workshop 1: supporting users accountability...

Workshop 1: Supporting users accountability (Empowerment)

« Monthly activity report »

Carine SundströmProduct Manager Digital Services – Arbetsförmedlingen - Sweden

WAPES-conferenceInteractions between PES and their users

Workshop

Presentation

Carina Sundström

Arbetsförmedlingen, Sweden

Product Manager Digital services, Jobseekers

Digital services within selfservices:

Enrollment

Planning

Reporting

and

My Pages

Organisation and Employees

• Arbetsförmedlingen is a government agency under the Ministry of Employment

• Arbetsförmedlingen is led by a Director-General appointed by the Government

• Local employment offices are clustered into eleven market areas

• 14 500 employees

• 11 000 of our employees have direct contact with our clients

• Many professions are represented

Vision for 2021

• We are the matching engine on the Swedish labour market

• Many services are delivered directly in digital channels

• A broad and deep network of contacts among employers

• We meet our clients through different channels

• The office network is adapted to the actual need

Digital Services at Arbetsförmedlingen

• A department between daily business and IT

• Product management

• Agile methods

• ”Journey of Renewal”

• Channel transfer

• Digital first

Before Start During After

Web (information), e-services, webcast, video, chat,

telephone call

Local employment offices

Channel transfer

Target

A totally digital customer journey- for some customers

Digital basic

offer

New ways to meet the customers, in various channels, virtual

meetings and qualitative meetings in the local offices. Digital

basic offers a deepened support to those who need it most. An

experience that is personal and engaging and that stimulates

jobseekers to be active. Transparancy in rights and obligations.

An available website that is adapted to the customers needs.

Open national

matching

High quality in customer data. All jobseekers will be searchable to

employers. Matching to jobs, education, internship. Matching with

help of predictive analysis

Digital customer

journey New in

Sweden

A seemless customer journey from seeking asylum into the basic

process. Information customized to the jobseekers’ need; content

and language, on the web and digital services. Matching

customized to the jobseekers’ specific needs. Jobseekers in the

process of seeking asylum searchable to employers.

Goals 2018

20% of all new jobseekers experience

that they get all support they need through

selfservice.

additional 30% of the new jobseekers

get all support they need through

selfservice ang personal service online

(customer service).

The monthly Activity Report

• Report activities that will lead to a new job or to education

• To controll that the jobseeker performs as decided och expected

• Standardize to automate

• Digital service since 2013

• Electronic ID and Mobile BankID since 2015

Follow the customer progressing on her way to a new job or

education

• Submission level- 90% (2014) - 83% (2017)

• Local differences – 60-90%

• 180.000 digital submission

• 35.000 manual submission (paper or orally)

• Customer satisfaction– 54%

Monthly report - webb

Monthly report App

Planning

• Launching September 2017

• Empower the customer

• Replaces the written plan (on paper)

• Changes the method used by councellors

• Transparancy to Arbetsförmedlingen’s offer to help the customer

Empower the customer and on her way to a new job or to

education

Planering, responsive web

Planering, responsive web

The end

Thank you for listening!