Quality Service Charter for the National
Statistics Office
Who we are
Our Products
Means
of delivery
Data
providers
Your
needs
Quality Service
The Data Shop
We Care
The National Statistics Office (NSO) is Malta’s official
statistical agency. Our mission is to serve the statistical information needs of
Parliament, Government and the community. We strive for excellence in providing timely,
objective and responsive statistical services. We are committed to the rigorous protection
of confidential data.
Our Products
The
NSO provides a
wide range of statistical information covering the economic and social sectors of the
Maltese Islands. The areas covered include:
·
Industry
·
Foreign Trade
·
Agriculture and Fisheries
·
Prices
·
National Accounts
·
Balance of Payments
·
Demography
·
Education
·
Social Statistics
·
Labour Market
·
Tourism
Means of Delivery
Our statistical products and services are delivered to you through:
·
Statistical news releases
·
Publications (hard copy and electronic)
·
Our internet site
·
Statsfax and electronic mail service
We also provide customised reports to meet specific enquiries related to a
particular area. If the requested information requires additional research, we will advise
you in advance on how much it would cost to compile.
The effectiveness of the NSO is critically dependent on the data
which it receives from:
·
individuals and households
·
businesses
·
Government departments and other public bodies
In this regard we make the following commitments to our suppliers of
data:
-
we do not ask people
or organisations for more information than is necessary
-
we conduct a rigorous
assessment of need before introducing any new survey and review systematically the need
for regular surveys
-
we design forms which
are as clear as possible and include notes on completion which are easy to follow
-
we explain to
respondents the purposes for which the information is collected
-
we preserve the
confidentiality of the data we collect.
The NSO has an ongoing commitment to customer service. In this
context we have launched a programme of dialogue with our users. As our client, you will
be invited to participate in dialogue sessions which will help us to identify and meet
your needs. We strive:
to make available
statistics on every subject about which data are collected
to follow specific
publication arrangements to ensure that information is available to everyone as early as
possible
to publish
information on where to find statistical data and explain the sources, methods and
definitions
to meet special
requests for information
to answer telephone,
faxed or other written enquiries immediately or as early as possible.
We will focus on understanding your needs for statistical and
related services and on responding in a comprehensive and timely manner. In our dealings
with you we will:
Our response to inquiries will vary according to their nature:
basic information
needs will be met immediately or within 1 day
standard products
will be dispatched within 3 days
customised reports
will be provided to an agreed timeframe.
In addition to the above, we commit ourselves to the following:
(a)
Service by Telephone
We will:
(b)
Personal Callers
We will:
(c)
Letters, Faxes and Electronic Mail
We will:
reply to routine
correspondence within 5 working days and more complex enquiries within 15 working days
reply to electronic
messages immediately if data is readily available
ensure that all
communications carry a contact name and telephone number.
We will inform you if
there is going to be a delay in providing you with the service or information requested.
We have organised our services in a one-stop shop mode. Our Data
Shop is your one window to all our sources of information both within and outside the
NSO.
The Data Shop provides a specialised statistical service through its
Library and Information Service.
At our library you will find Maltese and international
statistical publications and other material. Our library is open to the public from Monday
to Friday during the following hours:
Winter:
8.30 am to 12 noon
1.30 pm to 4.30 pm
Summer 8.15 am
to 12.45 pm
Our information service operates the NSO internet site which
contains a wide range of statistical information as well as information on the Statsfax
and electronic mail service. You may also request our services by means of an
on-line form on our web page.
Our internet site can be accessed on: www.nso.gov.mt
Alternatively you may request information by writing to us at:
The Data Shop
National Statistics Office
Lascaris, Valletta CMR 02
Malta
You can also contact
us as follows:
Telephone:
(00356) 223221-5
Fax:
(00356) 249841
e-mail:
nso@gov.mt
We are always looking for new ways of improving our service. We will
soon be launching the “Dial a Statistic” recorded message facility which will
provide the latest statistical information on the Retail Price Index, National Accounts,
Balance of Payments, Employment and Unemployment, Tourist Arrivals and the estimated
resident population.
We need your help to understand your information needs. Your
feedback and suggestions are always welcome.
If you think we have not met the standards in this charter we
want to know about it as quickly as possible. If you have any complaint, the simplest and
quickest way to sort out the problem is to take the matter up with the person you have
been dealing with. If you are not satisfied with the reply, you can make a complaint by
writing to:
The Director
National Statistics Office
Lascaris, Valletta CMR 02
Malta
The complainant can expect a reply within 10 working days.
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