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The role of (digital) technologies in back-offices and the underlying processes. We focus on digitalization and integration of systems, new IT applications and plans in this area. Service Delivery The role of (digital) technologies in front-offices; service delivery and customer contact...

The role of data and measurement. It breaks down in three key sections: (i) setting goals and defining key performance indicators to measure the PES’ performance; (ii) collecting data, either by extracting it from IT systems or otherwise; and (iii) the use of analytics to analyze data and ...

Develop a road map to advance the areas of success for Public Employment Services. Understanding employers needs, good quality and well trained staff, digital technologies and managing performance of services to employers.

David Rosas, SCL/LMK Dulce Baptista, SCL/LMK