QUESTIONNAIRE on Multi-Channelling in EU/EEA PES ( April, 2010) - Graphical Overview of answers - Questionnaire prepared within Benchmarking group by Austrian and Slovenian PES Benchmarking Workshop Vienna,October

The aim of the Questionnaire and response rate AIM To gather information on current state of multi-channel delivery of services in the EU/EAA Public Employment Services network focusing on →Core/standard services to job-seekers (registration, de-registration, UB claims, support in job-search and career guidance, participation in LMP) →Core/standard services to employers (intake and handling of JV, job mediation, providing information, data exchange on participants in LMP) →channels that are currently available to job-seekers and employers: traditional (direct contacts in LO) and new/modern channels (call/contact centre, /SMS messaging, Internet/online) To get empirically based evidence for identificaton of good practices, and to start a discussion on relevant multi-channelling indicators within the Benchmarking group (first discussion foreseen for mid-September). RESPONSE RATE At the beginning of April 2010, the questionnaire was sent to all members of the PES network; by the end of April, 26 PES had replied. 2

Services to JOB SEEKERS that PES are providing by different channels CALL/CONTACT CENTRE INTERNET, ON- LINE SERVICES LOCAL OFFICE BASED SERVICES / SMS

CALL/CONTACT CENTRE INTERNET, ON- LINE SERVICES LOCAL OFFICE BASED SERVICES / SMS Services to EMPLOYERS that PES are providing by different channels

Multi-channelling Milestones and Evolution in PES The year in which PES established own web-site (The year reported by 24 PES) The year in which PES started to publish JV on Internet (The year reported by 24 PES) 5

Multi-channelling Milestones and Evolution in PES The year in which PES introduced J-S data base on Internet (The year reported by 22 PES) The year in which PES enabled on- line JV intake (The year reported by 22 PES) 6

Multi-channelling Milestones and Evolution in PES The year in which PES established online Registration of J-S (The year reported by 18 PES) The year in which PES set-up a Call/Contact centre (The year reported by 20 PES) 7

How is the matching of job vacancies with job seekers organised and performed?  As SUBSIDIARY task of PES staff (high quality automatic job-matching tools are available on-line to employers and job-seekers, active role of PES staff is related to special circumstances, e.g. in the case of hard to fill vacancies, special request of employers, for J-S not able to use self-service tools, etc.)  As CENTRAL task of PES staff (no special exceptions, PES staff is engaged in handling of all JV – selection of candiates, referrals to employers, etc.) 8

Is there an active steering by the PES which channels the customers should use? ISKALCE ZAPOSLITVEDELODAJALCE 9

10 Are there groups of newly registered job-seekers which are exclusively referred to on-line and call centre services (at least for a certain period of unemployment)? The uniform answer from all PES was NO! In explanatory notes many PES stated that different groups of JS (highly educated, job ready, people with good IT skills) are actively referred to self-service channels, but they are free to use personal services in local offices whenever they want. Is the capabilities of individuals to use on-line services integrated in the PROFILING process of newly registered job-seekers?

Are the activities of job seekers referred to self-service channels sistematically monitored by PES staff? 11

Forms of active support provided to job-seekers who have problems using on-line services: I. Information/instructions / support are offered by staff in Local Offices25 PES (96 %) II. Information/instructions how to navigate on-line services are available trough Call centre 12 PES (69 %) III. Special training sessions for job-seekers with low IT skills are organised21 PES (81 %) 12

Monitoring of CHANNEL USAGE within PES Management Information Systems – JOB SEEKERS CALL/CONTACT CENTRE INTERNET, ON- LINE SERVICES LOCAL OFFICE BASED SERVICES / SMS

CALL/CONTACT CENTRE INTERNET, ON- LINE SERVICES LOCAL OFFICE BASED SERVICES / SMS Monitoring of CHANNEL USAGE within PES Management Information Systems - EMPLOYERS 14

Measurement of custumer satisfaction with the INDIVIDUAL channels JOB SEEKERS EMPLOYERS 15 PES that measure only overall satisfaction of services (regardless of channel delivery) are not included in the above graphs. 2 PES follow up satisfaction of service delivery with 4 channels, 8 PES record satisfaction with 3 channels (the most common combination is LO/Internet/CC) and 5 PES record satisfaction with 2 channels (most common combination is LO/Internet).

Description which apply the most to the current state of multi-channelling in your PES? Current state of multi-channelling development - according to PES self-assessment 16

17  The results of the survey confirm that the multi-channelling approach has been at the core of PES modernisation processes.  At the same time they show significant differences between the service models in European PES. Some PES have already established a modern customer- oriented service model, while others are planning to achieve such a model in the nearest or more distant future.  These differences, on the other hand, could inspire interesting and very useful discussions within the PES network. Thank you for your attention!