eAMS-Konto Integrated online service

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