Enterprises using software for managing information about clients (CRM)

Time series : ICT_ENT_2.3.3_en.xls

ENTERPRISES USING SOFTWARE FOR MANAGING INFORMATION ABOUT CLIENTS (CRM)

(Per cent)
	2021
Total	16.9
By size class
10 - 49 persons employed	14.3
50 - 249 persons employed	27.9
250 or more persons employed	34.8

10.12.2021

Euro-SDMX Metadata Structure (ESMS)

ICT usage and e-commerce in enterprises
Contact
Contact organisation	National Statistical Institute
Contact organisation unit	'Science, innovation and Information society statistics'
Contact name	Maia Papazova
Contact person function	State expert
Contact mail address	2, P. Volov Str., 1038 Sofia, Bulgaria
Contact email address	[email protected]
Contact phone number	+359 2 9857 733
Contact fax number
Metadata update
Metadata last certified	10 December 2021
Metadata last posted	10 December 2021
Metadata last update	10 December 2021
Statistical presentation
Data description	The data on ICT usage and e-commerce in enterprises are based on an annual sample survey which is part of the European Community Statistical Programme. The methodology and the statistical tools are completely harmonized to Eurostat requirements and Regulation No.808/2004 of the European Parliament and the Council. The aim of the survey is to collect and disseminate reliable and comparable information on the use of Information and Communication Technologies in enterprises and e-commerce at European level and covers the following subjects: ICT systems and their usage in enterprises; use of internet and other electronic networks by enterprises; e-commerce and e-business processes; ICT competence in the enterprise unit and the demand for ICT skills; barriers to use of ICT, internet and other electronic networks, e-commerce and e-business processes; ICT security; perceived effects of ICT usage on enterprises.
Classification system	· National Classification of Economic Activities (NCEA-2003, for international use NACE.BG-2003) up to 2009; · Classification of Economic Activities (CEA-2008, for international use NACE.BG-2008) since 2010.
Sector coverage	The survey covers enterprises with 10 or more persons employed classified in the following categories of NACE Rev. 2: Section C – “Manufacturing”; Section D, E – “Electricity, gas, steam and air conditioning supply”, “Water supply, sewerage, waste management and remediation activities”; Section F – “Construction”; Section G – “Wholesale and retail trade; repair of motor vehicles and motorcycles”; Section H – “Transportation and storage”; Section I – “Accommodation and food service activities”; Section J – “Information and communication”; Section L – “Real estate activities”; Section M – “Professional, scientific and technical activities”; Section N – "Administrative and support service activities"; Group 95.1 – “Repair of computers and communication equipment”
Statistical concepts and definitions	The fixed broadband connection to the internet includes ADSL, SDSL, VDSL, fiber optics technology (FTTP), cable technology, etc. A mobile connection to the internet means the usage of portable devices connecting to the internet through mobile telephone networks for business purposes. Cloud computing refers to ICT services that are used over the internet to access software, computing power, storage capacity etc. These services are delivered from servers of service providers, can be easily scaled up or down (e.g. number of users or change of storage capacity), can be used on-demand by the user and are paid for, either per user, by capacity used, or they are pre-paid. Cloud computing may include connections via Virtual Private Networks (VPN). eInvoices are documents in a standard structure suitable for automated processing (EDI (e.g. EDIFACT), XML (e.g. UBL)). They are exchanged either directly or via service operators or via an electronic banking system. e-Commerce is the sale or purchase of goods or services conducted over computer networks by methods specifically designed for the purpose of receiving or placing of orders. The payment and the delivery of the goods or services do not have to be conducted online. e-Commerce transactions exclude orders made by manually typed e-mail messages.
Statistical unit	Enterprise.
Statistical population	The survey population consists of enterprises with 10 or more persons employed.
Reference area	Enterprises located in any part of the territory of the country.
Time coverage	Annual time series are available from 2004 onwards. The contents of the model questionnaire is adapted each year to measure the development of the use of ICT. Therefore not all variables have long time series.
Base period	Not applicable.
Unit of measure
Per cent
Reference period
In general, data refer to the current situation at survey period, or to the calendar year prior to the survey period (e.g. variables relating to e-commerce, e-invoice, big data).
Institutional mandate
Legal acts and other agreements	Until 2020: Regulation (EC) No 808/2004 of the European Parliament and of the Council concerning Community statistics on the information society; Annual Commission Regulations implementing Regulation (EC) No 808/2004 of the European Parliament and of the Council concerning Community statistics on the information society for the relevant reference year; From 2021: Regulation (EU) 2019/2152 of the European Parliament and of the Council on European business statistics, repealing 10 legal acts in the field of business statistics; Annual Commission implementing Regulations laying down the technical specifications of data requirements for the topic ‘ICT usage and e-commerce’ for the relevant reference year, pursuant to Regulation (EU) 2019/2152 of the European Parliament and of the Council; Law on Statistics; National Statistical Programme.
Data sharing	Not applicable.
Confidentiality
Confidentiality - policy	· Law on Statistics · Regulation (EC) No 223/2009 on European statistics (recital 24 and Article 20(4)) of 11 March 2009 (OJ L 87, p. 164), stipulates the need to establish common principles and guidelines ensuring the confidentiality of data used for the production of European statistics and the access to those confidential data with due account for technical developments and the requirements of users in a democratic society.
Confidentiality - data treatment	In compliance to the Law on Statistics (Articles 25 and 26).
Release policy
Release calendar	In accordance to the dates defined in the Release Calendar presenting the results of the statistical surveys carried out by the National Statistical Institute.
Release calendar access	The calendar is available on the NSI website.
User access	In accordance to the Rules for Dissemination of Statistical Products and Services.
Frequency of dissemination
Annual
Accessibility and clarity
News release	Regular press release in the NSI's internet site.
Publications	· Statistical Reference Book; · Statistical Panorama - Bulgaria; · Sustainable development of Bulgaria.
On-line database	Data on ICT usage and e-commerce in enterprises are available to all users of the NSI website under the heading Information Society.
Micro-data access	In accordance to the Rules on Provision of the Anonymised Individual Data for Scientific and Research purposes.
Other	Information services by order in accordance to the Rules for Dissemination of Statistical Products and Services.
Documentation on methodology	Methodological manual for statistics on the Information Society, by Eurostat.
Quality documentation	Quality reports comprising general methodological information of the survey, on statistical unit, population, sampling design, response and non-response, data processing and sampling errors.
Quality management
Quality assurance	The Methodological Manual provides guidelines and standards for the implementation of the survey.
Quality assessment	The national quality report provides users with basic information on quality at national level.
Relevance
User needs	Main users of the data are Government institutions, research institutions and other users from the country, the European Commission, the International Communication Union and other international organizations.
User satisfaction	Not available.
Completeness	The survey on ICT usage and e-commerce in enterprises implements the full set of compulsory variables, according to EU Regulations.
Accuracy and reliability
Overall accuracy	The sample used for the ICT usage in enterprises survey is a stratified random sample which includes about 5000 enterprises. Due to the sampling approach used the estimation of the parameters obtained from the survey could vary from those in the population due to sampling errors, errors due to non-response, errors in registration or processing etc.
Sampling error	Standard sampling errors are calculated and reported for a selection of indicators and breakdowns by the use of special statistical software.
Non-sampling error
Timeliness and punctuality
Timeliness	Data are disseminated according to the NSI’s Release Calendar schedule.
Punctuality	All deliverables are sent in time.
Coherence and comparability
Comparability - geographical	Fully comparable with all EU member states.
Comparability - over time	Partial comparability due to changes of the general methodology.
Coherence - cross domain
Coherence - internal	Not applicable.
Cost and burden
Average duration of enterprise's interview is 25 minutes.
Data revision
Data revision - policy	In accordance to the Rules for Dissemination of Statistical Products and Services.
Data revision - practice	In accordance to the Rules for Dissemination of Statistical Products and Services.
Statistical processing
Source data	Sample statistical survey on the ICT usage and e-commerce by enterprises.
Frequency of data collection	Data are collected on an annual basis.
Data collection	Combined web-based questionnaire and interviews by phone or email.
Data validation	Data validation is done by logical control of the primary data and comparison with the results of previous studies. Additional checks on comparability and data quality are carried out by Eurostat.
Data compilation	Data processing is done by special statistical software.
Adjustment	Not applicable.
Comment

