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Impact of the CSC network and

“1564”call centre on Greek public

opinion


IDENTITY OF THE TELEPHONE POLL

• Sample size: 6009 individuals over the age of 18

• Telephone interviews

• The poll covered the entire country

• The poll was conducted 24/10/05- 10/11/2005


Brand name recognition of the

Citizens’ Services Centers (CSC) & Call Centre “1564”


BRAND NAME RECOGNITION

In your area, does the State operate an office that is responsible for conducting transactions with the

Public Administration on the behalf of citizens?

Don’t know/ No

answer

11%

(IF YES)What is the name of these offices?

(Ν = 6.009 individuals)

No, there is no such

"office"

19%

Yes, but can't

remember its name

3%

Yes, there is a CSC in

my area

64%

Yes, Wrong Answer

3%


BRAND NAME RECOGNITION

Spotaneous and assisted recognition of the CSC

(Total of answers, Ν = 6.009 individuals)

No

15%

Yes

85%


BRAND NAME RECOGNITION

Have you ever called or somebody else in your household the “1564” call centre and requested

information concerning public services?

(Ν = 2.391 individuals)

No

67%

Don’t know/ No

asnswer

1%

Yes, I have called

26%

Yes, somebody

from my

household

6%


Usage and Popularity of the CSC network


Visiting index of the CSC network

(Total of answers, Ν = 6.009 individuals))

No

48%

Yes

52%

Estimate of individuals over 18

years old who have visited a CSC:

4.558.873


Total

Sex

Men

Women

Age category

18-24

25-34

35-44

45-54

55-64

over 65

User Profile of CSC network

34

46

48

52

55

54

58

61

62


User Profile of CSC network

Total

52

Education

Elementary

Middle level

Higher

30

54

68

Position in the working force

Self employed

Employed in the Public Sector

Employed in the Private Sector

Unemployed

Pensioners

Housewives

University Students

41

40

57

58

57

58

67


Citizens’ satisfaction from the CSC network & Call

Center “1564”


OPINION ON SATISFACTION

FROM THE CSC

How satisfied are you…

(Individuals who have visited a CSC, Ν = 3.099 individuals)

From the "customer"

services provided from the

personnel

93

7

From the speed of

transaction

92

8

From the accesibility of the

CSC

91

8

1

From the quality of

information requested from

the CSC

90

8

2

Satisfied Not Satisfied Don't know/ No answer


GENERAL SATISFACTION

In general how satisfied are you from the CSC?

(Ν = 3.099 individuals)

Not satisfied

5%

Satisfied

95%


Evaluating the image of the CSC network


73

OPINION ON THE NECESSITY OF THE CSC NETWORK

How necessary do you consider the CSC network?

( Ν = 3.099 individuals)

24

1 1

Very necessary Quite Necessary Not necessary Don't know


OPINION ON HOW MUCH DOES THE CSC NETWORK CONTRIBUTES TO

THE MODERNISATION OF PUBLIC ADMINISTRATION IN GREECE

59

32

4 2 3

Very much Quite much Little Not at all Don't know / No

answer


Opinion on introducing new “products” to the CSC

network


OPINION ON THE POSSIBILITY OF THE CSC NETWORK CARRYING OUT

TRANSACTIONS OF THE TAX OFFICE

Would it be helpful for transactions concerning the tax office be conducted by the CSC network

54

(Ν = 3.099 individuals)

24

7

10

5

Very convenient Quite Convenient Less convenient Not at all Don't know/ No

answer


Comparing citizen’s satisfaction of the CSC network to

the citizens’ satisfaction of other public agencies


COMPARING USE OF THE CSC NETWORK TO THE USE OF OTHE

PUBLIC AGENCIES

Percentage of the sample

Estimate based on the

recorded population(>18) in

Greece

Personal use of a CSC

52

4.558.873

Personal use of a CSC in the

past 3 months

28

2.429.632

Use of public agencies other

than a CSC

29

2.526.817


COMPARING SATISFACTION OF THE CSC TO THE SATISFACTION OF OTHER

PUBLIC AGENCIES

Not

satisfied

56%

PUBLIC AGENCIES

know/ No

answer

6%

Satisfied

38%

Don’t

know/ No

answer

1%

CSC

Satisfied

94%

Not

satisfied

5%

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