Multi-channelling VDAB Belgium

Principles The customer chooses the channel he prefers. The customer can switch channels anytime. Every service should be available through every channel: - some services are typical for one medium and cannot be offered by the other channels. - sometimes jobseekers receiving benefits are compelled to come to our offices. Letting customers take over routine jobs, provides advisers with more time for specialised or personal guidance. Empowerment of both jobseekers and employers by offering them selfservice tools. Unique file and database

Channels Face-to-face services: - local jobshops and training centres. Availability: 5 days/week 8.30 a.m - 5 p.m. (training centres may be open on Saturdays too) - account managers and job advisers Online services: - website: availability 7/24 - kiosks: availability depending on local situation - mobile website : - digital tv Serviceline (=call centre): - unique and free phone number availability Monday to Friday from 8 a.m - 8 p.m.

Face-to-face services Jobseekers: - register, manage file - look for vacancies - interview with job adviser - personal guidance - information - testing - training Employers: - report vacancies - selection of suitable candidates by job adviser - special recruiting actions - visits by job adviser or account manager

Online services for jobseekers search for vacancies and training courses My VDAB: Filemanager & Job application space - register as a jobseeker and manage your own official file - after registration automatic matching of jobseeker's file with job database - create, manage and publish cv in the cv database, that can be viewed by employers. - apply on line for jobs, send cv and other documents to employer, manage job applications - update of new vacancies and training courses by , sms or rss occupations: orientation tool, information, movies of people at work, tests register for training courses e-learning: 239 online courses with webcoaching Free use of pc's in the local jobshops!!!

Online services for jobseekers 306 selfservice kiosks touchscreen wirh buttons and trackball easy to use main applications: search jobs, training courses, information placed in VDAB-offices, some town halls, libraries, shopping centres, railway stations card reader: use of e-id (electronic identity card)

Automatic matching New vacancies are compared with jobseekers’ files by Elise software. Fitting vacancies (≥ 80% matching result) are sent to jobseekers by cascading system: 1. (preferred), 2. sms (when no ), 3. letter (when no or mobile phone). Jobseeker may receive up to 3 vacancies a day. One vacancy is sent to not more than 250 jobseekers.

Online services for employers Jobmanager: - selfservice tool allowing the employer to input and manage his vacancies to have them published on the website and kiosks - match vacancies with cv database - manage online applications from jobseekers - employer can choose publication only or ask for extra support by job adviser - see how many times vacancies have been viewed by jobseekers Hr-xml exchange: Exchange of vacancies by major companies, private agencies and jobboards

Online services for employers KISS cv database: employer can search for suitable candidates and contact them (incl. updates via or sms) Employment measures: information and simulation tool Extra commercial services (not for free): vacancy in the picture, job of the week, banner, skyscraper, video…

Serviceline for jobseekers Inbound: Registration as jobseeker Changes to file Information (use of knowledge database) Outbound: New jobseekers are screened (3-6 months unemployed): - check and update jobseeker’s file - information about how to use the website and look for jobs - job application tips - assess jobseeker’s need for assistance Screening actions (occasionally) Recruiting actions (occasionally)

Serviceline for employers Inbound: Vacancy handling - input, follow up, dispatching of certain vacancies to local job advisers (according to service level) - information Outbound: Special actions

Statistics vacancies received: registered by employers registered by consultants selections on CV’s: by companies by the robot (Elise) Update October, 2010

Statistics Vacancy registration 10% via job adviser 4% via Serviceline 86% via website Jobseeker’s registration 55% via job adviser 5% via Serviceline 40% via website Update August, 2010