1. Online Employment Services Customer Centric Online Tools for Job Seekers and Employers Fred Nesrallah Youth Services Bureau of Ottawa

2. Objectives: As the Employment Ontario system attempts to reach maturity through integration with other ministries and client groups, the need for online self serve employment products has now become one of the highest priorities of the modernized employment service delivery system. The benefits of providing the more capable client groups and employers with online self serve is that service providers are able to develop greater organizational capacity in providing “in person services” to the vulnerable client groups who are at risk of long term unemployment.

3. Outline Developing an Online Customer Centric Employment Centre The Virtual RI including Events Registration and Management The Talent Management System (TMS) Online Services for Job Seekers Online Services for Employers Implementing an Online e-Learning and Certification Program

4. Developing an Online Customer Centric Service Customer Centric Customer Experience Internet, Phone and In-Person 24 /7 Availability Computer, Smart Phone, and Tablet Protection of Information

5. Customer Centric Customer-centric, in its simplest and most pure sense, means making the customer's life easy; designing processes that are focused on delivering a positive experience to the customer; making it extremely easy for the customer to learn about you, buy from you, and get support from you when they need it.

6. Customer Experience A customer experience is an interaction between an organization and a customer as perceived through a customer’s conscious and subconscious mind. It is a blend of an organization’s rational performance, the senses stimulated with the emotions evoked and intuitively measured against customer expectations across all moments of contact.

7. Federal and Provincial Government Initiatives Self Serve Examples Working in Canada Service Canada EI Online Online Application for Social Assistance Employment Ontario Self Serve Homework Help

8. The Virtual RI The Resource and Information Centre

9. The Virtual RI including Events Registration and Management Workshop and Information Session Outlines Online Self Registration and Cancelation Email Reminders Limited Data Collection Data Collection mapped to EOIS CaMS RI Input Video Media using Tube Technology Share your Best Practices Slide Share

10. Product Demo

11. The Talent Management System

12. Talent management refers to the process of developing and integrating new workers, as well as developing and retaining current workers. Job Seeker Inventory Job Order Inventory Applicant Tracking Job Seeker Tools Employer Tools

13. Populating the Talent Management System Supply Inventory of Skills and Experience Main Stream Job Seeker Recruitment Downsized / Mass Layoff Impacted Workers New Graduates Internationally Trained Professionals Youth Talent Products and Services Career Events Job Orders Out Placement Services Coaching Services Professional Development and Certification

14. Talent Management Services for Employers Corporate Medium and Small Contractors Staffers Customer Relationships Recruitment and Staffing Career Events Outplacement Services Job Postings Products and Services

15. Job Search Agents Resume Profile Daily Job Alerts Resume and Cover Letter Templates Job Digging Social Network Integration Job Seekers Self Serve Candidate Inventory Job Posting Application Management In Person Service Resume Digging Social Network Integration Employer Self Serve Talent Management Products and Services

16. NOC Categories Mapping Job Title Variations Technical / Business / Behavioural Competencies Numerical Opportunities Frequency Analyze Job Order Activity Life Cycle of Application Number of Candidates Filled / Unfilled Revised or Unmatched Patterns Across Employers Analyze Application Activity Job Posting Analysis - Career Decision Insight (CDI)

17. Product Demo

18. Online e-Learning and Certification Program

19. Implementing an Online eLearning and Certification Program Web based e-Learning Products available on and off site Focus on Behavioural, Business and Technical Skills Group and Individual Learning Environment Encourage Testing and Evaluation Develop Certification Program Utilize Multiple Training Vendors

20. Product Demo

21. Questions ?

22. Thank You Fred Nesrallah fnesrallah@ysb.on.ca