This online workshop launched the Mutual Assistance Project (MAP) in support of enhanced performance and quality management in the Latvian PES, Nodarbinātības valsts aģentūra. The overall objective of the MAP is for the Latvian PES to become outcome-oriented rather than output-based and integrate Quality Management in service provision for customers.

Event participants benefited from expert presentations on ‘Total Quality Management’ and its essentials, as well as cultural change driving success and critical factors for an effective implementation.

The workshop featured an exchange of peer-PES experience with the Austrian PES, AMS, and the Belgian, VDAB, who shared their approaches to and practice of Quality Management. The Latvian PES overviewed its vision and mission, including making Quality Management an integrated part of all services, processes and ALMPs and ensuring that all the staff are aware that quality means more than simply assessing compliance.