Hello Consumer – Hallå konsument by the Swedish Consumer Agency

The purpose of the information service is to make things easier for consumers and to give quick and useful answers that will help consumers make informed choices. The Hello Consumer service brings information services that are provided by several different government agencies as well as municipalities under one umbrella with the aim to provide consumer services in a more convenient manner. The Hello Consumer service was launched in 2015. It provides consumer information using several different channels, e.g. web, Facebook, Twitter, Chat, e-mail and phone, in order to reach consumers in different situations by the most convenient means of communication. The concept brings services that are provided by government agencies as well as municipalities under one umbrella. It doesn't require the consumer to have any previous knowledge of what governmental agency is responsible for the information or service that the consumer is looking for. Hello Consumer can provide answers to the following types of questions: 1. Answer consumers' questions on buying goods and services, reclamations and on consumer related legislation and protection. 2. Give guidance before buying goods or services in order to promote making informed choices. 3. Give guidance on sustainable and environmentally friendly consumption. 4. Give guidance on which experts to contact in different types of consumer related issues at different governmental and consumer agencies and in municipalities that provide guidance services. Answers to particular questions are provided as promptly as possible on weekdays between 9 and 17 in Swedish and English. The answer time targets in the different communication channels are as follows: • Telephone – callback with a maximum waiting time of 3 minutes • Chat – an answer within 5 minutes • E-mail – an answer within 24 hours • Facebook – an answer within 24 hours • Twitter – an answer within 4 hours The service has been designed with the cooperation of consumers and in accordance with design principles used when designing public services in Sweden. Advanced prototyping, focus groups, usability studies as well as involvement of handicapped and challenged consumers through the Begripsan organization were used in the design of the service in order to guarantee good accessibility and relevance of the service for different types of consumers and their specific needs. Begripsan is an organization that represents the handicapped or challenged. At the launch of the service it was marketed through multiple channels. There were contact points at three major train stations and advertising on the serving trays in trains. Online marketing was also used: a YouTube video of the service, advertising in Google search engine. Additionally, the service was marketed with fliers in family oriented magazines. Success Factors The involvement of reference groups from the government agencies in the development process from the start has been an important success factor. Timely input into planning from the right people made the implementation and planning process successful. Key Results and Achievements The initiative is ongoing in 2016 and the service is known to 16 % of consumers in Sweden, which is considered a good result in less than a year of operation. According to user research, the users are quite satisfied with the service. About 80 % are very satisfied with their contact and about 85 % have thought that the service has been impartial and easy to under-stand. About 80 % feel that the information has been relevant and that answers provided are timely. The website has also received a positive evaluation, with 80 % of users feeling that the information is impartial and easily understandable and two thirds feeling that the information has been adapted to their needs. Novelty This type of service exists in some other countries, but is usually based on cooperation between fewer government agencies. Hence, in comparison this service is more comprehensive than many others. Sustainability Impacts Sustainability impacts have not been measured yet in 2016. Sustainability related advice and topics are a future focus area as the service is further developed. The main goals have not been cost savings, but that consumers should receive better service through convenient service channels. The service has despite this had some impact and potential savings by channeling some questions, which the municipalities have previously handled, to the Hello Consumer portal. Calls to municipalities have thus been fewer. Challenges and potential for further development The service has been well received from the start and has worked well. The main challenge relates to the resources that have been available for the phone service. Initially, when the marketing was intense, the phone service resources were insufficient. This aspect will be taken into account when future marketing efforts are planned. Efforts will also be made to try to guide people to the web service instead of to the telephone service.