Download in SDMX 2.1 file format: ICT usage and e-commerce in enterprises

Metadata Structure Definition in SDMX 2.1: ESMS_MSD+BNSI+2.0+SDMX.2.1.xml

Download in SDMX 2.0 file format: ICT usage and e-commerce in enterprises

Metadata Structure Definition in SDMX 2.0: ESMS_MSD+BNSI+2.0+SDMX.2.0.xml

ESS Standard for Quality Reports Structure (ESQRS)

ICT usage and e-commerce in enterprises

Contact

Contact organisation

National Statistical Institute

Contact organisation unit

'Science, innovation and Information society statistics'

Contact name

Maia Papazova

Contact person function

State expert

Contact mail address

2, P. Volov Str., 1038 Sofia, Bulgaria

Contact email address

[email protected]

Contact phone number

+359 2 9857 733

Contact fax number

Statistical presentation

Data description

The data on ICT usage and e-commerce in enterprises are based on an annual sample survey which is part of the European Community Statistical Programme. The methodology and the statistical tools are completely harmonized to Eurostat requirements and Regulation No.808/2004 of the European Parliament and the Council. The aim of the survey is to collect and disseminate reliable and comparable information on the use of Information and Communication Technologies in enterprises and e-commerce at European level and covers the following subjects:

ICT systems and their usage in enterprises;
use of internet and other electronic networks by enterprises;
e-commerce and e-business processes;
ICT competence in the enterprise unit and the demand for ICT skills;
barriers to use of ICT, internet and other electronic networks, e-commerce and e-business processes;
ICT security;
perceived effects of ICT usage on enterprises.

