Roundtable - Brussels
28 Nov. 2001
Gudrun Pallierer
Role of e-business in
the labour market
 AMS as hub of information and communication in
the labour market
 The Internet as the main distribution channel of AMS
self-service offers
 Development of portals (information) into real
market places where transactions are carried out
Channels
 Traditional access: direct contact in AMS offices stationary distribution
 Phone access: call centres
 Virtual access: Internet
 Public terminals
Workflow of service areas
Information area
approx. 50%
 General information
 self-service terminals
 web-PCs
 brochures, leaflets, etc.
Service area
approx. 40%
 Job placement
& unemployment
insurance
Counselling area
below 10%
 Intensive
counselling
 customers with
special needs
Why rely on the Internet?
 The AMS offer is becoming more varied and more




differentiated
Support for the persons who take own initiatives
Acquisition of new customer groups
Saves the customers expenses, time, energy and
stress
AMS-counsellors have more time for intensive
counselling and for new tasks (e.g. customer loyalty,
career counselling, tailor-made skills training offers)
Use of the Internet in Austria
 More than 3 million Austrians have access to the
Internet - 850,000 new Internet users in 2000
(+40%)
 Doubling of home accesses (+108%) - 33% or
2.2 million people have access to the Web at home
 2.7 million Austrians use the Internet - more than
2 millions are intensive users (+68%)
 Near-total penetration among young people
(14-19-year-olds: 85% use the Internet)
Source: Austrian Internet Monitor
eBusiness - examples
 B2B - job-room, special access features for HR
managers and private employment agencies
 B2C - job-room, coaching for job interviews and
applications, database on training offers, course
offers, information on occupations
 B2A - co-operation with Austrian federal ministries,
the Federal Computing Centre (BRZ), etc.
 A2C - requesting health insurance certificates, form
centre, etc.
www.ams.or.at
Page views of users
in mio.
31.7
29.8 28.1 29.7
30.5
27
28.1
25
25.8
Hits
21.5
12.2
11.9
Pages
9.1
9.2
Jan
Feb
9.9
Mar
9.1
10.2
9.3
9.7
Apr May June July
8.1
Aug
Austrian population: 8.1 mio.
Sep
Oct
eJob-Room
Statistics e-Job-Room
 Job seekers
 25,000 registered job seekers
 110,000 Internet ads
 Employers
 2,700 registered employers
 25,000 vacancies from the AMS
database
User feedback
 Questionnaire job seekers
(May 2001, n=2,800)
 the information obtained was good or very good: 77%
 would you recommend the job-hunt on the Internet to
other people: 95% yes
 female:male: 50:50
 Questionnaire employers
(May 2001, n=260)
 the information obtained was good or very good: 70%
 would you recommend the job-hunt on the Internet to
other people: 89% yes
www.bewerbungscoach.at
www.beruf4U.at
the Form Centre
the Download Centre
E-business at the AMS
Four-phase model
Transformation
Transactions
Interaction
Presence on the
Internet
•
•
Information of
public interest
Contact
information
•
•
•
Search
functions,
downloading of
forms
e-mail contact
e.g. jobmatching
integrated in
AMS processes
•
Holistic
integration of
customers and
partners in the
AMS process
chain
Strategic questions
 Which methods are being developed for the performance
measurement of e-employment services?
 What can the World Wide Web contribute to integrate customer
groups with special needs?
 In which way are e-employment services introduced at regional
level and how do they influence the organisational structure,
the organisational culture, and the service offer of the regional
PES offices?
 What is the potential of e-employment services as tools to
meet skills shortages?