EUROPE DIRECT

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EUROPE DIRECT
Workshop 6 June 2005 DG INFSO-DG PRESS
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EUROPE DIRECT Overview

• Objectives
• Satisfy information needs of citizens and
  businesses about the European Union
• Feedback about citizens concerns
• Telephone, e-mail, web assistance service
• Single free phone [phone]
• Unique mailbox http//europa.eu.int/europedirec
  t/

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Who uses EUROPE DIRECT?

• In 2004 some 80.000 citizens
• Currently 11-12.000 /per month
• 90 of users member states EU 25
• Ratio telephone/e-mail 50/50

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What type of questions ?

• Cross-border issues (How to open a bank account
  in another country?)
• Functioning of EU institutions (Can you explain
  the co-decision process?)
• Air passengers rights (My flight was delayed
  by 6 hours how can I receive compensation?)
• Exporting goods in Single Market (Where would I
  find EU standards for mineral water?)

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What type of answers?

• Answering in citizens own language
• Simple questions
• Short answer and/or reference to relevant
  links
• or further sources of information
• Complex or politically sensitive questions
• Answer provided by second level support
  groups
• (support team in DG Press, expert in the
  services,
• or specialized services)
• Publications
• Fact sheets and guides or publications
• for general public

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Why a UIFN for this service?

• Slogan One-stop-shop for all your questions
  about the EU
• Single telephone number strong symbol
• Accessible from anywhere in the member states
  in all EU languages
• Promotional campaigns can be organised centrally

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Is a Free phone number free?

• Free phone free for the user
• Landline situation is clear
• Mobile different possibilities
• No access
• Free access
• Air time rate
• Unclear policy
• from country to country
• from one operator to another
• Subject to changes in the course of time

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Why is this situation a problem?

• EU-Directive about transparent pricing systems
• In current situation promotional texts about
  EUROPE DIRECT have to include footnotes about
  restrictions
• EUROPE DIRECT as a popular, expanding service is
  not only promoted by one, but many different
  services promotional text has to be as simple
  as possible
• Situation is not transparent for the user

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Landlines versus Mobile phones

• Wide use of mobile phones in EU 15
• EU 10 Mobile is often more accessible than
  landlines for citizens from new member states.
• Certain user groups (ex students) are typical
  mobile phone users

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What can we do?

• Practically impossible to negotiate one by one
  with local providers
• Limited economic bargaining power (since volume
  of calls per country/operator has limited
  interest for providers)
• But a few hundred dissatisfied users generate a
  real negative image for the EU

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What do we want?

• Open access to EUROPE DIRECT service from all
  mobile phones
• All access to EUROPE DIRECT service has to be
  free for the user