Classification system

· National Classification of Economic Activities (NCEA-2003, for international use NACE.BG-2003) up to 2009;

· Classification of Economic Activities (CEA-2008, for international use NACE.BG-2008) since 2010.

Sector coverage

The survey covers enterprises with 10 or more persons employed classified in the following categories of NACE Rev. 2:

Section C – “Manufacturing”;
Section D, E – “Electricity, gas, steam and air conditioning supply”, “Water supply, sewerage, waste management and remediation activities”;
Section F – “Construction”;
Section G – “Wholesale and retail trade; repair of motor vehicles and motorcycles”;
Section H – “Transportation and storage”;
Section I – “Accommodation and food service activities”;
Section J – “Information and communication”;
Section L – “Real estate activities”;
Section M – “Professional, scientific and technical activities”;
Section N – "Administrative and support service activities";
Group 95.1 – “Repair of computers and communication equipment”

Statistical concepts and definitions

The fixed broadband connection to the internet includes ADSL, SDSL, VDSL, fiber optics technology (FTTP), cable technology, etc.

A mobile connection to the internet means the usage of portable devices connecting to the internet

through mobile telephone networks for business purposes.

Cloud computing refers to ICT services that are used over the internet to access software,

computing power, storage capacity etc. These services are delivered from servers of service providers, can be easily scaled up or down (e.g. number of users or change of storage capacity), can be used on-demand by the user and are paid for, either per user, by capacity used, or they are pre-paid.

Cloud computing may include connections via Virtual Private Networks (VPN).

eInvoices are documents in a standard structure suitable for automated processing (EDI (e.g. EDIFACT), XML (e.g. UBL)). They are exchanged either directly or via service operators or via an electronic banking system.

e-Commerce is the sale or purchase of goods or services conducted over computer networks by

methods specifically designed for the purpose of receiving or placing of orders. The payment and the delivery of the goods or services do not have to be conducted online. e-Commerce transactions exclude orders made by manually typed e-mail messages.

Statistical unit

Enterprise.

Statistical population

The survey population consists of enterprises with 10 or more persons employed.

Reference area

Enterprises located in any part of the territory of the country.

Time coverage

Annual time series are available from 2004 onwards. The contents of the model questionnaire is adapted each year to measure the development of the use of ICT. Therefore not all variables have long time series.

Base period

Not applicable.

Statistical processing

Source data

Sample statistical survey on the ICT usage and e-commerce by enterprises.

Frequency of data collection

Data are collected on an annual basis.

Data collection

Combined web-based questionnaire and interviews by phone or email.

Data validation

Data validation is done by logical control of the primary data and comparison with the results of previous studies. Additional checks on comparability and data quality are carried out by Eurostat.

Data compilation

Data processing is done by special statistical software.

Adjustment

Not applicable.

Quality management

Quality assurance

The Methodological Manual provides guidelines and standards for the implementation of the survey.

Quality assessment

The national quality report provides users with basic information on quality at national level.

Relevance

User needs

Main users of the data are Government institutions, research institutions and other users from the country, the European Commission, the International Communication Union and other international organizations.

User satisfaction

Not available.

Completeness

The survey on ICT usage and e-commerce in enterprises implements the full set of compulsory variables, according to EU Regulations.

Data completeness - rate

Not applicable.

Accuracy and reliability

Overall accuracy

The sample used for the ICT usage in enterprises survey is a stratified random sample which includes about 5000 enterprises. Due to the sampling approach used the estimation of the parameters obtained from the survey could vary from those in the population due to sampling errors, errors due to non-response, errors in registration or processing etc.

Sampling error

Standard sampling errors are calculated and reported for a selection of indicators and breakdowns by the use of special statistical software.

Sampling errors - indicators

Indicators	Relative share	Standard error	Variance	Confidence interval
Indicators	Relative share	Standard error	Variance	95% lower limit, in %	95% upper limit, in %
Enterprises with a website
Total	52.0	0.9	1.6	50.3	53.7
10 - 49 employed	47.6	1.0	2.1	45.6	49.6
50 - 249 employed	70.6	1.0	1.4	68.7	72.5
250 + employed	86.3	1.3	1.5	83.7	88.9
Enterprises with e-commerce sales
Total	4.7	0.4	7.5	4.0	5.4
10 - 49 employed	4.4	0.4	9.4	3.6	5.3
50 - 249 employed	6.1	0.5	7.5	5.2	7.0
250 + employed	3.8	0.7	17.7	2.5	5.1
Enterprises using paid cloud computing services
Total	10.9	0.5	4.4	9.9	11.8
10 - 49 employed	8.4	0.6	6.7	7.2	9.5
50 - 249 employed	20.0	0.8	4.2	18.4	21.7
250 + employed	39.3	1.9	4.8	35.6	43.0
Enterprises performing big data analysis
Total	1.2	0.2	14.9	0.8	1.5
10 - 49 employed	0.9	0.2	22.7	0.5	1.3
50 - 249 employed	2.1	0.3	14.8	1.5	2.8
250 + employed	4.8	0.9	17.8	3.1	6.5

Non-sampling error

Coverage error

Not applicable.

