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Peer review on blended service delivery for jobseekers

02/06/2014

The Dutch PES, UWV WERKbedrijf, hosted this peer review on 5-6 June in Amsterdam, Netherlands. Representatives from the PES in Austria, Belgium (VDAB), Estonia, Finland, France, Germany, Hungary, Lithuania, Poland, Portugal, Slovenia, Spain and Sweden attended.

The peer review discussed blended service delivery for jobseekers. It is part of 'PES to PES Dialogue', the European Commission’s mutual learning support programme for public employment services (PESs).

The peer review built on the findings from a previous analytical paper and an earlier Peer Review on integrated multi-channelling. Digitalisation of services was also discussed in the PES to PES Dialogue Report 2012 and multi-channel management was debated in an earlier annual thematic report.

This Peer Review examined

• Key considerations in determining how far PES can go in steering jobseekers to online services
• Personalisation of service delivery via digital channels and implications for face-to-face counselling
• Innovative developments in digitalisation and blended service delivery
• Quality assurance, including staff competences, change management and monitoring and evaluation with a view to understand customer satisfaction

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