new indicators measuring multi channel approach benchmarking workshop october 2010 vienna gudrun...

New indicators Measuring multi channel approach

Benchmarking workshopOctober 2010

Vienna

Gudrun NachtschattPeter Oberbichler

Gudrun Nachtschatt, Peter Oberbichler 2

Indicators on Self ServiceGeneral 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)


Indicators on Self ServiceServices 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 9 PES

25 PES

7 PES18 PES

5 PES 7 PES

18 PES

4 PES

9 PES

1 PES

PES survey on channel: 26 PES


Indicators on Self ServiceServices 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 PES 12 PES

20 PES

12 PES24 PES

17 PES 10 PES

25 PES

7 PES

16 PES

11 PES

PES survey on channels: 26 PES


Indicators on Self ServiceSuggestions for Job seekers

1. Q 8: Share of registration via InternetPOP 9 / POP OPOP 0: Inflow of job seekersPOP 9: xxx (number of persons self registering via internet) (new)

2. Q 9: Share of registration via Contact CentrePOP 10 / POP OPOP 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 SMSPOP 11 / POP OPOP 0: Inflow of job seekers POP 11: zzz (number of persons registering via e-Mail or SMS) (new)


Indicators on Self ServiceNew POPs for Job seekers

1. Definition of POP 9Number of person self registering via internet: xxx (exact definition)

2. Definition of POP 10Number of person registering via contact centre: yyy (exact definition)

3. Definition of POP 11Number of person registering via e-Mail or SMS: zzz (exact definition)

Who is interested in POP 09?



And also interested in taking part in a sub group defining POP 9, 10 and 11?


Indicators on Self ServiceSuggestions for Employers

1. Q 11: Share of registrations via InternetVAC 9 / VAC 8VAC 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 8VAC 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 SMSVAC 11 / VAC 8VAC 8: Inflow of vacancies (new) VAC 11: zzz (number vacancies self registered via e-Mail or SMS) (new)


Indicators on Self ServiceNew VACs for Employers

1. Definition of VAC 8Number of person self registering via internet: xxx (exact definition)

2. Definition of VAC 9Number of person registering via contact centre: yyy (exact definition)

3. Definition of VAC 10Number of person registering via e-Mail or SMS: zzz (exact definition)

4. Definition of VAC 11Number of

Who is interested in VAC 8?




And also interested in taking part in a sub group defining VAC 8 - 11?


Indicators on Self ServicePossible 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).


Indicators on Self ServiceQualitative examples?

Distance service offices (Sweden)

Coaching by contact centre (Sweden)

Target system on Self Service on different channels

????


Indicators on Self ServiceLabelling 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

new indicators measuring multi channel approach benchmarking workshop october 2010 vienna gudrun...

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