Multi-channelling strategies. Stockholm, Sweden 6-7 April 2011

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1 Multi-channelling strategies Stockholm, Sweden 6-7 April 2011 Programme Version 21/03/2011_EN

2 Introduction In the 2009 Region Europe activities meeting Multi-channelling was ranked on top of the list of most wanted future workshop topic. Arbetsförmedlingen and WAPES in cooperation with the Finnish Ministry of Employment and the Economy invite you to take part in this event in Stockholm and share experiences and good practices with colleagues from other Public Employment Services. Multi-channel management is the design, deployment, coordination, monitoring and improvement of the many channels through which public organizations, as e.g. Public Employment Services, and their customers interact with each other. Nowadays PES communicate not only through telephone and face-to-face meetings but also by using other channels such as the PES website, customer services through telephone, and chat, and social media. The aim of this workshop is to improve our understanding of multi-channel strategies and channel coordination and how it can be used to increase customer satisfaction, service quality and efficiency. For those of you who want to share your best practices but don t have a speakers slot in the programme there will be a display area in the meeting venue. This sharing opportunity will be available during coffee and lunch breaks. For the first time a WAPES event will be available online, both broadcast on web-tv in realtime and on demand. From 9h00-12h00 on day 1 and from 9h30-13h30 on day 2 you will be able to follow the workshop through internet (marked web in the programme). You will also be able to watch it on demand at your convenience. See the document Practicalities attached to the invitation for more information. Target Group: The workshop is useful for those who are responsible for or work with questions concerning services to jobseekers and employers and how these services should be delivered. Please note that the workshop mainly will focus on the conceptual understanding of multichannelling in service delivery and less on the technologies that make multi-channelling possible. Preparatory work The participants will share their experiences on Multi-channelling during the event and especially in the workshop on day 1. Please see the questions in the programme to help you prepare for your contribution in the workshop. Working languages: English and French Moderators: Ms. Anna-Lena Larsson Lönnqvist, Arbetsförmedlingen Ms. Linda Daugaard, WAPES

3 Programme The latest version of the programme will be available at Tuesday 5 April 2011 From 19h00 Welcome buffet dinner at the hotel Wednesday 6 April h15 Registration 09h00 Welcome speech by Dr. Günther Schauenberg, WAPES Vice President Region Europe Multi-channelling strategies (web) A comprehensive overview of the aspects to consider when designing multi-channel strategies and channel coordination by Mr Claes-Göran Lock, Senior Strategist, Arbetsförmedlingen, Sweden 09h15 Presentations of multi-channel strategies and experiences (web) 1. Ms. Tadea Vran, Head of Department for Analysis and leader of the e- Services project, Employment Service of Slovenia 2. Ms. Naïma Barri, Head of Division Services for Jobseekers, Agence Nationale de Promotion de l'emploi et des Compétences, ANAPEC, Morocco 10h15 Coffee break 10h45 Continued presentations of multi-channel strategies and experiences (web) 3. Mr. Kari Rintanen, Development Manager at the Ministry of Employment and the Economy, Finland 4. Mr. Bert Schelfaut, Director of the VDAB call centre and Head of the Process innovation team, Belgium After the country presentations you will be given the opportunity to ask questions to the speakers. Moderated by Mr. Claes-Göran Lock

4 11h40 Multi-channelling from another point of view verksamt.se and the Cooperation between Public Authorities (name tbc) 12h00 Lunch 13h30 Ms. Angeles Bermudez-Svankvist, Director General, Arbetsförmedlingen (web) Workshop: Sharing of experiences of Multi-channelling Questions to be prepared by each participant and discussed in the working groups are: 1. What is the main target for your PES to introduce a multi-channel strategy? What is your PES trying to solve by a multi-channel approach? 13h50 2. How can different strategic choices concerning a multi-channel service model influence the role of PES in the labour market? 3. What do you see as the roles and strengths of the different channels? 4. How can a multi-channel strategy be used to provide added value in employers services? 5. How can a multi-channel approach be used in the service provision for jobseekers? 6. How does your PES follow up and measure the chosen channels? 16h30-17h00 18h00 Wrap up and what s next Cultural event and dinner A bus will pick us up in front of the hotel. See Practicalities for more information.

5 Thursday 7 April h00 Panel discussion about the working group findings Challenges for the Multi-channelling approach (web) How is multi-channelling used when targeting different client groups? 09h30 Austrian Multi-channelling-strategies for employers; experiences with a new internet service and our plans for the next years, Ms. Sabine Platzer-Werlberger, Austria - The Digital gap, Mr. Reynald Chapuis, Headquarters of Pôle Emploi, France - Use of channel strategy to improve access to the labour market for vulnerable groups, Mr. Eamonn Davern, International Relations Manager, Jobcentre Plus, United Kingdom 11h00 Coffee break Future perspective and the use of Social media (web) - Generation Y and the social revolution Mr. Pascal Guarrera, Senior Change Manager, Le FOREM, Belgium 11h30 - Social Media State of the art Ms. Caroline Maerten, Head of Social Media Business unit, Cleverwood, Belgium (name tbc) - The Swedish PES experience on Facebook, Mr. Björn Norestig, Social Media Manager, Arbetsförmedlingen, Sweden - How AMS and EURES in Denmark are working with social media; National strategy, tasks, and challenges Ms. Mette Busk, EURES Adviser, Denmark 13h00 Final conclusion by Ms. Ankica Paun Jarallah, Director General of the Croatian Employment Services, CES (web) 13h30 Grab-and-go lunch

Youth employment: cross channel, a successful strategy

Youth employment: cross channel, a successful strategy Press Release With the support of the WAPES executive secretariat, on October 29 and 30 in Marrakech, Morocco, the National Employment and Skills Promotion Agency (Agence Nationale pour la Promotion de