Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Mutual LearningBenchmarking among PES

Part 1: Introduction

Part 2: Results of international benchmarking in AMS

Part 3: Transition to a continuous benchmarking within European PES

Meeting of Heads of PES

Prague, June 25-26

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Providing a shared modular data base on PES-performance

Comparing how the performance of participating partners evolves over time (and circumstances)

Exchanging good practices designed to enhance performance

Introduction: what is the working group all about?

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Introduction: who takes part/since when

The working group took up its meetings in 2002 and has continued since then with financial support by the European Commission

In 2002, there were 6 PES members

In 2009, there are 15 PES members

Project leader: AMS Austria supported by a Coordinating group

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Part 1: Measuring performance: In which way?

So far there are 7 quantitative performance indicators ranging from „transition from unemployment to employment“ to „employers satisfaction with PES-sevices“

Example: (Share of) transitions to employment after participation in training

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Part 1: Comparing PES-Performance – does it make sense?

Data base is coherent; measurement biases are explicitely taken into account in the benchmarking process

Dynamic comparison (of PES-specific „time path“) becomes more important than static comparison („cross-section benchmarking for a single year“)

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Part 1: General Results so far

Website: www.pes-benchmarking.eu

Platform on Good Practices based on some evidence

Peer-Reviews and seminars on identified Good practices together with WAPES for experts of all PES

Good Practices linked to „hot“ political initiatives like flexicurity or new skills for new jobs

But: it is up to every PES to use the information

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Austrian ExperienceWhy does AMS invest resources in the

benchmarking ?

Organisation „survives“ only if it

is innovative

avoids political questions on legitimacy by good business results.

Innovation is stronger by external comparisons

Why re-inventing the wheel?

Copy is “cheaper” than new development

Management needs information to steer the organisation

Are the achieved results good or unfavourable?

Assessment is only possible by external comparison

Comparison shows possible ways for improvement

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Part 2: Austrian ExperienceChange in the expectations of the

management

Main focus at the start:

Is the performance of AMS a good one compared to other PES?

Focus now:

How can we improve our weak points? What can we learn from others?

By exchanging Good practices designed to enhance performance

By dynamic comparison (what can we learn from those which improved?)

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Austrian ExperienceWith which PES does AMS

compareitself so far?

Comparison of results

We look for PES with comparable structurs of clients, definitions of indicators, measurement methods, dynamics of the labour market, etc.

Finland, France, Germany, Slovenia, Sweden

Comparison of Processes

We look for PES with very good results in process parts, independently of comparability with AMS

VDAB-BE, the Netherlands, Ireland,…

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Part 2: Austrian ExperienceLessons learnt

Some examples what AMS has learnt:

Costumer satisfaction:

Integration of costumers goals in the steering system (SE)

Integrated IT-and Self-Service Systems:

Matching-system, e-Jobroom (VDAB-BE, NL)

Case-Load-System (IE)

Systematic Multi-Channel-System:

Contact Centres, Channel-System (UK, VDAB-BE)

Staff competencies:

Improving staff competencies(FI, IE, NE, CH)

Improving Processes:

Early intervention (FI, NL)

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Communication: the key to benefit from participating in the working group?

Communication within the working group:

the „easy“ part

Communication within the PES represented in the Working group: the „difficult“ part

Establishing structures to support the flow of intra-PES-communication

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Next Steps:Transition to a continuous Benchmarking

- 2 workshops a year

- All PES can participate

- 3 moduls: Identification of „Good Practices“ (working group) Exploring Good Practices together with WAPES (peer-reviews) Transfer of Good Practices (maybe „new“ PES to PES-

dialogue???)

Herbert Buchinger

ArbeitsmarktserviceÖsterreich

Thank You very much for Your attention!

I hope some of my colleagues represented in the working group can add some information what they do

with the results