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                     Presentation VDAB Service Line
                              27 april 2010
                                Brussels




www.vdab.be  0800/ 30 700      wapes 27 apr 10
                                                      1
                       VDAB SERVICE LINE
                          0800/ 30 700
                         info@vdab.be



www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                               2
                               presentation


                                  concept
                      vision                        mission
                                 structure
                    operation                         staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              3
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              4
     vision                                    vdab context

    •   labour market liberalisation
    •   24/7 society
    •   e-mail, mobile phone, sms, mms
    •   modernisation public service
    •   higher expectations citizens




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                              5
     vision                                 mix of channels: cost
     cost price




                                                        one to one
                                                        one to one

                                            job shop
                                            job shop


                             service line

                    e-gov


                                service complexity level


www.vdab.be  0800/ 30 700            wapes 27 apr 10
                                                                     6
     vision                                    mix of channels

    • client has the choice of channel

    • basic set of services available through three
      channels




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                                 7
     vision                         vision consequences

    •   communication volume rise
    •   double, triple work
    •   file pollution
    •   less professional communication




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                          8
     vision                         mix of channels: efficiency

                                                      customer


           e-gov

                                                                  external choice
                             service line



                                                 job centre
      internal cascade
                                                                 one to one



www.vdab.be  0800/ 30 700                  wapes 27 apr 10
                                                                                    9
     vision                                        more multichannel




                job centre           call centre            Website
                                     0800 30 700         E-mail/SMS/RSS




      VDAB.tv                Kiosk              ID-tv    smart            social networks
                                                         phone


www.vdab.be  0800/ 30 700             wapes 27 apr 10
                                                                                            10
   channel mix                                 challenges

    • which service through which channel?
    • more guidance towards website and call
      center (economic reasons)
    • proces management




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                            11
   channel mix                                 actions

    • business process management started
    • focus change in external communication
      (website, call center)
    • follow up channel mix




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                         12
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              13
   concept                                        phased project

    • Outsourcing (1998-2000):
         – exploration
    • co-sourcing (2000-2002):
         – first steps in operational environment
         – services development
         – mix of learning and producing
    • in-sourcing (2002-2004):
         – basis for long term development
    • de-concentration:
         – integration in basic mission of VDAB
         – integration in physical organisation

www.vdab.be  0800/ 30 700      wapes 27 apr 10
                                                                   14
   concept                            concept service line

    •   front office service
    •   integrated
    •   professional
    •   direct
    •   reachable and available
    •   broad scope



www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                             15
   concept                                     functions

    •   low threshold interface with public
    •   discrete and quick contact
    •   lead channel
    •   support for local offices
    •   more efficient task distribution
    •   optimisation of a professional vdab



www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                           16
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              17
    mission                                                 tasks

    • inbound front office service
         – information
         – transactions                        no call forwarding !
         – file management
    • vacancy management
         – intake
         – handling
         – quality control
    • active guidance jobseekers
    • campaigns
    • website support
www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                                      18
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              19
  structure                                         architecture

   call
                                                        east
   fax       GENESYS        CCD
   mail
                 rep

                                                               central
   rep


 clients
                vdab
           legacy systems
  jobs
                                                                  west
  info




www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                                    20
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              21
    operations                           basic inbound flow

                                CLIENT




                              FIRST LINE




                             SECOND LINE




                             THIRD LINE




         service line

        network offices


www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                              22
     operations              skill based routing (2007-2009)

                                             0800/ 30 700




1: pass word    2: cheques      3: js file        4: jobs          5: training   6. complaint   7: other


               1: order       1: register       1: publish        1: info



               2: info        2: close          2: modify/close   2: register



                              3: modify         3: info jobs


                                                4: info program




www.vdab.be  0800/ 30 700                   wapes 27 apr 10
                                                                                                       23
       operations                       skill based routing (2010-…)

                                               0800/ 30 700



1: pass word     2: cheques      3: js file          4: jobs       5: training   6. complaint     7: other




1: employerd                  1: smp (brief)      1: employers                                  1: employer


2: job seekers                2: file             2: job seekers                                1: job seeker


                                                                                                1: other




  DYNAMIC MENU SINCE 2010



www.vdab.be  0800/ 30 700                     wapes 27 apr 10
                                                                                                              24
   operations                                  quality


    •   service levels
    •   quality monitoring
    •   uniform work flows
    •   training and briefing
    •   coaching
    •   fast info update
    •   client surveys

www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                         25
   operations                        quality: service levels


    • 90% call handling
    • maximum queue time 30"
    • immediate
         – transactions
         – file handling
         – information
    • < 24-48 hours:
         – e-mail reply (90%)
         – intake vacancies (100%)

www.vdab.be  0800/ 30 700     wapes 27 apr 10
                                                               26
                             knowlegde management


    •   knowlegde database (continuous updates)
    •   campaigns
    •   internal network
    •   uniformity




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                    27
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              28
          staff                                                      organisation chart

                                 recruitment/ training      MANAGER           information
                                         quality                              personnel
                                planning/reporting                                ict




              ROESELARE                                        BRUSSEL                                 HASSELT

    1          2         11         8                 3        4        5        9             6           7           10

  coach      coach      coach    coach              coach    coach    coach    coach         coach       coach        coach



  team       team       team      team              team     team     team      team         team        team         team

 in + out   in + out   in + out vacatures          in + out in + out in + out vacatures     in + out    in + out vacatures



             administration                                  administration                          administration




www.vdab.be  0800/ 30 700                            wapes 27 apr 10
                                                                                                                              29
      staff                            working conditions


