Transcript Riga youth I.

Continuous quality improvements
within Hungarian PES
Borbély-P., Tibor Bors, Ph.D.
Senior Adviser,
National Labour Office, Hungary
Amsterdam P2P Dialog Forum, 5-6 June 2014
Structure of the National Employment Service (2014)
Hungarian Government
Ministry of Public
Administration and Justice
Ministry for National
Economy
Minister of State for Employment
Policy
Social and youth policies,
rehabilitation
Ministry of Interior
Public work
- National Employment Office
National Labour Office (NLO)
- National Institute for Vocational
Education and Adult Learning
- National Labour Market Inspectorate
National level
National Employment
Service (NES)
Ministry of Human
Resources
County (Metropolitan) Goverment Offices (19+1)
Deputy county director for public work
LAU1 /
NUTS4 level
District offices of the Central Government (175+23 in
Budapest)
Local LabourOffices of the district offices
2015.07.18.
(total: ~173)
Counties’
level
Labour Centres of Government Offices
(total: 19+1)
2
CAF and ISO developments within the Hungarian PES
Key massages with QA and CAF;
 The CAF aims to be a catalyst for a full improvement process within the
organisations and has five main purposes:
 To introduce public administrations into the culture of excellence and the
principles of TQM
 To guide them progressively to a full fledged “Plan-Do-Check-Act (PCDA)”
cycle;
 To facilitate the self-assessment of a public organisation in order to arrive at a
diagnosis and improvement actions;
 To act as a bridge across the various models used in quality management;
 To facilitate bench learning between public-sector organisations.
http://www.eipa.eu/en/pages/show/&tid=102#&title=topic
CAF at the county and local levels
A CAF szerinti önértékelést végző kirendeltségek
megyéken belüli aránya 2012. évben
Borsod-Abaúj-Zemplén
megye
Szabolcs-Szatmár-Bereg
megye
Nógrád megye
Heves megye
Győr-Moson-Sopron
megye
Komárom-Esztergom
megye
Pest megye
Vas megye
Veszprém megye
Fejér megye
Zala megye
Somogy megye
Tolna megye
Hajdú-Bihar
megye
Főváros
Jász-Nagykun-Szolnok
megye
Békés megye
Bács-Kiskun
megye
100,0
Csongrád megye
- 100,0
(7)
75,0
-
99 ,9
(5)
50,0
-
74 ,9
(6)
38 ,4 -
49 ,9
(2)
Baranya megye
6 County Offices have ISO 9001;
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Budapest Főváros Kormányhivatala
Baranya Megyei Kormányhivatal
Békés Megyei Kormányhivatal
Borsod-Abaúj-Zemplén Megyei Kormányhivatal
Fejér Megyei Kormányhivatal
Vas Megyei Kormányhivatal
QA within the PES
• QA developments started in 2002 (as part of PHARE pre-accession
fund). It works in a deeply segmented national employment
services system since then.
• The current version of the customers’ satisfactory survey contains a
question on the users’ preferences concerning the requested
channels (F2F or on-line incl. e-mail correspondences, no Call
Centre)
– 18% of job-seekers would seek for more on-line service (32,1% are at
ISCED 5-6 levels, 2013) (n= 68.000 national sample)
– 2,2% of employers look for F2F contact (n= 8360 national sample)
38,8% look for on-line services. 35,2% e-mail newsletters , 29% local
forums
• PES survey at the county and local offices levels is planned to be
modified to get data on both F2F and on-line users' feedbacks in
2014/15, and to get data for MCM approach.
New channels are open up new
issues…
Launched in 2011
Received 395.000 unique visitor in 2013
Interactive questioners and more options
Launched in 2013
35.000-40.000 jobseekers
19.000 vacancies on-line
Google Analytics visitors per county (VMP, 2013)
Issues
• Success factors
– semi-independent and multi-professional development
teams operation on new service channels within the PES
– link on-line and development with people needs in the
registry (use F2F as a reality check)
• Challenges
– links to national policy developments (such as reform of
the public administration)
– integrated cross-sectoral on-line services delivery vs.
delivery in sectors
– meet the needs of the „Z-Gen”. JinT approach
Thank you for your attention!