaire, online 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 9
Methodology The population was divided by 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 10 Sample design: One Stage Stratified random sample. The sample size is 135 institutions and 275 individuals
Institution frame distribution University or Academic Research / college, 15 consultancy, 7 Ministry or government organization , 55 Private Organization, 66 International Organization , 54 Media, 16 Palestinian NGO, 11 57
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 12
Highlights ❑ The need to further improve statistical data quality ❑ Improve the design of PCBS website, and the development of its own search engine ❑ The need for PCBS to develop its work in respect of data availability with more details, and coverage of new surveys 13
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 14 ❑ Promoting for PCBS official website on social media
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Percentage distribution of preference way for users to receive PCBS data and services Website 50.7 Email 35.5 Social media 4.3 Visit the Users Services Department 3.8 Phone/ Fax 2.4 Workshops, Seminar, Conferences 1.9 Press releases 1.4 16 0.0 10.0 20.0 30.0 40.0 50.0 60.0
Percentage of users using PCBS data by purpose to use Research and Studies 81.9 Planning 35.7 Decision making 28.2 Monitoring and Evaluation 16.5 Press reports 11.4 Legal issues 5.5 Advertising 3.3 17 0.0 20.0 40.0 60.0 80.0 100.0
Percentage of using PCBS data by purpose to use 88.5 Research and Studies 70.5 31.6 Planning 58.0 27.6 Press reports 52.3 8.6 Legal issues 30.7 12.1 Decision making 28.4 5.7 Advertising 11.4 4.0 Monitoring and Evaluation 2.3 18 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0 100.0 Individuals Institutions
Percentage distribution of the general satisfaction with the PCBS services and data 5.9 8.9 Satisfied / Very Satisfied Uncertain 88.4 Unsatisfied / Very Unsatisfied 19
Percentage distribution of the general satisfaction with the quality of PCBS statistical products 89.7 Statistical Report 95.1 88.0 Statistical Indicators 89.6 79.0 Statistical Releases, Brochures 85.1 72.5 PCBS Press Releases 79.4 Statistical Databases on PCBS 81.6 website 78.1 63.8 Statistical Calendar 73.0 66.7 Statistical Atlas 64.5 PCBS Social media (Facebook, 26.5 Twitter, YouTube) 20 43.5 0.0 20.0 40.0 60.0 80.0 100.0 Individuals Institutions
Percentage distribution of the general satisfaction for PCBS website users with the quality of statistical products Statistical Data 85.6 Statistical Report 83.7 Official Website 78.6 Statistical Releases, Brochures 76.6 Statistical Databases on PCBS website 74.9 PCBS Press Releases 74.2 Statistical Calendar 66.2 Users Services Department 65.0 Statistical Atlas 63.5 PCBS Website on the Social Media 59.8 (Facebook, Twitter, Youtube) Workshops, Seminars, Conferences 51.8 21 0.0 20.0 40.0 60.0 80.0 100.0
Percentage distribution general satisfaction for PCBS website Data download speed from PCBS Website 82.3 Data files in different formats (PDF, Word, Excel) 79.5 Accessibility to PCBS website from search engines 79.1 Data availability on PCBS website 77.0 Ease of accessibility to website pages 72.0 Keeping design consistency while moving from one page 68.8 to another Data availability for previous periods (time series) 68.4 Regular update of data 65.5 The search engine in PCBS website 65.2 Design of PCBS website 65.1 Availability of external related links 56.4 22 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 90.0
Average of Satisfaction with PCBS Users Services Institutions 1.5 13.2 Individuals 85.3 5.9 8.9 Satisfied / Very Satisfied Uncertain 23 85.2 Unsatisfied / Very Unsatisfied
Percentage distribution of PCBS great need to develop its work from the point of view of individual Data availability with more details 28.1 Coverage of new surveys 23.3 Public use file 13.9 PCBS website 12.7 Improve timeliness 12.5 Change the format of Survey reports 8.1 Data presentation in tables and figures 7.0 24 0.0 10.0 20.0 30.0
Percentage distribution of PCBS great need to develop its work from the point of view of institution Coverage of new surveys 17.4 Data availability with more details 12.2 Improve timeliness 10.8 Public use file 9.0 PCBS website 5.6 Data presentation in tables and figures 5.1 Change the format of Survey reports 4.4 25 0.0 5.0 10.0 15.0 20.0
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. 26
Special Event on the Occasion of the International Day of the People with Disabilities 27
A Workshop on CEDAW Treaty 28
The following table shows the number of activities implemented by PCBS under the Users - Producers Dialogue Program during 2010 – 2018. 29
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