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Integrated multi-channelling: combining e-services with personalised services in a customer-oriented and efficient way

20/06/2011

VDAB Belgium, the public employment service (PES) of Flanders, will host this peer review from 30 June to 1 July. Eleven other PESs will attend.

The peer review aims to identify and explore good practice in the field of e-government and multi-channelling. It is part of 'PES to PES Dialogue', the European Commission’s mutual learning support programme for public employment services (PESs).

PESs in Europe increasingly offer online services such as: registration, vacancies advertisement, job search, automatic matching of jobseekers' profiles with jobs or communication via social media.

The peer review will collect views on how to:

• use new technologies to better communicate with customers
• make certain processes more efficient so that face-to-face services can be reserved for those in need
• develop a coherent service offer combining online services with other channels, such as call centres and face-to-face services