Greening the public office in Bhutan, Study tour to Finland SYKE

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1 Greening the public office in Bhutan, Study tour to Finland SYKE Digitalisation of Public Employment Services(PES) in Finland Mikko Rantahalme Development Manager Ministry of Employment and the Economy 1

2 Aim of PES (public employment services) Evolution/development of digitalised solutions Present solution/system and ambitions Benefits of digitalized services Ministry of Employment and the Economy is a Green Office since st Ministry in Finland with WWF official Green Office status 2

3 Public Employment Services (PES) in Finland Under the responsibility of the Ministry of Employment and the Economy. Financed by the State budget Provided according to the law on Public employment and entreprise services Implemented by the 15 regional Employment and Economic Development Offices (TE-offices). All Offices include several service units according to the regional needs Provided by the TE-Office (public authority) or outsourced (private market) TE-offices operate under the supervision of the Regional Centres for Economic Development, Transport and the Environment (ELY- Centres)

Value base for the development and management of TE (PES) services Businesses employers Labour force, workers Customer- and company-orientation

operating methods and equality in access to services Professionalism, expertise and partnership Skilled workforce Good work and good job market

4 Value base for the development and management of TE (PES) services Businesses employers Labour force, workers Customer- and company-orientation -service needs -service entities -operating methods -service channels TE services Effectiveness, productivity and cost efficiency Uniformity of operating methods and equality in access to services Professionalism, expertise and partnership Skilled workforce Good work and good job market prerequisites Support for businesses for starting out, growth and change situations Well-being and success of individuals, businesses and society 4

5 Roles of Service Channels Face-to-face or PES office telephone services Call Center (Työlinja) Competent handling of customer relationship, genuine personal approach Flexible provision of general information Guiding customers to use appropriate services according to need E-services help desk National special tasks Online services Versatile and all-inclusive everyday contacts Information services

6 Development targets and key topics of PES Full Digitalisation! Customer oriented service models, Streamlined processes and workflows, Interoperability (National, EU-level), EU / OECD bechmarking and cooperation, Cooperation with private sector partners Service development key areas: Virtual PES office concept Social media Remote video services Information analytics Online Job market Renewal and expanding e-services to full digitalization 6

7 Development history for online PES services Back office system in 1997, URA (before that Työtie in early 90 s) First public online service in 1992 (open jobs) Additional services in 1996 and later in early 2000 s Training search CV bank (online preview of jobseeker info to employers) Jobseeker registering Etc. Online services have been one channel in addition to face to face and phone services Volume services already at online channels 7

8 Online services for jobseekers Using the online services The Oma asiointi website provides easy access to the services of the TE Office. On main page, you can view information concerning your personal situation. View current tasks, appointments and events, etc. organised in calendar form and as a tasks list that you can click on to move to the services. The following services are available online. Oma työnhaku (My job search) Begin your job search and inform the TE Office of any changes in your situation. CV-netti (CV bank) Compose and publish an introduction describing your capabilities. You may attach your CV to your introduction. Introductions published in the CV-netti service can be viewed by employers only. Oma suunnitelma (My plan) The TE Office will assist you in the preparation of a plan for a successful job search. Use this function to keep track of tasks agreed upon in the plan and to update results gained from completed tasks. Omat työttömyysturvatiedot (My employment security information) The TE Office will issue a labour policy statement to the party paying the unemployment benefit (Kela or unemployment fund) regarding your entitlement to the unemployment benefit in question. View statements issued, respond to requests for information and keep track of the processing of your application. Työvoimakoulutus (Labour market training) Search for suitable labour market training opportunities, apply for trainings and keep tabs on the selection process. Starttiraha ja starttirahan maksatushakemus (Start-up grant and application for payment form for start-up grant) Apply for a start-up grant for a new company and monitor the processing of your application or use the application for payment form to apply for payments of an already awarded grant. Log in using your online banking codes Logging in enables your to start or end your job search or edit or view your information as a job seeker. 8

9 Online services for employers Report a vacancy (in Finnish) to the Avoimet työpaikat (Vacancies) service at the TE Office and online with a user ID that you can obtain from the TE Office (contract customers) or without an online service contract Edit or delete a job advertisement (in Finnish) Online services for contract customers CV-netti and CV-vahti (in Finnish) Browse jobseekers Subscribe to CV-Vahti (CV watch) service to have information about interesting new CVs sent to your address Requires a KATSO ID Current labour market training programmes (in Finnish) Browse current training programmes Contains training providers' contact details Application for pay subsidy Pay subsidy for employing an unemployed jobseeker Requires a KATSO ID Pay Subsidy Payment For support applicants whose e-application has been decided upon. 9

10 Development programme for online PES services Background TE service reform in Multi-channel policies on services Online, F2F, phone Policies for TE services in the virtual context Objectives Customer-orientation, possibilities for independent use of services Extensive opportunities for service use Integration of the processes of officials and clients Cross-sectoral services Increasing the level of automation 10

11 URA reform URA= Electronic customer service database system (Back Office) Renewal of telephone equipment and the updating of system software, autumn 2013 Detailed plans for the functional renewal of URA currently under preparation - applying for payments and posting - labour market training - process of self-directed training supported through unemployment benefits - employer and corporate services - vocational guidance and career planning Renewal of the URA user interface, adoption Q2/14 Competitive tendering for the development and maintenance contract for URA, 2015 Separating payments for wage subsidies and start-up grants from the 'core functions' into a separate application, adoption

12 Development programme for online PES services Current situation The development programme has been analysed from the perspective of online services reaching a large number of clients based on the following starting points: The development of online services likely to reduce the number of visits to offices to promote the reform of URA back office system The development of online services intertwined with the renewal of URA will be carried out simultaneously with the URA reform Changes brought on by legislation regarding online services are implemented 12

13 Example; Analytics, semanthic search engine (2015) Under procurement process, procurement in Q4/2015 Objective is to improve and intensify search results by generating better match results for employment services Consept-glossary-term- based solution that preferably uses ontologies to generate sructures that can be used to get more better relevancy and accuracy to search results Search engine will be connected firstly to open job vacancies and CV information Tool will learn and offer new content (new terminilogy) Is a back office tool not visible but only providing better search and matching results 13

14 Ongoing topics of PES Competitiveness is based heavily on Digitalisation (Government program ) Online interaction and activation (jobseekers role) Shared and interoperable information Partnerships fully operational (more dialogue) Information analytics and early signs Information security and data protection EU level cooperation in development Requires constant process development and management! If You automate rubbish, You get automated rubbish 14

15 Benefits Efficiency! In terms of everything Customer satisfaction Expectations, 24/7 service mode Activation and motivation Instant results! Better Governing Accuracy and speed Information management and safety Resource allocation, personnel, etc. Green thinking and Environmental impact 15

16 Thank You! Welcome to Finland! Enjoy! 16

Basic organisation model

Country name: Denmark PES name: The Danish Agency for Labour Market and Recruitment Basic organisation model Objectives The objectives of the Danish Agency for Labour Market and Recruitment are to: increase