This toolkit is intended to assist public employment services (PES) in designing and implementing their approach to measuring customer satisfaction. It provides concrete guidance and tools to develop customer satisfaction measurement systems from scratch or to review and refine existing systems.
This analytical paper aims to raise awareness of the wider concepts and developments relating to customer satisfaction and customer satisfaction measurement in publics sector organisations, particularly public employment services.
This study provides an overview of all forms of higher vocational education and training (VET) across the 28 EU member states. It focuses on identifying and understanding the main characteristics and features of higher VET and also reviews the main trends, developments and challenges of this form of education.
The annexes include an overview of the types of programmes and qualifications analysed, case studies, statistics, list of experts and templates.
This study focuses on the protection of the right to housing in EU countries and in particular on evictions from primary residences. It provides an overview and analysis of available data and trends regarding housing evictions, and establishes the reasons for and impacts of eviction. The report focuses in particular on the link between eviction and homelessness. It also reviews the measures put in place by Member States to prevent evictions and enable early interventions. In addition, the study suggests ways to improve data collection and monitoring of evictions. On the basis of this research and analysis, a number of recommendations are suggested to promote protection of the right to housing and homelessness prevention in the context of evictions.
Conditional cash transfers (CCTs) are payments to people who meet certain conditions. CCTs are increasingly being used to encourage families to invest in their children. However, there is limited scientific evidence on the effects of such programmes. The Peer Review in Budapest (October 2015) gave policy-makers thinking of introducing or reforming CCTs the opportunity to share experience and exchange views. This report summarises the key issues discussed and the lessons learned. It is available in electronic format in English, French, German and Hungarian.
This Peer Review, held in Prague (November 2015), discussed Czech family policy at a time of change, and more specifically the future shape of the country’s early childhood education and care. Drawing on the experience of peer countries, international experts, the European Commission as well as local and European stakeholder organisations, it identified a number of practical lessons both for the Czech Republic and for the EU as a whole. This report summarises the key issues discussed and the lessons learned. It is available in electronic format in English, French, German and Czech.
This study looks at possible means to strengthen cooperation at EU level with national associations representing vocational education and training (VET) providers. In particular, it reviews the feasibility of creating a European level network of national associations. The study gathered stakeholders’ perceptions about current arrangements and on establishing a European network. It also presents an illustrative overview of existing organizations at country level (annex). Based on this input, the report compares different options and makes recommendations for actions at EU and national level.
This study assesses the impact of carrying into effect an agreement negotiated by European social partners’ on the implementation of a Convention by the International Labour Organisation on working conditions on fishing vessels.
Since the eruption of the sovereign debt crisis in the Eurozone, substantial efforts have been made to create a new form of governance for the Eurozone that will make the monetary union more robust in absorbing future economic and financial shocks. Much of the drive to adapt the governance of the Eurozone has been influenced by the traditional theory of optimal currency areas (OCA), which stresses the need for flexibility in product and labour markets. As a result, the Eurozone countries have been pushed towards structural reforms that aim to reduce the structural rigidities in product and labour markets. In this paper we ask whether this movement towards structural reform as part of the push for new governance is really going in the right direction. We will argue that this is not the case. The main reason is that the nature of the shocks that have hit the Eurozone does not correspond to the pattern of asymmetric shocks that has been identified by the OCA theory to require more flexibility. We will argue that what is needed in the Eurozone is not more structural reforms but a better mechanism capable of dealing with the classical boom and bust dynamics that are inherent to capitalism.
This paper studies eight countries in which the regulation of unemployment benefits and related benefits and the concomitant activation of unemployed individuals has a multi-tiered architecture. It assesses their experiences and tries to understand possible problems of ‘institutional moral hazard’ that may emerge in the context of a hypothetical European Unemployment Benefit Scheme.