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 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.
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.
The activity rate in the EU has continued its steady increase since 2008, in particular for older people, though not yet for younger people, as highlighted by this edition of the Employment and Social Situation Quarterly Review. Employment rate has returned to its pre-crisis level but with a much wider gap between countries, from 55% in Greece to 80% in Estonia, Germany and Sweden. The publication also stresses that permanent and full-time jobs continue to increase, though at a slower pace than in 2014. The financial situation of EU households continues to improve, with more available income in nearly all Member States, though financial distress remains high for households with the lower income.
Download data and charts: