Bild 1 Vienna 6/7 October 2010 Channel strategies and results Swedish presentation Benchmarking PES

Bild 2 Strategy Strategy concerning delivering services through different channels in Sweden = Servicekonceptet (”The Concept of Service”), which is a comprehensive project for realizing the potential of a national labour market service organisation

Bild 3 Two main legs Realizing the potential for PES using modern communication techniques to offer services with a high degree of accessibililty in both time and space Taking advantage of customers potential for own activity

Bild 4 Responding to political targets PES shall shape its operations in a way that gives jobseekers and employers an equally good service all over the country PES operations shall be adapted to different conditions and needs in different parts of the country PES operations shall be performed in an efficient and homogenous way and with regards to legal rights for the individual

Bild 5 Channels and Services Channels Telephone Web Services Information Matching jobs Support

Bild 6 Institutions PES Call-centers (Arbetsförmedlingen Kundtjänst) The PES Web (arbetsformedlingen.se) And of course the local offices

Bild 7 Interplaying institutions giving service and support Customers who – for any reason – choose to contact PES via telephone, or the web shall have as extensive service as by local offices. In principle. So if in any case there is a task that cannot be handled directly by , phone or web it will referred to a local PES- office with the required resources

Bild 8 Operational targets High degree of accessibililty – short replying time A professional and sympathetic treatment to customers Giving information that is adapted to customer needs Information to jobseekers about suitable jobs and to employers about suitable jobseekers Improve jobseeking processes These are the targets for phone, and web and – if neeeded – they are filled with support from local offices.

Bild 9 Call-centers (PES Kundtjänst) Handle telephone queries and incoming from both jobseekers and employers Scrutinize and check ads that are registered directly by employers (Annonsera direkt) Commission to focus job-matching e.g. through individual coaching Operating PES distance service offices (via tele/video) The call centers also support the use of the Internet function

Bild 10 Call-centers In service 82 hours a week Staff ca 450 persons Budget 4 percent of total PES budget (excl budget for active measures and unemploymnet benefits) Six locations – mainly in the north of Sweden (regional policy aspect)

Bild 11 Registration of vacancies Employers may register vacancies directly themselves (Annonsera direkt/Direct Ads) Ads are scrutinized and checked by the Call-centers (PES Kundtjänst) Accessible for jobseekers at the web (arbetsformedlingen.se) Employers shall state if they wish any kind of personal support from PES or if satisfied with just publication

Bild 12 Service and support at arbetsformedlingen.se ”The jobseeker” – a program built as a basic and comprehensive model for jobseekers on how to seek and enter a new employment Prepare registration as jobseeker (to be fulfilled at office) Access to all registered vacancies at PES (Platsbanken) Chat service – operated via Call-centers The Web-assistant FAQ Registration of CV – and help to shape it – which may be made accessible to employers The compass for professions (Yrkeskompassen) with professions A-Z My (personal) page

Bild 13 Development Increasing efficiency on the basis of monitoring indicators of performance Widening of service to encompass also administration of the active measures Expanding Distance service offices, 40 from this autumn, and 70 during 2011.

Bild 14 Share of service done without intervention of PES staff PES Special follow up

Bild 15 Indicators for customer service – , telephone, chat 90 percent shall be satisfied with treatment 75 percent shall be satisfied with services 75 percent of participants in coaching shall say they have improved their jobseeking Customer oriented targets

Bild 16 Customer service – , telephone, chat 75 percent of all telephone calls shall be answered within 3 minutes 75 percent of all chats shall be answered within 20 seconds 98 percent of all shall be answered within 24 hours 100 percent of directly registered vacancies (Annonsera Direct) shall be handled within 5 hours 40 percent of jobseekers shall have been suggested a suitable job to seek Activity/service oriented targets

Bild 17 Agree to do to reach the targets To maintain Indicators for service and treatment targets are satisfying more than 90 percent satisfied with treatment and well over 75 percent satisfied with service Chat very well 94 % answered within 20 sek.. To improve Be better at suggesting jobs to seek By maintaining focus on matching jobs and seekers. To watch Some doubt concerning level of service for . May need to adjust staffing Continue to be careful checking automatically registered vacancies Monitoring indicators