Over-coverage - rate

Not applicable.

Common units - proportion

Measurement error

Not applicable.

Non response error

Not applicable.

Unit non-response - rate

The responce rate of the ICT usage in enterprises survey is considered very high - the non responce rate is only 5%.

Item non-response - rate

Not applicable - the item non responce is not allowed.

Processing error

Not applicable.

Imputation - rate

Not applicable.

Model assumption error

Not applicable.

Seasonal adjustment

Not applicable.

Data revision - policy

In accordance to the Rules for Dissemination of Statistical Products and Services.

Data revision - practice

In accordance to the Rules for Dissemination of Statistical Products and Services.

Data revision - average size

Timeliness and punctuality

Timeliness

Data are disseminated according to the NSI’s Release Calendar schedule.

Time lag - first results

Not applicable.

Time lag - final results

The final data are available 5 months after data collection and entry.

Punctuality

All deliverables are sent in time.

Punctuality - delivery and publication

Not applicable.

Coherence and comparability

Comparability - geographical

Fully comparable with all EU member states.

Asymmetry for mirror flows statistics - coefficient

Not applicable.

Comparability - over time

Partial comparability due to changes of the general methodology.

Length of comparable time series

There are continuous time series time series for certain variables from 2004 to the present.

Coherence - cross domain

Coherence - sub annual and annual statistics

Not applicable.

Coherence - National Accounts

Not applicable.

Coherence - internal

Not applicable.

Accessibility and clarity

News release

Regular press release in the NSI's internet site.

Publications

· Statistical Reference Book;

· Statistical Panorama - Bulgaria;

· Sustainable development of Bulgaria.

On-line database

Data on ICT usage and e-commerce in enterprises are available to all users of the NSI website under the heading Information Society.

Data tables - consultations

Not applicable.

Micro-data access

In accordance to the Rules on Provision of the Anonymised Individual Data for Scientific and Research purposes.

Other

Information services by order in accordance to the Rules for Dissemination of Statistical Products and Services.

Metadata - consultations

Not applicable.

Documentation on methodology

Methodological manual for statistics on the Information Society, by Eurostat.

Metadata completeness – rate

Quality documentation

Quality reports comprising general methodological information of the survey, on statistical unit, population, sampling design, response and non-response, data processing and sampling errors.

Cost and burden

Average duration of enterprise's interview is 25 minutes.

Confidentiality

Confidentiality - policy

· Law on Statistics

· Regulation (EC) No 223/2009 on European statistics (recital 24 and Article 20(4)) of 11 March 2009 (OJ L 87, p. 164), stipulates the need to establish common principles and guidelines ensuring the confidentiality of data used for the production of European statistics and the access to those confidential data with due account for technical developments and the requirements of users in a democratic society.

Confidentiality – data treatment

In compliance to the Law on Statistics (Articles 25 and 26).

Comment

Download in SDMX 2.1 file format: ICT usage and e-commerce in enterprises

Metadata Structure Definition in SDMX 2.1: ESQRS_MSD+BNSI+2.0+SDMX.2.1.xml

Download in SDMX 2.0 file format: ICT usage and e-commerce in enterprises

Metadata Structure Definition in SDMX 2.0: ESQRS_MSD+BNSI+2.0+SDMX.2.0.xml

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Friday, 9 December 2022 - 11:00

In 2022, 96.1% of the non-financial enterprises with 10 or more persons employed had internet access. Fixed internet connection was available in 89.1% of the enterprises and the maximum download speed in 45.7% was more than 100 Mbps.

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ICT_ent2022_en_JMM9789.pdf

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Friday, 10 December 2021 - 11:00

In 2021, 96.1% of the non-financial enterprises with 10 or more persons employed had internet access. Fixed internet connection was available in 85.7% of the enterprises and the maximum download speed in 39.8% was more than 100 Mbps.

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Friday, 11 December 2020 - 11:00

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Friday, 7 December 2018 - 11:00

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Friday, 12 December 2014 - 11:00

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Friday, 13 December 2013 - 11:00

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ICT_ent2013_en_HI2EOPE.pdf

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ICT_ent2012_en.pdf

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