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eAMS-Konto Integrated online service

eAMS-Konto Integrated online service. Benchmarking Working Group Peter Oberbichler Budapest, 06. April 2011. Evaluation of AMS channels strategy and channel development by PES Management in 2009 (on basis of results of benchmarking working goup). low level of adjustment between the channels

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eAMS-Konto Integrated online service

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  1. eAMS-KontoIntegrated online service Benchmarking Working Group Peter Oberbichler Budapest, 06. April 2011 0

  2. Evaluation of AMS channels strategy and channel development by PES Management in 2009(on basis of results of benchmarking working goup) • low level of adjustment between the channels • no steering of a balanced development • low focus on different customer groups and their different approaches towards AMS services • many different data storage systems • only few customers use e-Services • 1:9 - 1:100 • Low costumer satisfaction with online services …other PES have much more better results higher share using self services 1

  3. Current use of Service Channels Job seekers Companies Training Organisations personal contact Regional Offices writing phone ServiceLine online Internet e-Mail Goal: In 2014 80% of all services should be done by online channel 2

  4. Project “Integrated Multi Channel Service” (IMS) 2014 • Integrated Multi Channel Service introduced within AMS …???... 2009 Step by step definition of the content of IMS targets within sub projects IT development eAMS-Project (eServices) • Long term Plan 2009-2012 • Multi channel Strategy 12/2008 Definition of IT support Customer Steering Customer Participation 3

  5. eAMS-Konto (in place, but quality has to improve until 2014) 4 different services are put together within one IT-Tool, • Placement, • Unemployment benefits • Training, • Employment permits for foreign workers With direct connection to eJob-Room 4

  6. eAMS-Konto (in place, but quality has to improve until 2014) Services for job seekers and companies • registration, updating and deregistration, • creating search profiles, adding documents, • direct connection with the matching tool (eJob-Room), • direct communication and information tool, • information about allowances and training measures, • application for allowances and training measures, • booking personal meetings with PES staff, • documentation of the written action plan (service contract), • secure e-Mail contact with PES-staff within the system. 5

  7. eAMS-Konto (in place, but quality has to improve until 2014) Job seeker • application for unemployment benefits • Information about the status of dealing with the application by PES • online registration without personal contact with AMS if job seeker has a FinanzOnline – account • about 1/3 of working age population has a FinanzOnline account • by registration with FinanzOnline the jobseeker has to show up at the AMS office after 3 month (if not deregistered within this time) • documentation of job searching activities • printing confirmation documents for other organisations • access to all personal data on received benefits and times of registered unemployment • additional to the connection with the eJob Room exist a direct access to the “Jobroboter”, • direct access to the data base on education and training (organised by AMS and also by external organisations) 6

  8. eAMS-Konto (in place, but quality has to improve until 2014) Company • Detailed overview about all current and closed business with AMS separated according to services • Register of all users of eAMS-Konto of the company and their individual entitlements • Also documentation of PES staff member who has looked at this register • Applications for employment permits of foreign worker 7

  9. AMS Web Page – 1. Page eAMS-Konto login 8

  10. AMS Web Page – 2. Page Information about eAMS-Konto eAMS-Konto registration and login 9

  11. AMS Web Page – 3. Page User name and password 10 Demo version

  12. AMS Web Page – 4. Page News: Infos to the user from AMS Access to eServices Access to training and qualification Access to eJob-Room Access to Jobroboter 11

  13. AMS Web Page – eServices Registration & deregistration, application for unemployment benefits application for allowances Overview and affirmations 12

  14. AMS Web Page – Job search Registration of job search activities by the job seeker 13

  15. AMS Web Page – Training and Qualification AMS training courses extern training courses allowances for training courses 14

  16. Advantages for customers and PES staff Flexibility • eAMS-Konto can be used 24/7 (hours and days) Accuracy • All data (and information) within eAMS-Konto goes immediately to the right person and place (Job seekers, Companies, training organisations) Time saving • Single-Sign-On for eAMS-Konto and eJob-Room Account • No waiting time – Everybody (Job seeker, company, training organisation can do changes in his own eAMS-Konto • Direct information and communication between job seekers, companies, training organisations and PES staff 15

  17. Advantages for customers and PES staff Common data base • Transparency: • All actions by customers or AMS staff can be seen on both sides Correctness • With the help of a allocation register all information goes directly to the right AMS staff member and is immediately available • All entries in eAMS-Konto automatically go to other applications (avoiding of writing down information two or three times) 16

  18. Process: Training and Qualification Surprising results: • High online potential • Training organisations now (within the pilot project) do a lot of administrative work themselves • Greatest challenges: Necessary changes of the mind set of staff towards job seekers: “Petitioner becomes Purchaser!” 17

  19. Some data on eAMS-Konto Application for unemployment benefits • July 2010: 214 - December 2010: 938 Online notices on expected unemployment • 2010: 1.782 Online deregistration by customer • 2010: 12.751 Online booking of meetings with PES staff • 2010: 1.128 18

  20. Share of registered job seekers with active eAMS-Konto01/2010: 6,7%; 12/2010 13,4% 19

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