Palestinian Central Bureau of Statistics

Users Satisfaction Survey &

Users & producers dialogue

Haitham Zeidan

Dissemination and Documentation Department

2

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

4

Historical view

2003

2008

2010

2013

2016

5

Communication with users

Phone/ Fax

Website

Users Services

EmailConferenc

es

Press releases

Social media

6

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,

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

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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

organization , 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

own 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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16

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

173.3

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 / VerySatisfied

Uncertain

Unsatisfied / VeryUnsatisfied

2043.5

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 PCBSwebsite

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

2151.8

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

2256.4

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 pageto 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 / VerySatisfied

Uncertain

Unsatisfied / VeryUnsatisfied

85.3

13.2

1.5

Institutions

247.0

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

254.4

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.

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Special Event on the Occasion of the

International Day of the People with

Disabilities

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A Workshop on CEDAW Treaty

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The following table shows the number of activities implemented by PCBS

under the Users - Producers Dialogue Program during 2010 – 2018.

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