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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
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     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
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     vision                                    mix of channels

    • client has the choice of channel

    • basic set of services available through three
      channels




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     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
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      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




www.vdab.be  0800/ 30 700   wapes 27 apr 10
                                                         32
      staff                                    turnover




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




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   progress                                    service level calls




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




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




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




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




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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