1. CREATION AND IMPLEMENTATION OF E-SERVICES FOR SERVICE AVAILABILITY IMPROVEMENT Indrek Mõttus Chief specialist of employment infosystems EUIF

2. SHORT OVERVIEW Estonias background. IT and labour market situaion Estonian Unemployment Insurance Fund. Functions and business model Self-service portal. E-services Outcomes and impacts Key factors Challenges ahead Closer look at our self-service portal

3. BACKGROUND Estonia is the leader in e-government ID-Card Introduced in 2002 More than 90% of the population uses it Compulsory for all residents

4. X-ROAD Introduced in 2001 Connects public and private sector databases Enables data transfer

5. EUIF`s connections today

6. Unemployment trends

7. EUIF...is an independent public body; tripartite management (social partners and government). Founded in 2001 to administer unemployment insurance. Since 1 May 2009 also in the role of employment services. Central office in Tallinn and 15 regional offices (ca 540 employees).

8. Paying benefits Unemployment insurance benefit and unemployment allowance Redundancy benefit Insolvency benefit Providing employment services 28 different services EUIF FUNCTIONS

9. PES annual expenditure, in Euro (millions) * Staff costs include all administrative cost and also the cost for software developments

10. Business Model (I) ● Reaching out to employers – they are a solution, not a problem! ● Intensive job mediation and job search assistance. Automatic matching, career information desks, job search workshops and job clubs, personal help in job interviews, rapid response service in the event of redundancies. ● Diverse measures provided according to individual needs Two-level client service – job-mediation & case management Work-focussed counselling (focussing on skills and solutions) Help according to individual needs, not ‘wishes’ or risk groups ● Partnerships with municipalities to activate long-term unemployed with multiple barriers to employment

11. Business Model (II)

12. SELF SERVICE PORTAL (I) Launched in 2011, renewed in october 2013. Constantly impoving. Jobseekers can do following: Draw up a CV Look/apply for a job, receive job offers automaticly Fill in job-search diary Follow up decisions regarding registration and benefits Follow up activities in individual action plan Search and register for a training course Notify of getting a job

13. Employers/partners can do following: Submit job vacancies Find suitable candidates; get pre-selcted list from EUIF, give feedback about candidates Submit applications (redundancy benefit, wage subsidy), follow up decisions Notify EUIF, before starting collective redundancy Submit training courses and send registration confirmations SELF SERVICE PORTAL (II)

14. PS! E-channels are complementing, not substituting other channels.

15. NEW IN SELF-SERVICE SINCE MAY 2014 Since the 1 May 2014 Jobseekers can do following: Submit registration application Submit unemployment benefit and allowance application Apply for a business start-up subsidy and follow up services and upload business reports

16. HOW POPULAR IS OUR SELF SERVICE? We have 25 000 registed job-seekers (12.09.14) In self service we have: 250 000 visits per month ( about 10% logs in to the portal) 2,5 milion different page viewings per month 55 000 CVs, of wich 17 000 are belonging to the clients not registed in EUIF 22 000 times applied for a job in last year

17. 7 000 different training courses since sept 2013 Average is 900 new trainings per month 5 300 times filled the job-search diary 3 600 times notified from getting a job 2 300 supplied applications (since 1. Mai 2014) (7% from all the applications; 40% from the appliers are under 30 years age). 14% from all the visits are made through mobile devices, 3 x more than a year ago. Trend is rapidly crowing.

18. OUTCOMES and IMPACT Jobseekers` satisfacion with the portal is high (2013):

19. Reduced paperwork, more time for councelling: * 99% of administrative decisions are made in target time (registering a client in 2 days; benefits in 14 days) * Better quality of decisions made by staff * Reduced paper trail

20. Administrative decisions sent automatically by e-mail:

21. KEY SUCCESS FACTORS Agile software development (deliveries every month) Strong business-side input for software developing Constant trainings for staff (before every new software delivery we do have trainings for staff) IT savvy Management Board and Government

22. KEY CHALLENGES Technical risks (internet or electricity breaks) Jobseekers without IT skills of ID card. E-services can not replace face-to-face counselling. Every clients situation is analyzed individually, everybody has his/hers individual plan to find a job. Lot of changes in legal environment.

23. CHALLENGES AHEAD ● Disability benefit reform (new X-road connections) - assessment of capacity for work and paying the benefit - activation and employment support services ● Youth Guarantee measures - My first job - workshops at schools to introduce labour market and working life ● Career counselling for all ● Measures for retired jobseekers

24. Closer look at self-sevice portal…

25. THANK YOU! Indrek.mottus@tootukassa.ee INDREK MÕTTUS ESTONIAN UNEMPLOYMENT INSURANCE FUND