1. New indicators Measuring multi channel approach Benchmarking workshop October 2010 Vienna Gudrun Nachtschatt Peter Oberbichler

2. Gudrun Nachtschatt, Peter Oberbichler1 Indicators on Self Service General remarks  Retention of familiar structure of POPs and VACs  Possibility to use existing data  As many PES as possible which can provide data  Reference to core business of PES  Easy to understand (also for non work group participants)

3. Gudrun Nachtschatt, Peter Oberbichler2 Indicators on Self Service Services to Job seekers Registration of unemployed De-Registration of unemployed Unemployment benefit claim Personal contact Call Centre Internet E-Mail, SMS 25 PES 9 PES 25 PES 7 PES18 PES 5 PES7 PES 18 PES 4 PES 9 PES 1 PES PES survey on channel: 26 PES

4. Gudrun Nachtschatt, Peter Oberbichler3 Indicators on Self Service Services to Employers Registration of vacancies De-Registration of vacancies Direct contact with job seeker Personal contact Call Centre Internet E-Mail, SMS 22 PES 15 PES12 PES 20 PES 12 PES24 PES 17 PES10 PES 25 PES 7 PES 16 PES 11 PES PES survey on channels: 26 PES

5. Gudrun Nachtschatt, Peter Oberbichler4 Indicators on Self Service Suggestions for Job seekers 1.Q 8: Share of registration via Internet POP 9 / POP O POP 0: Inflow of job seekers POP 9: xxx (number of persons self registering via internet) (new) 2.Q 9: Share of registration via Contact Centre POP 10 / POP O POP 0: Inflow of job seekers POP 10: yyy (number of persons registering via contact centre) (new) 3.Q 10: Share of registration via e-Mail or SMS POP 11 / POP O POP 0: Inflow of job seekers POP 11: zzz (number of persons registering via e-Mail or SMS) (new)

6. Gudrun Nachtschatt, Peter Oberbichler5 Indicators on Self Service New POPs for Job seekers 1.Definition of POP 9 Number of person self registering via internet : xxx (exact definition) 2.Definition of POP 10 Number of person registering via contact centre: yyy (exact definition) 3.Definition of POP 11 Number of person registering via e-Mail or SMS: zzz (exact definition) Who is interested in POP 09? Who is interested in POP 10? Who is interested in POP 11? And also interested in taking part in a sub group defining POP 9, 10 and 11?

7. Gudrun Nachtschatt, Peter Oberbichler6 Indicators on Self Service Suggestions for Employers 1.Q 11: Share of registrations via Internet VAC 9 / VAC 8 VAC 8: Inflow of vacancies (new) VAC 9: xxx (number vacancies self registered via internet) (new) 2.Q 12: Share of registrationss via Contact Centre (new) VAC 10 / VAC 8 VAC 8: Inflow of vacancies (new) VAC 10: yyy (number vacancies self registered via contact centre) (new) 3.Q 13: Share of registrations via e-Mail or SMS VAC 11 / VAC 8 VAC 8: Inflow of vacancies (new) VAC 11: zzz (number vacancies self registered via e-Mail or SMS) (new)

8. Gudrun Nachtschatt, Peter Oberbichler7 Indicators on Self Service New VACs for Employers 1.Definition of VAC 8 Number of person self registering via internet : xxx (exact definition) 2.Definition of VAC 9 Number of person registering via contact centre: yyy (exact definition) 3.Definition of VAC 10 Number of person registering via e-Mail or SMS: zzz (exact definition) 4.Definition of VAC 11 Number of Who is interested in VAC 8? Who is interested in VAC 9? Who is interested in VAC 10? Who is interested in VAC 11? And also interested in taking part in a sub group defining VAC 8 - 11?

9. Gudrun Nachtschatt, Peter Oberbichler8 Indicators on Self Service Possible additional indicators  General satisfaction with self service channels,  Share of persons which are referred to self service (exclusively served via self service),  Self-Documentation of basic data of new job seekers,  Training course information,  Application for training courses,  Successful matching without PES staff intervention,  Appointment of meeting with the personal advisor on internet,  Call Centre: Lost calls (waiting time longer than ……..),  Call Centre: Accessibility of staff (working hours).

10. Gudrun Nachtschatt, Peter Oberbichler9 Indicators on Self Service Qualitative examples?  Distance service offices (Sweden)  Coaching by contact centre (Sweden)  Target system on Self Service on different channels  ????

11. Gudrun Nachtschatt, Peter Oberbichler10 Indicators on Self Service Labelling of the new indicators? Should we continuing with  Q 08 (Indicator on Job seeker)  Q 09 (indicator on Job seeker)  Q 10 (Indicator on Employers)  Q 11 (Indicator on Employers)  ……. or think about a new structure (what we would recommend)  A: Indicator measuring Process on Jobseeker  B: Indicator measuring processes on Employers  C: Indicators measuring customer satisfaction  D: Indicators measuring internal processes