    • mixed:
      shift systeem (majority) and regular 9 to 5
      shifts (minority)
    • teams and team leaders
    • individual work desk (except temporary
      workers)
    • open landscape


www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                            30
      staff                                    qualities


    • mixed internal vdab and external
      recruitment
    • high sense of quality
    • computer skills
    • communicative
    • flexible



www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                           31
      staff                                                                          figures

                                                      pay roll


      175
      150
                                                                              151               161
      125                                                                            147
      100                                                           122 130
        75
                                                               87
        50
                                                    61
        25                         50        50
                         37
         0
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www.vdab.be  0800/ 30 700                        wapes 27 apr 10
                                                                                                      32
      staff                                                 turnover

                                                             incl ontslagen
         personeelsverloop servicelijn, stand 31 dec 2009
                                                             excl ontslagen
      35,0%
      30,0%
      25,0%
      20,0%
      15,0%
      10,0%
        5,0%
        0,0%
               2000 2001 2002 2003 2004 2005 2006 2007 2008 2009



www.vdab.be  0800/ 30 700             wapes 27 apr 10
                                                                              33
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              34
   progress                  improvement plan 2007-2008


    • focus on inbound service level:
         –   smaller teams, increase of coaching and guidance
         –   advanced software introduction (genesys)
         –   review communication strategy
         –   optimisation knowledge data base
    • efficiency growth in guidance jobseekers
    • upgrade service to employers
    • planning and scheduling focused on incoming
      volumes (increase in flexibility)

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                                35
   progress                                    2009-2010


    •   intro development path consultants
    •   new back office model
    •   overflow model
    •   quality system (NICE)
    •   finetuning client reviews
    •   pilot CTI (computer telephony integration)
    •   further integration (new tasks)



www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                           36
   progress                                                                                 calls

                                        incoming calls

   60.000

   50.000

   40.000
                                                                                               2008
   30.000                                                                                      2009
                                                                                               2010
   20.000

   10.000

         0
                                              JUNI
                                      MEI




                                                     JULI




                                                                                      DEC
                                                                                NOV
                          MRT




                                                                          OKT
                                APR
                    FEB




                                                              AUG
              JAN




                                                                    SEP


www.vdab.be  0800/ 30 700                  wapes 27 apr 10
                                                                                                      37
   progress                                                   service level calls

                               Servicelevel - Handled Calls

  100,0%
   90,0%
   80,0%
   70,0%
   60,0%                                                                                    2008
   50,0%                                                                                    2009
   40,0%                                                                                    2010
   30,0%
   20,0%
   10,0%
    0,0%
                                      MEI




                                                     JULI
                                              JUNI




                                                                                      DEC
                         MRT




                                                                                NOV
                                                                          OKT
                                APR
                   FEB




                                                              AUG
             JAN




                                                                    SEP


www.vdab.be  0800/ 30 700                  wapes 27 apr 10
                                                                                                   38
   progress                                         service level calls

                                                                          2004
                                   service level 1
                                                                          2005
                                                                          2006
   100,0%
                                                                          2007
    90,0%
                                                                          2008
    80,0%
                                                                          2009
    70,0%
    60,0%
    50,0%
    40,0%
    30,0%
    20,0%
    10,0%
     0,0%
              JAN   FEB MRT APR MEI JUNI JULI AUG SEP      OKT NOV DEC



www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                                           39
   progress                                         average waiting time

                                    Gemiddelde wachttijd

   1:04
   0:57
   0:50
   0:43
                                                                                           2008
   0:36
                                                                                           2009
   0:28
                                                                                           2010
   0:21
   0:14
   0:07
   0:00
                                     MEI


                                             JUNI


                                                     JULI




                                                                                     DEC
                        MRT




                                                                               NOV
                                                                         OKT
                              APR
                  FEB




                                                             AUG
            JAN




                                                                   SEP

www.vdab.be  0800/ 30 700                 wapes 27 apr 10
                                                                                            40
   progress                                 average waiting time

                                                                              2004
                                gemiddelde wachttijd
                                                                              2005
                                                                              2006
                                                                              2007
                                                                              2008
  2:52                                                                        2009




  1:26




  0:00
          JAN   FEB   MRT APR   MEI   JUNI JULI AUG     SEP   OKT NOV   DEC



www.vdab.be  0800/ 30 700            wapes 27 apr 10
                                                                               41
   progress                                 average daily contacts

                              Contacten gemiddeld per dag

   4.000
   3.500
   3.000
   2.500                                                                               2008
   2.000                                                                               2009
   1.500                                                                               2010
   1.000
     500
       0
                                    MEI




                                                  JULI
                                           JUNI




                                                                                 DEC
                        MRT




                                                                           NOV
                                                                     OKT
                              APR
                  FEB




                                                         AUG
            JAN




                                                               SEP



www.vdab.be  0800/ 30 700                wapes 27 apr 10
                                                                                              42
                               presentation


                                  concept
                      vision                        mission
                                 structure
                   operations                        staff
                                  progress


                                 questions

www.vdab.be  0800/ 30 700        wapes 27 apr 10
                                                              43

				
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